Notting Hill Genesis Reviews 

They are shockingly bad. I regret buying a property with NHG as the freeholder. They don't accept responsibility for their obligations under the lease agreement, but are happy to charge thousands of pounds (god knows what it is spent on, probably salaries for staff who do nothing)

Received Notice to Seek Possession over the weekend despite already having arrangement in place. Have attempted to speak to our Housing Manager via phone and email but no reply. The deadline is in March and obviously this is causing us sleepless nights and immense stress.

Consider the tenant has a life and a schedule. Don't keep changing dates of works.
Also check the workmen actually on the job.
After the work has been completed come and check the work about 3 weeks after due to settling and snagging. Eg. See if plaster is bubbling and flaking. Sealant has been done on cleEn surface so it addears. Floors that have been Lino have been laid on a clean floor so the crap doesn't start coming through almost straight away.
It is to the landlords advantage doing a proper job in the first place . The reason that I have not contacted anyone is , it took me years to get kitchen refurb which was due to be fine 10 years ago, and I am fed up with wasting my time contacting nhg because one just gets ignored. I am old and I don't have much time left in this world . So I refuse to waste it on people who can't be bothered.

Terrible customer service! My housing officer, Ricky Kasabi won’t even send the correct form to the appropriate party to get the rent arrears from April 2024 sorted out. I try calling the manager with citizens advice and the manager, Rachel can’t even be bothered to pick up the phone on a Monday. I have been trying to sort this out since the end of September 2024, to no avail. I even made a complaint on their web site last week, and never received any kind of response.

It takes 5 months just for Notting Hill Genesis to even notify me that I am in rent arrears. Absolutely appalling! This company shouldn’t be allowed to threaten tenants with eviction when they aren’t doing anything on their end to fix the problem.

Right we're do I start I am Disabled heart problems leg problems had back Surgery..and I have been left with out hot water and no heating for nearly a month. I ring up every day now and still keep saying I will get this boiler but no boiler no hot water I have to have for hot water for health reasons as well
I have been with this houseing 16 years never been behind with my rent never been in trouble ..so steel clear of this houseing if I could I would give it No stars They have treated me disgusting for a disabled woman who's a pensioner !!!

My window broke down 1 year and 1 month ago and they did not fxt it. I made so may complaints but they did not care to fix it.
My housing officer is a Di...k who do not keep us updated on anything at all.
NHG do not deserve to have such company. They are a money sucking monster.

My Experience with Nottinghill Genisis. And it is not a good 1.

Hi , I would just like to say how DISGUSTED I AM with this housing I am a tenant, let me tell you as I would like some way to talk to the ceo or top top person in charge as I get no were with housing officer or management. I was attacked and stabbed in the back of my neck from behind in an unprovoked attack I was brought back bydefibulater, I suffer with PTSD , flash backs etc , I am in fear of my life were I live . I explained this to a housing officer and sent all relevant information after a year I was like what’s happening. I eventually found out that the officer not only did not put in my paper work but left , I was angry as I cannot stay at the property and want an emergency move as in FEAR OF MY LIFE (the attacker is on bail which I cannot believe) so then all this time up until now the housing officers ignore and only respond when you put an complaint in we’ll IVE HAD ENOUGH OF THESE GAMES ! The 2nd time paper work went in they rejected and said that I was not in fear of my life and no danger ! How the hell can they say that , and same again on the third time , I have logged a complaint with ombudsman now as this is a joke and has caused my mental health serious damage. Please can someone help me contact the above top manager as they need to know what’s going on

Please if any member of the housing group high up sees this can you message me ! OR WILL YOU LOOK AT THIS AND IGNORE LIKE YOUR STAFF DO AND PASS TO ANOTHER INCOMPETENT MEMBER OF YOUR TEAM AS YOU DONT WANT TO DO THE WORK ?????

This is what I have sent them as I have had enough of the lies, and incompetence. They create a process that they do not stand by , you give them documents like I have they hold them until they can say nope to an emergency move when I have and have got documents that I sent them to prove .

DISGUSTING HOW THEY TREAT TENANTS!! If you do not believe my experience which I am fighting now since 2022 I have posted all on there NHG FB PAGE AND WILL BE IN CONTACT WITH LBC , local mp , local news papers I will now push , push , push with support of others as this has had a MAJOR strain on my mental health which has decreased significantly due to this .

Another PMO has left, that’s probably 10+ in as many years. Zero handover so all the issues that us tenants are trying to get resolved for over a year fell through the gaps. No notification of a new PMO until we chased up. Visits to the property have not happened for 3 months now so presumably this all happened a while back. Look forward to their standard pithy response of ‘sorry to hear you’ve had a bad experience’ (same old, same old) and ‘contact us’ (I have, dozens of times).
Your leadership team should be utterly embarrassed. You effectively provide a quasi public service and have a 1 star rating. Says everything about how poorly run an organisation this is.

