Notting Hill Genesis Reviews 

THIS PLACE IS A DUMP. VOID. We have been reporting on this house for almost 4 hours. It's terribly neglected by NHG. As we have been describing for the past several years it's missing a door, rats and foxes roam freely in and out the ground floor property. The garden is 3M high. Rain gutters hang off the house. Rubbish thrown in the front garden.

NHG - if you need more details reach out to your Chief Homes Officer, Matthew Jones. If you can't afford the upkeep of this house please sell.

Absolutely terrible company. It is established by the several other poor reviews that NHG DOES NOT CARE ABOUT PEOPLE!!! They take absolute weeks to respond to the most basic email messages and the flippant way at which they treat urgent matters only show that they don’t care about anything or anyone. Very dismissive staff who act as though they are doing you a favour or as though you’re disturbing them. There’s no accountability, no duty of care, no compassion,ABSOLUTELY NOTHING! NHG has left my home without heating for OVER 6 MONTHS. I have constantly called, emailed, messaged to no avail. They have taken me round and round in circles and 6 months later, I am still without any form of heating. Once this issue came up, I started chasing them to sort out as I didn’t want to be left without heating once the winter months come along. Now we’re in the middle of winter and I have no heating in my home. Every time I have corresponded with or spoken to NHG, I have emphasised that I am living with two young children- a 4 month old and a 3 year old and the lack of heating is greatly affecting their quality of life. I have had to use my personal money to buy heaters but this still doesn’t fully help as the heaters run up my electricity bill greatly and so I have less money at the end of every month to use for my children and also the heaters can’t be used in the bathrooms which are freezing cold when I have to give my children baths and wash them. It angers and saddens me how my children shiver and cough and sneeze whilst in the bathroom. My 3 year old runs away from using the bathroom and even though she’s potty trained, I’ve had to wear diapers for her again because she’s now avoiding going into the cold bathroom to use the toilet or wash her hands. The whole situation that NHG is putting me and my family through has been so depressing and frustrating. I don’t know who to escalate to or what to do. I feel helpless as a parent. This organisation is absolutely terrible and they clearly do not care if my children get ill from the cold or anything. They should be closed down as they are not fit for purpose. Terrible, terrible,TERRIBLE!!!!

Since being put on Universal credit some 5-6 months ago l have been trying to get my tenancy officer to contact me to set up a direct debit to pay my rent. l have sent at least 5 emails and telephoned to arrange a phone call but yet again not only have l not received any communication but weve changed tenancy officers yet again. We are into double digits as far as they go. I recently called to complain about the lack of communication and was told because of the lack of communication it had now been upgraded and that my tenancy officers manager would now contact me and surprise surprise she didnt contact me either.Finally l have been registered Disabled for 23years plus and lived in my flat for nearly 20years and they were informed and given the relative paperwork when l moved in as my flat needed renovations to aid me with independent living yet it was only a few weeks ago that they finally registered my flat as Disabled.Why am l surprised that it took them nearly 20years to do something it seems to be the speed that they move at even though they fitted a Disabled toilet seat not that long ago.No wonder it took them 6weeks to get around to fitting it.

One of the worst housing associations. Just when you think it can’t get any worse Notting Hill Genesis find a way! Constant delays on repairs and they don’t do repairs properly either. Constantly wasting money on patch up work that ends up costing them and tenants more in the long run. Our housing officer is a little boy that is incompetent and completely out of his depth. They put vulnerable tenants at risk with the poor service they provide.

Notting Hill Genesis has completely failed us. For months we’ve reported neighbours smoking weed, shouting at night, and throwing litter and cigarettes from their windows — yet NHG’s so-called “investigation” achieved nothing (as if the tenants are going to smoke weed front of the officer...zero common sense). They closed the case without fixing a single issue and now refuse to do anything further as their policy is to send us to the ombudsman.

This is utter negligence. Their inaction puts residents’ health and safety at risk, while they hide behind procedure and ignore evidence. NHG should be ashamed of the way they treat tenants — absolutely disgraceful service.

And as expected, the only response we’ll probably get to this review is the same meaningless line asking us to “contact customer service for help” — the same customer service that never answers and never helps.

