How to complain about Kensington & Chelsea Council, and what to do if they ignore you
The Royal Borough of Kensington and Chelsea manages around 8,500 homes directly. The borough is best known for the Grenfell Tower fire of June 2017, which fundamentally changed UK building-safety law and which the council remains in a long-tail recovery from. Repair services have been subject to multiple independent reviews since.
RBKC's post-Grenfell improvement programme is well-documented but uneven across the council's stock. Some estates have seen substantial investment, others much less. If your case involves a fire-safety hazard in a building that was not part of the Grenfell-related remediation programme, the borough's fire-safety duties under the Regulatory Reform (Fire Safety) Order 2005 still apply. If RBKC has ignored you, here's how to claim.
How to complain about Kensington & Chelsea Council
If Kensington & Chelsea Council has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send Kensington & Chelsea Council a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask Kensington & Chelsea Council in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If Kensington & Chelsea Council still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and Kensington & Chelsea Council has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with Kensington & Chelsea Council for you, and there is no cost to start.
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What happens after you send the form
- We read your case. Real person, not a bot. Inside 1 working hour during opening times.
- Free 25-minute call. We tell you honestly whether you have a case worth pursuing.
- If we proceed, your case goes to one of our SRA-regulated panel solicitors on no-win-no-fee terms. The fee only comes out of your compensation if you win, never out of your own pocket.
A real Kensington & Chelsea Council case decided by an independent ruling
This is a published independent statutory ruling, not our own client. It shows the compensation Kensington & Chelsea Council was ordered to pay a tenant, and the kind of failing we help you act on.
Kensington & Chelsea Council by the numbers
- •Around 8,500 council-owned homes across Kensington and Chelsea.
- •Grenfell Tower fire June 2017; ongoing recovery and accountability programme.
- •Multiple independent reviews of repair services 2017-2024.
What you can do today
- 1.Submit a complaint at rbkc.gov.uk/contact-us/complaints-and-comments.
- 2.Phone repairs on 0800 137 111 and request an Awaab's Law investigation within 10 working days (24 hours if it's an emergency).
- 3.After 8 weeks of no proper response, you may have a claim, call us free on 0800 030 4669.
Why work with us
Four things we commit to on every case. No fabricated stats.
No win, no fee
If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.
Nothing to pay up front
You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.
Honest advice
We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.
Common issues with Kensington & Chelsea Council
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Sample complaint email to Kensington & Chelsea Council
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear Kensington & Chelsea Council, I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about Kensington & Chelsea Council
How do I complain about Kensington & Chelsea Council?
What can I do if Kensington & Chelsea Council have ignored my repairs?
How long does Kensington & Chelsea Council have to fix my repair?
How do I report damp and mould to Kensington & Chelsea Council?
Can I claim compensation from Kensington & Chelsea Council?
What if Kensington & Chelsea Council have inspected but done nothing?
How do I escalate a complaint about Kensington & Chelsea Council?
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By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.