Notting Hill Genesis Reviews 

I would like to express my sincere appreciation to the NHG Move Team, especially Cameron, for the outstanding support I received throughout my move.

From the time I was placed on the waiting list for a new property, Cameron responded to all my emails and requests promptly and kept me informed every step of the way. He arranged the property viewing efficiently and made the entire moving process smooth and stress-free by clearly explaining everything that was required and the services available to me.

He also helped me access removal support and arranged to be connected to right people in NHG customer service for the credit from my previous flat to be transferred to the rent account for my new home, which made the transition much easier.

The Move Team has been incredibly professional, helpful, and supportive throughout the whole process. I am truly grateful for the step-by-step guidance and excellent communication, which made what could have been a stressful experience feel straightforward and manageable.

Thank you, Cameron and the NHG Move Team, for your kindness, professionalism, and exceptional support. It is genuinely appreciated.

Soma

I had the experience of working with Sharon folkes from the renew team, she was so kind and understanding she helped me keeping me patient whilst waiting for a flat to be completed which took over a year she wanted to make sure everything was completed before I moved in. I’m so grateful to her for her patience and kindness towards me. Thank you for my home I’m really grateful and appreciate your help so much keep up the great work your amazing.

The worst housing association I have ever had the misfortune of dealing with. Got repairs that need doing ? Forget it they aren't interested. Want to speak to your housing officer ? Absolutely not, the phone doesn't even ring it goes straight to voicemail and you have to leave a message with who you are what you are calling for and your number..:: guess what ? Waste of time no one calls back. Emails and messages via the app are also ignored

My case worker never answers my calls or responds to my emails, making communication extremely difficult. Repairs are often left outstanding for weeks without being completed. I have to complain repeatedly before any action is taken, and even then, the work is often carried out poorly and not to a professional standard. This ongoing lack of communication and failure to complete repairs properly has caused unnecessary stress and frustration. I expect repairs to be completed within a reasonable timeframe and to an acceptable standard, with better communication throughout the process.

I have overgrown weeds on the edge of my property which i have asked to be removed since May 2026.
For the last 33 years this has always been removed/cleaned by the gardners as this is covered by my service charge.
I have chased my Housing officer with various e-mails and writted 2 complaints and ABSOLUTELY no feedback.
This is so un professional from a corporate company.

As a leaseholder at 3 Bowl Court, EC2A 3BH, I have endured years of sustained failure from Notting Hill Genesis. The list of unresolved defects speaks for itself:

Active leak (since May 2026): NHG ignored its own emergency policy (4-hour attendance, 24-hour make-safe). Their property manager gave conflicting accounts of the leak source, directly contradicted by an independent plumber.
Broken intercom (since 2020): Non-functional for years. This directly enabled an arson attempt on 6 June 2026, reported to police by a resident. NHG's CEO was escalated to directly and did not respond.
CCTV inoperative (since 2020): Charged to leaseholders as a service but never delivered.
Broken bin store door (since December 2022): Recurring security and safety failures, including repeated homeless occupation, with more than 50 thefts reported in leaseholder correspondence.
Broken entrance canopy (since December 2020): NHG's claimed "progress" remains unverified.
Broken emergency hatch (since October 2020): Still unresolved.
Backdated service charge demand: Door Entry Maintenance billed at ~£3,073 against a ~£400 estimate.
Constant staff turnover: A revolving door of property managers (Cam Kunyeda, Krystal Skelton, Macena Chowdhury, Phoebe Woodcock) with no continuity or accountability.

Two separate formal complaints were upheld — one reaching Stage 2 in March 2025, another in March 2026 — yet not a single underlying defect has been fixed. Complaints "upheld" mean nothing when the failures continue. The matter is now with the Housing Ombudsman.
Avoid at all costs.

I would like to take this opportunity to sincerely thank my moving officer, Sharon (ReNew Moves Officer), for the exceptional support she gave me throughout my move to my new home.

