Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
Decision Case ID 202345197 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 14 April 2026 Background The resident complained about the landlord’s decision to contact her mortgage lender […]
Decision Case ID 202534880 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 19 March 2026 Background The resident has lived in the property, a ground floor flat, […]
Decision Case ID 202510395 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lives in a 1-bed flat with her partner and son. […]
Decision Case ID 202411290 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 17 November 2025 Background The resident occupied her home, a one-bedroom property with her […]
Decision Case ID 202402611 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 12 November 2025 Background 1. The resident lives in a top floor flat under an […]
Decision Case ID 202427481 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 6 November 2025 Background The resident is a leaseholder and has occupied the property, since 2011. On […]
Decision Case ID 202321625 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 30 October 2025 Background The resident lives in a basement flat with her son and daughter. […]
Decision Case ID 202432745 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Licence Date 13 October 2025 Background Since August 2022 the resident has lived in emergency accommodation run by the […]
The complaint is about the landlord’s response to the resident’s reports of: Repairs to the front door of the flat. Repairs to internal doors inside the flat. We have also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns regarding parking, and her request to be issued a parking bay.
The complaint is about the landlord’s handling of the resident’s: Reports of excessive noise from her heat interface unit (HIU). Reports of the smell of cannabis around her property. Associated complaint.
The complaint is about the landlords: Decision to withdraw the resident’s access to on-site parking. Response to the resident’s request for a housing transfer. Handling of the resident’s complaint.
The resident’s complaint is about the landlord’s handling of: Her concerns about the installation of an air conditioning system. Her associated complaint.
The complaint is about the landlord’s: Response to the resident’s compensation claim. Complaint handling.
The complaint is about the landlord’s handling of the resident’s report of noise nuisance from the property above.
The complaint is about the landlord’s: Response to the theft of the resident’s bicycle wheel from a communal storage unit. Handling of the complaint.
The complaint is about the landlord’s handling of the resident’s: Concerns about the concierge not providing visitor access to the carpark. Associated formal complaint.
The resident’s complaint is about the landlord’s handling of: Repairs to the communal door entry system. Leaks into the property.
The complaint is about: The landlord’s response to the resident’s request for information about her service charges. The landlord’s response to the resident’s concerns about the frequency and standard of cleaning in the communal areas of the property. The landlord’s complaints handling.
The resident’s complaint is about the landlord’s handling of: The resident’s Subject Access Request. His reports of pests and requests for associated works. His temporary decant request. Its communication during handover of cases between staff. This service has also considered the landlord’s complaint handling.
The complaint is about: The theft of the resident’s bicycle from a shared bicycle store in 2017. The landlord’s response to the resident about his service charge arrears. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the: Installation of the shower chair in the resident’s bathroom. Related complaint:
The complaint is about the landlord’s handling of the resident’s request for cleaning and resurfacing of the front garden communal area.
The complaint is about the landlord’s: Response to the resident’s request for a repeat asbestos survey of the communal hallway. Handling of remedial work to the communal hallway following asbestos removal works.
The complaint is about: The landlord’s handling of the resident’s reports of a faulty intercom system and concerns about the procedure for visitor’s access to his property The landlord's complaint handling
The complaint is about: The landlord’s handling of a shared ownership purchase, including the advertisement of the property on the landlord’s resale website. The level of communication and information provided by the landlord on payments and costs if the property was sold on the open market.
The complaint concerns: The information provided by the landlord relating to the resident’s request to be rehoused. The delay in the payment of compensation.
The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed.
The resident has complained about the landlord’s handling of his application to staircase. A further complaint was made regarding the landlord’s customer service.
The resident has complained about: the length of time scaffolding was in place at her property; the landlord’s communication with her regarding cyclical maintenance work; and the landlord’s handling of the complaint.
The complaint concerns the landlord’s: response to the resident’s complaint about the level of and an increase to their service charges. handling of queries regarding the rent account. request for a breakdown of the service charge. complaint handling.
The resident’s complaint is about: The landlord’s response to the resident’s reports of: The resident’s intercom being intentionally switched off by staff. Concierge staff leaving bins in communal areas and blocking access. Emails from concierge staff to residents that the resident found threatening. An incident of a loss of electric …
The complaint is about: The landlord’s response to the resident’s request to be transferred to another property. The landlord’s handling of the resident’s request for adaptations. The landlord’s response to the resident’s request for mobility scooter storage. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports about: Repairs in the property. Communal maintenance. Communal parking. Communal antisocial behaviour (‘ASB’).
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
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 […]
The complaint is about the landlord’s handling of the resident’s housing application.
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.
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.
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.
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 […]
This complaint is about how the landlord responded to a request to renew a parking permit.
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 […]
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.
The complaint is about the landlord’s response to the resident’s reports about:
The complaint concerns the landlord’s handling of the resident’s reports of an offensive odour in her kitchen.
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.
The resident complained about the property the landlord offered following their transfer request. Specifically, they complained about:
The complaint refers to: The condition of the resident’s kitchen. The landlord’s handling of repairs to the resident’s fence.
The complaint is about the landlord’s handling of a complaint made about her by its Property Management Agent (PMA).
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |