Housing Management complaints and feedback

The Royal Borough of Kensington and Chelsea (RBKC or 'the Council') is committed to providing a high quality service to all our customers at all times. We recognise, however, that there are times when services do not meet our high standards, and customers are inconvenienced as a result. 

Where a complaint is justified, an apology will normally be deemed sufficient to correct any inconvenience caused. However, the Council understands that where a complainant has suffered loss or injustice, other remedial action may also need to be considered, including financial compensation. Section 92 of the Local Government Act 2000 gives Councils the power to remedy injustice arising from poor service. Our Housing Management Compensation and Redress Policy sets out how this power will be administered by RBKC.

The Housing Management Complaints Policy explains how to make a complaint, the issues covered under this policy and how we deal with complaints about housing management services.

Housing Management Compensation Policy

Housing Management Complaints Policy

For complaints or comments you may have about Housing Management services please use the Complaints and feedback form.

You can also make a complaint or comment:

  • by emailing us as HM-complaints@rbkc.gov.uk
  • telephoning us on 0800 137 111 or 020 3617 7080
  • writing to us at Housing Management, 292a Kensal Road, London W10 5BE