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Notting Hill Genesis hiring contractors that caused damage and health and safety issues.

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Niloufar Olivia Wijetunge

Dear Housing Ombudsman Service,

My neighbours and I at house 61 Oxford Gardens, W10, pay ground rent to our freeholder Notting Hill Genesis. They are responsible for maintaining the external areas of the house. The rent increases by £240 or so every year for each of us. Over the years, we have experienced numerous inappropriately managed services from them. This has gotten worse over the last couple of years.

To name a few:

1. Scaffolding around the house and ladders left up for much longer than need be and we spotted a robber climbing up them last night.

2. My window smashed due to a big piece of metal flying through it. And then they ‘fixed it’ but the putty work is just not done well.

3. It took me over 5 years to finally get them to work on leakage through the external stairs just outside our front door. When they did, the job was done wrong and there is now severe damping and rotting because of the materials they used. (This is only in 2 months)

4. Leaking pipe from our neighbours above which was dripping waste water was not seen as an emergency and it took me months chasing it to get it fixed. It took 5 visits until someone actually fixed it ok.

These are just 4 examples out of many more that my neighbours can also add to.

The other concern I have is with the ground rent increasing year on year but with no justification about the services I’m being charged for. It includes ‘cleaner’ and a ‘gardener’ fees, but we never see anyone carrying out these services.

I have been quite stressed about these issues for a while now and I hope that you are the right person I’m reaching out to.

I look forward to hearing from you.

Yours faithfully,

Niloufar Wijetunge

IHOmbudsman, Housing Ombudsman Service

3 Attachments

Thank you for contacting the Housing Ombudsman Service.

 

Your email has been received and will be reviewed by a member of our
casework team. If a response is required, we will contact you within 15
working days.

 

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call or to send email correspondence. 

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Housing Ombudsman Service

16 February 2021

Dear Niloufar Wijetunge

Complaint: 202014247 - Notting Hill Genesis

Thank you for your correspondence.

Your enquiry has been assigned reference number 202014247. This reference
number will enable our team to locate the information you have provided us
with. Please quote this when contacting us about your case.

Your correspondence has been passed to a member of the Dispute Resolution
Team who will contact you within 15 working days if necessary.

 

Further correspondence can be forwarded to us using the following methods:
Email: [1][Housing Ombudsman request email]
Address: Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Telephone: 0300 111 3000

Yours sincerely

Nom Garikayi
Receptionist
 

[2]ExternalHOSLogo 
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[3]www.housing-ombudsman.org.uk 

To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[4]www.housing-ombudsman.org.uk/about-us/your-data/

Try our free online dispute resolution training ([5]click here to access) 

New: Find out how individual landlords have performed in our new data
reports. See the [6]new page on our website.

References

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Housing Ombudsman Service

Dear Ms Wijetunge

Complaint: 202014247 - Notting Hill Genesis

 

Thank you for contacting the Service. Please accept our sincere apologies
for the delay in responding to you.

 

In summary, I understand your complaint is about:

* How the landlord has handled your concern regarding the increase in
ground rent and service charges
* How the landlord has handled your reports that you aren’t receiving
the services you are being charged for
* How the landlord has handled outstanding repairs to the property

 

In the first instance, the Ombudsman encourages tenants and landlords to
resolve complaints using the landlord’s internal complaints procedure.
This often provides for the quickest and most amicable way of resolving a
dispute.

From the information you have provided, it is unclear whether you have
submitted a formal complaint to the landlord, or if you have, what stage
the complaint is currently at.

If you have not yet submitted a formal complaint to the landlord please do
so and if you do not receive a written response within 10 working days
please contact us again.

 

Please follow the link below for further details of the landlord’s
complaint process.

 

[1]NHG complaints and compliments policy

 

If you have submitted a complaint to the landlord, but are having
difficulty with the complaints process, please let us know what stage the
complaint is at and how you would like us to help you.

 

Alternatively, if you have exhausted the landlord's complaints process,
have received a final response letter and you remain dissatisfied with its
response, please provide us with a copy of the final response so we can
advise you of the next steps.

 

If you need to contact our Service again, please can you confirm your full
address as we need this in order to contact the landlord on your behalf.

 

To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to 
[2]www.housing-ombudsman.org.uk/about-us/your-data/

 

Yours sincerely

 

Dispute Support Team

[3]ExternalHOSLogo 
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[4]www.housing-ombudsman.org.uk 

To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[5]www.housing-ombudsman.org.uk/about-us/your-data/

Try our free online dispute resolution training ([6]click here to access)

New: We now publish all decisions on cases investigated, as part of our
increasing transparency. [7]See the new section on our website.

References

Visible links
1. https://www.nhg.org.uk/media/19559/compl...
2. http://www.housing-ombudsman.org.uk/abou...
4. http://www.housing-ombudsman.org.uk/
5. http://www.housing-ombudsman.org.uk/abou...
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Housing Ombudsman Service

Dear Niloufar Wijetunge

Complaint: 202014247 - Notting Hill Genesis 

You contacted the Housing Ombudsman for assistance with your complaint
about Notting Hill Genesis.

I would like to ask you to provide some feedback on the service we
provided. Your feedback is valuable to us and will assist with the
continuous improvement of our Service.

Please click on the following link to complete our survey:
[1]https://www.surveymonkey.co.uk/r/Residen...

When answering question 2, please enter your complaint reference number,
which is 202014247.

Thank you for your feedback.

Yours sincerely

Caitlin 
Receptionist

[2]ExternalHOSLogo 
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[3]www.housing-ombudsman.org.uk 

To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[4]www.housing-ombudsman.org.uk/about-us/your-data/

Try our free online dispute resolution training ([5]click here to access)

New: We now publish all decisions on cases investigated, as part of our
increasing transparency. [6]See the new section on our website.

References

Visible links
1. https://www.surveymonkey.co.uk/r/Residen...
3. http://www.housing-ombudsman.org.uk/
4. http://www.housing-ombudsman.org.uk/abou...
5. http://www.housing-ombudsman.org.uk/lear...
6. https://www.housing-ombudsman.org.uk/dec...

Housing Ombudsman Service

Dear Niloufar Wijetunge

Complaint: 202014247 - Notting Hill Genesis 

You contacted the Housing Ombudsman for assistance with your complaint
about Notting Hill Genesis.

I would like to ask you to provide some feedback on the service we
provided. Your feedback is valuable to us and will assist with the
continuous improvement of our Service.

Please click on the following link to complete our survey:
[1]https://www.surveymonkey.co.uk/r/Residen...

When answering question 2, please enter your complaint reference number,
which is 202014247.

Thank you for your feedback.

Yours sincerely

Caitlin 
Receptionist

[2]ExternalHOSLogo 
PO Box 152, Liverpool L33 7WQ
0300 111 3000
[3]www.housing-ombudsman.org.uk 

To find out how we use your personal data together with your rights under
the Data Protection Act 2018 go to
[4]www.housing-ombudsman.org.uk/about-us/your-data/

Try our free online dispute resolution training ([5]click here to access)

New: We now publish all decisions on cases investigated, as part of our
increasing transparency. [6]See the new section on our website.

References

Visible links
1. https://www.surveymonkey.co.uk/r/Residen...
3. http://www.housing-ombudsman.org.uk/
4. http://www.housing-ombudsman.org.uk/abou...
5. http://www.housing-ombudsman.org.uk/lear...
6. https://www.housing-ombudsman.org.uk/dec...

We don't know whether the most recent response to this request contains information or not – if you are Niloufar Olivia Wijetunge please sign in and let everyone know.