Notting Hill Genesis Recensioni 821

I rarely write reviews but felt I had to do so in this case. This is the worst housing association I have encountered without exception. They constantly ignore emails, calls & voicemails. They have new PMO's every few weeks. This is very worrying in itself and speaks volumes about the organisation.
I am a leaseholder My questions are simple...

1. Re Service Charge- I was paying £181.25 per month currently for the service charge, it appears that you are asking for extra amounts every month. Have the direct payment per month changed? If so, I would like to change the amount I pay per month permanently so I do not receive unnecessary emails.

2. Secondly I was enquiring about how many years there are left on my lease.

Unbelievable... stressful and unnecessary?

Absolutely appalling service. I have made multiple attempts to obtain a critical document and have been met with silence, vague responses, or no action at all. Communication is practically non-existent, and there is a complete lack of urgency or accountability.

As a landlord, this level of disorganisation and disregard is completely unacceptable. Basic requests are being ignored, and there is no transparency or professionalism in how enquiries are handled.

This experience has been extremely frustrating and reflects very poorly on the management. A serious improvement in communication and responsiveness is urgently needed.

I live in a building that was managed by Notting House Genesis until we decided to manage it ourself under Right to Manage (RTM). They claim to be a housing association with a social profile but what we have experienced is quite the opposite. A recent example: The final financial accounts for the rent were finalised more than 2 year after the end of the financial years 2023/24, resulting in overspend of between GBP 1000 and GBP 1500 per flat which the leaseholders were asked to pay. The gap represents close to 50% overspend compared to the rent paid by each tenant for that entire year. In a time where many struggle to pay their ongoing bills not all will have such large amount of money available which could drive some into debt. All because of incompetence by a housing association that boldly claims in its marketing material to have a social profile and provide affordable housing. Personally I would not recommend this company to anyone and I would not move into a development that they manage.

This is my second review as the strategies adopted by this organisation is unacceptable. What they now do is not respond to complaints or direct enquiries via the app we have as tenants. I have 2 complaints unactioned by them, one of which has not even been acknowledged despite the CEO PA trying to get an answer for me. Says a lot about this so called Social Landlord. The standard response to reviews is contact the call centre, guess what they just pass on a message that is ignored. I now also have proof that a member of staff lied to me about service charges, intend to contact the Housing Ombudsman. The biggest insult is that they send out newsletter after newsletter about tenant involvement and service improvements - an absolute joke!! NHG when you read this do not give standard answer, actually have a senior member of management contact me. That won't happen. I have in my personal and work come across terrible companies with a negative attitude towards customers/tenants but Notting Hill Genesis takes the crown for their contemptuous treatment of tenants

I moved out on March 16th, but the exit process was a nightmare of NHG’s own making. The Property Manager failed to show up for the agreed check-out appointment and ignored all calls. When she finally called the next day, she actually shouted at me, blaming me for her own missed appointment. She only retracted her aggression once I informed her I had the entire timeline logged.

Despite confirming in writing that I vacated on March 16th, NHG has:

Disabled my account access so I cannot manage my finances.

Unauthorized Charge: They then charged me £1,177 for April rent for a property I don’t live in.

Withheld Funds: They still owe me a pro-rata refund for the last 15 days of March.

I had to escalate this to the CEO (Patrick Franco) and the Operations Manager. Instead of an apology or a refund, the Operations manager attempted to dodge accountability by telling me it was "my responsibility" to cancel the payment—while in the same breath confirming they had disabled my account so I couldn't access it!

This negligence has put me in a desperate position, leaving me without the rent money for my new apartment. NHG’s leadership needs a total overhaul; if this is how Patrick Franco manages the company, they are failing on every level. They are quick to take your money but will ignore you and shout at you when they owe it back.

I want to also add I've been reading these reviews for a few mins and they keep suggesting that we contact them through this number "020 3815 0000" you call them and they cant transfer you to anywhere they just take a note and will try to have someone call you back (not the receptionist fault) but this system clearly does not work! The fact that I had to go through all this trouble after being falsely charged and I didnt even get a call back! They know that what they are doing is criminal!

My nephew has special needs and lives in supported accomodation for vulnerable people managed by NHG. Due to structural issues with the building all residents had to be temporarily relocated very quickly . NHG worked tirelessly with the help of care support , the local council and social services to find a building that would accommodate the residents to ensure they retained the same care support staff and neighbours which minimised the stress and anxiety this situation had caused. The move went well and all staff (Care Support and NHG) have been so great, popping in and out of his flat and inviting him to come downstairs at any time. We wanted to thank you all so much for your care and kindness. He is well known and well liked and this is ever more apparent at times like this when you all give that bit extra and go above and beyond for him even though it was a stressful time for all of you too - moving to a new building and working out how best to help all the tenants/clients …….

