Notting Hill Genesis Reviews 828

On Sat. 11th January residents at our building in London W14 will record the FOURTEENTH ANNIVERSARY of an official notice produced by NHG’s agents on 11 Jan. 2011. This letter outlined problems with possible fire hazards and other health & safety issues associated with a basement dwelling. Despite the HOS making a decision of Severe Maladmin., on 13 Sept. 2023 (69 weeks ago), the internal remedial works remain outstanding.

I am a disabled tenant enquiring about my rent my housing manager Joe was unable to explain where my money was going, when I stated I spoke to my previous HO he the stated 'well if you spoke to her I am not willing to speak to you further about this'....I therefore made a complaint to the local MP and my housing officer completely LIED.... implying I had a problem with money I was loud and with an attitude to which he has witnesses which would mean he let other officers hear our confidential conversation.....I cannot work out why the same amount paid on the same date is leaving my account in different monthly totals. Many tenants complain about his arrogance....this housing is the worse I've had to deal with .....I will not leave this as he is a liar

Can’t believe NHG has awarded just ask a new contract if that’s true
If it is then someone in that organization must be taking a bung
Because they are a truly useless bunch of charlatans
Been extorting fourteen grand a year service charges since 2020 for doing a dreadful job
The only thing NHG do is refer you to your housing officer who are only around for a couple of months so nothing gets done
When it was west Hampstead housing association back in the day they had three staff and a small maintenance team and things got done fast Now it’s a huge organization ran by people that have never lived in social housing and got Savilles upmarket estate agents to sell off ther quality housing stock. Up there rents and service charges year on year and the quality of care plummets
Just another faceless conglomerate that fobs off its tenants with that old chestnut Report it to your housing officer ( frustrated tenant)
Form

Very arrogant staff, interrupt you while your talking or enquiring about issues, very poor english used which has caused so many misunderstandings, I have felt discriminated against since a staff member actually asked me if I was 'religious' when they saw me wearing a headscarf 😑, have been called Stupid by a member of staff in the concierge, have been put into debt for nearly £10,000 for the carpark which i had been BUYING permits for for many years while I wait for a space, have been treated like a child despite my conditions, housing benefit officer is changed every season and they are unprofessional (calling me while on a train instead of responding back to my emails in writing, unhelpful when I asked about how I can get support in removing heavy furniture, have kept my credit in my account and are making me pay for the arrears that occurred during the pandemic which was not my fault and refusing to give my back my credit, leaving repairs that are URGENT and not acting professionally when sending out contractors; sending out contractors without confirming appointments, finding it funny when i make an enquiry about issues and being told 'we've told you a couple of times' when in reality my email was not replied to. Living here for 13 years and the outcome is that I no longer feel comfortable communicating with any of the staff incase they call me STUPID again. After seeing all the reviews, it's only right that people are aware of how nasty these people are towards CERTAIN people. They seem to help whoever they like and look down on others. Looking forward to seeing more positive, professional and supportive staff in the future who speak the Correct English. The only good people that have been supportive are the guys working with the ESTATE MANAGMENTS TEAM (the men in charge of the bins) They have been the only good thing.

Cowboy company - cheap as chips but for a reason. Don’t rent from them!!!!

People you see when you view will try and sell you the world - they will do this, this will all be new and decorated.

They are full of crap!!! Don’t believe them.

Don’t rent from them!!!

And for god sake don’t ask them to do a repair properly if you do - it’s like you are robbing them.

Washing machine - 3 bedroom house - not a full size, it then brokedown, told them what’s wrong, waited 3 weeks for an engineer to turn and say don’t have the part on the Van still waiting. New born baby and a second child ….. disgusting!!!

Conservatory - told they need to come out and reseal the whole roof, was asked the day before to remove all the furniture, turned up and fixed one leak, told that all they’ve been told to do.

Cowboy!!

The do the very minimum they can get away with!!!!

