Notting Hill Genesis Reviews 828

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.

Replied to 3x outstanding stage 1 complaints 31/1/25 waited the prposed 42 days expecting a stage 2 reply and nothing!!!
All 3 complaints have been closed, 2 of the 3 repairs still remain outstanding and I have chased complaints team and escalated the same to Patrick Franco. The worst housing association!!!! I am now seeking legal advice purely because no one is able to communicate. I have called HQ and all they do is write a note on the system!

In reply to your response I have already done this twice and no one gets back to me!!!

Patrick Franco needs to go now!
NHG are signed up to the Mayor of London's Service Charge Charter but do not honour it. The Mayor should intervene in this mess of a company and have a clear out and restructure. I cannot and will not pay a £429 pcm SC for a building that is A) billed as affordable housing and B) an absolute filthy disgrace. The SC was £255 pcm 2 years ago. Charter says SC must be managed upwards in a responsible affordable way. The complete opposite is taking place. Every resident/leaseholder in my building is running a huge deficit now and it's getting worse. What will be done about this fraudulent company? Please don't insult me with a reply you have a 1 star rating across the board for a reason. Nothing will change until this company goes bust

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.

Dear CEO and Board,

Why do you not follow your own policies and procedures?

Why do you not adhere to your tenancy agreements?

Why do you not respond and act when tenants report ASB?

Why do you not respond and act when a tenant reports excessive noise disturbances?

Why do you continously ignore tenants when they ask (beg) for help and support?

Why do staff not lose their jobs when they repeatedly fail to do that job?

Why do you ignore letters that are sent and signed for?

Why will you not carry out repairs even though you put rent up?

Why do you not provide support to people when they clearly are drowning?

Why can you never produce timely, clear and concise accounts?

Why are you still operating when you clearly do not know what the f...you are doing?

A list of what renting from NHG has done to me; Ruined my life. Ruined my career and aspirations. Ruined relationships. Caused a decline in my mental health. Caused me physical issues. Psychological issues through threats, stalking and harassment. Ignored drugs, banging music played for hours on end. Shouting, swearing, fighting, arguing, kids running wild for hours on end until late into the evening. Sometimes having no sleep and a major disruption to my sleep in general. Zero Soundproofing and not coming out to assess this. Refusal to fix items. Sending out extremely rude men to carry out repairs. Lied to me, gaslighted me, told me false information. Not helping me move. Not moving the loud tenants out. Not once trying to help resolve situations for me.
9 years of this hell. 9 years of my life gone. There is alot more...
And all this whilst collecting a monthly rent rent from me!!

I wonder how much longer this company lasts.....

I have recently filed in the County Court. And also sent the regulator for social housing a very informative email explaining what i have gone through and what NHG have NOT done and what their negligence has caused. The more people that write to the right people and raise awareness, the more likely that something will be done. They cant ignore all of us.

Ruining people's lives... there's always consequences to that. What goes around comes around!

Word to the wise. Do not rent from these people, you will end up here stating how miserable and depressed you are.