I was previously living in a studio flat, which had become unsuitable as I was expecting my baby. At what was a very significant time in my life, Sharon took the time to explain all the housing options available to me and answered every question with patience, kindness and professionalism. She made sure I understood the process, which gave me reassurance and confidence during what could have been a very stressful experience.

When I was heavily pregnant, Sharon informed me about the housing pathway that would support my move from my previous property. This was a life changing opportunity that enabled me to move into a safe and suitable one bedroom home before my baby arrived.

What stood out most was that Sharon’s support did not end once I had collected the keys. She took the time to check that I had settled into my new home, followed up on my wellbeing and helped me to report and raise repairs where needed. Her care and commitment made me feel valued as a tenant, not just another case.

Thanks to Sharon’s dedication, I now have a secure and suitable home where I am raising my baby. I will always be grateful for the compassion, professionalism and genuine care she showed throughout my housing journey. She is a real credit to the organisation, and I hope she receives the recognition she truly deserves.

Absolutely wish I never got involved with nhg , unprofessional , no duty of care to residents terrible repairs when done, no support staff are always busy with something else , Constant disappointment constant repairs from the day I took a tenancy on avoid if possible , all they care about is taking your rent and accusing you of issues in your property

This organisation seems ok, and you think. As a housing association, they would act in the best interests of their tenants. However, when you leave, try getting your money back and try getting a response from them. As to why you're not getting your money back, so be careful. Yeah, this organisation is not as nice or as Welcome into tenants as it seems, it treats them as though they don't exist. Failing to respond to correspondence over and over again. They are terrible to deal with you. Get past from one person to another. Nobody actually seems to be responsible for anything and they keep referring you to the person that doesn't answer your calls in the first place, absolutely awful. Stay away unless you are desperate and given the amount of rent that they charge, you can find somewhere better for the same money.

I am writing to say a big thank you to Mr Cameron Finnie (renew Moves officer) for helping and supporting me to move to my new flat within a short time which such ease that took me by surprise! I moved on the 28th April and went on hols 2days after. Hence I was already stressed and very busy.
I was particularly impressed how he organised my move so quickly by making arrangements with the removal people, completing all the necessary forms and dealing with focus furnishings at the same time.
I wholeheartedly want to appreciate and recommend his professionalism, patience and calmness during the whole process. He has since demonstrated further care by checking how am settling in the new place. NHG definately need more employees like him.

This company is shocking and often disregards the law.

Accounts take years to come out (I’m still fighting to get my accounts for the year 2023), no financial oversight. I frequently complain and have been given several hundred pounds in compensation (400 plus in the last year) but that should tell you how bad the company is that they have to pay out so much in compensation. Poorly managed, rip off service charges with no explanation. Never buy a flat from NHG they will ruin your life and leave you with unsalable property (but they won’t care at all about that)

Appalling management, severe safety risks, and zero accountability

The decline in service since the merger has been shocking. Senior management, including the CEO, is completely detached; despite being copied into numerous complaints over the years, critical issues remain entirely unresolved.

Most alarmingly, the building's fire alarm system was silenced. This was apparently done to stop nuisance call-outs caused by unauthorized individuals entering due to a lack of secure entry doors and monitored CCTV. Given our close proximity to the Grenfell Tower site, ignoring vital health and safety measures is terrifying.

Housing officers act more like debt collectors than support staff, chasing payments while completely ignoring repairs and tenant safety. High staff turnover speaks for itself—we have had six different housing officers in just two years. Even orders from the Housing Ombudsman are ignored, and navigating the local district court feels heavily stacked against tenants. While service declines and yearly charges increase, the association continues to brag in newsletters about millions spent on acquiring new properties. Tenants deserve better.

Save your reply for the housing ombudsman and forward my review to your CEO, Involvement Team and Notting Hill Genesis Complaints Department has they were all cc'd in the multiple complaint which were ignored and issues still unresolved. Housing Ombudsman will be in touch soon enough.

If I could give zero stars, I would.

