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.
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 5 working days without the need for a formal response we may agree with you to close it as a service request.
If you have a problem with condensation or mould in your home that you cannot manage, you can now call our dedicated telephone line 020 8451 8001 (available Mon-Fri, 9am-5pm). Alternatively, contact your housing officer/property management officer via My Account.
We have been alerted to issues of lenders rejecting EWS1 forms completed by fire safety consultants Tri Fire. This does not impact how we determine the safety of your building.
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're looking to contact us for recruitment, media or other non-customer related issues, please visit our group website for more information.
Website feedback
We want to know if anything on this website isn't working as expected or if you have any requests for additional features. We welcome feedback at any time and will respond to all submissions that provide a return address. Thank you and we look forward to hearing from you.
Get involved
Your voice matters and your input helps us to deliver a better service. There are many ways you can get involved, including activities such as open meetings, panels, residents’ associations, consultations and focus groups.
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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.
Looking for a new challenge?
We are always on the lookout for talented people who are passionate about delivering exceptional customer service.
Love Where You Live Fund
The Love Where You Live Fund is a housing fund set up to improve the social and economic wellbeing of our communities and help tackle the challenges residents face.
Community Culture Fund
The Community Culture Fund is an exciting new initiative that empowers residents to celebrate and embrace diversity, equity, and inclusion within our local communities.
