Your freeholder (usually NHG) is responsible for making sure that your building, and the estate your building sits on, is properly insured. This will include the communal areas, such as hallways, gardens, car parks, etc. It will also include the structure of your building, as well as the fixtures and fittings inside your home (such as kitchen cupboards or your bathroom fixtures). This service is covered through the service charge you pay, as set out in your lease.

Although we will attempt as close an estimate as possible for this annual cost, it can vary due to inflation or following any claims that are made. The estimates will also be set some time before we are aware of the final cost.

Flood guidance 

Contents insurance

Contents insurance is essential in ensuring that your belongings are protected, but make sure the insurance you purchase covers flood damage. The replacement or repair of your personal possessions (including carpets) would not be covered by building insurance so it’s important you arrange the necessary contents insurance cover.

Building insurance (only applicable for leaseholders)

As above Notting Hill Genesis or your landlord will usually insure your building, the structure of your building and communal areas, such as hallways, gardens, car parks, etc. against damage and flood. The policy will also generally cover fixtures and fittings but what is covered will differ from scheme to scheme depending on the circumstances and legal relationships.

How to make a claim

To find out more about what your insurance covers, please log an enquiry via My Account through the ‘My enquires’ section of your dashboard. Your Property Management Officer (PMO) will provide you with a copy of your insurance policy. If you wish to raise a claim, please also log this via My Account, and our Insurance Team will respond to you with the next steps.

Alternatively, if it’s an emergency, you can log a claim with the insurance company directly by calling 01245 341 241. Otherwise, please use My Account so we can keep a record.

Alternative accommodation

If you believe your home is uninhabitable, you can contact the building insurance provider on the number above. They can advise what costs are covered if you need to arrange alternative accommodation. Please note, once the insurer has assessed your claim, they may ask a loss adjuster to visit and assess the damage.
Your local authority might have temporary accommodation available until you are able to make more permanent arrangements. Please be aware that NHG are unable to place you in alternative accommodation.

Out-of-hours contact

If you need to contact us and it’s outside of our working hours of 9am to 5pm, please contact our Customer Service Centre on 033 3000 3000.

Other contacts

The Environment Agency has a Floodline service with trained specialist support officers who provide 24/7 advice during and after floods, you can reach them by calling 0345 988 1188. The National Flood Forum also has a wealth of practical information on how to recover from flooding – they provide guidance on topics including reinstating your property and supporting children after a flood.