NHG not worth even -5 stars. Absolutely appalling, dishonest, negligent, corporate criminal organisation. Not interested in anything else but profit, supported by equally incompetent governments previous and current. Avoid at all cost whether you are a tenant or a leaseholder, your life will be made miserable if you have anything to do with them.

I am not a tenant of NHG but a contractor in various fields.
I read several reports of property owned by NHG where they had severe rat infestations and from what i head and saw on tv and radio, NHG have done nothing about it.
I run a rat pack where we go mainly around farms with dogs to catch and elimate rats. A completely free service to anyone who want us to visit their properties. I had emailed NHG twice ofeering our free service as rats can kill you and it is a legal requirement to eliminate those infestations. Having no reply to two emails, i then called them where i was told, my message would be sent to the appropriate department. I still had no reply. I have recently sent them a third email and after a few weeks, still no reply from NHG.
Reading some of the bad reviews, which is nearly every review, i cant understand how this company survives as obviously, they have zero regard for their tenants, totally lacking service and communications. No wonder NHG is slated so much. someone would snap up a free offer for something so urgently required.
if your reading this, rats can kill you if you touch their urine where you may have cuts on your skin or putting infected fingers near your mouth.
The desease is called Leptospirosis. The videos of the rats in the bin areas is perfect conditions to get Leptospirosis as rats contsantly pee everywhere and when they are running around the lids of the dumpsters and bins, they will infect the lids and you will handle that lid to place your rubbish inside the dumpsterr/bin.

I have lived her for 5 years and nver had a properly working ventilation system. Even though I have an ling function auti immune disease that nhg are well aware of. They have even given my lawyers the run around for almost a year now as well. My property iver heats and is between 12 to 16 degrees hotter than out sisde during the summer. We have only two windows in the property no window in the kitchen but we have a bracing door on the other end of the open plan kitchen, living room arear. No ventilation all year round a dmhg failing ci sistnelt to arrange to reoa8r it once and for all. It cause damp, mold andconde station during the winter months again no good fpr my lungs. It then causes excessive heat and dry air during the summer months. You cant win and its a very stressful exoerinces trying to get mhg to do anything. In fact I would like to make a documentary with all my many years of evidence, pictures and supporting documents. Because it is ridiculous and someone had t9 put a stop to nhg's ongoing lack of action, lack of accountability and lack of duty of care for its properties, tenants and residents.

I am trying to sell my flat in Appold Court, E2, but the sales team have stopped answering my emails and those of my buyer's solicitor. There are outstanding questions from my buyer's solicitor and an outstanding ESW1. This has been going on for months. I will add one negative review to Trustpilot per week until this is resolved. Official complaints to NHG are useless, so please do not suggest I make one.

A company that lacks honesty and integrity, their finsncial accounting around resident costs is appalling and suspicious. Impossible to make contact with anyone who communicates well or solve problems for residents of their developments.

The departmental director's will not respond when contacted. They are also invisible to any stakeholders not within the company.

If you can avoid living in or purchasing a property managed by this company, that would be my advice based upon experience. You will find yourself with a litany of problems and the only advice you'll get from anyone at NHG is to take legal advice.

Received this response below - if only it were this simple, I've contacted the property management contact, the complaints team and even the Chief Customer Officer, and still no response to help find answers and solve the problem. A pointless response to this post which shows the problems within NHG:
Reply from Notting Hill Genesis

2 hours ago
Hi there, we are sorry you have not had a good experience with us. If you would like to discuss anything specific, please contact your Local Officer or our dedicated Customer Service Team and we'll be happy to help.

Terrible! Constant disrepair, annual leaks, poor customer service. Lies, gaslights VERY UNSCRUPULOUS!!!!
HO & EH are unable to assist. Legal proceedings are now in action so they stole my direct rent payments due to my disability & are now pretending I am in 2 months rent arrears so as to trigger my depression worsening my medical conditions & ignoring all my complaints.
They will always respond generically WHILST advising your “housing officer” to IGNORE you via “contact contracts”
🤡’s

Dear Nana

[Building Manager / Property Management Team],

I am writing once again to report that both elevators in the building are not working. This situation is becoming extremely difficult for me, as I am unable to use the stairs due to my medical condition.

Living on the top floor, I am deeply concerned about my safety—especially in the event of an emergency. I sincerely hope that the necessary repairs can be carried out as soon as possible to prevent any serious consequences.