My experience with Notting Hill Genesis over the last 18 months has been nothing short of appalling. I have genuinely never dealt with an organisation that has caused me so much stress and anxiety.

I have been involved in an ongoing neighbour dispute for the last year and a half which, in my experience, has been handled poorly from start to finish. Communication has been inconsistent, important issues have gone unanswered for months, and I have repeatedly been left chasing updates.

What I have found most frustrating is the apparent lack of consistency. My own concerns, including complaints about my neighbour’s CCTV, remained unresolved for over a year, yet complaints made against me have been acted upon much more quickly. It has left me feeling that my concerns have never been afforded the same level of consideration.

I have had to involve my MP, an independent advocate and ultimately the Housing Ombudsman because I completely lost confidence in Notting Hill Genesis’ ability to manage the situation fairly.

Despite being a vulnerable and disabled tenant, I have felt unsupported throughout. The stress of the way this case has been handled has had a significant impact on my mental and physical health and I am now undergoing urgent medical investigations for stress-related health issues.

To make matters worse, I later discovered that I was not the first tenant in my property to experience serious issues with the same neighbour. Rather than taking that wider history into account, I have often felt as though the dispute has been treated as if it simply began when I moved in.

Instead of feeling supported by my landlord, I have frequently felt like I have had to fight every step of the way just to be heard. After 18 months, I am now actively trying to leave a home that I spent time and money making my own because I no longer feel I can trust my landlord to manage the situation appropriately.

I genuinely cannot identify a single positive aspect of my experience with Notting Hill Genesis. If I could award minus 100 stars, I would.

Notting Hill Genesis and its agents have offered to move me from on flat to another more convenient location. Everything went well. Genesis helped with with energy transfers, with special requisites and organised a painless removal of my goods. I cannot but praise the quality of the service which has made this move pleasant rather than being a burden. I would like to thank all who have made this possile.

Recently we were assisted by Damilola Afolayan during a house move. I cannot begin to express my appreciation for Damilola. Not only is she such an incredible person, she is beyond amazing at her job as she continued to show professionalism throughout the process from start to finish. From the first call we had with her to the first viewing that she conducted so efficiently, everything was seamless. During our first visit, even though it was a group viewing, she managed to give everyone the time they needed and answer all of our questions. She is also great at following up and responded to all of our follow up emails very quickly. We really love how she kept us up to date with the whole process so we are always in the know. On the day we came to sign our agreement, she managed to see us right on time and explained all the documents thoroughly, and made the process very easy for us. She is a true example of how customers should be treated during this process, she is a true blessing. Thank you Damilola!

Once we moved into the property we were also blessed with an amazing housing officer, Gitta! She has made our move so easy and has attended our property twice since to ensure we are settling in well. Even though we raised a few snagging issues she ensured they are dealt with efficiently and kept us up to date with the progress. She is very kind, professional and helpful - and always there to support us when needed.

Thank you to you both Damilola and Gitta :)
The Aljanabi family

If you are like me, you maybe assumed that being a leaseholder is less risk for your family—responsible people taking care of your property, you pay the service charge, and that's it.
Turned out the NHG version of leasehold is a full-time job writing complaints, checking invoices for every penny spent, and hoping the house won't fall apart before you move out.
As an example, a roof terrace closed for 10 years is acceptable for NHG. The cost to remedy bad roof design? Pushed to leaseholders.
Look at the service charge invoices for 2023:
Gardening: Estimate £2k — actual spent £24k (for 10 bushes and a gardener who comes max twice a year).
Plant maintenance: Estimate £35k — actual spent £100k. Never mind that most of these costs require a Section 20.
Think twice. This is a scam—they are after your money, not a serious business working for you. Avoid, avoid, read the reviews.

This review is an edited version of an open letter I sent to Patrick Franco, Chief Executive of Notting Hill Genesis, with a request that it be shared with the Chair, Board members and relevant Non-Executive Directors.
My experience as a resident of NHG has left me concerned about whether this organisation is delivering accountability, effective services or value for money.

