We’re committed to working better together with you and your community. We are on a mission to improve the services and homes we provide, as well as the estates and places where our residents live.
We measure how we're performing against our service standards regularly and through a number of ways.
We are regulated by the Regulator for Social Housing. They measure us against the recently introduced the consumer standards for social housing as well as monitoring us for performance against complaints.
As well as external measures we report annually our financial performance; environmental, social and governance performance; and our delivery of social and community impact for our customers, in our annual reports.
We continuously monitor performance data internally throughout the year to make sure we keep to our plans and are meeting our customer needs.
Tenant satisfaction measures
The tenant satisfaction measures (TSMs) have been introduced by the Regulator of Social Housing in England to measure how well landlords are doing to provide good quality homes and services.
The measures focus on five key themes:
Our performance measures
We report performance data across all tenures and include our most recent available information, updated quarterly. The measures provide valuable insight into our performance and reinforce our commitment to transparency and service improvement.
Customer report 2023/24
Our customer report – Working Better Together For Our Residents – focuses on issues that directly impact the 130,000 of you who live in one of our homes and use our services.
It covers progress and achievements in the 2023/24 financial year and includes information about how we’re performing against new consumer standards and other internal metrics.
Regulatory compliance
In November last year the Regulator of Social Housing published the outcome of a routine regulatory inspection in which they judged us to be non-compliant against their governance and consumer standards. We remained compliant with their viability standard.
In April this year we agreed a plan to ensure we regain compliance. The plan includes 11 workstreams, each with clear outcomes that, once delivered, will enable us to regain compliance with the regulator’s governance and consumer standards.
Complaints performance
We annually report on complaints performance, key themes, learnings and service improvements as well as details of any mentions in Housing Ombudsman Service publications.
Our reporting includes:
- Annual report on complaints performance and service improvement
- Annual self-assessment on complaints performance
- The Housing Ombudsman's landlord performance report
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.