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Our Service Standards

We aim to deliver excellent housing services to Kensington & Chelsea Tenant Management Organisation tenants, home owners and those that use our services. Whether you are making an enquiry, reporting a repair, making a complaint or you need help with a housing issue, all of our customers deserve a responsive, informed and efficient service from us. We have a set of customer service standards which help to define what a customer can expect of us and to remind all of our employees of the commitments that we have made that will help us to achieve excellent services.

Our Service standards can be viewed here.


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TMO-in-Touch Survey Summary

We made a commitment to ask all our residents to ask how they felt about the services we provide. From August 2010 to March 2011, over 120 of our staff got involved and took part in face-to-face discussions on residents’ doorsteps. We were keen to get the views of as many people as possible, so we carried out the surveys in both afternoons and evenings. We also provided freepost envelopes for all residents who weren’t in, or didn’t want to complete a survey at the door.

In total almost a quarter of households, over 2200 of you, responded – a great result! 79% of tenants were satisfied with the service we provide. This is a big increase on the Status Survey result of 68% in 2008.

This report summarises some of the key findings, what we’ve already done, and sets out what we’re going to do to improve things further. We are committed to providing high quality services for you, and we will keep you updated with our progress through the Link magazine and the TMO website.

Read the report here.


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The Royal Borough of Kensington and Chelsea TMO Ltd, Unit A, 292 Kensal Road, London, W10 5BE

Freephone 0800 137 111  |  Telephone 020 3617 7080

Email: webmaster@kctmo.org.uk

Registered in England & Wales No. 3048135  |  VAT No. 156 9449 66