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Kensington and Chelsea Council repairs: how to report a repair, phone numbers and timescales
How to report a repair to Kensington and Chelsea Council: the repairs phone numbers, reporting a repair online, and how long the council has to fix it.
Other names: RBKC Housing Management
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkSource: rbkc.gov.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Kensington and Chelsea’s repair line is here.
How to report
Reporting a repair to Kensington and Chelsea Council
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Kensington and Chelsea misses its own target, complain. You may also be able to claim.
- Emailhmcustomerservices@rbkc.gov.uk
- Report a problem onlinerbkc.gov.uk/contact-us/report-problem
Emergency repairs
When to call Kensington and Chelsea straight away
Phone Kensington and Chelsea straight away if anything puts someone in danger or leaves your home unsafe. The number is in Kensington and Chelsea’s repair contacts.
- 01No power at all in your home
- 02No water supply at all
- 03No heating and no hot water
- 04Locked in or out of your home
- 05Doors or windows needing to be made safe after a break-in or damage
- 06Electrics needing to be made safe after water damage
- 07A leak that can’t be contained
- 08Waste backing up into the bath or sinks
What counts as an emergency, from rbkc.gov.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Kensington and Chelsea.
Timescales
How long Kensington and Chelsea Council has to fix it
Kensington and Chelsea doesn’t publish repair targets on its website. These are the legal limits under Awaab’s Law.
| Type of repair | Kensington and Chelsea’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Damp and mould that’s a significant risk | Aims to book a surveyor’s visit within 14 working days of a damp or mould report; if a significant health or safety hazard is found, remedial work starts within 5 working days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Kensington and Chelsea’s damp and mould commitment, checked 5 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If Kensington and Chelsea Council doesn’t fix it: your options
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 complain to Kensington and ChelseaYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to the council
Every social landlord 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.
Kensington and Chelsea’s record
How Kensington and Chelsea Council performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Kensington and Chelsea in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Kensington and Chelsea Council
- How it handled works to renew the resident’s kitchen.Maladministration
£650 ordered - How it handled a report of a leak.Maladministration
£1,090.70 ordered
Sources: Regulator of Social Housing judgement, 27 August 2025; Kensington and Chelsea tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Kensington and Chelsea Council’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Kensington and Chelsea Council repairs: questions
What is Kensington and Chelsea Council’s repairs number?
0800 137 111 (Repairs line) or 020 3617 7080 (Repairs line (other number)). Open 8am to 6pm, Monday to Friday.
Can I report a repair to Kensington and Chelsea Council online?
Yes, at rbkc.gov.uk/Online-Housing-Services. Register or sign in to online housing services.
What does Awaab’s Law mean for Kensington and Chelsea Council tenants?
Since 27 October 2025, the council must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Kensington and Chelsea’s own damp and mould commitment: Aims to book a surveyor’s visit within 14 working days of a damp or mould report; if a significant health or safety hazard is found, remedial work starts within 5 working days.
How do I complain about a repair to Kensington and Chelsea Council?
Complain to the council first, online or by phone on 0800 137 111. Acknowledged within 5 working days, with a reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Kensington and Chelsea Council?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Kensington and Chelsea Council for you. It’s free to check.
Start your claimIs Report Repair part of Kensington and Chelsea Council?
No. Report Repair is independent and not part of Kensington and Chelsea Council or any council or housing association. We show Kensington and Chelsea’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What the council has to fix, by problem
Not Kensington and Chelsea?
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Reported a repair to Kensington and Chelsea Council and still waiting?
About 2 minutes. No documents. Free to check.