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 202403379 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 29 May 2026 Background The resident told the landlord she was having significant mental […]
Decision Case ID 202345006 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing association Occupancy Assured tenancy Date 17 April 2026 Background The resident lives in a block of flats, which […]
Decision Case ID 202414626 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 16 April 2026 Background The property is a flat within a building with […]
Decision Case ID 202405588 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 18 February 2026 Background The resident complained that storage heaters and lights were left […]
Decision Case ID 202401179 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Introductory Tenancy Date 11 February 2026 Background The resident lived in a 1‑bedroom flat with her 2 children, […]
Decision Case ID 202425123 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leaseholder Date 30 January 2026 Background The resident lives at a block located near another block managed […]
Decision Case ID 202342170 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured tenancy Date 28 January 2026 Background The resident brought a previous complaint about her landlord to […]
Decision Case ID 202335309 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Shared Ownership Date 28 November 2025 Background The resident lives in a new build semi-detached 3-bedroom house and […]
Decision Case ID 202405990 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident has since moved from the property. She complained […]
Decision Case ID 202338247 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background Throughout their tenancy, the resident paid their rent by monthly direct […]
Decision Case ID 202334735 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Secure Tenancy Date 29 October 2025 Background On 22 March 2023 the landlord carried out an electrical installation […]
The resident’s complaint is about the landlord’s handling of a fence repair. We have also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord’s handling of a dispute between the resident and her neighbours regarding a communal garden.
The complaint is about the landlord’s handling of the resident’s request for replacement flooring.
The complaint is about the landlord’s handling of the resident’s: Reports of damp and mould. Request for a management transfer. Associated complaint.
The complaint is about: The increase in the resident’s rent and service charges. The landlord’s response to the resident’s request for information regarding the service charges. The landlord’s handling of the associated complaints.
The complaint is about the landlord’s response to the resident’s reports of antisocial behaviour (‘ASB’) and noise from her neighbours.
The complaint is regarding the landlord’s handling of the resident's request for remedial works to the garden.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB). The landlord’s associated complaint handling.
The complaint is about:
The resident has complained about the following: The landlord’s management of asbestos in the property A. The landlord’s decision not to allow the resident to remain in the decant accommodation.
The complaint is about the landlord: Failing to advise the resident that he was signing a tenancy agreement. Failing to inform the resident of anti-social behaviour at the property.
The complaint is about the landlord’s handling of rent arrears accrued at a previous address.
The resident has complained about the landlord’s management of the gardening contract and its decision not to refund her service charge.
The complaint is about the landlord’s handling of reports received about the resident’s behaviour towards concierge staff.
The complaint is about the landlord’s response to the resident’s reports about her blocked kitchen sink.
The complaint is about the landlord’s response to the resident’s reports of pests in the property.
The complaint is about the landlord’s handling of the resident’s property move.
The complaint is about the landlord’s handling of the resident’s reports of noise nuisance.
The complaint is about the landlord’s handling of repairs to the resident’s boiler.
The complaint is about – The landlord’s handling of repairs to a leak in the resident’s roof The landlords’ response to damage to the resident’s carpet and sofa.
The complaint is about the landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint is about the landlord’s response to the resident’s report of a leak at the property.
The complaint is about: The landlord’s handling of the resident’s reports of anti-social behaviour (ASB).
The complaint refers to: The landlord’s handling of the resident’s reports of noise nuisance from his neighbour’s property.
The complaint is about: The landlord's response to the resident’s report that a leak from her toilet in 2020 had caused her water bill to increase. The resident’s concerns about her increased water usage between 2016 and 2020, which she says was caused by leaks in her property.
The complaint concerns: The landlord’s response to the resident’s reports of antisocial behaviour (ASB). The length of the notice period required by the landlord before the resident left the property, as well as the rent payable during this period. The landlord’s handling of the associated formal complaint.
The complaint is about the landlord’s decision to restrict the resident’s contact with it in November 2018.
| 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 |