Notting Hill Genesis Reviews 828

had a leak in my property from 2023 and only got resolved in 2025. I had to call the Fire brigade before NHG moved me out they was not listening to me I felt like I have no voice and my heater stopped working in June 2023 in my bedroom up until now still waiting for my heater. went through the winter last year without heating in my room and NHG did not even provide a blow heater. The communication is very poor between NHG and Landlord, and with all departments. Housing officer is hard to get hold off and when you call in to complain they tell you it will escalate to management. no call from manager so how are you supposed to trust them again. on 2 occasions this has happened. had mould and damp ongoing battle still not fully satisfied.

After waiting two years for the property we were initially planning on purchasing that kept being delayed we decided to move on and purchase elsewhere.

Now all i would like is the refund on my reservation fee but nobody is answering my calls. I went to the show room of the apartment as spoke to someone who told me they would pass my information over and did receive a call letting me know i would get my refund but this was a month ago and my calls and emails are still going unanswered.

All i would like is my money back.

I have been a tenant with NHG since 2020. I’ve always paid my rent on time, looked after my home, and even helped my property manager where I could. Unfortunately, this has not been met with the same level of respect or care when it comes to resolving issues.

After experiencing 94 days without heating or hot water, I raised a compensation claim based on NHG’s own published Compensation and Goodwill Procedure. Despite following the correct process, providing extensive evidence, and making a fair, policy-aligned counteroffer, NHG has chosen to ignore both the guidelines they wrote and the tenants they serve.

When I tried to resolve this directly with the Stage 2 complaints team, I was initially led to believe my case would be handled fairly. However, important parts of my claim were dismissed or ignored, including:

Ignoring their own policy (Section 3.8) on discretionary payments for distress and inconvenience
Refusing to honour a written promise from my property manager about compensation levels
Failing to account for three missed/failed appointments—despite confirming this in writing
Choosing not to respond at all to my most recent emails, leaving me in limbo
I’ve tried everything to avoid escalation, but NHG’s approach seems to be to delay, dismiss, and exhaust tenants into giving up.

This review is not just about my case—it's about how NHG treats tenants who follow the rules, support their landlords, and expect a basic level of service in return. If you’re thinking of becoming an NHG resident, be prepared for a complete lack of accountability when things go wrong.

I’ve now been living at Royal Albert Wharf for six years, and every summer the same unacceptable issues return: sex workers, professional drug dealers, and unsupervised children screaming and running wild in the courtyard at all hours.

When I bought my property, I was assured that the neighbouring flats were intended for professionals and would be privately rented. That promise was completely false. Many of these apartments are now filled through the council waiting list, and some are occupied by individuals involved in criminal behaviour. This is not the safe, professional environment I was sold.

I have raised countless complaints over the years, and yet absolutely nothing has been done. It has become abundantly clear that Notting Hill Genesis is not interested in resolving these issues — the only thing they seem to care about is collecting monthly payments.

This ongoing situation has caused me severe stress and anxiety. It is genuinely affecting my mental health and has left me sinking into depression. No one should have to live like this, especially after investing in what was meant to be a peaceful and secure home.

I will be seeking compensation from Notting Hill Genesis for the emotional toll and the ongoing breach of the assurances I was given when I purchased this property.

If you’re thinking of buying a home here, or with Notting Hill Genesis anywhere — I strongly urge you to reconsider.

01-08-2025 update

I have just received a threat of legal action from the Property Manager at Notting Hill regarding outstanding payments. Yet, despite my repeated reports, no one has contacted me about the ongoing antisocial behaviour in our development. Issues such as sex workers, drug dealers, and drug use continue to occur here, and Notting Hill has still failed to address or even acknowledge these serious concerns.

NHG are fraudulently charging me for rent that has been paid by the previous tenant during my mutual exchange. Housing officer will not respond to any calls or emails. The complaints department are ignoring me. I have been advised to take legal action. They don’t want to help!!!!!

Absolutely unprofessional
Terrible management
Proper “legal”scammers and liars !

Today 03/07/25
Expecting a meeting with Fire safety person
(Meeting organise by the manager and had manager ) was waiting outside for 50 min no one came! No email! No phone call!

