RSH provider code 00AW · Kensington and Chelsea · Local authority | Local authority
What you need to know about Royal Borough of Kensington and Chelsea
Royal Borough of Kensington and Chelsea is a local authority housing association in England, responsible for providing social housing. It operates under the provider code 00AW and serves tenants across multiple regions in the country.
How Royal Borough of Kensington and Chelsea is regulated
Royal Borough of Kensington and Chelsea is regulated by the Regulator of Social Housing (RSH) under the framework established by the Housing and Regeneration Act 2008. Complaints against the landlord are escalated to the Housing Ombudsman Service if unresolved after internal procedures. Since October 2024, housing associations must adhere to new Consumer Standards set forth by the RSH, which aim to improve transparency and fairness for tenants.
What the Housing Ombudsman record shows
The figures published by the Housing Ombudsman show that Royal Borough of Kensington and Chelsea has been involved in 65 decisions. Among these decisions, there are 5 findings of severe maladministration, which represent approximately 8% of all cases. Severe maladministration is the most serious determination made by the regulator, indicating significant or persistent failings on the part of the landlord that may have caused substantial harm to tenants.
What this means for Royal Borough of Kensington and Chelsea tenants
Tenants in this position should consider following the official complaints process provided by their housing association. This typically involves submitting a written complaint directly to Royal Borough of Kensington and Chelsea and waiting 8 weeks for a response before escalating the issue to the Housing Ombudsman Service if unresolved. Since October 2025, Awaab's Law requires landlords to take prompt action on damp and mould issues affecting tenants' health and well-being. Additionally, properties should meet the Decent Homes Standard, which includes being in good structural condition, having reasonably modern facilities, and being free from serious disrepair.
How to escalate a complaint about Royal Borough of Kensington and Chelsea
To escalate a complaint, start by submitting it in writing directly to Royal Borough of Kensington and Chelsea. After 8 weeks, if the issue remains unresolved, request a final response from the landlord. If the matter is still not addressed satisfactorily after receiving this final response, tenants can then escalate their complaint to the Housing Ombudsman Service without needing legal representation. For general support on complaints and disrepair issues, Citizens Advice and Shelter are valuable resources. The Housing Ombudsman website provides detailed guidance for lodging a complaint: https://www.housing-ombudsman.org.uk
Where to read more
For further information, visit the Housing Ombudsman's official site (https://www.housing-ombudsman.org.uk), the Regulator of Social Housing's page (https://www.gov.uk/government/organisations/regulator-of-social-housing), and The Tenants Voice category pages on disrepair and complaints. Statutes such as the Housing Act 2004 and the Housing and Regeneration Act 2008 also provide important guidance: https://www.legislation.gov.ukHow many homes Royal Borough of Kensington and Chelsea owns, and where
- Social homes owned: 6,974
- Provider size: LARP
- Local authority areas with homes: 1
- Designation: Local authority
- Corporate form: Local authority
- Registered with the regulator since: 2010
Where Royal Borough of Kensington and Chelsea has the most homes
Figures are published by the Regulator of Social Housing in its social housing stock and rents statistics for 2024 to 2025, and its register of providers.
Housing Ombudsman activity
The Housing Ombudsman has published 67 decisions involving Royal Borough of Kensington and Chelsea. Each decision is the regulator's formal determination of a tenant complaint that Royal Borough of Kensington and Chelsea could not resolve through its own internal complaints process.
Of those decisions, 5 contain findings of severe maladministration - the regulator's most serious determination, reserved for cases where the landlord's failures were significant or persistent. The Housing Ombudsman publishes severe maladministration orders publicly on its website.
Source: Housing Ombudsman Service. Counts are aggregated from the Ombudsman's public decisions database, last refreshed nightly.
Make a complaint about Royal Borough of Kensington and Chelsea
If you have raised a complaint with Royal Borough of Kensington and Chelsea and are unhappy with the outcome, the Housing Ombudsman handles complaints about all registered providers of social housing in England.