Notting Hill Genesis Reviews 

My overall experience with Notting Hill Genesis, based on over a decade, while appreciative that they provide a place for me to live, is one where I am looked down at, that I’m subordinate and that I don’t particularly matter. I have learned how to navigate these pitfalls as best I can but it feels like I am on a tightrope, that I mustn’t upset them or else, this is from a good tenant who always pays their rent on time etc. This may be changing as I have had some more encouraging interactions recently, so who knows but I find it’s best to grin and bear it with them as best one can.

I have had nothing but trouble in the 8 years I have lived in one of their houses.
Repairs take months or years to get address if even ever. And then the contractors they send out do the minimum shoddy work needing to be done again. It's all patch jobs and excuses. Things are falling apart and I get told they will replace then nothing happens. Yet if you are even a day late with rent they hound you threatening eviction and court. I have put in multiple complaints that never get heard I have even been to the housing ombudsman and won a small pay out not that even then nhg didn't complete the repair.
I am so sick and tired of dealing with them going round in circles.

Awful experience, jobs don’t get done properly. Had issues with my heating for 5 months. Stair chair that isn’t working and they won’t fix it or remove it, floor keeps lifting, the walls are peeling…

Revolving door of housing officers, I have sent the same email 10 times over 3 years and not one of them has replied. A recent subject access request and their data officer hasn't been able to spell my name correctly, doesn't bode well. I requested that they spell my name correctly and they haven't bothered to respond. There is no accountability, liaison or truth in this organisation. Tenants are treated appallingly.

But their offices are very plush, corporate and comfortable.

If I could give NHG no stars I would! The turnover of staff and property managers is unbelievable I’ve lost track! I am currently trying to obtain ONE SIMPLE DOCUMENT to send to my solicitors to try and sell urgently this falsely sold shared ownership property which was classed as “affordable housing” what a joke that is! and not a single person is getting back to me. Absolutely disgusting how they treat residents, in actual fact don’t bother with residents and their needs! It’s not hard to get your job done and no one bothers to do so!

Do not give your property to NHG. We have been out of contract for 3 years and not only have we not had a rent increase, but NHG are not handing our property back. They keep filing incorrect section 21’s and dragging out the process. We are desperate for our property back this is insane!!! Despite solicitors getting involved NHG either ignore their emails or reply with a whole load of nothing!!! Our complaints go ignored and it feels like robbery at this point and causing a huge amount of stress!!!

Things go from bad to worse was informed last week that the scaffolding that's been up for 4 months due the leaks in the roof that have taken ten years to fix which forced NHG to pay compensation still not been taken down. Tried to log onto there system and guess what the system is down again and staff still have a amazing problem of not being able to pick up a phone.

Tenants struggle to give NHG the benefit of the doubt because there has been a revolving door on the position of Housing Officer. The service is haphazard, rife with substandard contractors, and disappointing over all. NHG make thr mistake of using the HO as the one point of contact for all issues, and right now in 2025, that model does not work!
Back in the 1990's before this amalgamation of NHHG with Genesis, there were effective HOs who were personable, approachable, and got repairs and other issues resolved for tenants.
The scraping of the bottom of the barrel for contractors, and pulling out the most slapdash, devil-may-care individuals is now the norm for the organisation in 2025.
Tenants are told to finish off carpentry and construction repairs themselves! What effect does this have on the quality of NHG properties? A disastrous one!
Older properties are rife with black mould and damp from broken pipes that tenants report, but due to yet another change of HO, there is literally no response whatsoever, so damage worsens and worsens, yet tenants are expected to pay rent and other charges for no service.
As this review is being composed, wastewater from two broken pipes is pouring down the bedroom window and the kitchen window. Zero response from NHG since July 2024 when this was first reported.
Is this lawful NHG?
What are the systemic organisational challenges that impede NHG from having decent coordinated response to repairs matters?
Disappointing and depressing.

I have lived in my flat for 14 years without any issues with mice. However, on October 12, 2024, I reported finding mouse droppings in my kitchen. Three days later, on October 15, my repair request was closed, and I was informed that I could not use the online repair portal for this type of issue. I was assured that the matter would be passed on to my housing officer (HO).

It then took a month for my HO to take action, and pest control did not attend my flat until November 11, 2024. Combat Pest Control visited three times and provided excellent service. They identified unsealed holes behind my brand-new kitchen—fitted by Notting Hill contractors PiLON in January 2024—as the entry point for mice. Instead of sealing these holes, PiLON simply built my new kitchen on top of them, leaving them open.

On their second and third visits, Combat Pest Control advised that the only permanent solution was to pull up the kitchen and properly seal the holes. They sent a final report to my HO on December 4, 2024.

Since then, I have repeatedly attempted to follow up:

- January 16, 2025 – Emailed my HO for an update (no response).
- February 8, 2025 – Emailed again, but the email bounced back.
- February 14, 2025 – Called Notting Hill customer service and was told they would raise the repair again with my HO.
- February 24, 2025 – Called customer service again. I was told the repair would be escalated and that if I had not received a response by 5 PM on February 25, 2025, I should call back.

I was given no specific time to call back, but upon calling them this morning I was advised I would have to call back after 12PM as they were dealing with emergency repairs, only! Which is the first time I have ever been told this upon calling customer service to report a repair.

I am frustrated by the sheer number of times I have had to chase this issue. My HO has been unresponsive, and I have been left with no option but to submit a formal complaint. Over the past 14 years, I have yet to encounter a single HO who is consistently capable of doing their job properly. They are never contactable by phone, and service standards continue to decline.

