Royal Borough of Kensington & Chelsea

Mr X complained about the Council’s actions when he approached it for support with his housing in April 2024. We found the Council at fault for delay making homelessness enquiries and decisions, failure to issue required decision letters, failure to properly determine his housing register eligibility, failure to investigate concerns about the suitability of his accommodation, and poor complaint handling. These failures caused Mr X significant uncertainty about his housing situation for over two years, deprived him of statutory review rights, caused distress and frustration, and put him to cons