Notting Hill Genesis Reviews 

I have been with NHG for 6 years now and around 17 through Notting Hill Housing. Since they merged and I moved into the flat I'm in now it's been like Fawlty Towers from hell!.

I have 2.5 M damp on my wall in the living room. I have been fighting to get it repaired, but still nothing. I have gone through Ombudsman last year over the kitchen window not closing, damp, mould and bathroom. They are now trying to force and bully me into a hotel last week after another surveyor was 'sick' yesterday and contractor turned up without tools yesterday. I have Asthma and child uses inhaler. I was not sick when we moved in here nor was she. Shocking that they still neglect tenants after Awaab's law. Absolutely appalling service. No ventilation in hallways.

London affordable rent- why there is a flat income
Threshold, 2 bedroom rent need £60k income
regardless of the monthly rent? A

They treat tenants with utter contempt, just parasites sucking in rent but offering no service at all. This is my third review as each time the response is to contact them and guess what? Nothing improves. Enquiries are ignored, Complaints process ignored and the rot goes right to the top. If you want a laugh, read their mission statement etc and the truth is the opposite. I have the misfortune of being a tenant and to be honest, my mental health has taken a pounding trying to get anything done. Service charges for services not delivered that are not corrected. If ever you wanted to identify a rogue landlord, look no further. To Notting Hill Genesis - rather than send the standard response my property ref is 58017030. You will have all my details, maybe someone who is prepared to actually do something can contact me? Won't hold my breath. PLEASE PLEASE TO ANYONE THINKING OF BUYING OR RENTING THROUGH THIS LOT, STAY WELL CLEAR IF YOU VALUE YOUR HEALTH AND SANITY.

Update 5/5/2026 you will see there are multiple enquiries and complaint issues outstanding not just the one you have chosen to single out. If you are going to respond be honest and accurate.

NHG sold the social housing flat above us, now we have a leaseholder that has put hardwood floors down. We hear everything as there is zero sound proofing.
They act like they own the whole building.
NHG will not tell us what is in their lease.
We have asked for a Formal Report of Structural Noise Transference. Under the Housing Ombudsman's Complaint Handling Code, you have a duty to:
Conduct a building survey or acoustic test to determine if structural problems are enabling excess noise.
Review practical measures such as void standards (e.g., ensuring adequate floor coverings or anti-vibration mats).
Provide a clear action plan that is distinct from your ASB policy.
Housing Ombudsman.

They so far have have not responsed again to this request. They simply do not care!
Why are NHG selling social housing in a social housing block causing problems with lower income Tennants and private owners who think they own the hole building? Especially in this time of Social Housing Crisis?
We also have a kitchen with no draws, mould in the bathroom. Back door is mouldy because of instead of an exterior door they have used a thin interior door. Ceiling damaged from leak from above flats. The list goes on...
I also have had a breakdown because of all of this and I pleaded with NHG to help. This was also ignored.
I have reported all of the above and they do nothing. I even included all my emails to Patrick Franco (the CEO of NHG) , his PA doesn't even give them to him.
Shame on NHG

After NHG answering this review....
You told me to contact the NHG, I have done this multiple times through emails, face to face with my housing officer, letters to CEO that were not answered , raising complaints that are all ignored. I also have written to my MP! So tell me EXACTLY by ringing this number you tell us to ring Robin, what is the difference to anything I have already done?
I can answer this already for you. NOTHING!
No body cares in NHG. Just look at all the reviews.

Adding this complaint here for 40-41 Kew Bridge Road as emails are being ignored.

I have received notification that I owe £600+ in additional service charges. In 2025, an error was made in calculating the service charges, which was later rectified.
You originally estimated the Roadside Electricity bill to be £15,915, and you are now stating that it is £46,649. I have asked for this to be investigated, as this appears to be an error, yet my requests have gone unanswered. I am requesting copies of the bill along with a full breakdown so that I can understand why this charge is so high.
I contacted my Property Manager on 16 April and have not received a response. I followed this up again today, but all NHG contacts currently have out‑of‑office notices enabled. I have also requested a Microsoft Teams call with NHG, as we have not had a residents’ meeting for many years, and this would be an appropriate opportunity to discuss the significant discrepancies within the accounts.
I wish to raise a Stage One complaint, as I am extremely concerned about being ignored on a matter of such importance.
Additionally, I have received a text message demanding payment for this amount, and I am being chased for money that I do not believe I owe.

