Notting Hill Genesis are one of the largest housing associations in London and the south-east. Their roots reach back to the 1960s when their legacy organisations were created by local people who shared a vision to house west London’s working poor and providing them with a home from which to build a more secure future. That commitment, to provide homes for low-income households in London and the south-east, is as strong today as it was more than 50 years ago. Notting Hill Genesis own and manage more than 66,000 homes and employ around 2,000 staff. We provide homes across a range of tenures and are committed to continuing to deliver housing that is affordable to all.
RSH Narrative Regulatory Judgement
Provider: Notting Hill Genesis
Regulatory code: 4880
Publication date: 31 August 2022
Governance grade: G1
Viability grade: V2
Reason for publication: Changed basis for viability grade
Regulatory route: In Depth Assessment
This regulatory judgement confirms the regulator’s previous published assessment of Notting Hill Genesis Limited’s governance and financial grades (G1/V2), following completion of an In Depth Assessment (IDA).
Based on evidence gained from the IDA, the regulator has assurance that Notting Hill Genesis Limited (NHG) continues to comply with the financial viability elements of the Governance and Viability Standard. NHG has an adequately funded business plan, sufficient security in place, and is forecast to continue to meet its financial covenants under a reasonable range of adverse scenarios.
NHG needs to manage material risks relating to planned investment in its existing stock and to its large and diverse development programme. The provider has refocussed its strategic priorities and now plans to increase investment in its current stock to meet energy efficiency, fire safety and other building safety requirements. These additional costs will negatively impact on NHG’s financial performance including interest cover from its core social housing. NHG’s significant on-going development programme exposes it to commercial sales markets.
The regulator’s assessment of NHG’s compliance with the governance elements of the Governance and Financial Viability Standard remains unchanged. Based on the evidence gained from the IDA, the regulator has assurance that NHG’s governance arrangements enable it to adequately control the organisation and to continue meeting its objectives.
Other providers included in the judgement
Notting Hill Home Ownership Limited, Springboard Two Housing Association Limited
Housing Ombudsman
Notting Hill Genesis (202013079)
The complaint concerns the landlord’s refusal to grant permission for the property to be converted.
Notting Hill Genesis (202001199)
The complaint is about: The landlord’s administration of the resident’s rent account. The landlord’s provision of service charge information. The landlord’s handling of the complaint.
Notting Hill Genesis (202106348)
The complaint concerns the landlord’s handling of the resident’s reports of an alleged theft of their bikes from a garage.
Notting Hill Genesis (201911322)
The complaint is about the landlord’s handling of the resident’s request for a property transfer.
Notting Hill Genesis (202013052)
The complaint is about the landlord’s response to the resident’s report of a broken door.
Notting Hill Genesis (202101988)
The complaint refers to the landlord’s handling of: The resident’s reports of antisocial behaviour (ASB) and noise nuisance, and her concerns about the flooring in the upstairs property. The associated complaint.
Notting Hill Genesis (202010653)
The complaint is about the landlords handling of the: resident’s reports concerning no access to hot water for a week. formal complaint.
Notting Hill Genesis (202014951)
This complaint is about the landlord’s handling of the resident’s complaint that it delayed in completing repairs to her wet room.
Notting Hill Genesis (202108267)
The complaint is about the landlord's referral and response to a Community Multi-Agency Risk Assessment Conference (CMARAC) that that took place in 2019 and the information used as part of that assessment.
Notting Hill Genesis (202014860)
This complaint is about the landlord’s handling of the resident’s request for his carpet to be replaced following leaks into his property.
Notting Hill Genesis (202008834)
The complaint concerns the amount of compensation offered by the landlord following a leak to the property and in particular, the amount of compensation paid for:
Notting Hill Genesis (201914804)
The complaint concerns the landlord’s decision to refuse to issue the compensation offered in its final response.
Notting Hill Genesis (202007417)
The complaint is about: The sale of the resident’s property and the landlord’s decision not to provide the resident with an outside tap. The landlord’s handling of the resident's complaint and its adherence to the standards set out in its Service Level Agreement (SLA). The landlord’s handling of the resident's defective floorboards.
Notting Hill Genesis (202103280)
This complaint is about how the landlord responded to a request to renew a parking permit.
Notting Hill Genesis (202100770)
REPORT COMPLAINT 202100770 Notting Hill Genesis 30 September 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (202012921)
The complaint is about the landlord's: Handling of the gas safety check. Response to the resident’s concerns about the lack of heating and hot water following the annual gas service in 2020. Complaint handling.
Notting Hill Genesis (202016415)
The complaint is about the landlord’s response to the resident’s concerns about the condition of her property at the start of her tenancy.
