Notting Hill Genesis Reviews 

This review is an edited version of an open letter I sent to Patrick Franco, Chief Executive of Notting Hill Genesis, with a request that it be shared with the Chair, Board members and relevant Non-Executive Directors.
My experience as a resident of NHG has left me concerned about whether this organisation is delivering accountability, effective services or value for money.

NHG appears to have developed a large structure of managers, officers, departments, contractors and complaints teams. Yet basic problems can remain unresolved for months or years. Issues are reported, logged, escalated, reviewed and reassigned, but action is often slow, incomplete or absent.

Residents do not judge a housing association by the number of meetings it holds, emails it sends, policies it quotes or departments it involves. We judge it by results.

Are repairs completed properly? Are estates clean and secure? Is anti-social behaviour dealt with effectively? Are complaints resolved? Does anybody take responsibility?

In my experience, responsibility is too often passed from one team to another. Residents are left chasing replies, repeating the same information and trying to identify who is accountable. Straightforward problems become buried in bureaucracy, while vague assurances replace firm dates and measurable outcomes.

This is difficult to accept when residents pay substantial rents and service charges. Every management layer and contractor arrangement carries a cost. Residents are entitled to ask whether enough of their money reaches front-line repairs, cleaning, security and maintenance.

At Byron Court, I have experienced long-running concerns involving cleaning standards, estate management, security failures, repairs, anti-social behaviour and poor communication. These matters required repeated emails, formal complaints and escalation before meaningful attention was given. Even where NHG has admitted service failures, residents can still be left waiting for lasting solutions.

The complaints system can feel like another layer of administration rather than a route to resolution. A complaint may be acknowledged, reviewed and answered, yet the underlying problem may remain. Compensation may recognise failure, but it is not a substitute for corrective action.

The central problem is a growing disconnect between administration and delivery. NHG seems increasingly focused on managing processes rather than solving the problems those processes were created to address. Residents should not need to become investigators and project managers simply to obtain basic services.

A housing association should be judged by the condition of its homes, the safety of its estates, the quality of its services and the speed with which it corrects failures. It should identify who owns a problem, what action is being taken, when it will be completed and what happens if a contractor or officer fails to deliver.

NHG’s senior leadership and Board should urgently examine whether the organisation has become too bureaucratic, too slow and too removed from residents’ daily reality. They should examine whether resident funds are being used efficiently and whether management costs produce visible improvements.

More resources should be directed towards competent front-line staff, effective repairs, supervised contractors, estate maintenance, security and clear accountability. Contractors should be monitored against real standards, not simply paid because a task has been recorded as completed. Managers should be responsible for outcomes, not merely forwarding emails.

Residents deserve honest communication. If there is a delay, we should be told why. If a part has been ordered, we should be told what was ordered, when and by whom. If responsibility sits with a particular officer or contractor, they should be identified. Vague statements such as “the relevant team is aware” or “the matter has been escalated” are not adequate when problems continue.

NHG needs to restore confidence by showing that lessons are learned, failures corrected and recurring problems prevented. Residents deserve an organisation that gets things done, not one that simply manages the process of discussing them.

Lots of issues with NHG's Lampton Park Side residence.

However, there are some staff members who are great.

In particular, I have found redacted to be extremely pleasant, respectful, responsive and very helpful.

Thank you Anthony.

I had been on the waiting list for a move from my previous property for many years and had given up hope; until I was contacted to view a few properties. The housing officer i was assigned from NHG Renew was Miss Sharon Folkes who was brilliant!!

Sharon kept in contact with me throughout and answered any questions I had regarding the move and the process. She made sure I understood all the paperwork and anything I didn't know was explained to me.

I did have a slight issue with services available in the flat and the removal company, but Sharon made contact and was all sorted within 48 hours.

I must say for the first time I felt listened to, as I haven't has the best experience with previous housing officers, but so Happy I had Sharon Folkes dealing with me this time around. Great customer service, she was very professional and good at what she does, but most importantly she showed me respect!

Thank You for the seamless move! N.B

Had a viewing at the Parkside flats and although it wasn't for me, I must say that the sales rep Leigh Hamilton, was friendly and knowledgeable. Highley recommended NHG and Leigh.

I am extremely angry and disappointed with the way Notting Hill Genesis handled a repair that had a significant impact on my independence as a disabled tenant.

As a full-time wheelchair user, I rely on adaptations to enable me to live independently. When the adaptation supporting my built-in oven failed, I was initially told the repair would be treated as an emergency due to the effect it would have on my daily life. However, that emergency status was subsequently cancelled without any notification or explanation. I only discovered this when I contacted them myself for an update.

