Notting Hill Genesis Reviews 

There should be a 0 star ratings for companies like this! They have been awful from the start, I brought a property though the Shared Ownership scheme in 2020 with a clear budget set out. Within 2 years the cost of living had doubled, a large part due to the service charges. Despite trying on several occasions to ask for representatives to attend Resident Meeting NHG ignored the issues for residents. The service charges are never billed on time and often at multiple years in one go, which even if you are budgeting for the cost come at a shock when there can be a 10 or 15% increase compared to what you were budgeting.
Once you have bought the property you are trapped, selling is very hard for a number of reasons. Firstly, due to the increase in service charges which you have had no control over. The actual cost of the property, new builds are over priced, so you expect there to be a reduction in cost when you sell, however as a “home owner” you expect to make some profit on a property. Due to the way the Shared Ownership system is set up it is highly unlikely someone will re-purchase your property as a Shared Ownership, unless your property is a small one bed. The rent’s are set for New Builds, however these increase in time once you move in meaning your rent and service charge for your “second hand shared ownership” is almost certainly move expensive than a New Build Shared Ownership. So, you will most likely have to sell on the open market, however you now have a Shared Ownership property you wish to sell, this is not attractive to most buyers so makes it hard. It is also likely your property will sit within other “affordable housing” areas, which devalues the property and is not attractive to buyers.
- It is also highly likely the Service Charge will be in arrears on your account with your Managing Agent, even if you have paid NHG may not have paid the Managing Agent, this cost me around 3 months of time when I came to sell, as the Managing Agent would not release the Management Pack due the debt owning on the account.
- Then it comes to the cost of selling:
- As you are now selling the property which you only own a part of on the open market you are selling 100 % meaning the Estate Agent Fees will be calculated for your whole property if your property is £500,000 and the agents charge 1% this will be £5,000, in London this is more likely to be 2 or 3% so up to £15,000. Companies like Purple Bricks make this affordable, however you have to put in the work.
- You are in a Shared Ownership so you need a management pack from the Housing Association (NHG) and the Managing agent, this is at least £1000 each.
- You will have to pay the solicitors fees for your sale which will be in the range of £2000 and also for the Housing Association (NGH) at least another £500.
- It is likely you will need to pay out indemnity insurance against something for the property as solicitors are increasing aware that the increasing cost of living is profitable, this is likely to be around £200.
- There are also costs around “Staircasing” and fee’s associated with this for the Housing Association of around £500.
- Then, because you also have a Headlease with a landlord who owns the property there will be costs associated with documentation to them around £500.
- Plus all other usual house moving costs.
One would think, that as NHG offer "affordable housing" they would budget these costs into their accounts so residents are not in a position where they have to pay double for selling a property, but that is not the case. Be warned! Do not get sucked into a Shared Ownership Scheme, and definitely not with NHG

Simply demonic

Disgusting service. Recd a service charge from 2023/24 for £3500. Recd this dec 2025! No communication from housing delivery manager after many requests for copies of bills and
meetings. Nothing. Im now taking legal advice. How can they send a bill from nearly 2 years ago and expect people to come up with that sort of money for a 1 bed flat@

Guess what, I phoned the complaints line, was given the phone number and email address for legal and sales, sent them an email over 3 weeks ago auto reply saying they’ll look into it , we haven’t heard from them since. Phoned. A lady from sales said she’ll leave a message for them to ring back, 2 weeks ago they haven’t. So don’t bother with the complaints line waste of time.
The lease needs amending on my late mothers sheltered housing flat. It’s taken 9 months so far without Nottinghill Genasis doing anything to correct the problem. We have lost a buyer as it was taking to long.

Allocated a property over 3 weeks ago and still have no contact with the housing officer, I have been emailing and calling the number I was given and no response.
I still haven't even been able to view it to see if i even want to accept this property.
This experience is making me not want to actually become a NHG tenant.