I would like to understand the rationale behind awarding a renewed contract to Just Ask Estate Services, a company that has so frequently failed to meet its contractual obligations and has been the subject of so many Complaints. Could NHG please provide an explanation regarding their decision.

The worst housing association!!
Communicating with your housing officer is non existence. There was a family that had a leak in the roof more than 6 months they sent contractors charged the landlord the work was not carried out. You as a tenant still had to pay rent or you be in rent arrears .

Why have these laws in place when tenant and young vulnerable children are still at risk because the housing association blame landlords and landlords blame housing association.

NHG Management will say if it’s that bad go and tell the council and get them to move you it’s not our responsibility knowing there is a housing crisis!!

It’s always someone else’s problem or responsibility and the tenant is the one that is the most affected.

The standards are still NOT being met but yet NHG makes a profit in sub letting from private rented accommodations with a rolled contract that is not secured.

It should be mandatory that all housing associations or private agencies should have a surveyor in place if repairs are ongoing and tenants are at risk to cut out they doggy selfish landlords that only gasp profits and not their legal obligations .

A surveyor can state the problems and carry a report in which the landlord is legal required to do in 10 working days .

Many families are living in health risk environment which NHG is in partnership with.

NHG had left a family with young children there in mould and damp!! The family is now sick. Where is the HO who had more time off than at work!

Water leaking from the roof , mould damp, kids haven’t had their own room all the items are damaged affected for years. but only now they stopped paying the landlord , after having made a formal complaint to Head office about the service the conditions . They stopped paying the landlords rent and lied to the landlord that the tenants not paying rent.. and now ordered an eviction… on the tenant young vulnerable family ..
but it’s not there problem they say it’s a job Monday - Friday .. the council have a duty or find your own home!! … it’s just another day for the NHG and your just another number and no one actually cares .

I am in the process of getting a leaking shower tank fixed. The water has flooded the bathroom and risen under the floorboards. I’ve switched off the water supply to prevent further damage. Nottinghill Genesis is a 50% share owner of this London Flat. I thought they would be able to recognise the urgency of getting the repair done as quickly as possible (my husband is 68 and I’m 64)I asked if they had an emergency plumber details. I was quite shocked at their cold hearted response. NHG do not recommend plumbers or give out numbers to lease holders on any percentage ownership. It is entirely the responsibility of the tenant even though I have never defaulted on my monthly rent. I was not asking for them to be financially responsible for the repair, just for the contact number of a reliable plumber which was emphatically refused. Especially as this issue could affect other properties in Campbell Gordon Way. GROW A HEART NHG!

If just like me, you are a Notting Hill Genesis resident, then please read the article in Inside Housing about what the Regulator of Social Housing said about Notting Hill Genesis.

Major London landlord downgraded to G3 amid ‘serious’ consumer failings
News
27.11.24
11.46 AM
by Jenny Messenger
Notting Hill Genesis (NHG) has been downgraded to G3 by the English regulator and handed a C3 rating for consumer standards following “serious failings”.

The 67,500-home group is the first G15 landlord to be given a C3 consumer rating. Its financial viability rating remained unchanged at V2.

On NHG’s governance, the regulator said it had found “insufficient evidence that NHG has an appropriate and robust business-planning, risk and control framework that allows it to adequately manage and address risks”.

The judgement added: “Currently, the delegation of health and safety risks between three different committees is not effectively managed, resulting in the board not having comprehensive assurance on the health and safety of tenants in their homes.”

For the consumer grading, the regulator highlighted a “substantial backlog” of more than 2,000 overdue fire safety remediation actions.

“Although actions are being completed at an increased rate, the volume of overdue actions is high, with some overdue by at least 12 months,” the judgement said.

The RSH also pointed to a “lack of data on whether legal requirements had been met in a large number of third-party-managed buildings”, a repairs backlog and a lack of up-to-date, accurate stock data.

The regulator said there were “serious failings in NHG’s delivery of the outcomes of the consumer standards and significant improvement is needed, specifically in relation to the outcomes in the safety and quality standard”.

