Complaints, Compliments and Compensation

Last updated - 17 January 2020

We welcome feedback on our services, whether positive or negative.
We will actively listen to you to resolve the complaint. Effective handling of complaints increases customer confidence and satisfaction and provide valuable insights into what we do well and where we need to improve.

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.


Anyone can make a comment to highlight an area of strength or weakness. Comments are used to continuously improve our service.


You can make a compliment if you have a relationship with Genesis. Compliments are passed on to the relevant staff manager and their line manager and are used to identify areas of good practice.


If you receive a service from us, you can make a complaint. Complaints can be made on our website or by email, letter, phone or in person. The email address is

You must make your complaint within six months of the matter occurring, unless it has only recently become known or concerns an on-going delay. We will try to deal with the issue right away. If we're unable to resolve the matter, a formal complaint will be logged and investigated by the relevant member of staff.

We expect to resolve most complaints within ten working days, but sometimes we will have to agree a longer timescale. We respond to all formal complaints in writing within 20 working days. Our response outlines any future action to be taken if resolution within that timescale has not been possible.

Requesting a review

If, after we have investigated your complaint, you are not satisfied with our response you can ask for it to be reviewed within 25 working days from either the date of our response or from the date we were due to complete the agreed actions.

We will provide a written response within 20 working days from when we received your request.


Where we have failed to fulfil a service obligation, we consider making an offer of compensation. However, these are only considered where no practical action can be identified to remedy the situation.

We consider financial compensation where:

  • We have failed to follow our published policies
  • There have been unreasonable delays against our service standards

Read our Compensation policy for more information and a summary of payments that we consider making.

How to make a compliment or comment

You can make a compliment or comment in person. You can also do so via our website, via social media, at a visit to our offices, over the phone to 033 3000 3000, by letter, or via email to or