Housing Ombudsman Decisions
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.
16,227
Total Decisions
11,758
Maladministration Found
2,212
No Maladministration
161
Severe Cases
Decisions by Year
Top Landlords by Volume
Clarion Housing Association Limited
817
Peabody Trust
522
London & Quadrant Housing Trust
517
London & Quadrant Housing Trust (L&Q)
488
Sanctuary Housing Association
360
Metropolitan Thames Valley Housing (MTV)
313
Browse by Outcome
Common Topics (last 2 years)
Top Landlords
Clarion Housing Association Limited (817)
Peabody Trust (522)
London & Quadrant Housing Trust (517)
London & Quadrant Housing Trust (L&Q) (488)
Sanctuary Housing Association (360)
Metropolitan Thames Valley Housing (MTV) (313)
Hyde Housing Association Limited (309)
The Guinness Partnership Limited (299)
Southern Housing (273)
Southwark Council (266)
A2Dominion Housing Group Limited (239)
Notting Hill Genesis (229)
Showing 427 of 16,227 decisions matching "Notting Hill Genesis"
Notting Hill Genesis (NHG) (202215893)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
The complaint concerns the level of compensation offered to the resident following a delay issuing a deed of assignment.
Notting Hill Genesis (NHG) (202225734)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s response to multiple reports that the lift in the resident’s block was broken.
Notting Hill Genesis (NHG) (202201501)
Partial Maladministration
Complaint: Estate Management
This complaint is regarding the landlord’s handling of: reports of others parking in the resident’s designated disabled parking bay, and; the related complaint handling.
Notting Hill Genesis (NHG) (202212007)
Partial Maladministration
Complaint: Financial
This complaint is about: The landlord’s handling of the service charge account which resulted in an overcharge. The landlord’s handling of the associated formal complaint.
Notting Hill Genesis (NHG) (202119328)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of the resident’s reports of sewage gases affecting the property.
Notting Hill Genesis (NHG) (202115868)
Outside Jurisdiction
Complaint: Moving/Buying/Selling Home
The complaint is about the landlord’s response to the resident’s reports about: The pest infestation at the property. The landlord’s handling of repairs at the property including the loss of access to rooms and the kitchen due to delays in …
Notting Hill Genesis (NHG) (202119211)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord providing transportation for the resident to view a property. The Ombudsman has also considered the landlord’s complaint handling.
Notting Hill Genesis (NHG) (202125601)
Partial Maladministration
Complaint: Estate Management
The complaint is about the landlord’s: Handling of the resident’s reports of repeated faults with the communal entry door. Response to the resident’s request for a reduction in the communal door entry element of the service charge. Handling of the …
Notting Hill Genesis (NHG) (202202360)
Maladministration
Complaint: Estate Management
Review Letter comp REPORT COMPLAINT 202202360 Notting Hill Genesis 24 August 2023 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances […]
Notting Hill Genesis (NHG) (202201499)
No Maladministration
Complaint: Estate Management
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
Notting Hill Genesis (NHG) (202200147)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s concerns about: The conduct of the landlord’s staff. Record keeping concerning a previous survey. The landlord's response to the reports of outstanding repairs to the kitchen and bathroom. Advice relating …
Notting Hill Genesis (NHG) (202206376)
Outside Jurisdiction
Complaint: Health and Safety (inc. building safety)
This complaint is about the landlord’s refusal to address the resident’s concerns regarding alternative access arrangements for disabled persons when the lift is out of order.
Notting Hill Genesis (202213890)
No Maladministration
Complaint: Moving/Buying/Selling Home
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 …
Notting Hill Genesis (202201185)
Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of drainage issues.
Notting Hill Genesis (202124535)
No Maladministration
Complaint: Managing Relations
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.
Notting Hill Genesis (NHG) (202123314)
Reasonable Redress
Complaint: Financial
The complaint is about: The increase in service charges for the property. The landlord’s response to the resident’s concerns about the service charges and reported reduction in services. The landlord’s complaint handling.
Notting Hill Genesis (NHG) (202211147)
Reasonable Redress
Complaint: Managing Relations
The complaint is about: The landlord’s handling of the sale of the resident’s former leasehold property. the associated complaint.
Notting Hill Genesis (202114947)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The repair of the resident’s hot water system. Works to address overheating issues in their property. The resident also complained about the landlord's communication and handling of his complaint about this matter.
Notting Hill Genesis (202113538)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
This complaint is about the landlord’s: response to the resident’s: request for alternative accommodation; reports of anti-social behaviour (ASB); reports of cockroaches; concerns about balcony issues and parking; reports of various repair and maintenance issues; Complaint handling.
Notting Hill Genesis (NHG) (202209777)
No Maladministration
Complaint: Estate Management
The complaint is about the landlord’s handling of the resident’s reports of her bicycle being stolen from a communal bicycle shed.