I rarely write reviews but felt I had to do so in this case. This is the worst housing association I have encountered without exception. They constantly ignore emails, calls & voicemails. They have new PMO's every few weeks. This is very worrying in itself and speaks volumes about the organisation.
I am a leaseholder My questions are simple...

1. Re Service Charge- I was paying £181.25 per month currently for the service charge, it appears that you are asking for extra amounts every month. Have the direct payment per month changed? If so, I would like to change the amount I pay per month permanently so I do not receive unnecessary emails.

2. Secondly I was enquiring about how many years there are left on my lease.

Unbelievable... stressful and unnecessary?

Absolutely appalling service. I have made multiple attempts to obtain a critical document and have been met with silence, vague responses, or no action at all. Communication is practically non-existent, and there is a complete lack of urgency or accountability.

As a landlord, this level of disorganisation and disregard is completely unacceptable. Basic requests are being ignored, and there is no transparency or professionalism in how enquiries are handled.

This experience has been extremely frustrating and reflects very poorly on the management. A serious improvement in communication and responsiveness is urgently needed.

I live in a building that was managed by Notting House Genesis until we decided to manage it ourself under Right to Manage (RTM). They claim to be a housing association with a social profile but what we have experienced is quite the opposite. A recent example: The final financial accounts for the rent were finalised more than 2 year after the end of the financial years 2023/24, resulting in overspend of between GBP 1000 and GBP 1500 per flat which the leaseholders were asked to pay. The gap represents close to 50% overspend compared to the rent paid by each tenant for that entire year. In a time where many struggle to pay their ongoing bills not all will have such large amount of money available which could drive some into debt. All because of incompetence by a housing association that boldly claims in its marketing material to have a social profile and provide affordable housing. Personally I would not recommend this company to anyone and I would not move into a development that they manage.

This is my second review as the strategies adopted by this organisation is unacceptable. What they now do is not respond to complaints or direct enquiries via the app we have as tenants. I have 2 complaints unactioned by them, one of which has not even been acknowledged despite the CEO PA trying to get an answer for me. Says a lot about this so called Social Landlord. The standard response to reviews is contact the call centre, guess what they just pass on a message that is ignored. I now also have proof that a member of staff lied to me about service charges, intend to contact the Housing Ombudsman. The biggest insult is that they send out newsletter after newsletter about tenant involvement and service improvements - an absolute joke!! NHG when you read this do not give standard answer, actually have a senior member of management contact me. That won't happen. I have in my personal and work come across terrible companies with a negative attitude towards customers/tenants but Notting Hill Genesis takes the crown for their contemptuous treatment of tenants

I moved out on March 16th, but the exit process was a nightmare of NHG’s own making. The Property Manager failed to show up for the agreed check-out appointment and ignored all calls. When she finally called the next day, she actually shouted at me, blaming me for her own missed appointment. She only retracted her aggression once I informed her I had the entire timeline logged.

Despite confirming in writing that I vacated on March 16th, NHG has:

Disabled my account access so I cannot manage my finances.

Unauthorized Charge: They then charged me £1,177 for April rent for a property I don’t live in.

Withheld Funds: They still owe me a pro-rata refund for the last 15 days of March.

I had to escalate this to the CEO (Patrick Franco) and the Operations Manager. Instead of an apology or a refund, the Operations manager attempted to dodge accountability by telling me it was "my responsibility" to cancel the payment—while in the same breath confirming they had disabled my account so I couldn't access it!

This negligence has put me in a desperate position, leaving me without the rent money for my new apartment. NHG’s leadership needs a total overhaul; if this is how Patrick Franco manages the company, they are failing on every level. They are quick to take your money but will ignore you and shout at you when they owe it back.

I want to also add I've been reading these reviews for a few mins and they keep suggesting that we contact them through this number "020 3815 0000" you call them and they cant transfer you to anywhere they just take a note and will try to have someone call you back (not the receptionist fault) but this system clearly does not work! The fact that I had to go through all this trouble after being falsely charged and I didnt even get a call back! They know that what they are doing is criminal!