The worse housing association, constantly changing of housing officers, disgusting behaviour from housing officers not addressing emails and answering calls, been living with mould and damp for years cheap repairs making us sick, they treat their residents like tramps and animals don’t care about the residents, constant raise in rent and service charge , cleaners that can’t be trusted, Notting Hill need to be exposed for their lies.
They trap their residents in overcrowded flats, they put new buildings but yet still I have fill out at least transfer forms.

I would like to take a moment to recognise and sincerely thank Cameron Finnie from the Renewal Team at NHG for the outstanding support, professionalism, and compassion he has shown while helping one of our elderly neighbours secure a more suitable home.

Our 82-year-old neighbour, Mr K, had been experiencing increasing difficulty managing in his existing property, which was no longer suitable for his needs. As neighbours who care deeply about his wellbeing, we approached his housing officer to ask whether he could be considered for an empty property on the same street — somewhere familiar that would better support his safety and independence. Unfortunately, we were initially advised that this was not possible, with responses explaining that it was not policy to move tenants in this way and that sheltered accommodation would be the only available option.

While sheltered accommodation may be suitable for some residents, it would have had a significant negative impact on Mr K. This is the community he has known for many years, and his local support network is fundamental to his wellbeing, confidence, and sense of security.

Cameron approached the situation with a completely different mindset. Rather than focusing on limitations, he listened carefully, showed genuine understanding, and treated Mr K as a person — not just a tenancy case. With empathy, patience, and determination, Cameron explored practical solutions and ultimately helped facilitate a move into the property on the same street. This allowed Mr K to remain within the environment where he feels comfortable, supported, and safe.

The entire process was handled seamlessly, from initial discussions through to the sign-up stage. Cameron demonstrated exceptional professionalism while also showing kindness, respect, and humanity throughout. His calm and reassuring manner made a potentially stressful process feel manageable and positive for everyone involved.

It has been genuinely uplifting to witness someone work with such empathy and integrity. Thanks to Cameron’s efforts, Mr K will now be moving into a home that is far more suitable for his needs while remaining surrounded by neighbours who can continue to look out for him and ensure he is safe and supported. Since receiving the news, Mr K has been beaming from ear to ear — a clear reflection of how life-changing this outcome has been.

Professionals like Cameron remind us that housing is not just about policies and properties, but about people, dignity, and community. His dedication, seamless coordination, and compassionate approach demonstrate the very best standards of service. Cameron is a true professional — respectful, considerate, and driven by genuine care — and NHG is fortunate to have someone who leads with both professionalism and heart.

Thank you, Cameron, for going above and beyond and for making such a meaningful difference to someone’s quality of life.

I honestly cannot express how frustrating and unacceptable my experience has been. The service has been consistently terrible, with issue after issue and absolutely no sense of urgency or accountability.

For over six months now, there has been a leak directly outside my front door. Six months. This has been reported multiple times and even escalated to the complaints department, yet nothing has been done. The leak is still there, completely unresolved.

Trying to get in touch with anyone is nearly impossible. My managing agent is effectively unreachable, and communication overall is extremely poor. It feels like no one takes responsibility or has any intention of actually fixing problems.

This situation is not just inconvenient — it’s completely unacceptable and unhygienic. I have a toddler, and every time we step outside our home, we have to avoid water dripping on us. No one should have to live like this, especially in a property that is supposedly being managed and maintained.

All I want is a proper resolution and for someone to take accountability. Right now, it feels like residents are being ignored entirely.

I would strongly advise others to think twice based on this experience.

