We introduced a new way of working on Monday 1 July to improve the service you receive from us. For some of you, the changes will mean you’ll have a new local officer with different contact details. If we have an up-to-date email address for you, you should have received an email with details.

If you are having trouble getting through to your local officer, please call our main switchboard on 020 3815 0000 to be connected to our customer service centre, where colleagues will be happy to help you.

My Account is not affected by the changes and remains the best way to complete a range of tasks, including paying your rent, reporting a repair, or finding contact information for your local officer.

Get in touch

We're committed to making sure every resident has a named local officer. The best way to get in contact with them is through My Account (register now if you haven't already). Our customer portal is available 24/7, 365 days a year and you can:

  • Raise a non-emergency repair or check the status of an existing repair
  • Contact your local officer directly
  • Manage your rent or service charge account
  • Make a payment
  • Check your balances and account information
  • Send a compliment or make a complaint
  • And much, much more!

To speak with our customer service centre immediately, please use our live chat feature below (bottom right) during office hours. Please enable the live chat cookie category in order to use this feature.

The easiest way to report a repair is to do it online on My Account.

If your repair is an emergency, please contact us on 020 3815 0000 and select option 1.

Emergency repairs are situations where there is a danger to life and limb, major damage to the property, flooding or major electrical faults.

Need to talk on the phone? In most circumstances the best person to speak to is your local officer, you can find their phone number in My Account.

You can call our customer service centre at 020 3815 0000. Standard call rates apply.

For emergencies after 5pm, or at weekends and holidays, please call 020 3815 0000.

Want to send us an email? We respond to all enquires made by email but please note it is usually faster and more reliable to make contact with your local officer using My Account otherwise our email address is info@nhg.org.uk

If you are unhappy with our service and you would like to make a complaint, you can do so in the following ways:

  • You should make your complaint online via My Account
  • You or someone acting on your behalf can contact your housing officer or property management officer (PMO)

Please remember that the more information you are able to give us, the easier it will be to investigate your complaint. 

If your complaint is about a single issue and can be fully resolved to your satisfaction in five working days, we may agree with you that we log this as a quick fix and don’t send a formal response.

If you're looking to contact us for recruitment, media or other non-customer related issues, please visit our group website for more information.

The resident forum is recruiting

Our new resident forum is looking for new members and you are now invited to apply to be part of this group.

We would encourage all residents to apply, whether you are involved with us already or not, and you will receive free training and support.

Find out more and apply.

Get involved

There are many ways you can get involved and have your voice heard, including activities such as open meetings, panels, residents’ associations, consultations and focus groups.

Get involved

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Your community podcast

Since 2020 we have partnered with Digital:Works to produce Every Kinda People, a podcast series that documents and celebrates the amazing stories of extraordinary people living in Notting Hill Genesis homes.

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