Check your landlordLandlord
Royal Borough of Kensington and Chelsea
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 74
- January 2021 to May 2026
- Maladministration found
- 58%
- 43 of 74 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 2
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 1 severe maladministration finding (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 74 rulings.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 2 | 3% |
| Maladministration | 20 | 27% |
| Partial maladministration | 21 | 28% |
| Reasonable redress | 10 | 14% |
| No maladministration | 19 | 26% |
| Outside jurisdiction | 2 | 3% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 47 |
| Take Specific Action (non-repair) | 27 |
| Apology | 26 |
| Other | 11 |
| Repairs | 11 |
| Case Review | 7 |
| Policy Review | 6 |
| Staff Training | 5 |
| Process Change | 4 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Repairs (includes damp and mould) | 40 | 28 | |
| Managing Relations | 31 | 21 | |
| ASB/ | 12 | 9 | |
| Moving/ | 10 | 6 | |
| Estate Management | 7 | 3 | |
| Financial | 7 | 1 | |
| Health and Safety (inc. building safety) | 4 | 3 | |
| Occupancy Rights | 2 | 0 | |
| Enquiry stage | 1 | 1 | |
| Planned Works | 1 | 1 |
A ruling can have more than one category tag. 6 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2021 | 10 | 1 | |
| 2022 | 18 | 9 | |
| 2023 | 20 | 13 | |
| 2024 | 11 | 8 | |
| 2025 | 11 | 10 | |
| 2026 | 4 | 2 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
9,127 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 28
- Findings
- 61
- Maladministration findings
- 34
- Maladministration rate (share of findings)
- 59%
- Severe maladministration findings
- 1
- Compensation ordered
- £20,214
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
7,008 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 93.9%
- Stage 2 answered on time
- 98.7%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 74The 10 most recent of 74 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 18 May 2026Case 202533584 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s cracked kitchen window. The associated complaint”
Orders or recommendations: Apology, Compensation, Repairs
- 29 April 2026Case 202513736 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s: Reports of ASB. Associated complaint.”
Orders or recommendations: Apology, Compensation
- 24 April 2026Case 202348477 · LeaseholderNo maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s: Major work queries. Service charge queries. We have also considered the landlord’s complaint handling.”
- 28 January 2026Case 202436269 · Secure TenancyNo maladministration
What the complaint was about (from the ruling) “The landlord’s responses to the resident’s concerns about poor staff conduct and her window replacement request. We have also investigated the landlord’s complaint handling.”
Recommendations: Repairs
- 20 December 2025Case 202414645 · LeaseholderPartial maladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s response to: The resident’s reports of a leak. The resident’s complaint.”
Orders or recommendations: Apology, Compensation
- 19 December 2025Case 202315953 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s: Handling of the resident’s reports of noise nuisance from his neighbour. Complaint handling.”
Orders or recommendations: Apology, Compensation, Other, Policy Review
- 28 November 2025Case 202510730 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: Works to renew the resident’s kitchen. The associated complaint.”
Orders or recommendations: Apology, Compensation, Other, Process Change, Repairs
- 18 November 2025Case 202426184 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports that there: was no hot water or heating at the start of the tenancy. were no locks on the windows. was damp in the property. We have also investigated the landlord’s handling of the resident’s complaint.”
Orders or recommendations: Apology, Case Review, Compensation, Take Specific Action (non-repair)
- 28 October 2025Case 202127409 · Secure TenancyPartial maladministration
What the complaint was about (from the ruling) (shortened) “The complaint is about: The resident’s rehousing request to the council. How the landlord responded to the damp and mould at the property, the ventilation system and related repairs. How the landlord responded to the resident’s reports of a sewage smell. We have also investigated the landlord’s…”
Orders or recommendations: Apology, Compensation, Repairs
- 26 September 2025Case 202333999 · LeaseholderMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB). We have also considered the landlord’s complaint handling.”
Orders or recommendations: Apology, Compensation
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