Notting Hill Genesis Complaints Record (2026)

Notting Hill Genesis is a housing association with a published record of 501 Housing Ombudsman decisions, of which 428 are adverse findings. Severe maladministration was found in 71 decision s. Total compensation ordered across indexed decisions is £274,306. That is the headline record if you are asking whether Notting Hill Genesis is any good.

Those numbers need context. A decision count shows how much published Ombudsman material exists for the landlord. An adverse finding means the Ombudsman found service failure, maladministration, partial maladministration or severe maladministration. The maladministration rate shows the share of decisions where the landlord was found at fault. Compensation is the total financial redress ordered across the indexed record. None of those figures alone proves service quality, but together they give a structured picture of the landlord's published complaint history.

This guide uses only the existing build-time query functions: listLandlords(), getDecisionsForLandlord() and getGlobalStats(). Every figure renders from the database at build time. If a figure is missing, the query did not return it. We do not add estimates, manual corrections or external spreadsheets.

The analysis sits inside Landlord Record's current index of 18,064 published decisions across 625 landlords, including 2,441 severe maladministration findings.

Record snapshot

The table below is built directly from the landlord record returned by listLandlords(). It shows the decisions, adverse findings, severe findings, maladministration rate, compensation total and any size-adjusted metrics the query exposes. If a value is missing, the existing data layer does not hold it. This keeps the page reproducible from the site's own build-time queries rather than mixing in outside estimates.

Notable determinations

The cases below are drawn from getDecisionsForLandlord() and illustrate the kinds of complaints that reach a published Ombudsman determination for Notting Hill Genesis. They are the most recent indexed decisions, not a random sample. Each summary is taken from the structured decision record; click through to read the full determination.

Reading the actual decisions is more useful than reading the headline count. The summaries below show the complaint themes, the Ombudsman's outcome and any compensation ordered. If you see repeated themes across multiple decisions, that can signal a pattern in the landlord's service.

• 202439478 · 30 July 2026

  Outcomes: Severe maladministration, Service failure, Maladministration. Compensation: £1,100. Categories: Responsive repairs, Health & safety, Relations, Information management.

  Severe maladministration was found in the landlord's handling of persistent leaks, damp and mould in the bathroom, where it failed to investigate underlying causes, carry out effective repairs, or consider household vulnerabilities. Service failure was found in its communication over an erroneous repossession notice, and maladministration in its complaint handling due to significant delays and inconsistent compensation offers. The landlord was ordered to apologise and pay £1,100 compensation in addition to the £650 already paid.

• 202413929 · 1 July 2026

  Outcomes: Service failure, Reasonable redress. Compensation: £100. Categories: Relations, Information management.

  Service failure found in the landlord's response to the resident's concerns about a DNVA flag on her account, as it failed to explain why it previously told her the flag would be removed and did not offer compensation. Reasonable redress found in complaint handling, where the landlord acknowledged non-compliance with its policy and offered £50 compensation. The landlord was ordered to apologise and pay £100 compensation.

• 202434608 · 24 June 2026

  Outcomes: Severe maladministration. Compensation: £2,425. Categories: Responsive repairs, Health & safety.

  Severe maladministration was found in the landlord's response to the resident's reports of no heating or hot water. The gas was capped in July 2024 following failed safety inspections, and the resident was left without heating or hot water for 324 days. The landlord failed to monitor the situation, act in line with its repairs policy, assess risk, or consider interim support, and had significant record keeping failures. The landlord was ordered to pay £2,425 compensation and provide a written apology.

• 202329362 · 29 May 2026

  Outcomes: Service failure, Service failure. Compensation: £130. Categories: Health & safety, Relations.

  Service failure was found in how the landlord handled the resident's concerns about scaffolding security following a burglary, as it did not conduct a thorough investigation. Service failure was also found in the landlord's complaint handling for failing to recognise the complaint and providing delayed and inaccurate responses. The landlord was ordered to apologise and pay £430 compensation.

How Notting Hill Genesis compares

Notting Hill Genesis ranks 5 among all landlords in Landlord Record by adverse findings. Among housing associations, it ranks 5. That places it in the upper tier of the worst landlords overall ranking.

Raw counts are only one lens. A large landlord naturally generates more decisions, so the maladministration rate and severe count matter as well. Notting Hill Genesis's maladministration rate is 85%. The severe count of 71 indicates how often the Ombudsman judged its failings to be the most serious. Compensation totals show the financial redress ordered across the indexed record.

The fairest reading is to use the metrics together. A landlord with many decisions may simply be large. A landlord with a high maladministration rate may be smaller but have a higher share of decisions found against it. Severe findings show the most serious outcomes. Compensation shows the financial redress ordered. The table above exposes all of these where the query returns them.

For a broader housing-association comparison, see the worst housing associations page and which housing association has the most complaints?

How to complain about Notting Hill Genesis

If you are a Notting Hill Genesis resident and want to make a complaint, start with the landlord's internal complaints process. Report the issue clearly, keep dated evidence, and ask for a written response with a clear timeframe. Good evidence includes photographs, emails, repair reports, complaint acknowledgements and any impact on your household.

If the complaint remains unresolved after eight weeks, or if you are dissatisfied with the final response, you can escalate to the Housing Ombudsman. The Ombudsman is a free, independent dispute-resolution service. It will look at whether the landlord handled the complaint reasonably and in line with its obligations. See our guide to how to complain about a housing association for the full steps.

When you escalate, be specific. Say what happened, when you reported it, what the landlord did or did not do, how it affected you, and what outcome you want. A clear timeline makes it easier for the Ombudsman to understand the case. You do not need a solicitor to complain to the Ombudsman, and the service is free.

You can also view Notting Hill Genesis's landlord profile on Landlord Record to read the underlying decisions and compare complaint themes.

Sources

The primary source is the Housing Ombudsman decisions archive . For the complaint process, see the Housing Ombudsman Complaint Handling Code .