Royal Borough of Kensington and Chelsea

One published Housing Ombudsman decision about repairs in this landlord’s homes, read against the source. Part of our Housing Disrepair Index.

Read this first

These are not all the decisions about this landlord. They are the ones in our set, which was chosen because the complaints concerned damp, leaks, heating or pests. The number here says how many we read, not how many exist, and it cannot be compared with the number on another landlord’s page.

Each finding describes how one complaint was handled at one time. It is not a statement about how this landlord operates today, and it is not a verdict on the organisation.

About this landlord

This landlord is a council. It owes the same core repairing duties as any landlord, and because it is also the local authority, your routes differ from a private tenant’s — the council generally cannot serve enforcement notices on its own homes.

It owned 6,664 homes in the 2024–25 Local Authority Housing Statistics return (London, ONS code E09000020).

For how the routes work when your landlord is a council, see council housing disrepair claims.

The decisions

Case 202426184decided 18 November 2025

In case 202426184 (Royal Borough of Kensington and Chelsea, decided 18 November 2025), the Housing Ombudsman’s most severe finding on the condition of the home was severe maladministration, on “was no hot water or heating at the start of the tenancy”.

What was decided, issue by issue

severe maladministration — was no hot water or heating at the start of the tenancy (disrepair)
maladministration — were no locks on the windows (disrepair)
maladministration — was damp in the property (disrepair)
maladministration — complaint handling (complaint handling)

The Ombudsman ordered compensation of £3,800.80. It made 5 orders — an order binds the landlord, a recommendation does not.

Apologise to the resident for the failures identified.
Carry out the learning ordered from the failings in this case.
Pay the resident £3,800.80.
Investigate and respond in writing on whether the property was at a lettable standard.
Respond in writing and act on the continuing damp, the lounge wall painting and the leak.

Read the full decision on the Housing Ombudsman’s site

If this is your landlord

A decision about someone else’s complaint does not decide yours, and it is not evidence in your case. What it does show is that the route works and what it can produce. The free routes come first, and they cost nothing: report the repair in writing, use the landlord’s formal complaints process, and then escalate free to the Housing Ombudsman.

Whether a legal claim is also possible depends on your own facts. Our overview of housing disrepair claims explains what one involves.

Other councils in the index

Listed alphabetically, not ranked. See every landlord in the index.

Corrections

Every statement on this page comes from a published decision linked above. If anything here misdescribes a decision — including if you act for this landlord — tell us and we will correct it and say what changed. How the data was produced and checked is set out in the methodology.

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