NHG appears to have developed a large structure of managers, officers, departments, contractors and complaints teams. Yet basic problems can remain unresolved for months or years. Issues are reported, logged, escalated, reviewed and reassigned, but action is often slow, incomplete or absent.

Residents do not judge a housing association by the number of meetings it holds, emails it sends, policies it quotes or departments it involves. We judge it by results.

Are repairs completed properly? Are estates clean and secure? Is anti-social behaviour dealt with effectively? Are complaints resolved? Does anybody take responsibility?

In my experience, responsibility is too often passed from one team to another. Residents are left chasing replies, repeating the same information and trying to identify who is accountable. Straightforward problems become buried in bureaucracy, while vague assurances replace firm dates and measurable outcomes.

This is difficult to accept when residents pay substantial rents and service charges. Every management layer and contractor arrangement carries a cost. Residents are entitled to ask whether enough of their money reaches front-line repairs, cleaning, security and maintenance.

At Byron Court, I have experienced long-running concerns involving cleaning standards, estate management, security failures, repairs, anti-social behaviour and poor communication. These matters required repeated emails, formal complaints and escalation before meaningful attention was given. Even where NHG has admitted service failures, residents can still be left waiting for lasting solutions.

The complaints system can feel like another layer of administration rather than a route to resolution. A complaint may be acknowledged, reviewed and answered, yet the underlying problem may remain. Compensation may recognise failure, but it is not a substitute for corrective action.

The central problem is a growing disconnect between administration and delivery. NHG seems increasingly focused on managing processes rather than solving the problems those processes were created to address. Residents should not need to become investigators and project managers simply to obtain basic services.

A housing association should be judged by the condition of its homes, the safety of its estates, the quality of its services and the speed with which it corrects failures. It should identify who owns a problem, what action is being taken, when it will be completed and what happens if a contractor or officer fails to deliver.

NHG’s senior leadership and Board should urgently examine whether the organisation has become too bureaucratic, too slow and too removed from residents’ daily reality. They should examine whether resident funds are being used efficiently and whether management costs produce visible improvements.

More resources should be directed towards competent front-line staff, effective repairs, supervised contractors, estate maintenance, security and clear accountability. Contractors should be monitored against real standards, not simply paid because a task has been recorded as completed. Managers should be responsible for outcomes, not merely forwarding emails.

Residents deserve honest communication. If there is a delay, we should be told why. If a part has been ordered, we should be told what was ordered, when and by whom. If responsibility sits with a particular officer or contractor, they should be identified. Vague statements such as “the relevant team is aware” or “the matter has been escalated” are not adequate when problems continue.

NHG needs to restore confidence by showing that lessons are learned, failures corrected and recurring problems prevented. Residents deserve an organisation that gets things done, not one that simply manages the process of discussing them.

Lots of issues with NHG's Lampton Park Side residence.

However, there are some staff members who are great.

In particular, I have found redacted to be extremely pleasant, respectful, responsive and very helpful.

Thank you Anthony.

I had been on the waiting list for a move from my previous property for many years and had given up hope; until I was contacted to view a few properties. The housing officer i was assigned from NHG Renew was Miss Sharon Folkes who was brilliant!!

Sharon kept in contact with me throughout and answered any questions I had regarding the move and the process. She made sure I understood all the paperwork and anything I didn't know was explained to me.

I did have a slight issue with services available in the flat and the removal company, but Sharon made contact and was all sorted within 48 hours.

I must say for the first time I felt listened to, as I haven't has the best experience with previous housing officers, but so Happy I had Sharon Folkes dealing with me this time around. Great customer service, she was very professional and good at what she does, but most importantly she showed me respect!

Thank You for the seamless move! N.B

Had a viewing at the Parkside flats and although it wasn't for me, I must say that the sales rep Leigh Hamilton, was friendly and knowledgeable. Highley recommended NHG and Leigh.