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Call waiting times
We're experiencing a high number of calls due to the cyber-attack. For a faster response, try using our service contacts.

Emergency numbers

General enquiries

Visit us

You can visit us in person at Kensington Town Hall. Some of our systems are currently down, but we will do our best to help.

Customer Service Centre
Kensington Town Hall
Hornton Street
London
W8 7NX

Monday to Friday, 9am to 5pm
Closed on bank holidays

How to find us

Public transport

Underground: High Street Kensington Station – District and Circle lines

Buses: 9, 10, 27, 28, 49, 52, 70, 328, 452 and C1

Service contacts

Lines are open from Monday to Friday, 9am and 5pm unless otherwise stated.

Calls are recorded for security and training purposes. For details, see our call recording policy.

Accessible transport

We are currently unable to process applications for disabled travel concessions or lost or stolen Blue Badges.

To change your vehicle, email us or visit Kensington Town Hall with your Purple Badge and new car documents.

Or contact us with any queries about existing concessions.

Arts and culture

Benefits

We are unable to access our benefit systems. We're working to fix this and will share more updates soon.

We made an emergency Housing Benefit payment to residents in private rented or housing association properties in the first week of February. We will repeat this process monthly while we fix the normal payment system.

We can't currently make Housing Benefit payments for tenants who rent directly from the council or have been placed in temporary accommodation by the council.

Call or email us if you need urgent help.

Monday to Friday, 9am to 5pm

Find out more about benefits.

Building control
Children's services

Chelsea, Worlds End and Health Link teams

Portobello North and South teams

Ladbroke North and South teams

CWD Family Help and Disabled Children's Support Service Duty

Early Help Front Door

Emergency Duty

Youth Justice (YJS)

Communications and public affairs

We are responsible for the Council's internal and external communications and are the first contact point for all journalist and media enquiries.

Complaints

You can send complaints by email or in person at our customer service centre at Kensington Town Hall.

Responses may take longer at this time. We hope to reopen our phone lines soon.

Council Tax

We are currently unable to access our systems due to the cyber-attack.

Call us if you have a general question or email us if you have specific questions about your account.

We will get back to you as soon as our systems are back up and running.

Direct Debit payments

We can now collect Direct Debit payments safely and securely. Customers will receive a new bill to explain the payment we will request from their bank. This payment includes the total amount due to be collected from 24 November 2025 to 31 March 2026.

We are still unable to access accounts to make any amendments. If you receive a new bill and are unable to make the payment, you may wish to cancel the Direct Debit with your bank. We will work with you to collect the money owed when our systems are working again.

Making a payment

Not all of our payment options are working at the moment.

If you do not pay by Direct Debit, you can make payments by bank transfer.

Make bank transfers to:

The Royal Borough of Kensington and Chelsea General Account NatWest Bank PLC EC2M 4BA

Sort code: 57-20-24 Account No: 00000000 Reference: use your Council Tax account reference number. This is shown at the top of your bill.

 

New residents

You may need to wait for some time before you get your first bill. Make sure you set aside money for when the bill arrives.

Early learning

The Parent Portal to apply for childcare funding for 2-year-olds is currently unavailable. Email us for advice.

Education
Electoral services
Environmental health

This service covers:

  • trading standards
  • health and safety enforcement
  • private sector housing
  • HMO licensing
  • noise and nuisance
  • construction management
  • licensing
  • pollution regulation
  • food safety
  • infectious diseases
  • parks police
  • street enforcement

Outside working hours, emergency calls are transferred to an out of hours service.

Family Information Service

Phone: 07814 804 262
Email: [email protected] 
9am to 5pm

Homelessness and rough sleeping

Our rough sleeping outreach services are running as normal.

To report someone who's sleeping rough, contact us with your name and phone number and we'll get back to you. Or contact Streetlink.

Phone: 020 7361 3008
Email: [email protected]

Housing Benefit, business rates and service charges

Some of our payment systems are not working as they should, due to the cyber security incident.

We will take payments for business rates, service charges, rent or other invoices by Direct Debit on a later date than usual. Please keep money in your account so we can collect the payment when the service resumes. We may need to ask you to use an alternative payment method instead.

If you expect a payment from us, including housing benefits and discretionary housing payments, you may not receive it from us on time. We're working to fix this as quickly as possible, but can't confirm a date yet.

Your Direct Debit rules and guarantees stay the same.

Housing: emergency temporary accommodation

If you're in danger, call the police on 999. You can also call us if you are unsafe in your current home and urgently need another temporary home. We'll try to get back to you on the same day.

Phone: 020 7361 3008

Housing: if you're at risk of homelessness

Contact us if you're about to be made homeless. We'll get back to you as soon as we can.