A sudden demand for retrospective service charge. I'm required to pay this withing 7 days. HOWEVER, I was owed £664.84p but had to wait over 7 months to get my hands on it! All the other leaseholders will have been owed similar amounts due to over-charging, but also made to wait months. No mention of interest!!!
They are quick to point out our lease obligations but make no effort to meet theirs!!!

My housing officer Promise Ewuzie handled a very difficult and traumatic situation with care, compassion, patience and genuine humanity,

No-one from NHG is actually reading these reviews. Every single response from "the company" is exactly the same AI generated response from a no-reply email no doubt.

I have had an awful time as a leaseholder for an NHG managed flat. 9 months since moving in, still no communication except occasional demands for money for activity in 2020/21! Even the previous owners weren’t moved in then! This level of accounting and communication failure is unprecedented versus anything I have ever experienced. At time of writing, I have sent 27 emails over 9 months, with 3 total replies suggesting that someone has been chased for me, that leads to no outcome.

We needed insurance advice when one of our cupboards just fell off the wall, we needed advice on the huge year-on-year service charge increases (how can they know when they’ve only just finished accounting for 2021?) and just absolutely nothing. It’s a disgrace.

Do not buy/rent anything from them for your own mental health!

As a property owner they have and are obstructing the return of our property after being given notice we needed it returned. They are not submitting legal documents or following their contract with us. Do not trust this company

I have been a tenant of Notting Hill Genesis Housing Association since October 2014 and they have provided me with a poor service.

They forced me to live in accommodation that is not suitable for my needs on the second floor in a block of flats, they failed to make reasonable adjustments and they delayed doing repairs.

While living in the unsuitable accommodation, I suffered a heart attack, I was trapped inside the property when there was a serious fire in a property directly underneath my second floor property and I was forced to crawl up and down the stairs on my hands when the lifts were not working and I was unable to leave my second floor property.

Since 16 June 2022, Notting Hill Genesis Housing Association has forced me to live in unsuitable accommodation on the ground floor, they have failed to make reasonable adjustments and they have delayed doing repairs.

I am now dealing with yet another different housing officer as well.

The company has given priority for profit than serving people. They have large number of good homes but don't maintain their health and safety side of it. After informing them about the effects of damp, mould and chemical pollution only managed to do was painting over them instead of repair and the occupants became very sick.

Do not rent or buy from NHG. Apathetic staff, cowboy repairs, bad communication, threatening language in letters. Put people in danger due to failure to act appropriately regarding leaking roof, rotting windows and distressing letters. And every year just before Christmas they always send a letter regarding money and other negative things residents may do. They rain on anything. You feel powerless. It’s your home and they can take it from you in a matter of eight weeks. They make me feel unsafe.

They can't change a light bulb, but they would still charge you £1m to try... pocket the money and fail. Jokes a side, I seriously think the senior leadership team should be put in jail, or bring the death penalty back. No Joke. The level of incompetence or just not caring about residents is a national scandal. I could talk about 1000's failures.. but the most recent one is dark. We have external doors that are broken, but they focus on strange ways to waste money... like putting digital notice / advertising boards in lifts... for a block with 15 flats, of which only 10 use the lifts. So 1/3 wont get any notices in the lifts. It's a colossal waste of money, time and effort - its bad for the environment - there comms are terrible anyway - it has 0 utility and someone is doing it to make money from us. No doubt it will cost us money in our service charge. If they asked any of their residents before doing this crap, they would save everyone's time, effort and money.

I have lived in a social housing property under NHG for about 15 years. This year, right before Christmas, my mother was informed that the rent charges had increased by £35 per week back in April and we were in 'debt'. Where was this information back in April then and since when are HA's hiking rent up over 20%!!

It took forever to find out that the huge price increase was actually down to service charges???
We requested documents to support this which took weeks for them to send and after many hours of sifting through all the irrelevant information can see that NHG underestimated service charge costs between 2023-2024 by OVER 400% and we therefore owed £2300 (in addition to the charge already paid) due to their HUGE underestimation.

