Notting Hill Genesis

The Housing Ombudsman is the independent body that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings. The findings below concern Notting Hill Genesis, your landlord.^[2]

The 2024-25 performance report. The Ombudsman's landlord performance report for NHG covers cases decided between 1 April 2024 and 31 March 2025, and records 157 determinations. As the Ombudsman set out the rate: "The number of 'Mal' findings recorded for Notting Hill Genesis (NHG) is 279, which gives the Maladministration rate of 67.1% (279 / 416)." — against a national maladministration rate of 71%, and 69% for landlords of a similar size and type.^[1] Twenty-two of those findings were severe.^[1] Property condition was the largest category (142 findings), and leaks, damp and mould the sub-category with the most severe findings — 37, 8 of them severe.^[1] Across the year the Ombudsman made 547 orders and recorded £184,389 in compensation.^[1]

“The number of 'Mal' findings recorded for Notting Hill Genesis (NHG) is 279, which gives the Maladministration rate of 67.1% (279 / 416).”^[1]

Housing Ombudsman Service, Landlord Performance Report 2024/2025 – Notting Hill Genesis (NHG) (1 May 2025)

A rising three-year picture. The Ombudsman's reports show NHG's maladministration rate rising across three years: 36% in 2022-23, 62% in 2023-24 and 67% in 2024-25.^[1] Because NHG was formed by a merger, the Ombudsman folded the two legacy landlords' earlier casework into its record, noting: "Where a landlord has merged, we have merged the 2022-24 data and it may therefore be different to the published figures last year."^[7]

What that looked like in one home. In a decision published on 26 September 2025, the Ombudsman found severe maladministration in how NHG handled a resident's concerns about a bathroom repair, including missed appointments and poor communication.^[8] In three further decisions across 2024 and 2025, it found maladministration in how NHG handled reports of damp and mould, and in its complaint handling and record keeping — in one case linking a record-keeping failure to information lost before the merger.^[9][10][11]

What NHG says it has done. Notting Hill Genesis says that although its complaint volumes rose, the number of negative Ombudsman complaint-handling findings against it fell year on year; and that in April 2025 it agreed a compliance plan with the regulator, made up of 11 workstreams, to work back towards the regulator's governance and consumer standards.^[1][2]

What tenants say. In NHG's own all-residents survey for 2024-25, 57.7% of residents were satisfied with the repairs service and 23.5% with complaint handling — a composite covering every tenure.^[5]

The Regulator of Social Housing (RSH) is the government body that checks social landlords meet required standards for safe, decent homes. Since 2024 the RSH has been inspecting social landlords and giving each a consumer grade from C1 (the strongest) to C4.

Notting Hill Genesis's grade is C3. In a judgement published on 27 November 2024, following an inspection, the regulator graded Notting Hill Genesis C3: "There are serious failings in the landlord delivering the outcomes of the consumer standards and significant improvement is needed."^[2]

A governance downgrade. The same judgement downgraded NHG's governance rating to G3, after the regulator found serious concerns and said significant improvement was needed in NHG's business planning and risk-and-control framework, judging there was insufficient evidence its framework was robust enough to manage its risks.^[4] On financial viability the regulator graded NHG V2, judging that NHG meets its viability requirements and has the financial capacity to deal with a reasonable range of adverse scenarios, while noting that its headroom on its most demanding covenant is low and its financial exposures must be carefully managed.^[2]

What the judgement found. The regulator found NHG had a backlog of over 2,000 fire-remediation actions arising from fire-risk assessments, and that although these were being completed at an increased rate, the number overdue was high, with some overdue by at least twelve months.^[2] It found that just over 50% of NHG's homes had had a survey in the last five years, which limits how much assurance there can be that its homes meet the Decent Homes Standard — the government's minimum standard for social housing.^[2] Notting Hill Genesis's own published figures for 2024-25 report that 99.6% of its homes meet the Decent Homes Standard — but that is NHG's self-reported figure, and it rests on the incomplete stock-condition data the regulator identified, so it is not an independently confirmed measure of decency.^[2][5] The regulator also found NHG was not meeting its own timescales for completing repairs, maintenance and planned improvements, and that this had been a factor in creating a repairs backlog.^[2]

No regulatory notice. Separately from these grades, there is no regulatory notice — a formal published finding of a breach — currently in force against NHG, and the regulator's publication page lists only its judgement, not any notice.^[6] Regulatory grades are reviewed from time to time and may change — the date above is the one that matters.

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, Notting Hill Genesis must keep the structure and exterior of your home in repair — the roof, walls, windows and doors — and keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away in a tenancy agreement.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018 (section 9A of the 1985 Act), your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords, housing associations included, to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[12]

Notting Hill Genesis's own published repair timescales. NHG publishes target times for emergency and routine repairs — the disrepair page lists the figures and who they apply to.^[15]

Where to report and complain. Report a repair through NHG's repairs service at nhg.org.uk/contact-us/report-a-repair, and complain through its two-stage process at nhg.org.uk/contact-us/complaints.^[15][16]