Notting Hill Genesis (202538183)

Decision
Case ID	202538183
Decision type	Investigation
Landlord	Notting Hill Genesis
Landlord type	Housing Association
Occupancy	Assured Tenancy
Date	15 May 2026

Background

The resident raised window repairs in January 2022. In May 2025, the landlord awarded the resident £7,284.03 in compensation for its delays in completing her window repairs. In July 2025, she complained to the landlord about the ongoing delay in completing her window repairs.

What the complaint is about

The complaint is about the landlord’s response to the resident’s
1. Reports of window repairs.
2. Complaint.

Our decision (determination)

We have found:
1. Service failure in the landlord’s handling of the resident’s reports of window repairs.
2. Reasonable redress in the landlord’s complaint handling.

We have made orders for the landlord to put things right.

Summary of reasons

The landlord’s response to window repairs

The landlord acknowledged its delay in completing window repairs and responding to the resident’s request for further compensation. It awarded her compensation for these failings. However, it did not explain how it had calculated the compensation it offered.

Complaint handling

The landlord did not comply with its complaint policy. It acknowledged this and offered compensation which was sufficient to put right the impact on the resident.

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise in writing to the resident for the failures identified in this report. The landlord must ensure: the apology is provided by a manager the apology is specific to the failures identified in this decision, meaningful and empathetic it has due regard to our apologies guidance	No later than 12 June 2026
2	Compensation order The landlord must pay the resident the £50 offered at stage 2 of its complaints process for stress and inconvenience caused, if it has not already done so. The landlord must pay the resident directly and provide documentary evidence of payment by the due date.	No later than 12 June 2026
3	Post inspection order The resident said her property still has damp and mould. The landlord must contact her to arrange a post inspection of the window repairs and see if it has successfully addressed the damp and mould. It must take all reasonable steps to ensure it is completed by the due date and by someone suitably qualified to complete an inspection of the type needed. If the landlord cannot gain access to complete the inspection, it must provide us with documentary evidence of its attempts to inspect the property no later than the due date. What the inspection must achieve The landlord must ensure the surveyor inspects the damp and mould at the property and produces a written report with photographs. The survey report must set out:  the most likely cause of the damp and mould and if this remains an issue  whether the landlord is responsible to repair or resolve the issue together with reasons where it is not responsible  a full scope of works to achieve a lasting and effective resolution to the issue (if the landlord is responsible)  the timescales to commence and complete the work	No later than 12 June 2026

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations
If it has not already done so, the landlord should pay the resident the £50 for complaint handling offered in its final response. Our finding of reasonable redress for the failures in its complaint handling is made based on this compensation being paid.

Our investigation

The complaint procedure

Date	What happened
24 July 2025	The resident complained to the landlord about its response to her window repairs. She said the delays had caused damp and mould in her property. She requested compensation for loss of use of rooms and for the delays, distress and inconvenience caused.
9 September 2025	The landlord issued its stage 1 response. It said it offered the resident £7,284.03 as part of her compensation claim for inconvenience caused to her between April 2022 and May 2025. It said it understood the resident had lost use of her bedroom and front lounge due to the condition of the windows and patio doors. It upheld her complaint and said it compensated her up until June 2025. It said her windows were replaced in September 2025 and it would review further compensation for her and respond by 23 September 2025.
26 September 2025	The resident escalated her complaint. She said the landlord had not been in touch with her regarding further compensation.
17 December 2025	The landlord issued its stage 2 response. It said it had reviewed the £7,284.03 awarded previously and no further compensation was due. It said on its visits the resident had been using the rooms, so it was unable to compensate for room loss. The landlord said the delays to the window repairs were due to materials being shipped from overseas. It said a damp and mould report was not accurate and it would reassess the property. It apologised for its delayed response and offered £100 compensation broken down as: £50 for the distress and inconvenience £50 for its delayed complaint response at stage 2
Referral to the Ombudsman	The resident said the landlord completed the window repairs in September 2025 but there was damp and mould in the property. She has requested further compensation for the period following the award of £7,284.03 and the completion of the window repair.