My nephew has special needs and lives in supported accomodation for vulnerable people managed by NHG. Due to structural issues with the building all residents had to be temporarily relocated very quickly . NHG worked tirelessly with the help of care support , the local council and social services to find a building that would accommodate the residents to ensure they retained the same care support staff and neighbours which minimised the stress and anxiety this situation had caused. The move went well and all staff (Care Support and NHG) have been so great, popping in and out of his flat and inviting him to come downstairs at any time. We wanted to thank you all so much for your care and kindness. He is well known and well liked and this is ever more apparent at times like this when you all give that bit extra and go above and beyond for him even though it was a stressful time for all of you too - moving to a new building and working out how best to help all the tenants/clients …….

The worse housing association, constantly changing of housing officers, disgusting behaviour from housing officers not addressing emails and answering calls, been living with mould and damp for years cheap repairs making us sick, they treat their residents like tramps and animals don’t care about the residents, constant raise in rent and service charge , cleaners that can’t be trusted, Notting Hill need to be exposed for their lies.
They trap their residents in overcrowded flats, they put new buildings but yet still I have fill out at least transfer forms.

I would like to take a moment to recognise and sincerely thank Cameron Finnie from the Renewal Team at NHG for the outstanding support, professionalism, and compassion he has shown while helping one of our elderly neighbours secure a more suitable home.

Our 82-year-old neighbour, Mr K, had been experiencing increasing difficulty managing in his existing property, which was no longer suitable for his needs. As neighbours who care deeply about his wellbeing, we approached his housing officer to ask whether he could be considered for an empty property on the same street — somewhere familiar that would better support his safety and independence. Unfortunately, we were initially advised that this was not possible, with responses explaining that it was not policy to move tenants in this way and that sheltered accommodation would be the only available option.

While sheltered accommodation may be suitable for some residents, it would have had a significant negative impact on Mr K. This is the community he has known for many years, and his local support network is fundamental to his wellbeing, confidence, and sense of security.

Cameron approached the situation with a completely different mindset. Rather than focusing on limitations, he listened carefully, showed genuine understanding, and treated Mr K as a person — not just a tenancy case. With empathy, patience, and determination, Cameron explored practical solutions and ultimately helped facilitate a move into the property on the same street. This allowed Mr K to remain within the environment where he feels comfortable, supported, and safe.

The entire process was handled seamlessly, from initial discussions through to the sign-up stage. Cameron demonstrated exceptional professionalism while also showing kindness, respect, and humanity throughout. His calm and reassuring manner made a potentially stressful process feel manageable and positive for everyone involved.

It has been genuinely uplifting to witness someone work with such empathy and integrity. Thanks to Cameron’s efforts, Mr K will now be moving into a home that is far more suitable for his needs while remaining surrounded by neighbours who can continue to look out for him and ensure he is safe and supported. Since receiving the news, Mr K has been beaming from ear to ear — a clear reflection of how life-changing this outcome has been.

Professionals like Cameron remind us that housing is not just about policies and properties, but about people, dignity, and community. His dedication, seamless coordination, and compassionate approach demonstrate the very best standards of service. Cameron is a true professional — respectful, considerate, and driven by genuine care — and NHG is fortunate to have someone who leads with both professionalism and heart.

Thank you, Cameron, for going above and beyond and for making such a meaningful difference to someone’s quality of life.

I honestly cannot express how frustrating and unacceptable my experience has been. The service has been consistently terrible, with issue after issue and absolutely no sense of urgency or accountability.

For over six months now, there has been a leak directly outside my front door. Six months. This has been reported multiple times and even escalated to the complaints department, yet nothing has been done. The leak is still there, completely unresolved.

Trying to get in touch with anyone is nearly impossible. My managing agent is effectively unreachable, and communication overall is extremely poor. It feels like no one takes responsibility or has any intention of actually fixing problems.

This situation is not just inconvenient — it’s completely unacceptable and unhygienic. I have a toddler, and every time we step outside our home, we have to avoid water dripping on us. No one should have to live like this, especially in a property that is supposedly being managed and maintained.

All I want is a proper resolution and for someone to take accountability. Right now, it feels like residents are being ignored entirely.

I would strongly advise others to think twice based on this experience.

