Formal casework decisions from the Housing Ombudsman Service on complaints against social landlords in England. Decisions include maladministration findings, reasonable redress, and cases outside jurisdiction.
Decision Case ID 202508933 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 17 December 2025 Background The resident lives in a 3-bedroom, mid-terraced house with her […]
Decision Case ID 202513912 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 December 2025 Background The resident lived in a 2-bedroom flat with her partner and […]
Decision Case ID 202430718 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 19 November 2025 Background The resident lives in a 3-bedroom flat with his partner […]
Decision Case ID 202429317 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 29 October 2025 Background The resident is an assured tenant of the landlord. The property […]
Decision Case ID 202403344 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 October 2025 Background The resident has been a tenant of the landlord for over […]
The complaint is about the landlord’s handling of: the resident’s reports of repairs and associated damp and mould. the resident’s complaint. We have also assessed the landlord’s record keeping.
The landlord’s handling of the residents’ concerns about the impact of the major building works. We have also considered the associated complaint.
The complaint is about the landlord's handling of the resident's reports of: A water leak in the kitchen. Broken gates.
The complaint is about the landlord’s handling of the resident’s reports of: Leaks, damp and mould. Water ingress into the electric fuse box.
The complaint is about the landlord’s handling of: the condition of the resident’s property on let and the handling of the linked repairs the resident’s report of a dog attack
The complaint is about the landlord's handling of the resident’s reports of pests.
The complaint is about the landlord’s response to the resident’s concerns about its handling of a repair. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: The resident’s concerns about subsidence and repairs. The resident’s complaints.
The complaint is about the landlord’s handling of the resident’s: Reports of a mice infestation in the property. Associated complaint.
The complaint is about the landlord’s: Handling of the resident’s reports of noise from the flat above. Complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour.
The complaint is about the landlord’s response to: The resident’s reports of no heating and hot water. The resident’s reports of damp and mould.
The complaint is about the landlord’s handling of the resident’s: Reports of noise nuisance by her neighbours. Associated complaint.
The complaint is about the landlord’s handling of concerns about an internal fire door.
The complaint is about the level of compensation offered by the landlord following completion of roof repairs on the resident’s property.
The complaint is about: The resident's reports of faulty windows resulting in damp and mould. The resident's reports of faulty bathroom and kitchen fans. The resident's reports of poor complaint handling.
The complaint is about the landlord’s handling of the resident’s concerns about: Damp and mould in his bedroom. Staff conduct. Service charges.
The complaint is about the landlord’s handling of the resident’s reports damp, mould, and the associated repairs.
The complaint is about the landlord’s handling of the resident’s reports of antisocial behaviour (ASB) concerning her neighbour below.
The complaint is about the landlord’s handling of: the resident’s request to repair an electric point for a new cooker. the associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of: Repairs. A concern about a tree. We have also considered the landlord’s complaint handling.
The complaint is about: the landlord’s response to the resident’s reports of repairs to the windows and doors. the landlord’s complaint handling.
The complaint is about the landlord’s: Handling of repairs to the communal door. Response to the resident’s request for priority A rehousing banding. Handling of an internal inspection of the property. Complaint handling.
The complaint is about the landlord’s handling of the resident’s rent account at the end of the tenancy.
The complaint is about the landlord’s handling of: Reports of repairs to the communal roof and its decision to re-charge the resident. The complaint.
The complaint is about the landlord’s handling of the resident’s reports of damp and mould in the property. The Ombudsman has also considered the landlord’s handling of the resident’s associated complaint.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about: The landlord’s handling of the resident’s request for a dedicated car parking space. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to the communal front door of the resident’s building.
The complaint is about the landlord’s: Handling of the resident’s concerns about communal cleaning. Handling of the initial one-off cleaning cost. Complaints handling.
The complaint is about the landlord’s handling of repairs to the bathroom.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (ASB). The Service has also considered the landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s reports of: Leaks in the carpark. Leaks on the balcony. The Ombudsman has also considered the landlord’s: Complaint handling. Record keeping.
The complaint is about the landlord’s handling of the resident’s: Report that an electrical cable was incorrectly supplying electricity from her property to a separate garage below. Associated formal complaint.
The complaint is about the landlord’s handling of: The resident’s reports of anti-social behaviour (ASB). The associated complaint.
The complaint is about the landlord’s response to requests to be decanted while asbestos work was carried out. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s reports that repairs were needed to his roof and that there was damp and mould throughout his property. Complaint handling. The Ombudsman has also considered the landlord’s record keeping.
The complaint is about the landlord’s handling of the resident’s reports of: Pests in the loft. Damp and mould. The condition of the kitchen. The condition of the windows and external doors.
The complaint is about the landlord’s handling of: Damp and mould in the resident’s property. The temporary alternative accommodation.
The complaint is about the landlord’s handling of the resident’s concerns of a draught coming through his windows. The Ombudsman has also considered the landlord’s complaint handling.
| Decision year | Maladministration | No maladministration | Other |
|---|---|---|---|
| 2019 | 1 | 0 | 0 |
| 2020 | 60 | 42 | 35 |
| 2021 | 875 | 557 | 544 |
| 2022 | 1,092 | 468 | 400 |
| 2023 | 2,222 | 384 | 269 |
| 2024 | 3,021 | 247 | 272 |
| 2025 | 4,469 | 512 | 708 |
| 2026 | 1,513 | 197 | 215 |