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	The landlord’s response to the resident’s reports to window repairs
Finding	Service failure

The resident raised window repairs for her property in January 2022. She later requested compensation for the delay in repairing her windows. On 12 May 2025, the landlord awarded her £7,284.03 for the 3-year delay in completing the repairs. The landlord’s compensation policy says it can pay up to £250 for a serious failing and high impact on a resident, which resulted in distress and inconvenience. It says it can award compensation for room loss for 20% of the daily rent for a living room and 25% of the daily rent for a bedroom.
On 24 July 2025, the resident complained to the landlord. She said she was unhappy with its response to her window repairs which she said had caused damp and mould in her property. She asked for further compensation for loss of rooms, distress and inconvenience.
The landlord upheld the resident’s complaint due to its delay in repairing her windows. It said it would contact her to confirm if it would award additional compensation for the period of June to September 2025. It did not respond to the resident’s concerns about damp and mould in her property arising from the condition of the windows.
On 26 September 2025, the resident escalated her complaint and said the landlord had not contacted her as promised to confirm if it would award her any further compensation.
On 17 December 2025, the landlord replied at stage 2. It said during visits it saw the rooms in the property in use, so it would not award for loss of use of rooms. It said no further compensation was due for the window repairs, however, it offered £50 for the stress and inconvenience caused for not replying to request for further compensation.
When a landlord has acknowledged failings, it is our role to consider whether the redress offered put things right for the resident. To do this we look at our dispute resolution principles; be fair, put things right and learn from outcomes.
In summary, the landlord awarded the resident compensation for the 3-year delay in completing the window repairs. The amount aligned with our compensation guidance for a finding of severe maladministration. It offered £50 at stage 2 for not responding to her request for further compensation. These were reasonable actions by the landlord.
However, it did not explain how it calculated the £7,284.03 award in either stage 1 or 2 responses. It accepted at stage 1 the resident lost use of 2 rooms; however, it said at stage 2 this had not occurred. It did not explain its change in position. These were failings by the landlord.
We found service failure in the landlord’s response to the resident’s reports of window repairs. This aligns with our compensation guidance where the landlord made some attempts to put things right but did not go far enough. This recognises the landlord’s compensation payment for the window repair delays. But it reflects its failure to provide a break down for the compensation awarded and the likely distress and inconvenience caused to the resident.
We have ordered the landlord to do a post inspection on the window repairs as the resident has told us she still has damp and mould in her property.

Complaint	The landlord’s complaint handling
Finding	Reasonable redress

The landlord’s complaint policy at the time of the complaint complies with the definition of a complaint in the Code (April 2024). The timescales in the landlord’s complaint procedure complied with the Code.
On 24 July 2025, the resident complained to the landlord but there is no evidence it acknowledged her complaint. It’s stage 1 reply was delayed by around 22 working days, but it did not acknowledge the delay in its response.
The resident escalated her complaint, and the landlord acknowledged it around 4 working days later. It asked for an extension and said it would issue its stage 2 response by 28 November 2025. However, its stage 2 response was issued around 13 working days later. The landlord apologised for the delay and offered £50 compensation.
In summary, the landlord did not comply with its complaint policy. However, it recognised the delay at stage 2 and offered compensation to try and put things right. The offer was in line with its compensation policy and our compensation guidance for a failure that has caused distress and inconvenience. As such, we find reasonable redress in the landlord’s complaint handling.

Learning

The landlord should provide its complaint responses within its policy time. If it is unable to do this, it should provide a reasonable explanation prior to the deadline to ensure the resident is informed. It should ensure it addresses all issues raised in a complaint.

Knowledge information management (record keeping)

The landlord failed to contact the resident with its decision on further compensation following its stage 1 response. It should improve its record keeping, particularly by tracking outstanding actions and confirming it has provided responses to residents. Our spotlight reports on repairs and knowledge, and information management may help.

Communication

The landlord’s complaint responses were detailed and empathetic. However, it did not provide a breakdown of the compensation calculation. Effective communication ensures landlords manage expectations, even when delays occur, and how they can mitigate the impact of these. The landlord may wish to review our spotlight report on repairing trust.