Notting Hill Genesis (202105836)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s: Response to the resident’s concern’s over the accuracy and transparency of service charge billing. Response to the resident’s request for her rent increase letter regarding the 2022/23 period. Handling of the resident’s complaint. Response …
Notting Hill Genesis (NHG) (202124961)
No Maladministration
Complaint: Managing Relations
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.
Notting Hill Genesis (202117594)
Maladministration
Complaint: Managing Relations
The complaint is about: The level of redress offered by the landlord for its acknowledged failures in its response to the resident’s reports of loss of heating for a significant period of time. The landlord’s complaint handling. The landlord’s record …
Notting Hill Genesis (NHG) (202114679)
No Maladministration
Complaint: Estate Management
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.
Notting Hill Genesis (NHG) (202122026)
Partial Maladministration
Complaint: Managing Relations
The complaint is regarding how the landlord handled the resident’s reports of a leak into his property. This Service has also considered the landlord’s handling of the complaint.
Notting Hill Genesis (202207986)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s handling of repairs to the drainage system at the resident’s property. The landlord’s response to the resident’s request to be reimbursed for the costs she had incurred.
Notting Hill Genesis (202104974)
No Maladministration
Complaint: Financial
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.
Notting Hill Genesis (202201897)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The repair to the resident’s heating and hot water system, and the subsequent offer of compensation for this. The repair to the resident’s shower, and the subsequent offer of compensation for this. …
Notting Hill Genesis (202205545)
Partial Maladministration
Complaint: Financial
The complaint is about the landlord’s response to the resident’s concerns about: his rent increase; building insurance being included in his service charge; the landlord’s communication in relation to the rent and service charge.
Notting Hill Genesis (202122043)
Maladministration
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s response to the resident’s reports about drainage to the en-suite bathroom at the property.
Notting Hill Genesis (202006766)
No Maladministration
Complaint: Estate Management
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 …
Notting Hill Genesis (202203445)
Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s implementation of contact restrictions on the resident.
Notting Hill Genesis (202102541)
Partial Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s response to the resident’s reports of: an external wall requiring repair following a roof leak. faulty CCTV. anti-social behaviour including drug dealing and prostitution. damaged and dirty communal carpets. a delay in providing information …
Notting Hill Genesis (202114098)
Outside Jurisdiction
Complaint: Financial
REPORT COMPLAINT 202114098 Notting Hill Genesis 27 October 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 […]
Notting Hill Genesis (202200330)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of the resident’s reports of issues with her bedroom windows. Complaint handling.
Notting Hill Genesis (202122700)
Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Handling of works to the resident’s bathroom . Complaint handling.
Notting Hill Genesis (202113786)
No Maladministration
Complaint: Managing Relations
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 …
Notting Hill Genesis (NHG) (202108980)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s: Response to the resident’s reports of leaks into the property. Complaint handling.
Notting Hill Genesis (202117181)
Partial Maladministration
Complaint: Managing Relations
The complaint is about the landlord’s handling of: The resident’s reports of issues with the heating and hot water. The associated complaint handling.
Notting Hill Genesis (202121009)
Reasonable Redress
Complaint: Managing Relations
The complaint is about the landlord’s response to the resident’s dissatisfaction with being issued a Notice of Seeking Possession (NOSP) after an electrical safety check.
Notting Hill Genesis (202105526)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the landlord’s handling of the resident’s: reports of a pest infestation and the associated repairs reports of dampness in the property the related complaint
Notting Hill Genesis (202005440)
No Maladministration
Complaint: ASB/Abuse/Nuisance
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’).
Notting Hill Genesis (202118481)
Reasonable Redress
Complaint: Estate Management
The complaint is about the landlord’s: response to the resident’s report of a communal door being unsecure; complaints handling.
Notting Hill Genesis (202112545)
Reasonable Redress
Complaint: Moving/Buying/Selling Home
This complaint is about the landlord’s handling of the sale of the resident’s property.
Notting Hill Genesis (202012006)
Reasonable Redress
Complaint: Managing Relations
This complaint is about the level of redress the landlord offered in response to the resident’s various concerns about its services, management and complaint handling from December 2019.
Notting Hill Genesis (202102134)
No Maladministration
Complaint: ASB/Abuse/Nuisance
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
Notting Hill Genesis (202011089)
Maladministration
Complaint: Managing Relations
The complaint is about the managing agent’s handling of the resident’s concerns, following alterations undertaken at his neighbour’s property, and the landlord’s response on bringing this matter to its attention.
Notting Hill Genesis (202123670)
Reasonable Redress
Complaint: Old Property Condition migrated-2025
The complaint is about the landlord’s handling of garden fence repairs.
Notting Hill Genesis (202119278)
Partial Maladministration
Complaint: Financial
The complaint is about: The landlord’s response to a roof leak at the resident’s property, including its handling of the repairs and request for compensation. The landlord’s response to the resident’s request for reimbursement for a private plumbing bill from …
Notting Hill Genesis (202118975)
No Maladministration
Complaint: ASB/Abuse/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 […]