The RSH said: “NHG is not meeting its own timescales for the completion of its repairs, maintenance and planned improvements, and this has been a factor in creating a repairs backlog.”

Patrick Franco, chief executive of NHG, described the judgement as “very disappointing”.

He said: “I joined Notting Hill Genesis last year to work alongside dedicated colleagues and improve services for our 130,000 residents, and I am sorry that they are still not getting the service they deserve.

“Today’s regulatory judgement is very disappointing for Notting Hill Genesis, but it confirms the need for us to redouble efforts in our ongoing drive to become a more resident-focused organisation.”

Next steps include writing to all residents to apologise that services are not “at the standard they expect or deserve”, NHG said.

The large landlord has also faced financial challenges in the past 18 months. It was forced to temporarily suspend trading for five of its bonds after it filed its audited annual accounts late.

Its overdue accounts revealed a deficit of £90m for 2023-24, an increase of £8m on the £82m deficit it reported in unaudited accounts in June. This was due to “building safety liabilities and asset impairments” of £110m and lower sales figures, it said.

Its most recent half-year results, NHG said it had made “progress” after reporting a post-tax surplus of £37.4m and a 10% increase in turnover.

The only other G15 landlord to be given a consumer rating is Southern Housing, which was handed a C2 in August, and moved to a top grade of G1 forQ governance.

No answer to phone lines. After long waits to speak to someone, a customer rep would pick up the call and simply drop it without saying anything so you'll have to call right back and go through same cycle. Impossible to speak to someone.

I’m making a complaint this is completely not acceptable I received Service charge consultation for 1 April 2025 to 31 March 2026 and its completely nonsense amount you have estimated £305.49 per month, are you guys out of you mind, this is increase of 200% straight from this current charge, if it is mistake by someone you need to sort out soon as possible, I don’t need live in luxury block of flats, my building has only six flats and it’s only has two floor, for that maintenance you need £305.49 per month, you need to have urgent meeting with your team and managers to sort out this.

Kind regards

How can SVC electricity cost 931pounds a year to run a light bulb in a hallway my 2 bed flat costs that

We moved into 3 Bowl Court June time. We received no paperwork or information on where our electric meters were. We ended up sending over the wrong meter readings completely and were charged £3000 by our provider.

Turns out, our meters are under lock and key, in a communal area. We had no idea of this, we had no handover notes, and have heard nothing from our housing officer since moving in.

After attempting to contact NHG multiple times, we made a complaint regarding two issues. One being the fact we only received one key for a flat for two of us. We were relying on a lock box for a few months to share a single key, but we also had no idea of the whereabouts of the lost key, which made us feel really insecure in the flat. I also needed the key dealt with ASAP as I was having an operation and could not bend down to reach the lock box. The complaint team, dealt with the key, very well. Sending someone out to change the locks which was a 3 minute job. The complaint team member told me my housing officer would be in touch that same day, and asked if I would like to close the complaint. Stupidly, I said to close the complaint, and of course, we had no contact from our officer.

We have tried for WEEKS AND WEEKS to contact anyone from NGH. All we need, is a meter reading from the date we moved in, and a meter reading now. And some clarity on how we move forward with meter readings.

The useless bunch that disclose of your person information, leave you with no heaters and a death trap of a house. Everyone in this place are as useless as each other.

I honestly can not believe the incompetence of Notting hill! I have lived in the property for 20 years, I sent my tenancy surrender form and multiple emails, the housing officer nana come round to do the inspection and arrange for the collection of keys. My tenancy ended 25/8/24 and I'm still getting charged the rent! Nana has apparently been of sick for a week... Does not explain zero communication in that time. I spoke to a different housing officer today iyabode who assured me I wouldn't have to pay this, then emailed me last min before the close of business telling me is managers have told me I have to do another form and then pay the remainder of the balance. I'm 19 weeks pregnant this has caused me excessive stress. I'm going round in circles. After 20 years of paying the rent on time no issues by me this is how I'm treated. If I could could zero stars I would.