This is one of the worst housing associations ever . They don’t answer emails and do not care about residents .
I have been awarded Band A urgent move and they have not offered me anything , me and my family are suffering .

The only time they send an email is if your rent is due. My rent is over 1000 a month and I get treated like just one of their numbers .

I have had the experience of "working" with NHG for 5 years, as a tenant, in one of their managed properties.

To be clear, I always thought their service was basic but nothing to complain about until I wanted to move out and sell my property.

NHG at this point were appalling. All levels of management and communication were shocking bad and in most cases no existing.

I am at the point now that I can't complete the sale of my property because they are not releasing documentation which I paid for and own.

There's been no excuses as to why not other than extreme lack of service. It's been months and no progress.

I would seriously warm against anyone considering purchasing a property that they
manage.

Avoid them like the plague.

Without a shadow of a doubt.. the WORST housing association. Purchasing a property from NHG?.. be prepared for..

- Ignored emails, calls & voicemails
- New PMO's every few weeks
- Service charge increase every year despite no work ever taking place
- Gardening none existent
- Constant breakdowns of services eg. car park gates
- 6 weeks plus to delivery a new fob that has been paid for
- Non fire regulated walls/doors installed in communal area
- Drains blocked and sewage leaking into building considered not a priority.

These are just a few minor things over the last 4 years of being a resident in a shared ownership block.

As an experienced property manager I can confirm this is one of the most hypocritical, toxic environments i have ever worked in. You are berated, named and shamed, treated like a child by incompetent senior managers. Systems don't work, you train yourself, and whipped daily to push you to improve statistics. Employment Law should carry out an intrusive investigation on how they treat their employees. In return, NHG have unhappy residents. The domino's effect.

Housing advisors ignore problems, or do a quick fix. Took fighting for 30 years before roof fixed and I am still not sure problem has been solved. Constant change in housing advisors so 'new slate' approach...' Can't answer for my predecessors ations as a housing advisor' is a standard response. No respect for hard working tenants. Utterly useless.

Houses Collapsing
Baby Dying in NHG Property
High Court Judgements
Financial Incompetence
Social Housing Regulators Report (disgraceful)
Incompetence and Ineptitude Everwhere
Please, these people need removing and some sense of decency might return

Absolutely disgraceful freeholder of our building in Royal Albert Wharf. They ignore all emails, allow the entire estate to go into complete disrepair. They are destroying investments and face no repercussions. They are in breach of the planning permission, breach the lease they enter into with leaseholders and carry on as normal. They do not care at all about residents or leaseholders. It is despicable

I have lived on Royal Albert Wharf E16 for the past 8 years, the first one to move into my apartment block, since day one we have all had problems with NHG. Firstly it was no CCTV in phase one blocks - I mean who agrees a new build in Newham with no CCTV!? - thankfully this was resolved in the past two years but only with help from Mak and Rendall & Rittner who pushed for this to happen. The long term issues which NHG and their Deputy Director for Development Partnerships has failed to resolve is the landscaping this is in a disgusting state all over the estate with parts yet to be handed over to R&R (such is the poor state of the landscaping that it has breached the initial planning permission which was granted by LBN) and the EV car charging points which still don’t work all these years on. I am in phase one, we are now having other phases built nearby also being managed by the same Deputy Director for Development Partnerships and yet this development still isn’t put right. We try and engage with Deputy Director but he ignores all emails and only responds to complaints. How many more years is this development going to be neglected, NHG are not capable of managing large privately owned projects such as this, so frustrating and disappointing.
If you are looking at purchasing one of the latest phase builds I wouldn’t!!!

Hosing officers never get back to you on jobs you notify from months ago you complain its all round the houses promise made by assets team window replacements 2023/24 then 2025/26 still nothing done no updates the monies wasted is ridiculous and the jobs to be done nightmare they change housing officers like i change my socks they turn blind eye to problems

Complaints never answered. Repairs never fixed. High service charges and rent for a very poor service. The ceo needs removing. Is anybody monitoring this landlord and protecting the tenants rights?.

