Meeting the standards

As a social housing provider, we are regulated by the Regulator of Social Housing which sets the standards that all social housing providers should meet.

The economic standards cover rent, value for money, governance and financial viability. We produce an annual financial report which sets out all of our income and expenditure as well as our value for money  strategy. You can download the latest version from our website.

The consumer standards cover tenant involvement and empowerment, neighbourhood and community, tenancy and home.

To ensure that we are meeting the standards we collect performance information throughout the year and discuss this with our board, committees and residents. Since the merger our performance has held steady and we are currently reviewing all of our indicators, measures and ways of working so that we can regularly report on our performance as a single entity.

Residents are involved in scrutinising our services in a number of ways and a few examples showing how we comply with the consumer standards are set out here.


I am asked to review complaints when a resident remains unhappy with the response that they have received. I am a resident myself so can see things from their perspective but I always try to look at things from both points of view. I am sent a review pack and a template to complete once I have read through it. I will suggest ways in which the complaint could have been handled better, anything that might help resolve it, or any other learning from it.

Julie, Independent complaints reviewer


I have found that I have learned a lot from becoming involved in the various panels and groups. They provide a way to share problems, and explore solutions, which is beneficial both for residents and staff. Recently, I was one of a group of residents from across London who went to meet the new Housing Minister. I think that he was surprised by the high level of knowledge of current housing issues and legislation by attendees.

Colin, Customer Scrutiny panel member


As a volunteer, I help to assess the quality of contractors’ work from cleaning to gardening. I provide monthly feedback to the estates team and work closely with them to ensure the work is up to standard. I occasionally attend inspections with my housing officer, estate manager and contractors and pass on feedback from my neighbours to help make improvements. I enjoy this important responsibility and acting as a voice on behalf of our residents.

Hafsa, Resident monitor


As a resident repairs representative I can carry out deeper scrutiny of day-to-day, cyclical, heating and gas safety repairs performance within our local area and feed this back to our local scrutiny panel. By working together with repair contractors and NHG staff we aim to provide advice and solutions to local problems when they occur and help improve resident satisfaction with repairs carried out in their homes.

Stephen, Resident repairs representative

Each year we produce an annual standards report for residents. This sets out how we have performed against the standards over the year. In 2019 we will produce our first report as Notting Hill Genesis.

If you want to be involved in helping us write the report next year, please contact the involvement team on, by phone on 020 3815 0010 or by writing to Involvement team; Bruce Kenrick House; 2 Killick Street; London; N1 9FL.

For more information about the regulatory framework and standards please contact our regulator, the Regulator of Social Housing:


Telephone: 0300 124 5225

Write: Regulator of Social


Fry Building

2 Marsham Street

London SW1P 4DF