Complaints FAQs

Last updated - 17 January 2020

We're committed to providing a first rate service here you'll find all the frequently asked questions when it comes to our complaints policy.

Please note this complaints information is only relevant for former Genesis residents and leaseholders. If you've been moved to our new operational model (where you have a named housing officer/PMO), or you are a former Notting Hill Housing resident, we have a slightly different complaints procedure. As soon as all our residents and leaseholders are on our new operating model (very soon!), that will be our only complaints procedure.

If you're not sure which complaints procedure is for you, head to our group website and put your postcode in at the bottom of your screen and you'll be directed towards the correct site.

How can I make a complaint?

Anyone can make a complaint to us. You can tell us about your complaint via our website, in person, over the telephone on 033 3000 3000, by letter, by email to complaints@nhg.org.uk, via social media or at a visit to our offices.

If you have additional support needs, we will make the necessary arrangements, such as a translation service, to assist you in making a complaint, on your request.

My complaint is taking too long to resolve

We aim to resolve your complaint issue as quickly as possible.

However, at times due to reasons beyond our control, this may take longer than expected to resolve. For example, due to waiting for parts to be delivered from abroad.

Where this is the case we will let you know the expected timeframe of resolution and keep you regularly updated.

I want to take my complaint straight to the housing ombudsman.

In order to make a complaint to the housing ombudsman service, you will first need to submit a complaint to us so we can investigate and try to resolve your issue.

If you are a tenant, leaseholder or a housing applicant and you still believe our response is incorrect or incomplete, you can request a referral to the Housing Ombudsman by a designated person. 

This designated person could be any MP in England, a councillor for the local authority for the property. Alternatively, if you wait eight weeks, you can contact the Housing Ombudsman directly at www.housing-ombudsman.org.uk/home.

I want to complain about a repair issue

If you have not already reported the repair to us, you will need to do so first. You can do this by submitting a report to us.

 

If you are unhappy with the way the repair was carried out then you should contact us and we will try to resolve your issue, alternatively if you wish to submit a complaint you can do so.

I am not happy with my service charges and want to complain

If you disagree with the rate setting of your service charges then our service charge team will provide you with an explanation of how your service charges have been calculated. You can do this by emailing them at servicechargeenquiries@nhg.org.uk

 

If you believe you are not receiving the correct services as set out in your charges, then you can make an enquiry to the service charge team inbox who will look into the issue for you or if you wish to complain you can do so here link to complaint form.

I want to make a complaint about my neighbour due to noise nuisance

If you would like to report an issue about Anti-Social Behaviour (ASB) the matter will need to be investigated by the ASB team and not the complaints team. You can do so by emailing ASB@nhg.org.uk.

Once the matter has been investigated, if you are unhappy with the way it was investigated or a staff member then you may wish to submit a complaint.

I think I have a potential insurance claim against Genesis

We encourage you to take out your own home contents insurance policy to cover for damage to your personal effects, such as but not limited to, furniture and furnishings.  In the event you believe Genesis is at fault, a liability claim can be made where negligence will need to be proven. Any agreed settlement by our insurers will include a deduction for fair wear and tear.

Where you believe that you have suffered an injury for ill health as a result of action or omission by Genesis a claim for damages can be made against Genesis’ public liability policy.

If you would like to learn more then check out the Insurance team's information on this.

If you want to get in contact then send an email to insurance@nhg.org.uk.

Is there anyone I can complaint to externally?

External appeals against final complaint review

If you have exhausted our complaints process and you are still unhappy with our response, you can ask an external organisation to look into this matter:

 

The Ombudsmen

We will co-operate fully with the Ombudsman Service during any investigation and comply fully with the resulting decision, which will be binding on us.

 

Any actions recommended by the designated person will be passed to the relevant service for consideration:

  1. Housing Ombudsman
    If you are a tenant, leaseholder or a housing applicant and your complaint has reached the final stage of our complaints process and you still believe our response is incorrect or incomplete, you can request a referral to the Housing Ombudsman by a designated person.  This designated person could be any MP in England, a councillor for the local authority for the property.
     
    Alternatively, if you wait eight weeks, you can contact the Housing Ombudsman directly at
     
    Exchange Tower
    Harbour Exchange Square
    London
    E14 9GE
    Telephone: 0300 111 3000
    Email: info@housing-ombudsman.org.uk
     
  2. Local Government Ombudsman
     
    If you are unhappy with our response and your care is funded or arranged by a local authority, then you can make a complaint to your local authority. If you are then unhappy with the outcome of the local authority’s actions you can contact the Local Government Ombudsman.
     
    If you pay for your care yourself and are unhappy with our response to your complaint then you can contact the Local Government Ombudsman.
     
  3. Financial Ombudsman
     
    If you have either a ‘First Buy Shared Equity’ Loan or a ‘Shared Equity’ loan with us can also contact the Financial Ombudsman. You can find more information about the Financial Ombudsman.
     

Local authorities

Where we are providing services on behalf of a local authority customers can also complain to their local authority, this will apply to:

  • Customers in temporary housing
  • Customers in receipt of services such as floating support or domiciliary care
     

The Charity Commission

If you are receiving services from our charitable foundation, Genesis Community, you can refer your complaint to the Charity Commission.

 

Care Quality Commission (CQC)

The CQC regulate health and care services.  The CQC cannot investigate or resolve complaints about these services on your behalf, if you are using one of our registered care services and want to make a complaint you should follow this policy. The CQC does however welcome information about services that are delivered and complaints that are made about these and if provided to them will use this to inform its future inspection programme.  Find out more information about the CQC.

 

Financial Conduct Authority

We hold a Consumer Credit Licence for two types of equity mortgages. We are regulated by the Financial Conduct Authority (FCA). The FCA cannot investigate or resolve complaints. If you have either a ‘First Buy Shared Equity’ loan or a ‘Shared Equity’ loan, you should follow our complaints policy.

First Tier Tribunal

If your complaint relates to service charges, you can refer the issue to the First Tier Tribunal at any stage. You can find more information about the First Tier Tribunal.