NHG unilaterally increased the service charge by +67% from 2023 to 2024 and +27% from 2024 to 2025. It now amounts to 2.3K for a building with no elevator, no cleaning and 3 flats in total. There have been no cyclical work at the building since 2013 and still they claim they only accrued 2.4K of sinking fund, while asking me to contribute this year alone 1.4K.
I have asked for information and they have not been able to provide any clear answer into why this is the case.

For the lady talking about the Leppoc Road Property
This is being done on purpose they want it to be dilapidated so they can sell it off to their cronies.
They are seeing all the complaints they are not ashamed at all they DON'T care.
Watch, that house wont be part of social housing stock for long
Crooks!!!

Appalling treatment of leaseholders. Totally unresponsive officers and unsympathetic surveyors who make decisions without any visits to property and with no legal validity. Complete failure of leadership - it’s a race to an even worse audit next year with disinterested pass the buck staff who can’t even return a phone call and do / say whatever they feel like with no appreciation of distress they may cause. .

On Sat. 11th January residents at our building in London W14 will record the FOURTEENTH ANNIVERSARY of an official notice produced by NHG’s agents on 11 Jan. 2011. This letter outlined problems with possible fire hazards and other health & safety issues associated with a basement dwelling. Despite the HOS making a decision of Severe Maladmin., on 13 Sept. 2023 (69 weeks ago), the internal remedial works remain outstanding.

I am a disabled tenant enquiring about my rent my housing manager Joe was unable to explain where my money was going, when I stated I spoke to my previous HO he the stated 'well if you spoke to her I am not willing to speak to you further about this'....I therefore made a complaint to the local MP and my housing officer completely LIED.... implying I had a problem with money I was loud and with an attitude to which he has witnesses which would mean he let other officers hear our confidential conversation.....I cannot work out why the same amount paid on the same date is leaving my account in different monthly totals. Many tenants complain about his arrogance....this housing is the worse I've had to deal with .....I will not leave this as he is a liar

Very arrogant staff, interrupt you while your talking or enquiring about issues, very poor english used which has caused so many misunderstandings, I have felt discriminated against since a staff member actually asked me if I was 'religious' when they saw me wearing a headscarf 😑, have been called Stupid by a member of staff in the concierge, have been put into debt for nearly £10,000 for the carpark which i had been BUYING permits for for many years while I wait for a space, have been treated like a child despite my conditions, housing benefit officer is changed every season and they are unprofessional (calling me while on a train instead of responding back to my emails in writing, unhelpful when I asked about how I can get support in removing heavy furniture, have kept my credit in my account and are making me pay for the arrears that occurred during the pandemic which was not my fault and refusing to give my back my credit, leaving repairs that are URGENT and not acting professionally when sending out contractors; sending out contractors without confirming appointments, finding it funny when i make an enquiry about issues and being told 'we've told you a couple of times' when in reality my email was not replied to. Living here for 13 years and the outcome is that I no longer feel comfortable communicating with any of the staff incase they call me STUPID again. After seeing all the reviews, it's only right that people are aware of how nasty these people are towards CERTAIN people. They seem to help whoever they like and look down on others. Looking forward to seeing more positive, professional and supportive staff in the future who speak the Correct English. The only good people that have been supportive are the guys working with the ESTATE MANAGMENTS TEAM (the men in charge of the bins) They have been the only good thing.

Cowboy company - cheap as chips but for a reason. Don’t rent from them!!!!

People you see when you view will try and sell you the world - they will do this, this will all be new and decorated.

They are full of crap!!! Don’t believe them.

Don’t rent from them!!!

And for god sake don’t ask them to do a repair properly if you do - it’s like you are robbing them.

Washing machine - 3 bedroom house - not a full size, it then brokedown, told them what’s wrong, waited 3 weeks for an engineer to turn and say don’t have the part on the Van still waiting. New born baby and a second child ….. disgusting!!!

Conservatory - told they need to come out and reseal the whole roof, was asked the day before to remove all the furniture, turned up and fixed one leak, told that all they’ve been told to do.

Cowboy!!

The do the very minimum they can get away with!!!!

I would like to understand the rationale behind awarding a renewed contract to Just Ask Estate Services, a company that has so frequently failed to meet its contractual obligations and has been the subject of so many Complaints. Could NHG please provide an explanation regarding their decision.

The worst housing association!!
Communicating with your housing officer is non existence. There was a family that had a leak in the roof more than 6 months they sent contractors charged the landlord the work was not carried out. You as a tenant still had to pay rent or you be in rent arrears .

Why have these laws in place when tenant and young vulnerable children are still at risk because the housing association blame landlords and landlords blame housing association.

NHG Management will say if it’s that bad go and tell the council and get them to move you it’s not our responsibility knowing there is a housing crisis!!

It’s always someone else’s problem or responsibility and the tenant is the one that is the most affected.

The standards are still NOT being met but yet NHG makes a profit in sub letting from private rented accommodations with a rolled contract that is not secured.

It should be mandatory that all housing associations or private agencies should have a surveyor in place if repairs are ongoing and tenants are at risk to cut out they doggy selfish landlords that only gasp profits and not their legal obligations .

A surveyor can state the problems and carry a report in which the landlord is legal required to do in 10 working days .

Many families are living in health risk environment which NHG is in partnership with.

NHG had left a family with young children there in mould and damp!! The family is now sick. Where is the HO who had more time off than at work!

Water leaking from the roof , mould damp, kids haven’t had their own room all the items are damaged affected for years. but only now they stopped paying the landlord , after having made a formal complaint to Head office about the service the conditions . They stopped paying the landlords rent and lied to the landlord that the tenants not paying rent.. and now ordered an eviction… on the tenant young vulnerable family ..
but it’s not there problem they say it’s a job Monday - Friday .. the council have a duty or find your own home!! … it’s just another day for the NHG and your just another number and no one actually cares .

I am in the process of getting a leaking shower tank fixed. The water has flooded the bathroom and risen under the floorboards. I’ve switched off the water supply to prevent further damage. Nottinghill Genesis is a 50% share owner of this London Flat. I thought they would be able to recognise the urgency of getting the repair done as quickly as possible (my husband is 68 and I’m 64)I asked if they had an emergency plumber details. I was quite shocked at their cold hearted response. NHG do not recommend plumbers or give out numbers to lease holders on any percentage ownership. It is entirely the responsibility of the tenant even though I have never defaulted on my monthly rent. I was not asking for them to be financially responsible for the repair, just for the contact number of a reliable plumber which was emphatically refused. Especially as this issue could affect other properties in Campbell Gordon Way. GROW A HEART NHG!

If just like me, you are a Notting Hill Genesis resident, then please read the article in Inside Housing about what the Regulator of Social Housing said about Notting Hill Genesis.

Major London landlord downgraded to G3 amid ‘serious’ consumer failings
News
27.11.24
11.46 AM
by Jenny Messenger
Notting Hill Genesis (NHG) has been downgraded to G3 by the English regulator and handed a C3 rating for consumer standards following “serious failings”.

The 67,500-home group is the first G15 landlord to be given a C3 consumer rating. Its financial viability rating remained unchanged at V2.

On NHG’s governance, the regulator said it had found “insufficient evidence that NHG has an appropriate and robust business-planning, risk and control framework that allows it to adequately manage and address risks”.

The judgement added: “Currently, the delegation of health and safety risks between three different committees is not effectively managed, resulting in the board not having comprehensive assurance on the health and safety of tenants in their homes.”

For the consumer grading, the regulator highlighted a “substantial backlog” of more than 2,000 overdue fire safety remediation actions.

“Although actions are being completed at an increased rate, the volume of overdue actions is high, with some overdue by at least 12 months,” the judgement said.

The RSH also pointed to a “lack of data on whether legal requirements had been met in a large number of third-party-managed buildings”, a repairs backlog and a lack of up-to-date, accurate stock data.

The regulator said there were “serious failings in NHG’s delivery of the outcomes of the consumer standards and significant improvement is needed, specifically in relation to the outcomes in the safety and quality standard”.

The RSH said: “NHG is not meeting its own timescales for the completion of its repairs, maintenance and planned improvements, and this has been a factor in creating a repairs backlog.”

Patrick Franco, chief executive of NHG, described the judgement as “very disappointing”.

He said: “I joined Notting Hill Genesis last year to work alongside dedicated colleagues and improve services for our 130,000 residents, and I am sorry that they are still not getting the service they deserve.

“Today’s regulatory judgement is very disappointing for Notting Hill Genesis, but it confirms the need for us to redouble efforts in our ongoing drive to become a more resident-focused organisation.”

Next steps include writing to all residents to apologise that services are not “at the standard they expect or deserve”, NHG said.

The large landlord has also faced financial challenges in the past 18 months. It was forced to temporarily suspend trading for five of its bonds after it filed its audited annual accounts late.

Its overdue accounts revealed a deficit of £90m for 2023-24, an increase of £8m on the £82m deficit it reported in unaudited accounts in June. This was due to “building safety liabilities and asset impairments” of £110m and lower sales figures, it said.

Its most recent half-year results, NHG said it had made “progress” after reporting a post-tax surplus of £37.4m and a 10% increase in turnover.

The only other G15 landlord to be given a consumer rating is Southern Housing, which was handed a C2 in August, and moved to a top grade of G1 forQ governance.

No answer to phone lines. After long waits to speak to someone, a customer rep would pick up the call and simply drop it without saying anything so you'll have to call right back and go through same cycle. Impossible to speak to someone.