Independent · not part of Notting Hill Genesis
Notting Hill Genesis repairs: how to report a repair, phone numbers and timescales
How to report a repair to Notting Hill Genesis: the repairs phone numbers and emergency line, reporting a repair online, and how long Notting Hill Genesis has to fix it. Notting Hill Genesis’s own target for routine repairs is 20 working days.
Other names: Notting Hill Housing, Notting Hill Housing Trust, Genesis Housing Association, Genesis Housing
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: nhg.org.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Notting Hill Genesis’s emergency line is here.
How to report
Reporting a repair to Notting Hill Genesis
- 01Phone or report online. You’ll need an account to report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Notting Hill Genesis misses its own target, complain. You may also be able to claim.
Emergency repairs
When to call Notting Hill Genesis straight away
Phone Notting Hill Genesis straight away if anything puts someone in danger or leaves your home unsafe. For an emergency repair, choose option 2. After 5pm, at weekends and on bank holidays, call the same number for emergencies. The number is in Notting Hill Genesis’s repair contacts.
- 01Danger to life or limb
- 02Severe damage to your home
- 03Flooding
- 04Major electrical faults
What counts as an emergency, from nhg.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Notting Hill Genesis.
Timescales
How long Notting Hill Genesis has to fix it
Notting Hill Genesis’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Notting Hill Genesis’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 4 hoursMade safe, or a temporary repair done, within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Non-emergency | 20 working days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from nhg.org.uk, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 20 working days ago? That’s past Notting Hill Genesis’s own target. You could claim compensation.
Start your claimYour options
If Notting Hill Genesis doesn’t fix it: your options
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 complain to Notting Hill GenesisYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Notting Hill Genesis
Every social landlord 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.
Notting Hill Genesis’s record
How Notting Hill Genesis performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Notting Hill Genesis in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Notting Hill Genesis
- How it handled reports of damp and mould following a leak.Maladministration
£1,250 ordered - How it handled door repairs and associated damp and mould.Maladministration
£200 ordered
Sources: Regulator of Social Housing judgement, 27 November 2024; Notting Hill Genesis tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Notting Hill Genesis’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Notting Hill Genesis repairs: questions
What is Notting Hill Genesis’s repairs number?
020 3815 0000 (Repairs line) or 020 8451 8001 (Damp and mould line). For an emergency repair, choose option 2. After 5pm, at weekends and on bank holidays, call the same number for emergencies.
What is Notting Hill Genesis’s emergency or out of hours repairs number?
020 3815 0000 (Repairs line). For an emergency repair, choose option 2. After 5pm, at weekends and on bank holidays, call the same number for emergencies.
Can I report a repair to Notting Hill Genesis online?
Yes, at nhg.org.uk/my-account. Report a repair online through My Account. You need to sign in. Phone for emergencies.
How long does Notting Hill Genesis have to fix a repair?
Its own targets run from 4 hours (emergency) to 20 working days (non-emergency). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Notting Hill Genesis tenants?
Since 27 October 2025, Notting Hill Genesis must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to Notting Hill Genesis?
Complain to Notting Hill Genesis first, online. It should acknowledge your complaint within 5 working days and reply within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Notting Hill Genesis?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Notting Hill Genesis for you. It’s free to check.
Start your claimIs Report Repair part of Notting Hill Genesis?
No. Report Repair is independent and not part of Notting Hill Genesis or any council or housing association. We show Notting Hill Genesis’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Notting Hill Genesis has to fix, by problem
Not Notting Hill Genesis?
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Reported a repair to Notting Hill Genesis and still waiting?
About 2 minutes. No documents. Free to check.