I request urgent action to resolve this issue, as well as a formal response regarding the unacceptable delays and lack of communication

Nhg have failed to respond to my complaint they just ignore me
I can’t use my heating I’m freezing cold
There is an issue with my heating and hot water charges verified by the engineer from vital and the company but nhg just don’t care ! Lots of residents in our association having similar problems .

Not worth any stars.
A bogus, daylight robbery organisation.
EVERYONE and ANYONE do NOT EVER purchase a property with this company.
They will literally drain your money and your blood eventually.
NHG in Colindale and to ALL the Management.I will not be replying to you outside of public knowledge, as you lie and pretend like you know nothing about the issues we have been experiencing in the WHOLE estate.
So DO NOT send me private messages to ask what the problems are.YOU know what they are.And then threaten to take my review off, because I am telling the truth!
-Extortionate prices for no services,apart for the last few weeks,oh yes that's right as the new service charges are going out, so you feel like you have to show that you have actually been doing something!Typical.
- Lack of any care and consideration from EVERY member of management to all residents, yet we have to pay fees, for you uselessness.
- Constant issues with the hot water and heating ( just like today-NONE)
-Extortionate bills for heating which we do not use and you do not even chase.
- Window cleaning services - ONCE a year!...if that
You know every one of our issues, so do NOT pretend and expect me to contact you privately.
NO I WILL NOT.
The media needs to know what type of evil company you are.

Updated. Good morning, Robin,
Are you able to request a call from your colleagues, please?
——-//—-
Original; I’ll be most grateful if your team can get in touch with myself to arrange the bathroom tiles repair to be undertaken without further delay otherwise I’ll be recommending everyone on the Internet to stop paying rent until their issues are resolved.

How to robbery legally!
If I can’t give zero stars should be corrected!
I don’t got to write nothing because unfortunately all the others reviews are very true’.

This is one of the worst companies I have ever had to deal with. The PMO simply closes NHG app queries by marking them as resolved, even though they are never looked at or properly addressed. I completed a property alteration 19 months ago and solicitor and I, still trying to sort out the paperwork, fix the leakage from our cladding, and get an explanation for a massive £13K electricity repair cost. I have done everything in my power to resolve these issues: I’ve contacted the unresponsive and rude PMO, their customer service team (who only say the PMO will respond within 24 hours, which never happens), raised a complaint four months ago (which was never responded to), written to the CEO (who seems unfit for the job), and even reached out to my local MP. The sheer volume of negative comments reflects their poor behavior and service.

I would prefer to have given no stars. After reading this I am even more despondent that any of the repairs needed in our building are ever going to happen. Our experience echoes everyone else here - waiting over 25 years for cylical works, getting new enthusiastic housing officers (with whom we have to start from scratch as they never have access to any prior information?) who are burnt out after a few months so they leave and the incessant need to chase up every single repair. I had a heating engineer come today (as we haven't had hot water since November) who had seen the same boiler year ago and had recommended a new one. He said the Trust won't replace anything new and want them to "just keep patching things up".
I've had multiple different housing officers, builders and surveyors visit my home over the last few years and agree that my kitchen needs an upgrade - but I can not get anyone in the Trust to respond to my request for some/any information.
Genesis HT seem to have mastered the art of obfuscation by deferring questions with, "I will speak to my manager".
I've been a Notting Hill tenant for over 50 years and their treatment of current residents is appalling. The Trust couldn't always stay in All Saints Rd where lovely Pat would help you with everything but we used to be proud of our homes because the Trust employees were helpful and honest.
The current relationship with these (incredibly well paid) landlords is always so combatative, confusing and thoroughly exhausting. Several housing officers have told me they don't read emails from us as they don't have time. It always feels as if they know there is no money available to fix whatever we are asking for but they have been told to lie and just keep putting us off.
Bruce Kenrick would be turning in his grave if he knew what the Trust had become. It is no longer decent homes for working people but a cash cow for the multi-million pound corporation that is the slum landlord Genesis who are more concerned with publishing glossy magazines full of pie charts and ludicrously patronising 'advice'.
Do not bother sending me the -same one each time- chat bot response here because I have zero faith anything will be followed up or resolved by your staff.

I don’t understand how such a company can even exist. They always do some provisional repairs to minimum I don’t even want to mention anything about refitting old stinky carpets in our block or painting walls on the staircases but every year they know how to raise our service charge.

Don't buy a home from them - after years and years...
no repairs, no help and your home is left to fall into ruin! Especially the communal areas if you live in an apartment - no proper cleaning, maintenance or repairs and buildings are not secure.

Sending a plumber to look at my faulty windows...nothing gets repaired..service charge for non existent services..council says NHG is responsible for not taking our recycling,still nothing is done..living in filth,place is embarassing to call friends or family around..housing officer no help,went through trauma due to harassing neighbour,still nothing..taking rent,but nothing provided..its absolutely ridiculous!!!!What a shameful company,need to be taken responsible to let residents down.

Disabled 65 year old woman Abuse by NHG

Firstly, I want to say that I am appalled with how I have been treated by Notting Hill.

I have been without heating and hot water since NOVEMBER of 2024. I am so frustrated and disappointed at the lack of service. I was told I would receive a response to my initial complaint within 6 working days, Today is MONDAY 17TH FEBRUARY 2025, no-one has contacted me.

To top it off, I have been told by Isaiah Beckford-Barry Housing Officer, on several occasions that he will supply me basic information. All I received from him are lies and false promises.

What is happening here? I pay my rent every month without fail so why can't I receive help from you??

I've gone through Christmas and New Years in the cold as a 65-year old woman. This is appalling. Do better!!

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)