Patrick Franco’s Notting Hill Genesis is providing rent-free accommodation in a central London flat to a young professional couple who would not qualify for social housing, I have recently discovered (21 Feb). The couple have been living in a flat in a mid-terrace period property near Hyde Park and Kensington Gardens for the past 2 years paying bills only. The situation means there is one less space available for genuine social housing applicants such as a vulnerable single person or couple; a young single mother; or even a couple with a small child. According to the think tank Centre for London, the capital is experiencing an acute and worsening social housing crisis, with over 336,000 households on social housing waiting lists, the highest levels in over a decade. The shortage is particularly severe in central and inner London, where waiting times for family-sized homes can span decades. And the reason why NHG has been housing a young professional couple rent-free for 2 years and counting? Well, it’s not the couple’s fault. It’s down to NHG’s negligence and incompetence. Two years ago the couple had to be moved out of the flat they rented (NHG is the freeholder) due to a severe mould infestation. This was caused by NHG neglecting the property for many years, which led to water ingress from a rear wall. NHG’s response to the growing mould problem was so slow that thick black mould was able to spread over an entire wall. Even once the couple had been rehoused, it took NHG more than 1 year to get the wall fixed. So – why didn’t the couple move back in after the mould problem had been fixed? Because meanwhile several major leaks from the flat above (itself void due to NHG negligence) had severely flooded their flat. One of the leaks continued for several days before the source, a faulty water tank, was switched off – not by NHG, but by the London Fire Brigade, who had to be called in to deal with the matter. So – why didn’t the leaseholder of the couple’s flat make a claim with NHG’s insurers and get the flood damage repaired, as is the usual procedure? Well, the agent for the flat stated that the insurers refused to pay up because NHG was at fault. I have not been able to verify if this is the case but I have no reason to think the agent is lying. Now NHG is in a seemingly never-ending dispute with the leaseholder of the flat over what repairs it will or won’t carry out. Meanwhile genuine social housing applicants have been unable to find a home in this NHG property for 2 years and counting because of a problem caused by NHG negligence and exacerbated by NHG incompetence. Remember: this is a social housing association. It’s supposed to provide social housing – not use precious accommodation to rehouse professionals while it continues to fail to resolve problems it has caused.

I continue to have the most challenging , frustrating and time consuming with noting hill genesis . Over the past 7 months I have been trying to purchase a property . Their lack of customer care has been astonishing . I have had to contact to find answers. I have had to chase on my own to get answers. My case worker never reached out to me. I called one day and was told she moved to another department . No notice , no introduction, no care whatsoever . Who treats customers like this? You provide a service . It’s your responsibility to make the customer feel welcomed. Every time I call I shouldn’t be told that someone would call me back and never receive one , or that my caseworker is on AL LEAVE . Where is the processes ? Where is the accountability ? Where is the thought ? My solicitor told me that the lease was incomplete . How?! It was actually missing a page . Causing further delays . Then after more weeks go
By we are advised that you have been chasing the wrong organisation for the lease. Further delay. It’s just appalling . I contact your leasehold lime and someone with an attitude says she can’t answer my question. Why are you in that position to answer phones it you can’t do anything ? What kind of customer service is that ? It just doesn’t make sense. No one has the answers, no one cares, no one bothers to chase or empathise or just provide the service they are paid to do. The only thing I have been happy with is the new leaseholder case handler that I have been dealing with, but he is also new . Other than that the experience has been shocking…

One of the top 3 worse companies in the uk I’ve ever had to deal with. 12 years waiting for a roof leak to be resolved. Daily lift maintenance issues. The management staff are bottomless useless thy don’t care the system doesn’t care a Patrick the ceo doesn’t care a complaint takes weeks on end with no resolutions and they are above the law. Stay very clear of this cowboy company

I see via Google it provides affordable housing . I beg to differ charging OAP almost £400 a week . £1733. A calender month for a studio you mean bedsit . It's extortion especially when services go down there is no rebate ... Kitchen goes down there is no hot food . Lift out of service people stuck upstairs can't get to dining room .
The list goes on .....

I would very much like to thank Cameron , Anita and Jordan for their help, support and professionalism in arranging my transfer to a new home.
They worked with me closety to ensure I was kept in the same location, which was of utmost importance to me. This allowed me to keep the same support networks and friends who I have gained in the same area. It is also very local and convenient for my work.
I am truly grateful to Notting Hill Genesis and would recommend them to anyone looking to find accommodation with them.

When the NHG complaints team get more complaints about their work or lack of it in some cases than actually solving complaints you know it is REALLY BAD.
What hope is there for tenants?
It is bad all round.
It is almost like they are dragging people of the street to work in that department its ridiculous.
I was awarded compensation in August 2025 and today is the 6th March 2026!!!
the proverbial P'- up in a brewery comes to mind.
The incompetency is just unbelievable.