Patrick Franco’s Notting Hill Genesis is providing rent-free accommodation in a central London flat to a young professional couple who would not qualify for social housing, I have recently discovered (21 Feb). The couple have been living in a flat in a mid-terrace period property near Hyde Park and Kensington Gardens for the past 2 years paying bills only. The situation means there is one less space available for genuine social housing applicants such as a vulnerable single person or couple; a young single mother; or even a couple with a small child. According to the think tank Centre for London, the capital is experiencing an acute and worsening social housing crisis, with over 336,000 households on social housing waiting lists, the highest levels in over a decade. The shortage is particularly severe in central and inner London, where waiting times for family-sized homes can span decades. And the reason why NHG has been housing a young professional couple rent-free for 2 years and counting? Well, it’s not the couple’s fault. It’s down to NHG’s negligence and incompetence. Two years ago the couple had to be moved out of the flat they rented (NHG is the freeholder) due to a severe mould infestation. This was caused by NHG neglecting the property for many years, which led to water ingress from a rear wall. NHG’s response to the growing mould problem was so slow that thick black mould was able to spread over an entire wall. Even once the couple had been rehoused, it took NHG more than 1 year to get the wall fixed. So – why didn’t the couple move back in after the mould problem had been fixed? Because meanwhile several major leaks from the flat above (itself void due to NHG negligence) had severely flooded their flat. One of the leaks continued for several days before the source, a faulty water tank, was switched off – not by NHG, but by the London Fire Brigade, who had to be called in to deal with the matter. So – why didn’t the leaseholder of the couple’s flat make a claim with NHG’s insurers and get the flood damage repaired, as is the usual procedure? Well, the agent for the flat stated that the insurers refused to pay up because NHG was at fault. I have not been able to verify if this is the case but I have no reason to think the agent is lying. Now NHG is in a seemingly never-ending dispute with the leaseholder of the flat over what repairs it will or won’t carry out. Meanwhile genuine social housing applicants have been unable to find a home in this NHG property for 2 years and counting because of a problem caused by NHG negligence and exacerbated by NHG incompetence. Remember: this is a social housing association. It’s supposed to provide social housing – not use precious accommodation to rehouse professionals while it continues to fail to resolve problems it has caused.

I continue to have the most challenging , frustrating and time consuming with noting hill genesis . Over the past 7 months I have been trying to purchase a property . Their lack of customer care has been astonishing . I have had to contact to find answers. I have had to chase on my own to get answers. My case worker never reached out to me. I called one day and was told she moved to another department . No notice , no introduction, no care whatsoever . Who treats customers like this? You provide a service . It’s your responsibility to make the customer feel welcomed. Every time I call I shouldn’t be told that someone would call me back and never receive one , or that my caseworker is on AL LEAVE . Where is the processes ? Where is the accountability ? Where is the thought ? My solicitor told me that the lease was incomplete . How?! It was actually missing a page . Causing further delays . Then after more weeks go
By we are advised that you have been chasing the wrong organisation for the lease. Further delay. It’s just appalling . I contact your leasehold lime and someone with an attitude says she can’t answer my question. Why are you in that position to answer phones it you can’t do anything ? What kind of customer service is that ? It just doesn’t make sense. No one has the answers, no one cares, no one bothers to chase or empathise or just provide the service they are paid to do. The only thing I have been happy with is the new leaseholder case handler that I have been dealing with, but he is also new . Other than that the experience has been shocking…

I arrived around 10 minutes early after having a look around the area for a viewing in Kidbrooke arranged over WhatsApp for Saturday 21st of March 2026 at 2pm. I went into the NHG office, introduced myself, and the agent was at his desk typing on his laptop. He asked me to take a seat and mentioned it had been a busy day and that he would be with me shortly.

While I understand I was early, there was no welcoming interaction or any attempt at customer engagement. It felt quite awkward sitting there waiting while he continued working without any clear indication of when the viewing would begin.

Based on this experience with NHG, I decided to pick up a brochure and leave without proceeding with the viewing. The lack of professionalism and basic customer care raised concerns about what the level of service might be like after committing to a property.

One of the top 3 worse companies in the uk I’ve ever had to deal with. 12 years waiting for a roof leak to be resolved. Daily lift maintenance issues. The management staff are bottomless useless thy don’t care the system doesn’t care a Patrick the ceo doesn’t care a complaint takes weeks on end with no resolutions and they are above the law. Stay very clear of this cowboy company

I see via Google it provides affordable housing . I beg to differ charging OAP almost £400 a week . £1733. A calender month for a studio you mean bedsit . It's extortion especially when services go down there is no rebate ... Kitchen goes down there is no hot food . Lift out of service people stuck upstairs can't get to dining room .
The list goes on .....

I would very much like to thank Cameron , Anita and Jordan for their help, support and professionalism in arranging my transfer to a new home.
They worked with me closety to ensure I was kept in the same location, which was of utmost importance to me. This allowed me to keep the same support networks and friends who I have gained in the same area. It is also very local and convenient for my work.
I am truly grateful to Notting Hill Genesis and would recommend them to anyone looking to find accommodation with them.

