Independent · not part of Notting Hill Genesis
Notting Hill Genesis complaints, compensation and disrepair claims
Your options if Notting Hill Genesis hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Notting Hill Genesis repairs
LandlordNotting Hill Genesis
Has Notting Hill Genesis been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Notting Hill Genesis’s repair contactsFree to check · About 2 minutes
You can complain to Notting Hill Genesis, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Notting Hill Genesis hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Notting Hill Genesis for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Notting Hill Genesis
This can get Notting Hill Genesis to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Notting Hill Genesis to put things right. In its recent decisions about Notting Hill Genesis, it ordered between £200 and £1,250 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Notting Hill Genesis’s own target for a routine repair is 20 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Notting Hill Genesis
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Notting Hill Genesis asking for the repairs and compensation. Under the court rules for housing conditions claims, Notting Hill Genesis should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Notting Hill Genesis
Notting Hill Genesis has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Notting Hill Genesis
Acknowledged within 5 working days, with a reply within 10 working days of that (the Code’s limits).
- Stage 2
Ask for a review
If you’re not happy, a reply within 20 working days (the Code’s limit).
- Then
Housing Ombudsman
Independent. It can order Notting Hill Genesis to put things right.
Complaints pagenhg.org.uk
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimNotting Hill Genesis’s record
What the regulator and Ombudsman found
Nov 2024: The regulator found serious failings, including gaps in health and safety information, over 2,000 overdue fire safety actions, repairs not done within its own timescales, only half of homes surveyed in five years, and too little evidence that complaints were handled fairly and promptly.
of Notting Hill Genesis tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Notting Hill Genesis in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 November 2024; Notting Hill Genesis tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Notting Hill Genesis
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Notting Hill Genesis at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of damp and mould following a leak. Read the decisionMaladministration
£1,250 ordered - How it handled door repairs and associated damp and mould. Read the decisionMaladministration
£200 ordered
Source: Housing Ombudsman decisions.
Has Notting Hill Genesis let you down too? You could claim compensation.
Start your claimQuestions
Notting Hill Genesis complaints and claims: questions
How do I complain to Notting Hill Genesis about repairs?
Through its complaints page: nhg.org.uk. Say what the problem is, when you reported it, and what you want done.
How long does Notting Hill Genesis have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply within 10 working days of that. Stage 2: a reply within 20 working days.
Can I claim compensation from Notting Hill Genesis for damp and mould?
You could, if you reported it and Notting Hill Genesis didn’t fix it in a reasonable time. A law firm on our panel can take it up with Notting Hill Genesis for you.
Start your claimHas the Housing Ombudsman found Notting Hill Genesis at fault?
In 2024/25 the Ombudsman found maladministration in 67% of its findings about Notting Hill Genesis. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Notting Hill Genesis: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Notting Hill Genesis on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Notting Hill Genesis?
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Still waiting for Notting Hill Genesis to fix it?
About 2 minutes. No documents. Free to check.