Please treat this matter as urgent. I would appreciate an update on when the elevators will be functioning again.

Thank you for your attention and understanding.

Edmilson filho

I live in a 6 flats complex the heating is gas with a communal boiler it was condemned last April nothing has been done we have to call man out because it only works for few hours and it goes off we are all over 70 and paying £19 a week for just heating we have to pay separate for hot water ,we are at wits end don't know what to do to get help ,we even have a note from heating engineer to say it's condemned.

The worst landlord EVER. Regulary ignores health and safety laws and equality laws. No management, no communication. NHG needs to be investigated as I am sure they are breaking the law. I wouldn't even give them a one star.

I was shocked to find that, despite reporting to NHG that the lock in the bin room has been damaged and broken, the issue remains unresolved. Considering the ongoing security concerns we have been experiencing for some time, it is extremely worrying that such a basic security matter has not yet been addressed.

be careful with these guys, they will underbudget your service charge as a selling point, then the following year your service charge will increase gradually, after 2 years you are paying almost the double. they cant be trusted, the service is poor, the people are incompetent across the board... comment entered after Nhg reply: i would love contacting my local representative the problem is: no one ever reply! still waiting for a simple query related to fobs replacement and it has been one month, yes. ONE month. stop doing "copy and paste" on your comments here. thank you

NHG continues to charge residents a service surcharge, yet does very little to maintain even basic standards in and around the blocks. Graffiti has been on the wall in my block for 3 years which is clearly visible yet nothing has been done to remove it.

Where I live, the lift constantly breaks down, the communal door is regularly broken into, rubbish is often left outside, and the bin shed is always overflowing and stinks which is why we have an issue with mice and rat infestation.

To make matters worse, while CCTV has been installed, NHG fails to make any use of it. When serious incidents happen, no one bothers to review the footage or share it with the police. I was threatened with a knife by someone in the block recently, and despite it being well within my legal rights to access the footage, NHG has failed to retrieve or pass it on either to me or to the police.

Our block has now become a hotspot for crack cocaine use, and NHG has done absolutely nothing to improve safety or protect residents.

Residents are also entitled to compensation when the lift is out of service beyond a certain timeframe yet NHG has repeatedly failed to issue any payments. Instead, they appear to take advantage of vulnerable residents, cutting corners and withholding what is rightfully owed in order to save money. The service is absolutely awful.

We have been raising concerns with NHG for over a year regarding a huge tree on one of their managed properties. This tree overshadows several gardens, blocks out natural light, and makes it impossible for us to enjoy any sunlight in our own gardens.

Despite repeated emails to Lucy at NHG, who is responsible for managing these enquiries, communication has now completely stopped. We are left ignored and without any updates. This is incredibly frustrating — the very least NHG should do is keep us informed, but even that seems too much to ask.

If anyone from NHG reads this, please contact me directly to finally resolve this long-standing issue.

Thanks for the reply NHG but I’m not one of your tenants I’m a neighbour of one of your properties!!

They deserve zero stars. Years ago, they put my life in danger and caused me to lose a lot of items by ignoring faulty wiring that caused a fire. They didn't even have the decency to apologize and help me move. The day after the fire, one of their housing officers or whatever they're called, James, had a nasty apathetic attitude. These people should not be allowed to run a newspaper stand much less a housing association!!

Over the past two years my life has been made a living hell by anti social criminals for neighbours. I've been racially and sexually assaulted and my children have been targeted by these neighbours, my son almost run down while crossing the road by this person's car. NHG will not act. And they've lied and covered up their actions to avoid liability. Keen to hear from anyone with similar experiences as NHG are breaking the law by not adhering to the terms in tenancy contracts. Please look out for more info on the coming weeks while myself and other social housing activists start unpacking this campaign for better support and advocacy for single women in social housing - particularly where other female tenants have introduced harmful and abusive men into the dynamics. We are compiling stories from around London due to inaction!

Nov 2025
Met with our local MP and other campaigners over this past few weeks, the stories and experiences of women in social housing who have been impacted by other people's choice in partners and violence is really powerful. Hoping to get some content to explain it to audiences in the new year. Also managed to generate interest from a news broadcaster at ITV. More to come.