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Notting Hill Genesis
Also published by the Ombudsman as: Notting Hill Genesis (NHG)
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 513
- December 2020 to July 2026
- Maladministration found
- 68%
- 347 of 513 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 1
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 13 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 513 rulings.
Formerly
Notting Hill Housing Trust (1 ruling)
Rulings about former organisations stay under the name the Ombudsman published them under.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Severe maladministration | 1 | 0% |
| Maladministration | 137 | 27% |
| Partial maladministration | 209 | 41% |
| Reasonable redress | 86 | 17% |
| No maladministration | 60 | 12% |
| Outside jurisdiction | 13 | 3% |
| Mediation | 6 | 1% |
| Unknown | 1 | 0% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 436 |
| Take Specific Action (non-repair) | 211 |
| Apology | 210 |
| Other | 89 |
| Repairs | 86 |
| Case Review | 58 |
| Staff Training | 48 |
| Policy Review | 37 |
| Process Change | 28 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 353 | 264 | |
| Repairs (includes damp and mould) | 243 | 185 | |
| Financial | 112 | 87 | |
| Moving/ | 89 | 51 | |
| Estate Management | 70 | 43 | |
| ASB/ | 67 | 54 | |
| Information and data management | 29 | 22 | |
| Health and Safety (inc. building safety) | 24 | 16 | |
| Occupancy Rights | 16 | 12 | |
| Planned Works | 11 | 10 |
A ruling can have more than one category tag. 36 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 5 | 0 | |
| 2021 | 57 | 19 | |
| 2022 | 40 | 20 | |
| 2023 | 78 | 50 | |
| 2024 | 87 | 70 | |
| 2025 | 148 | 105 | |
| 2026 | 98 | 83 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
60,326 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 261
- Findings
- 709
- Maladministration findings
- 375
- Maladministration rate (share of findings)
- 55%
- Severe maladministration findings
- 13
- Compensation ordered
- £227,348
This report also covers a group company or predecessor: Notting Hill Housing Trust (1 ruling).
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
49,705 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 59.4%
- Stage 2 answered on time
- 70.5%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 513The 10 most recent of 513 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 30 July 2026Case 202439478 · Secure TenancyMaladministration
What the complaint was about (from the ruling) “The resident’s complaint is about the landlord’s handling of: Leaks, damp and mould in the bathroom. Communication over repossession. The complaint.”
Orders or recommendations: Apology, Compensation
- 1 July 2026Case 202413929 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s response to the resident’s: Concerns about a DNVA flag on her account. Complaint.”
Orders or recommendations: Apology, Compensation
- 25 June 2026Case 202414144 · Assured TenancyReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the residents: Request for information about her rent and service charges. Concerns about the standard of cleaning and rubbish being left in communal areas. Associated complaint.”
Recommendations: Compensation
- 24 June 2026Case 202434608 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s reports of no heating or hot water.”
Orders or recommendations: Apology, Compensation
- 17 June 2026Case 202410466 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s: Handling of the resident’s transfer application. Complaint handling.”
Orders or recommendations: Apology, Compensation
- 15 June 2026Case 202540091 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s response to the resident’s: a) Request for all the windows in her building to be replaced. b) Complaint.”
Orders or recommendations: Compensation, Take Specific Action (non-repair)
- 12 June 2026Case 202531549 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould following a leak. Complaint.”
Orders or recommendations: Apology, Compensation, Other, Take Specific Action (non-repair)
- 29 May 2026Case 202539785 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The resident’s complaint is about the landlord’s handling of: Damp and mould. Pest control. Her transfer request. Staff responsiveness. The complaint.”
Recommendations: Compensation
- 29 May 2026Case 202441945 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s response to the resident’s queries about pest control costs in his 2021 to 2022 service charge statement. We have also considered how the landlord handled the complaint.”
Orders or recommendations: Apology, Case Review, Compensation, Take Specific Action (non-repair)
- 29 May 2026Case 202408474 · Shared OwnershipMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s service charge queries and request for actual service charge costs.”
Orders or recommendations: Apology, Compensation, Process Change, Take Specific Action (non-repair)
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