Notting Hill Genesis (202111991)
The complaint is about the landlord’s handling of: repairs following a water leak. the resident’s stay in temporary accommodation following a leak. The resident’s reports about the behaviour of its staff.
Notting Hill Genesis (202011274)
The complaint is about: The landlord’s handling of reports of harassment by his neighbour. The landlord’s handling of the associated complaint. The landlord’s record keeping.
Notting Hill Genesis (201913034)
The complaint is about the landlord’s handling of the resident’s reports of problems with his boiler. The complaint is about the landlord’s complaint-handling.
Notting Hill Genesis (202119278)
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from 2019. The action taken by the landlord to recover rent arrears. The landlord’s complaints handling.
Notting Hill Genesis (202007671)
The complaint is about the level of compensation offered by the landlord for its acknowledged service failures: In response to the resident’s reports about repairs to his kitchen. The complaint handling.
Notting Hill Genesis (202100524)
This complaint is about the landlord’s response to the resident’s concerns about communal repairs and maintenance of her building, including: The replacement of the communal carpet. Cleaning of the communal paved areas. Repairs to a communal fire door, the communal lighting and uneven paving slabs on the patio area. This complaint is also about the landlord’s record keeping.
Notting Hill Genesis (202118481)
The complaint is about the landlord’s: response to the resident’s report of a communal door being unsecure; complaints handling.
Notting Hill Genesis (202011089)
The complaint is about the managing agent’s handling of the resident’s concerns, following alterations undertaken at his neighbour’s property, and the landlord’s response on bringing this matter to its attention.
Notting Hill Genesis (202102134)
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
Notting Hill Genesis (202123670)
The complaint is about the landlord’s handling of garden fence repairs.
Notting Hill Genesis (202100607)
The complaint is about the landlord’s: Response to the resident’s request to provide form EWS1 for the building which she owns a property in. Complaint handling.
Notting Hill Genesis (202105452)
The complaint is about the landlord’s handling of the resident’s: Reports of Anti-Social Behaviour (ASB) perpetrated by her neighbour. Reports of a fence and shed built by her neighbour, which she asserted caused a safety issue. Request to add her husband to the tenancy agreement. Alleged outstanding repair issues, specifically the water ingress from the above property, works to the kitchen / kitchen cabinets, and the damp and mould in her property. Request to be granted a direct offer for a new home. The resident also complained about the landlord’s handling of her complaint.
Notting Hill Genesis (202001714)
The complaint is about the landlord’s response to the resident’s report of Anti-Social Behaviour (ASB) from Neighbour A The landlord’s response to the resident’s report of noise related ASB from Neighbour B The landlord’s response to the related complaint.
Notting Hill Genesis (202118975)
REPORT COMPLAINT 202118975 Notting Hill Genesis 20 May 2022 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (202109990)
The complaint is about the landlord’s handling of the resident’s housing application.
Notting Hill Genesis (201915134)
The complaint is about the landlord’s handling of matters in relation to gas safety checks at the property.
Notting Hill Genesis (202113375)
The complaint is about: The landlord’s handling of the resident’s reports of no heating and no hot water. The compensation offered by the landlord for its handling of a repair to the resident’s skylight. The landlord’s response to the resident’s reports of staff conduct.
Notting Hill Genesis (202101616)
The complaint is regarding: The landlord’s handling of a repair to the resident’s toilet. The landlord’s response to the resident’s reports of a leak coming through his bedroom window.
Notting Hill Genesis (202106285)
REPORT COMPLAINT 202106285 Notting Hill Genesis 26 October 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (202014057)
This complaint is about the landlord’s rent arrears recovery action.
Notting Hill Genesis (202008430)
The complaint is about the landlord’s handling of the resident’s reports of pests in the property. The complaint is about the landlord’s handling of the resident’s reports of repairs to the bathroom shower. The complaint is about the landlord’s handling of the resident’s requests for a decant or transfer. The complaint is about the landlord’s handling of the resident’s reports of repair issues in her gardens.
Notting Hill Genesis (202007768)
The residents complain about: How the landlord managed the replacement of the communal boiler in the building, including: How it responded to residents’ suggestions and comments in relation to the specification of works and how this has impacted the current proposed works and level of service charges. The landlord’s management of the reserve fund, specifically the amount charged by the landlord over several years towards this. How the landlord handled a leak into the boiler room and other potential hazards in the boiler room including the proximity of electricity and meters to water pipes, live wires and a corroded cable, and the impact of this on the proposed works and level of service charges.
Notting Hill Genesis (201905832)
The complaint is about the landlord’s: response to the resident’s request that it assign full ownership of the property to him; complaints handling.
