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:
We'll be reporting our tenant satisfaction measure results in the near future.
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
Performance information enquiries
If you have any questions about our performance data, please get in touch.
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.