The chief executive and chief operating officer of Notting Hill Genesis (NHG) have emailed residents to apologise for governance failures revealed by a regulatory judgement this week.

Patrick Franco and Katie Bond yesterday contacted all residents for which they have email addresses. It will post letters to the rest of the 67,000-home landlord’s tenants early next week.

The emails to residents said: “I apologise that we are still not consistently providing the standard of service that all our residents need and deserve.

“We remain committed to ensuring every one of you lives in a safe, warm and comfortable home, but we know we have more work to do to get there.”