If I could put zero stars for Notting Hill Genesis I would. I’ve been living in one of their properties for 3 years. I moved into a flat that seemed amazing at first a beautiful Victorian building converted into 4 flats in the Notting Hill area. It needed decorating and flooring laid all through the flat when I moved in, which I was happy to invest in as this was my first home just for me. However 6 months later the nightmare began. The whole house was flooded in the winter of 2022 numerous times due to issues with the roofing, I was later to discover the flooding had occurred before I even moved in. Now this reoccurring flooding obviously caused structural issues to the building resulting in 3 of my walls collapsing and a roof caving in on top of a neighbours son’s head. This also resulted in swelling of wooden doors and frames in my property. One door was so rotten I had it removed, my bathroom door remains swollen and if slammed shut well your locked in. Despite 2 and a half years of complaints not one repair has been completed. Instead scaffolding was erected on the outside of the building as a show that something would be done. This scaffolding blocks my windows on one side of my flat from being opened, blocking an escape route if an accidental fire breaks out, confirmed by fire fighters 6 months ago. Now wasn’t a building in the Notting Hill area burned nearly 8 years ago? Weren’t some of the residents of that building trapped in that fire? Didn’t 72 people in that burning building lost their lives. And yet Notting Hill Genesis has not learned the mistakes from Grenfell. Instead they treat residents in the area with the same disregard. My rent is nearly £1100 a month and not one repair complete in 2 and half years. I do wonder what they’ve done with all my rent because it certainly doesn’t go to the maintenance of my building. Been waiting on a move since 2024 as promised by a manager at Notting Hill Genesis. I don’t see it coming though.

After 10 years of absolute hell I became an NHG tenant in 2012.

NHG should be subjected to an official investigation/inquiry by the relevant authority in respect of the system that they've chosen for tenants to request repairs and for ''fair use'' maintenance/upgrades/replacement of essential fixtures and fittings.

With the sole exception of the gas inspections every single firm/individual that has attended our home has been either a rogue or a cowboy operator.

Interior repairs and maintenance have been shoddy, amateurish, botched, incomplete and unprofessional.

Exterior repairs have also been shoddy, amateurish, botched, incomplete and unprofessional so much so that I'm sure that NHG are not complying with whatever terms their building insurers require within their policies.

Last year NHG informed us that they are intending to transfer all of the properties that they own in Essex to another registered social housing provider.

They've appointed Savills to try and find other housing associations to purchase their Essex housing stock but unsurprisingly none of the other housing associations are interested because they're fully aware of NHG's lamentable performance with repairs and maintenance which would become their responsibility if they were to purchase Essex properties from NHG.

To put it simply NHG are trying to pass the buck because they no longer have the desire or the inclination to be a social housing provider and would much rather become just another greedy property developer.

NHG are deluding themselves if they think that other housing associations are going to pay full market price for all of NHG's essex properties. None of the other housing associations have got that sort of money in their reserves. A GCSE accountancy student could tell them that!

Today I was also informed that in a few cases where they can't find buyers they've offered some of their tenants £10,000 to move to the private rented sector.

That's COMPLETELY UNACCEPTABLE especially for the many NHG tenants that have gone through years and decades of absolute hell before securing a social housing tenancy.

A much better outcome for tenants would be for the few remaining social housing providers that have not outsourced repairs and maintenance e.g Sanctuary Group, to buy NHG lock, stock and barrel, dismiss the board of directors and several layers of management.

Trustpilot should introduce a NO star rating as 1 star is far more than they deserve.

Their Christian founders are spinning in their graves!

Absolutely disgraceful.

Nhg don't care about tennats .
I'll probably have another lethal incident in this house before the downsize me.
Five years in band A priority to downsize from a 3 storey 3 bed house that I can't use
I'm living in my living room can't have visitors because every thing is packed up around Mr.
They hardly put anything on locata and when they do the calk you to view and then cancel it all together.
Liars lazy and dishonest.
I'm trap in a big house which I can't use .
Homeswap hasn't worked for me because no one suitable wants my high Rent!
I have a fractured spine and two fractured hips one just recently replaced.
Yet this company is telling me the don't have a 2 bed with an outside space that can fit a wheelchair.
Some family could be in this house using every floor and the lovely garden instead it's being wasted.
They never do anything they say all the properties I've seen are one beds that they've chopped up and made into 2 tiny a penny no way someone with assisted tech could fit through it... Bull utter Bullim so ready to give the Onbudusman a report it's enough