Replied to 3x outstanding stage 1 complaints 31/1/25 waited the prposed 42 days expecting a stage 2 reply and nothing!!!
All 3 complaints have been closed, 2 of the 3 repairs still remain outstanding and I have chased complaints team and escalated the same to Patrick Franco. The worst housing association!!!! I am now seeking legal advice purely because no one is able to communicate. I have called HQ and all they do is write a note on the system!

In reply to your response I have already done this twice and no one gets back to me!!!

We have ongoing issues at 41-42 Kew Bridge Road over the past 10 years, namely, we have the following issues that are unresolved:

Flooding of the Car Park with sewage – we understand that this was caused by an incorrect valve being fitted during the original development which blocked sewage pipework. As a result a number of residents had to temporarily move out of the property for Health and Safety reasons. When NHG finally had the drains unblocked, residents were forced to move out again because of the caustic and toxic chemicals that were used to clean and sanitize the car park. This initially happened 8 years ago over a 6-week period and occurred again over the 2023/2024 Christmas and New Year period. 

Car Park Entrance Gate – the automatic opening and closing mechanism is not robust enough and regularly breaks. This has resulted in repeated break-ins by moped thieves, non-residents entering the property, theft of bicycles and motorcycles and criminal damage. On one occasion, rough sleepers also entered the estate. 

Property Managers -frequent changes of PMOs with little or no handover, leading to a lack of continuity and accountability. 

Maintenance & Cleaning – NHG are reactive not proactive and there appears to be no regular maintenance plan for the property. Previous and current cleaning of communal areas is poor, inadequate and irregular. Window and Glass canopy cleaning rarely/if ever happens. 

Poor management and monitoring of contractors. Contractor personnel regularly arrive without warning and rely on residents to provide access as NHG staff are not in attendance and/or keys are not made available or have been lost from the key safe. Residents are left to manage contractors despite paying NHG for this service. 

Accounts – NHG fail to provide accurate, detailed final accountsdespite repeated requests by residents over several years. Instead, NHG has threatened residents with payment demands for works they cannot demonstrate or justify. 

Leaking rainwater pipes throughout the estate in the underground carpark and gas meter room since the building was commissioned. 

Refusal to organise regular, in-person residents’ meetings – NHG seem to make promises and seemingly hope that we forget. 

Repeatedly logged formal complaints - raised with NHG Board Directors without no or unsatisfactory responses.

Our MP, Andy Slaughter has been informed and is in support of us.

Do not buy a property from them - you will regret it.

Thanks

Patrick Franco needs to go now!
NHG are signed up to the Mayor of London's Service Charge Charter but do not honour it. The Mayor should intervene in this mess of a company and have a clear out and restructure. I cannot and will not pay a £429 pcm SC for a building that is A) billed as affordable housing and B) an absolute filthy disgrace. The SC was £255 pcm 2 years ago. Charter says SC must be managed upwards in a responsible affordable way. The complete opposite is taking place. Every resident/leaseholder in my building is running a huge deficit now and it's getting worse. What will be done about this fraudulent company? Please don't insult me with a reply you have a 1 star rating across the board for a reason. Nothing will change until this company goes bust

Unfortunately, I have been a tenant since Notting Hill Genesis (NHG) was formed and to be brutally honest, they are one of, if not the, worst organisations I have had the misfortune to have to deal with. We have a "My Account" app that is used for communications, complaints, etc. It is a one way street, send in messages and they are basically ignored. Make a complaint and it is the majority of times ignored. Try to call and guess what! The person you need to speak to in never around to answer. They can never get Service Charges right and although there is a process for querying it, NHG just ignore anything that is raised. To add insult to injury, we get regular newsletters telling us how important tenants are to them, how they are committed to improving all services, etc. etc. total garbage and an insult to our intelligence. Staff seem to be allowed to ignore their duties with no comeback. If you are considering buying any property through NHG do think very very very carefully if you want to retain your sanity. I do not have a choice, but please for your sake read other reviews before you end up one of the many who are totally frustrated. They are good at one thing though - increasing charges!!!

When the NHG complaints team get more complaints about their work or lack of it in some cases than actually solving complaints you know it is REALLY BAD.
What hope is there for tenants?
It is bad all round.
It is almost like they are dragging people of the street to work in that department its ridiculous.
I was awarded compensation in August 2025 and today is the 6th March 2026!!!
the proverbial P'- up in a brewery comes to mind.
The incompetency is just unbelievable.