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:

Keeping properties in good repair
Maintaining building safety
Respectful and helpful engagement
Effective handling of complaints
Reponsible neighbourhood management

Find out more

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

Find out more

Our performance

The performance measures presented below represent performance data across all tenures and include our most recent available information, updated quarterly. 

These measures provide valuable insight into our performance and reinforce our commitment to transparency and service improvement.

% satisfied with a service received: The percentage of residents who are satisfied with a transactional service received 68.1%
Repairs satisfaction: The percentage of residents satisfied with their last repair. 71%
Number of complaints per 1,000 homes: The number of stage one complaints received per 1,000 homes in management in the last month. 4.1

Performance information enquiries

If you have any questions about our performance data, please get in touch. Please note, this is not a feedback form to raise personal housing matters or complaints. Please contact your local officer if you have a query about where you live. We will publicise our responses to relevant questions and queries on the this website.

i This helps us identify any trends in questions about our performance
i How can we help? Let us know if you're asking on behalf yourself, someone else you are supporting, or on behalf of a group like a resident association. Please provide as much detail as possible so we can respond promptly and with accuracy.
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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.

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