Notting Hill Genesis (202001127)
The complaint is about how the landlord had responded to the resident’s reports of issues with the satellite signal serving his property.
Notting Hill Genesis (202008951)
The complaint is about: The landlord’s response to the resident’s concerns over the change in the parking policy at the property. The landlord’s associated complaint handling.
Notting Hill Genesis (202014007)
The complaint is about: The landlord’s response to the resident’s request for the replacement of her personal belongings damaged at her property. The landlord’s response to the resident’s report that its contractor had caused damage to her personal belongings at her property.
Notting Hill Genesis (201909347)
REPORT COMPLAINT 201909347 Notting Hill Genesis 23 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (201911186)
The complaint is about the landlord’s handling of: repairs to the resident’s windows and doors; complaints about intermittent hot water at the property; the associated formal complaint.
Notting Hill Genesis (202008442)
The complaint is about the landlord’s handling of a complaint made about her by its Property Management Agent (PMA).
Notting Hill Genesis (201914026)
The complaint is about the landlord’s response to the resident’s: request for rent statements to be posted to her monthly; request for a key to the communal electricity meter cupboard; request for information about heating help through the government’s ‘Warm Home’ scheme; request for a copy of the landlord’s complaints policy; request for a post-inspection of her windows; and reports of disrepair to her toilet flush. The complaint is also about the landlord’s complaints handling.
Notting Hill Genesis (201912129)
The complaint is about the landlord’s response to the resident’s:
Notting Hill Genesis (201806908)
REPORT COMPLAINT 201806908 Notting Hill Genesis 22 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing […]
Notting Hill Genesis (201814438)
The resident complained about the property the landlord offered following their transfer request. Specifically, they complained about:
Notting Hill Genesis (202007739)
The complaint is about:
Notting Hill Genesis (201811046)
The complaint is regarding the landlord’s handling of: Works required to the windows in the property Repairs to a back door and the surrounding flooring Renewal of the kitchen units The resident’s formal complaint on the issues.
Notting Hill Genesis (201911978)
The complaint is about the landlord's handling of the resident’s reports concerning: noise related ASB issues with the neighbours. the handling of her request to be transferred to another property.
Notting Hill Genesis (201915534)
The complaint refers to: The Landlord’s management of the Resident’s rent account. The Landlord’s complaint handling of this matter. The Landlord’s handling of repairs to the Resident’s hot water system and heating installations.
Notting Hill Genesis (202000089)
The complaint is about the landlord’s response to: The resident’s reports of decant works not being resolved when she returned to her property. The resident’s claim for £4000 for emotional distress, the inconvenience and the implications of the mould on her health. The resident’s concerns about an unknown person gaining access to her property whilst she was decanted and her safety when she returned to the property. The resident’s request to be transferred to another property. The resident’s reports of her sofa being ‘‘very dirty’’ when it was returned from storage. This complaint is also about the landlord’s complaint handling.
Notting Hill Genesis (201913098)
The complaint is about the landlord’s response to the Resident’s reports of antisocial behaviour (ASB).
Notting Hill Genesis (201809422)
REPORT COMPLAINT 201809422 Notting Hill Genesis 1 December 2020 Our approach Under our early resolution process, the Ombudsman works with the resident and landlord to explore the […]
Notting Hill Genesis (201813837)
The complaint is about: The landlord’s response to safety concerns about a boiler. The landlord’s response to a report of a carbon monoxide leak. Complaint handling.
Notting Hill Genesis (202010053)
The complaint refers to: The landlord’s handling of a heating test carried out at the resident’s property and level of compensation offered in respect of this. The resident’s concerns related to his service charge.
Notting Hill Genesis (202007231)
REPORT COMPLAINT 202007231 Notting Hill Genesis 24 December 2020 Our approach What we can and cannot consider is called the Ombudsman’s jurisdiction and is governed by the Housing Ombudsman […]
Notting Hill Genesis (201909608)
The complaint is about the landlord’s response to the resident’s reports about: his neighbour’s antisocial behaviour (ASB), including: noise nuisance; aggressive behaviour; using the resident’s bin; leaving litter in communal areas; keeping an unauthorised dog; noise caused by their faulty door; subsidence at the property; its employee breaching its data protection responsibilities; a water leak at his property; repairs to the communal front door lock; increases to his rent. The complaint is also about the landlord’s complaints handling.
Notting Hill Genesis (202014861)
This complaint is about the landlord’s handling of: the resident’s concerns about the condition of a communal lobby; the related complaint.
Notting Hill Genesis (201915709)
The complaint is about: the landlord’s response to the resident’s reports of a blocked sink. how the landlord responded to the resident’s formal complaint.
