Get involved in our complaints review process

At Notting Hill Genesis we aim to give an excellent service to our residents. We consider every complaint a chance to make our service better and welcome the opportunity to hear where you feel we have got things wrong. 

Here’s an opportunity for you to get involved… 

We are looking for residents to volunteer as reviewers of our stage two complaints. When a resident who has complained remains dissatisfied with our response at stage one of the process, they can ask for the complaint to be escalated and reviewed. Then, the case will be looked at by an independent manager. The complainant can also ask for a resident to review their complaint and our response. 

Complaint reviews can be completed from your own home with the majority of communication being by email. We will provide you with full training and once you have completed this we will add you to our database of resident complaint reviewers. When invited to take part in a complaints review, you will be sent a complaints pack setting out the background and chronology so that you can review and give your comments.

As a small thank you for your time, the complaints team will also send you £10 gift voucher for each complaint reviewed. If you are interested, please get in touch with us.