Independent · not part of Kensington and Chelsea Council
Kensington and Chelsea Council complaints, compensation and disrepair claims
Your options if Kensington and Chelsea Council hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Kensington and Chelsea Council repairs
LandlordKensington and Chelsea Council
Has Kensington and Chelsea Council been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Kensington and Chelsea’s repair contactsFree to check · About 2 minutes
You can complain to Kensington and Chelsea Council, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Kensington and Chelsea Council hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Kensington and Chelsea for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to the council
This can get the council to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order the council to put things right. In its recent decisions about Kensington and Chelsea, it ordered between £650 and £1,091 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Kensington and Chelsea Council
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Kensington and Chelsea Council asking for the repairs and compensation. Under the court rules for housing conditions claims, the council should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Kensington and Chelsea Council
Kensington and Chelsea Council has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to the council
Acknowledged within 5 working days, with a reply within 10 working days of that.
- Stage 2
Ask for a review
Acknowledged within 5 working days, with a final reply within 20 working days of that.
- Then
Housing Ombudsman
Independent. It can order the council to put things right.
Complain onlineKensington and Chelsea’s complaints form
By phone0800 137 111
From rbkc.gov.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimKensington and Chelsea’s record
What the regulator and Ombudsman found
Aug 2025: The regulator found a third of its homes did not meet the Decent Homes Standard and only 40% had been surveyed in the last five years, although safety checks, repairs and anti-social behaviour work were found to be good.
of Kensington and Chelsea tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Kensington and Chelsea in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 August 2025; Kensington and Chelsea tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Kensington and Chelsea
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Kensington and Chelsea Council at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled works to renew the resident’s kitchen. Read the decisionMaladministration
£650 ordered - How it handled a report of a leak. Read the decisionMaladministration
£1,090.70 ordered
Source: Housing Ombudsman decisions.
Has Kensington and Chelsea let you down too? You could claim compensation.
Start your claimQuestions
Kensington and Chelsea Council complaints and claims: questions
How do I complain to Kensington and Chelsea Council about repairs?
Online: Kensington and Chelsea’s complaints form. By phone: 0800 137 111. Say what the problem is, when you reported it, and what you want done.
How long does Kensington and Chelsea Council have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: acknowledged within 5 working days, with a final reply within 20 working days of that.
Can I claim compensation from Kensington and Chelsea Council for damp and mould?
You could, if you reported it and the council didn’t fix it in a reasonable time. A law firm on our panel can take it up with Kensington and Chelsea for you.
Start your claimHas the Housing Ombudsman found Kensington and Chelsea Council at fault?
In 2024/25 the Ombudsman found maladministration in 58% of its findings about Kensington and Chelsea. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Kensington and Chelsea Council: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with the council on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Kensington and Chelsea?
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Still waiting for Kensington and Chelsea Council to fix it?
About 2 minutes. No documents. Free to check.