Notting Hill Genesis (202006957)
The resident is unhappy that a parking space was not included within the purchase of their property. The resident is unhappy that the landlord has not subsequently agreed to sell them a parking space.
Notting Hill Genesis (202002474)
The complaint is about the landlord’s: response to the resident’s reports of a leak at his property and the subsequent damage that occurred; advice regarding the resident’s application for consideration of medical grounds for his transfer application; response following missed appointments by its repair operatives; complaints handling.
Notting Hill Genesis (202008840)
The complaint concerns: The landlord’s handling of repairs to the resident’s internal windowsill and wall. The landlord’s handling of the associated complaint and communication.
Notting Hill Genesis (202002556)
The complaint is about the landlord’s response to the resident’s concerns and reports about the hot water provision affecting her property.
Notting Hill Genesis (201902173)
This complaint is about the landlord’s handling of the following issues: Noise nuisance from neighbours from October 2017 onwards. ASB report following an assault by a neighbour in February 2018. Damage caused by a leak from a neighbour’s flat in February 2018. Its decision to restrict the resident’s contact with the landlord. The report will also address the landlord’s handling of the complaint.
Notting Hill Genesis (202008956)
The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen.
Notting Hill Genesis (202009450)
The complaint is about the landlord’s response to the residents’ reports that a neighbour installed a gate that restricted access to the communal path serving their property.
Notting Hill Genesis (201915560)
The complaint is about the landlord’s: provision of information about the defect period provided to the resident when purchasing the property. provision of information about the location of the car parking space at the property provided to the resident when purchasing the property. response to the resident’s repair reports concerning the heating and hot water system at the property. complaints handling.
Notting Hill Genesis (202002298)
The complaint is about: The landlord’s handling of credits and compensation payments due to the resident following a substantial leak at the property in July 2018 and its overall administration of her rent account; and The landlord’s handling of the resident’s request for copies of insurance documents relating to the leak.
Notting Hill Genesis (202009202)
The complaint refers to: The condition of the resident’s kitchen. The landlord’s handling of repairs to the resident’s fence.
Notting Hill Genesis (202000896)
REPORT COMPLAINT 202000896 Notting Hill Genesis 28 February 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (202009594)
The complaint is about the landlord’s: Response to the resident’s report of a fault to the communal fire alarm on 8 May 2020. Response to the resident’s concerns regarding fire safety in the building which the property is situated in. Complaint handling.
Notting Hill Genesis (202002469)
REPORT COMPLAINT 202002469 Notting Hill Genesis 21 April 2021 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. This is […]
Notting Hill Genesis (202000349)
The complaint is about: The landlord’s response to the resident’s requests for adaptations to the property. Her reports of repairs required to the property. The landlord’s handling of her complaint.
Notting Hill Genesis (202002199)
The complaint is about the landlord’s response to the resident’s reports about:
Notting Hill Genesis (201811579)
The complaint is about the landlord’s response to the resident’s reports of: Excessive heat in the property. Anti-social behaviour (ASB) at the property. The issuing of a Notice of Seeking Possession. The landlord’s complaint handling.
Notting Hill Housing Trust (202004323)
The resident complains about a number of errors in his service charge account and lack of information on how cleaning and gardening contracts were quoted and awarded.
Notting Hill Home Ownership Limited (202004800)
The complaint concerns the landlord’s handling of the resident’s outstanding arears.
Notting Hill Home Ownership Limited (202002842)
REPORT COMPLAINT 202002842 Notting Hill Home Ownership Limited 21 December 2020 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the […]
Notting Hill Home Ownership Limited (202004931)
The complaint is about the following issues: The landlord’s response to reports of issues with the heating and hot water system, in particular, its handling of a water outage in January 2020. The landlord’s handling of heating and hot water issues prior to 2019. The landlord’s handling of cyclical work. The landlord’s response to a request for compensation in relation to the heating and hot water issues. The landlord’s response for a request of a refund of 33% of the management fee form 2012-19. The landlord’s response to the resident’s report of experiencing difficulty getting hot water in his property after his engineer adjusted the bypass valve. The estate losing its dedicated Property Management Officer (PMO). The landlord’s response to queries about the outstanding works to the heating and hot water system from August 2020 onwards.
Notting Hill Home Ownership Limited (201907483)
The complaint concerns the landlord’s response to: The residents’ request for an independent surveyor assessment. The residents’ reports of defects to the communal areas. The residents’ complaint about its poor communication and management of the property. The residents’ concerns raised about the NHBC warranty.
Notting Hill Home Ownership Limited (202001957)
The complaint is about the landlord’s handling of the resident’s: reports of a leak from his roof; associated formal complaint.