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 202500630 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 27 May 2026 Background The resident reported a leak to the landlord. The resident then made […]
Decision Case ID 202346956 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 30 April 2026 Background Since at least March 2022 the resident has been in contact […]
Decision Case ID 202518397 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 8 April 2026 Background The resident reported the condition and suitability of her home […]
Decision Case ID 202511140 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 18 March 2026 Background The property is a ground-floor flat with its own private garden. […]
Decision Case ID 202327302 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident brought her case to our Service after receiving no […]
Decision Case ID 202331737 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 25 February 2026 Background The resident complained to the landlord about condensation and a subsequent […]
Decision Case ID 202445989 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident applied to the landlord’s housing transfer scheme. It assessed […]
The landlord did not handle the complaint in line with the Code. It apologised and offered appropriate compensation.
Decision Case ID 202347308 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 22 January 2026 Background The resident raised formal complaints with the landlord about its response […]
Decision Case ID 202438585 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 5 January 2026 Background The resident lives with his wife and 2 children in a […]
Decision Case ID 202414212 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 19 December 2025 Background The resident was unhappy with how the landlord responded to her […]
Decision Case ID 202416988 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 10 December 2025 Background At the time of the complaint the resident was subletting the property. By […]
Decision Case ID 202435566 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Leaseholder Date 2 December 2025 Background The resident is a leaseholder and has occupied the property, a second floor […]
Decision Case ID 202334336 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident lives with his partner and teenage son. The landlord refurbished […]
Decision Case ID 202444908 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 21 November 2025 Background The resident lives in a maisonette. Her son has asthma. What the […]
Decision Case ID 202447140 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 19 November 2025 Background The resident moved into the property in 2020. At the time […]
Decision Case ID 202413872 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 18 November 2025 Background The resident lives in a ground-floor flat. She first started experiencing noise […]
Decision Case ID 202450433 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 5 November 2025 Background The resident lives in a 2-bedroom maisonette on the first […]
Decision Case ID 202428752 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Applicant Date 27 October 2025 Background The resident lives in the property with her child, her sibling and […]
The complaint is about the landlord’s handling of: Repairs to the ceiling. Temporary accommodation for the resident. The Ombudsman has also considered the landlord’s complaint handling.
Decision Case ID 202409868 Decision type Investigation Landlord Notting Hill Genesis Landlord type Housing Association Occupancy Assured Tenancy Date 21 October 2025 Background The resident has lived in the 3-bedroom house since 2021. She […]
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB), and his associated complaint.
The complaint is about the landlord’s handling of the resident’s:
The complaint is about the landlord’s handling of the resident’s request to be re-housed. The Ombudsman has also investigated the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s reports of repairs to the staircase and landing.
The complaint is about the landlord’s handling of the resident’s queries about: the service charge account for the financial year 2022 to 2023. the service charge account for the financial year 2024 to 2025.
The complaint is about the landlord’s handling of the resident’s request to be moved to a property with a wet room. The Ombudsman has also considered the associated complaint handling.
The complaint is about the landlord’s handling of the year-end service charge accounts for 2022-2023. The Ombudsman has also taken the decision to investigate the landlord’s handling of the resident’s complaint.
The complaint is about the landlord ‘s handling of: The resident’s reports of a faulty shower. The resident’s complaint.
The resident has complained about the landlord’s response to her request for compensation due to a communal light being connected to her electric meter.
The complaint is about the landlord’s handling of the resident’s concerns about parking on the estate.
The complaint is about the landlord’s handling of the resident’s requests for rent and service charge accounts. The Ombudsman has also looked at the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of the resident’s: Requests for it to clean and repaint the balcony. Associated complaint.
This complaint is about how the landlord handled the resident’s request for an allocated parking space. We have also considered how the landlord handled the complaint.
The complaint is about the landlord’s handling of the applicant’s request to succeed the property.
The complaint is about the landlord’s handling of the resident’s reports that other tenants were throwing cigarette butts onto her balcony.
The complaint is about the landlord’s handling of the resident’s reports of leaks and a request to repair damage caused by the leaks.
The complaint is about the landlord's handling of reports of a leak.
The complaint is about the landlord’s handling of the replacement of the front door of the resident’s property.
The complaint is about the landlord’s: response to the resident’s concerns about: rehousing; repairs and pest issues in the property; decants; complaints handling.
The complaint is about the landlord’s handling of the resident’s request for reimbursement for damage to her carpets.
The complaint is about the landlord’s handling of damage caused to the resident’s property following a sewage leak due to a blocked communal stack pipe.
The complaint is about: The landlord’s handling of the resident's reports about window repairs. The landlord's response to the resident's reports about a missed appointment. The landlord's complaint handling.
The complaint is about the landlord’s: response to the resident’s reports about issues with her rent/online account details; response to the resident’s reports about asbestos; complaints handling.
REPORT COMPLAINT 202311706 Notting Hill Genesis (NHG) 9 August 2024 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of the resident’s requests for new keys to his flat and bike shed.
The complaint is about the landlord’s: Actions regarding the previous resident’s health condition and the handling of the previous resident’s reports of repair issues. Failure to clear the property for a home buyer’s survey prior to the resident moving in. Response to the resident’s reports of rising damp. Communication with …
The complaint is about the landlord’s: Increase in rent and service charges payable for the property . Communications and complaint handling.
The complaint is about the landlord’s handling of the resident’s request to carry out repairs to her adapted bathroom. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s offer of compensation in relation to its handling of the: Works required to the resident’s front door. Formal complaint.
| 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 |