The repair was assigned to Wates, Notting Hill Genesis' contracted repair provider. Throughout the process, appointments were repeatedly cancelled without notice, operatives failed to attend, and communication was poor. Staff were at times rude, dismissive, or completely lacking in empathy for the situation I was facing.

What I found most unacceptable, however, was the response from Notting Hill Genesis. Despite being responsible for my tenancy and for overseeing their contractors, I was repeatedly told there was nothing they could do. Every time Wates failed to attend, cancelled an appointment, or left me without information, Notting Hill Genesis simply distanced themselves from the problem rather than taking ownership of it.

The repair took an entire month to complete. During that time, my oven was left sitting in the middle of my kitchen floor. As a full-time wheelchair user, this meant I could not access my sink, hobbs or even reach my fitted hot tap to make a drink. My kitchen became unusable, severely restricting my ability to carry out basic daily tasks in my own home.

Only after weeks of chasing did Notting Hill Genesis eventually raise a formal complaint. (I am still waiting to hear any kind of result or action regarding this). However, this should never have been necessary. It should not take constant persistence from a disabled tenant before a landlord takes meaningful action regarding a repair that directly affects their independence and quality of life.

This experience demonstrated a shocking lack of accountability, communication, and understanding of the challenges faced by disabled residents. Notting Hill Genesis seemed more interested in telling me what they could not do than in finding a solution to a problem that was leaving me unable to use my kitchen properly for a month.

I find it astonishing that this level of service is considered acceptable. Unfortunately, as a Notting Hill Genesis tenant, I have no choice but to continue relying on a system that has shown so little regard for the impact its failures can have on disabled residents.

Their star rating speaks volumes!!

Of all the experiences I had whilst living in the UK for 7 years, NHG is the most bureaucratic and careless company. Things take ages, iterations and iterations. People do not work. Support is unaccountable. Building manager gives only promises. Only when it comes to charging service charge they become responsive. In short, the company is terrible and needs a complete change of management and strategy, but it seems with all the money they have from buildings, it doesn’t matter

If it was possible to give this 'housijg association ' zero stars, I would.

I have a shared ownership property. Each month I pay almost £850 in rent despite owning a 40% share.

It is therefore impossible to staircase to full ownership and completely negates the affordability aspect of shared ownership.

For my £850 rent I receive precisely nothing in return. They just take the money and run. They do not help when requested.

They did absolutely nothing to resolve the cladding issues in our block. It was left to residents and the management company to resolve.

The 'Housing Officers' are completely inept, issuing incorrect paperwork for my leasehold / cladding issues and losing me a buyer.

Avoid - they are charlatans and worse than the plague. Parasites, all of them- leeching off residents and doing nothing in return. I don't know how they sleep at night. They should be ashamed of themselves.

If there was a zero star option I would chose it!
Worse choice ever to buy a flat and have them as freeholder. Avoid at all costs!!

Response to their response:
I have alreday raised a complain but you did not solve any of the issues I reported. Please feel free to get in touch with your complain department to find out yourself.

Horrendous experience . NHG have done nothing to deal with a tenant who is constantly threatening neighbours, pulling knives out, leaving her dog unattended for weeks etc. Police and ambulance are called out to her property several times a week as they wont do anything about her. This has been going on for over 2 years.

Not happy it all call them too many time complain too many times I stopped the some amount of runt, they come.They do very Cheap job, my kitchen drawers, broken.They just triple screw it i could do that. They're supposed to change my kitchen in 2019\n Bathroom people come, they do work, but not really good, very cheap work.they Screw 2 place left, one place. Empty the water go in, it will break again. I really don't understand why nothing hell genesis is doing this cheap job

I have been reporting serious repair issues at my flat on All Saints Road, W11, since 2018. After years of delays, my solicitors had to force action from Notting Hill Genesis, and agreements were reached regarding essential works to my property.

I was originally meant to return to my home in October last year after being decanted but only managed to return on 9 May this year. Despite all this time, major agreed works still remain incomplete.

The main issue concerns my windows. Agreed works included overhauls, draught excluders and secondary glazing. Only the secondary glazing appears to have been done. The windows still rattle badly in windy weather and there are ongoing draught problems.

A surveyor called “Nick” attended my property today regarding these issues. He did not show any ID or properly introduce himself. I found his attitude dismissive and unprofessional from the start. When I tried to refer to the agreed schedule of works between solicitors and surveyors, he appeared uninterested and insisted certain works were not included.