On August 23, I got into the lift at Freeman Court.
Pressed button to go to the third floor.
The lift didn’t move.
Tried second floor.
The lift didn’t move.
Pressed button to open the doors.
The doors remained firmly closed.
Pressed the alarm button.
The person who answered it was as much help as a wet paper bag.
Dialled 999, and the fire brigade arrived within ten minutes.
Ended up them having to use a compressor to force the doors.
I’d been trapped in the lift for 45 minutes.
74 days later…..on November 5, engineers turned up to start to fix the lift.
At the end of the day, the lift had not been fixed.
Today, November 6, no sight of the engineers, and the lift is still out of action.
Notting Hill Genesis, take a bow, for your wholesale ineptitude at managing the problem 👏
Today, November 8….
Good grief, the lift has now been fixed after engineers had been in site for one and a half days. 💐

I have raised concerns regarding the handling of maintenance and repairs in our building - Jessop Building E14.

Despite several attempts to engage in dialogue about necessary repairs, my requests have not been addressed, which has caused considerable inconvenience and raises serious concerns about the overall management of the property.

Following the sale of the last apartment in the building, it is evident that common area maintenance and repairs have ceased entirely. This sudden halt in upkeep affects all residents and raises questions about the building society’s commitment to ensuring the safety, comfort, and compliance of the building for all occupants.

Given the vital importance of building safety—underscored by the tragic Grenfell incident—this neglect of basic maintenance needs is deeply troubling. If the building society is unable to arrange straightforward repairs, it is reasonable to question its capability to handle more complex safety and compliance responsibilities essential to the residents’ welfare.

All my attempts to reach NHG were never addressed and completely ignored.

I'm a resident of NHG,we had uncountable issues as a all block of 70-79 academia way with NHG.
Last one is the last week we had our main entrance door unit stolen.we couldn't get in to our building called emergency repair and accepted as a emergency repair,next day contractor turned up and released the door and went away. Emailed the PMO that job needs to be done as usual can't get any answer,called repair department they got no idea what's going on.
Trace passer you more than welcome,our entrance door is open for you spend a night
Welldone to NHG for their communication skills

If I could give less than one star I would. My son who has a learning disability is housed in one of Genesis' flats. He has lived with ongoing plumbing and sewage smells for years. Upon their own admission the plumbing is not fit for purpose. WC either backing up or emptying slowly, only a trickle of luck warm water from bathroom tap. No water at all from the electric shower which is the only means he has of keeping clean. There is no bath. The present situation regarding the shower and bathroom was reported in September. On numerous occasions the maintain manager of the 22-24 Great Western Road has promised that workmen would call to carry out an emergency repair. No one comes. Even the car staff in the building are overwhelmed by the lack of delivery of maintenance services. Someone is not telling the truth and I suspect it's Genesis and carers assure me they have repeated reported the issues and have, like melyself been assured that someone with visist the property and repair it. Nevertheless Genesis has flaty denied and faults being reposted -despite the fact not on the carers my I the tenants father have also reported this. Frankly I do not understand why Westminster City Council use this housing association. Last year, my son was without and heating during the winter for two months. In the end I had to pay for a central heating engineer to repair the system. The same thing, repeated promises someone would visit and no one did. Despite giving the bill to Westminster (my son has been their ward since he reached 18) I have not been refunded. I would be grateful if anyone else who have been able to find prompt remedies to these this, to respond to this appealmfor help. We feel we are banging our heads against a brick wall. Ian

I would agree that this seems to be a poorly managed company that is incapable of listening to residents or following through with an inquiry to the point of resolution.

They now have a complaint procedure designed to string out problems even longer. I had a call with someone about a complaint who was incapable of just listening to what I had to say.

It's a pity that a company can be the creator of stress and seems not to have learnt anything about respecting customers post-Grenfell. So many negative reviews should tell Patrick Franco he is not running the company well.