We're going ahead with appointments we've already made and will contact you if we need to change it. Email us if you can't make an appointment.

Phone: 020 7361 3008
Email: [email protected]

Housing needs allocations

Questions and issues relating to the housing register, such as problems bidding, home connections and the allocation of social tenancies.

Phone: 020 7361 3008
Email: [email protected]

Housing: private rented repairs

You can seek advice and assistance from the environmental health team if you are renting your property from a private landlord and experiencing disrepair issues. You should contact this team if you are unable to resolve these issues directly with your landlord.

Email: [email protected]

Housing: procurement

If you are a landlord or agent and want to rent your property to us.

Email: [email protected]

Housing reviews

To request a statutory review of a decision made on your homelessness or housing application.

Email: [email protected]

Housing: temporary accommodation rent

We can't take rent payments right now. You won't be evicted because of this, but please put the money aside so we can collect it when our systems are working.

Email: [email protected]

Housing: temporary accommodation repairs

If something is broken or not working, first contact your managing agent, who should be able to fix the problem.

If the problem isn't fixed, email our repairs team, and we'll try to get back to you within 3 days. Call us if it's urgent, so we can try to get back to you the same day.

Phone: 020 7361 3008
Email: [email protected]

Housing management: capital works team

Capital or major works, improve or repair communal and structure parts of your building.

Email: [email protected]

Housing management: customer services

For day-to-day repairs to housing management properties

Phone: 0800 137 111
Phone: 020 3617 7080
email: [email protected]

Housing management: estate parking

For all queries relating to parking on our estates.

Email: [email protected]

Housing management: fire and building safety

Questions or concerns relating to fire safety within council-owned buildings or safety in buildings over 18 metres.

Email: [email protected]
Email: [email protected]

Housing management: homeownership – leaseholders

Questions about service charges, major works charges, consultation notices (S20) or Right to Buy or lease extension application.

Phone: 020 7605 6464
Email: [email protected]

Housing management: Lancaster West Estate

For residents of the Lancaster West Estate. Access a number of housing services such as reporting a repair, reporting ASB, paying your rent and other questions.

Phone: 0800 389 2005
Email: [email protected]

Housing management: lettings

If your property is managed by Kensington Private Lettings and you want to speak to us about your property.

Email: [email protected]

Housing management: Neighbourhood North and Neighbourhood South

For any tenancy-related queries with the north or south of the borough.

Email: [email protected]
Email: [email protected]

Housing management: Neighbourhood Resident Services

For tenancy home visit queries, right-to-buy applications, mutual exchange applications or housing management reception information.

Email: [email protected]

Housing management: rent income and financial inclusion

Council tenants with rent arrears and payment enquiries, and those with financial difficulties and require assistance with budgeting, applying for benefits or appealing negative benefit decisions. Signposting tenants to partner organisations who offer grants or other forms of financial support.

Email: [email protected]

Housing management: resident engagement

Become more involved in the management of your home, the meetings you can attend, the focus/service improvements groups you may be interested in joining or finding out if there is a resident association for your property and how to contact them.

Email: [email protected]

Land charges

Phone: 020 7361 3554

Libraries

View our library opening times for more information.

Phone: 020 7361 3010
Email: [email protected]

Licensing: general enquiries

Email us or leave us a voicemail.

Phone: 020 7341 5152
Email: [email protected]

Licensing: pavement licences for tables and chairs

Phone: 020 7361 2688
Email: [email protected]

Parking: general enquiries

Phone: 020 7361 3004
Email: [email protected]

Parking: Penalty Charge Notices (PCNs)

Phone: 020 7361 4380
Email: [email protected]

Parking permit enquiries

Phone: 020 7361 4381
Email: [email protected]

Parking permit applications and renewals

Phone: 020 7361 3019
Email: [email protected]

Parks

The Stable Yard
Holland Park
Ilchester Place
London
W8 6LU

Phone: 020 7361 3000
Email: [email protected]

Pest control

During this time, any missed appointments will be rescheduled at the resident or customer's convenience, without incurring a charge.

Phone: 020 7361 3002
Email: [email protected]

Planning

Planning enquiries: [email protected]
Trees team: [email protected]

Registrars

We're sorry if you have had problems contacting us.

You can book our services online: births, deaths and marriages.

If you need to contact us:

Phone: 020 7361 4100
Email: [email protected]

Social services

Outside working hours, emergency calls are transferred to an out of hours service.

Phone: 020 7361 3013
Email: [email protected]

Streetline

Please bear with us at this time and only report issues that pose a health and safety risk.

Phone: 020 7361 3001
Email: [email protected]

Street trading and markets

Email: [email protected]

Tell Us Once bereavement service

Phone: 020 7361 3940

Last updated: 16 February 2026