During the visit, I felt he was abrupt, rude and confrontational. When I looked towards his phone believing he was showing me the list of agreed works, he reacted aggressively and used inappropriate language. I also felt my concerns about the windows were dismissed without proper investigation.

After years dealing with unresolved repairs, legal involvement, delays returning home and ongoing incomplete works, this experience has been extremely frustrating and upsetting.

I am making a formal complaint regarding the surveyor’s conduct and requesting an investigation, together with clarification on why agreed repairs remain outstanding.

Based on my experience, the handling of repairs, communication and professionalism has been very poor.

THEY MUST BE THE WORST COMPANY IN THE UK.
NEVER GET BACK TO YOU, JUST IGNORE YOUR EMAILS.
THE PLACE SHOULD BE SHUT DOWN, ABSOLUTE GARBAGE.
DO NOT RENT WITH THESE PEOPLE OR YOUR REGRET IT.

The pedestrian and vehicle gate at our building has reportedly been broken and left permanently open for over three months. Multiple residents have submitted repair requests and complaints but there has been little visible action or communication from NHG. As a result, non-residents have been regularly accessing the property, including people sleeping in the bin rooms and plant room, and there have been ongoing concerns among residents about drug use in communal areas. Given the obvious security and safety implications, this has seriously damaged my confidence in NHG’s management of the building and their commitment to resident safety. On top of this, NHG have continued to ignore requests to repair the roof terrace from 2016. As a result they are now advising a complete replacement is required and that the residents should bear most of the cost. Issues have been sent on to the ombudsman and members of council as this total lack of regard is beyond acceptable. This is a complete failure

so I applied for the London Living Rent scheme. I got a quick response to visit the proposed apartments and I consented for one of them. Soon after they sent a link including reference and application to be filled and deducted £150 upfront. Nevertheless, after this stage, every other action required by me looked like a time-bomb. They would just shoot an email in the morning and ask to provide docs by day end, if not then my application will be cancelled. Things moved along after a month and a half I had a call with their credit advisor, after such a long waiting - he said that you are not eligible for this scheme due to your bank balance. Although I provided my last 3 months bank statements in the first step of the whole process, but they still wasted so much time and ofcourse, the £150 which was never refunded. Its a scam!!

I’m deeply disappointed with the way Notting Hill Genesis has handled this situation. The lack of care and urgency shown towards tenants is frankly unacceptable.

My intercom system has now been broken for over a week, with no repair in sight. This is not a minor inconvenience—it directly affects my ability to safely access my home, especially as I am disabled and rely on crutches. Despite this, the only solution offered was for me to move into a bedsit. That is not a reasonable option. Why should I be expected to leave my home because of a fault that should be promptly repaired?

What makes this even more frustrating is that the previous intercom system lasted 30 years without a single issue. The current system has now failed for the third time, raising serious concerns about the quality of the equipment being installed. It appears that cost-cutting has taken priority over reliability and tenant wellbeing. Installing low-quality systems across multiple properties may reduce short-term expenses, but it creates long-term problems for residents.

The situation also highlights a broader issue with tenant care. I have been offered alternative properties, but they are all on upper floors, which is completely unsuitable given my mobility issues. Not a single ground-floor option has been presented. Many of these properties are also located in areas where I would not feel safe, particularly as a disabled person. This is not just impractical—it’s distressing.

Where I currently live is a safe and suitable environment for me. Right now, something as basic as a functioning intercom has become a “luxury,” simply because of the inaction of the housing association.

I have made it clear that my circumstances are serious, yet there has been no meaningful response or urgency. Leaving a vulnerable tenant without resolution for over a week is not just poor service—it reflects a worrying lack of responsibility and care.

If this situation continues unresolved, it will only reinforce the view that Notting Hill Genesis is failing its tenants in both duty and basic standards.

Nottinghill Genesis will not support me after moving in a new tenant who plays loud music. I have supplied recordings , logs and even had noise nuisance team from council come witness A S B but nottinghill genesis still lets this man make our lives miserable. They do not care and do not want to accept responsibility.. its disgusting how much they do not care!!!!!!

This lot and their contractors are utterly worthless, useless and gormless beyond belief.

I have been constantly complaining about the door release mechanism on the front door to my block never opening whenever I buzz people into my building for the last couple of months now, but nothing has been done to resolve it. I made an appointment in my Notting Hill Genesis account for that problem to be fixed, and it was reported as an emergency on both occasions, but both times that appointment was cancelled in short order without me being informed or consulted with.

I been constantly emailing my housing officer about this issue and asked her to send somebody around to resolve it, but she ignores all of my emails; and I can never get hold of her by telephoning her office, despite innumerable attempts.