What is this large sum attributed to you may ask?: 'S106 Recoverable `Serving Charge Payable'- with a very vague (probably intentional) explanation being- service charge costs incurred from 3rd party managing agents for 'services' they provide... hmm could do with some clarity on this.
Also why were we not informed of this huge overspend and why has it not been reflected in our service charge costs until 2 years later?!

Since many housing association tenants receive rent support from Universal Credit which covers service charge, a huge number of people will not even question this issue because they are unaffected which I believe NHG is relying on.

We'll have to see what CAB says then.

Not to mention the fact we have not seen a housing officer since 2019, and they are impossible to get in touch with. Our kitchen is in a state of disrepair and yet we are continuously told they won't do anything about it. Anti-social behaviour in the area being reported and NHG/Brent Council doing nothing to help.

Utter disgrace.

Notting Hill Genesis, where do I begin?

This housing association is by far the worst housing association I have ever had to endure.

I have been reporting and complaining about ASB from my neighbours for over THREE years, and am yet to reach any resolution with NHG.

They have failed multiple times at following their ASB policy and have not taken my multiple complaints seriously or done a thorough investigation into the ones causing the ASB.

They came up with an action plan that they never actioned, and have continued to allow me to suffer relentless and unreasonable levels of noise from my neighbours, on a daily basis.

I have communicated to NHG many times that my preferred method of contact is via email, yet they are very careful not to follow this and like to make unannounced phone calls to me.

I insist on having EVERYTHING in writing when dealing with this organisation, then I can hold them accountable to things that they have said they would do, yet haven't.

I am awaiting a response from the Housing Ombudsman with regards to my complaints about ASB from my neighbours.

I hope the Housing Ombudsman will recognise NHG's failings and this matter is resolved with the outcome that I want.

NHG should treat their tenants a lot better.

terrible service, never solve the issues in your place, don't have word to fulfill their promises, sh*t furniture quality. I'm waiting for more than 2 months for repairs in my apartment, the building entry door is broken and keep opened the entire night.
this is the worst experience I had as a customer

I'm live in the property 2 years ago I have issues with the my flat for rats mice noisy smells very badly from bin area smells disgusting places to stay make me so ill for 2 year's I'm fell down in a airing Poland in krakow
People working with customer services very bad bullding and my flat is a horrible
Whim been complening about issues with the flat and bullding my housing officer Morlok kindaij called me I'm MENTAL
And He name Phil from Housing associations Notting Hill Genisis did to me and he bulling me as well.
And I'm complaining about the smoking weed so bad coming to my flat housing associations Notting Hill Genisis doing Nothing.
Just called me MENTAL

When I'm show Videos and pictures people can't believe asking me what is this I'm live like animals ignored every thing letters from my GP and hospital as well.
I'm raport every where and I'm raport as gaverment well a I'm staying the street for 2 year's now
I'm going to to Court next year's of my health condition
My leg and ankle is so swelling of the flat where I'm live is not safe and not healthy too many issues with the my flat and bullding as well.
I can't fixd any problems
My solicitor sent me a texts to landlord come my flat to repair don't come ignore everything

I'm looking for a new previte property next year junuary I'm going out of the flat
I'm been see property a ready

Very bad housing association Notting Hill Genisis.

Mismanagement company. The only thing that they will tend to in a reasonable way is service charge demands. Don’t expect anything else to get any attention.

Eg 1 - there is a known defect where the sink wasn’t installed properly and it falls in. Reported in March - in Dec they started investigating a complaint and still no attention to the actual issue.

Eg 2 - the lift went out in our 4 storey building. It was reported on the 18 Dec - on 23 Dec the status was updated to pending appointment” meanwhile anyone who can’t use stairs is stuck in their flat

Complete shambles - avoid.

Would give zero if I could, disrepair property rooten window mould and condensation. Poor customer service..!