I even complained about that problem to the environmental health department of my council, but they told me that it was not within their remit, and that I would have to resolve the issue with my landlord.

There hasn't even been a latch on the front door to my block for the last few years, since we had floods in my vicinity. The communal area of my building has never been mopped for all the years I have lived here, because my landlord won't employ a cleaner; yet they send endless fire safety officers around to my block to carry out fire safety inspections every five minutes, and they incessantly knock on my door to check my doors and the alarms in my flat.

On the numerous occasions when my flat has been flooded it has destroyed my lighting, ruined my ceiling and floor; yet Notting Hill Genesis and their contractors have done nothing about it for months.

My landlord (Notting hill Genesis) doesn't want to resolve any issues. MY LANDLORD DOESN'T CARE!!! YET THEY ARE MORE THAN DELIGHTED TO KEEP TAKING HUNDREDS OF POUNDS FROM ME EVERY WEEK IN RENT!!! NOW WHAT'S GOING ON!!!

It’s a scam. Don’t even bother. I went for a viewing today for this flat that was falsely advertised. Absolutely shocking, dianne or whatever her name was didn’t give a toss about anyone that was viewing nor could she answer questions and shunned me and another lady away when we asked why the flat we had been brought to view wasn’t the one in the photographs

Diabolical.

Took a whole week off work for what I thought was the end to endless mould washes and surveyor appointments for the bathroom and toilet to be thermalboarded to be told toilet can be done (tiny room) but bathroom can’t because of costs involved. NHG do not care about their tenants or the exposure of mould in their homes, everything’s money! But if you 24hrs behind on rent your getting txts to remind you that the rent account is in arrears! Made a complaint , stop all the compensation and use the money to get the jobs done instead of cutting corners 😡
Update-
So I emailed my housing officer, the surveyor and called HQ as asked above and 2 days later I still havnt even received so much as a courtesy call- I had taken a week off work to accommodate for works and as usual NHG manage to mess up! Of all the housing I have rented over 25 years they are the WORST and just INCOMPETENT !

This has to be one of the worst housing associations in the country. They will void digital evidence of works agreed, have you go round in circles, chasing them up for years on end without any resolve.
I do not understand as to why NHG have requested I call them especially after they lied to Joe Powell having stated I had refused access to works merely because I wanted extra work doing when in reality they continually voided works as far as they possibly could , years on the very same works have been voided.

It seems the only purpose of the existence of NHG is the rent flow. Evidently they lack humanity and empathy on every level. They don't care about you or the impact of their negligence has on your mental and physical health and in my opinion even your life and death has no impact on them. For them, you're just a source of income and just another residence whose rights will always be denied ?
They don't have a leg to stand on to justify their demeanor.

Prior to having moved in, neighbours warned me and I didn't want to believe, it has to be one of the biggest mistakes I I made in my life.

They will treat you dumb and stupid hoping you're one amongst those they can escape all forms of liability and service.

I have been honest as can be having lived with Nhg since 2019.

The level of never ending negligence and irresponsibility by NHG is beyond any scope imaginable let alone having lived the experienced for myself.

In my case, over five years of giving them the opportunity to put things right, and all they do is send surveyors to look good in comparison to other housing associations adding to there yearly report boasting regarding the amount of Surveyors having attended there properties but no information as to how many tenants were actually satisfied.

Regardless of Awaab law in place, they will bandage the damp and mold and paint over it without dealing with the actual root of the cause as thats exactly what they did to my bathroom.

Damp and mold spores can cause all kinds of respiratory problems and allergies and can even cause death.

They keep you lingering on for years on end with false hope agreeing to works they void as far as they possibly can unless you seek legal advice or and file a case against them with the ombudsman

Out of 100 I will give it a complete ZERO.

Based on my experience, I advise anyone considering moving into a NHG property to seek legal advice before accepting their property....you may live to regret forever or and have your lifespan reduced by the level of stress neglect, constant chasing and deciet they will put you through.

They increase rent continually but there services remain at the lowest level.

I personally think NHG could be on the list of the worst housing association in the UK

No words can express the level of pain they have caused not just to me but many others.

Customer services can't do anything because their hands are tied to invisible locks controlled by stingy CEO's & Directors.

Surveyors want to help but they're also restricted with invisible locks.

My words cannot express the level of impact living with NHG has had to my emotional & physical wellbeing.

EXPECT ABSOLUTELY NOTHING OTHER THAN NEVER ENDING NEGLECT, MANIPULATION & NEVER ENDING STRESS.