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 202342944 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 30 April 2026 Background The landlord caused a leak in the resident’s property while […]
Decision Case ID 202408642 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 April 2026 Background The property is a 1-bedroom house. The landlord has it […]
Decision Case ID 202538966 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 9 April 2026 Background In August 2024, the landlord introduced a “waking watch” fire […]
The landlord responded to stage 1 and stage 2 within its policy timeframes.
Decision Case ID 202345578 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Applicant Date 4 March 2026 Background The applicant applied for a property the landlord advertised to […]
Decision Case ID 202515613 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 February 2026 Background The resident lives in an end-terraced house. She complained that […]
Decision Case ID 202400039 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Secure Tenancy Date 16 February 2026 Background The resident lives in a 1-bedroom flat with his partner, […]
Decision Case ID 202526288 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 12 February 2026 Background In February 2024 the resident reported leaks, damp and mould in […]
Decision Case ID 202314900 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 09 February 2026 Background The resident has disabilities that affect her mobility and her […]
Decision Case ID 202338400 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leaseholder Date 05 February 2026 Background Around 6 months after the resident moved into her newbuild property, […]
Decision Case ID 202341508 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident raised a query with the landlord on 1 […]
Decision Case ID 202423814 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leaseholder Date 30 January 2026 Background The resident has a shared ownership lease with the landlord. She […]
Decision Case ID 202513475 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 30 January 2026 Background The resident lives in a 2-bedroom flat on the […]
Decision Case ID 202325377 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 January 2026 Background The resident raised a number of concerns about external communal […]
Decision Case ID 202515390 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 January 2026 Background The resident lives in a 2 bed flat with her […]
Decision Case ID 202312143 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Secure Tenancy Date 23 January 2026 Background The resident lived in a flat within a scheme for […]
Decision Case ID 202402014 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Shared Ownership Date 15 January 2026 Background The resident’s property is a 2-bedroom, semi-detached house. The landlord […]
Decision Case ID 202424349 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 19 December 2025 Background The resident lives in a 1 bedroom flat and has the […]
Decision Case ID 202421926 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leaseholder Date 18 December 2025 Background The resident lives in a ground-floor flat and has been reporting water […]
Decision Case ID 202510295 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Periodic Tenancy Date 18 December 2025 Background The resident lives in a top floor flat with […]
Decision Case ID 202341459 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 10 December 2025 Background The resident is a tenant of the landlord, and she […]
Decision Case ID 202508744 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 2 December 2025 Background The property is a 1-bedroom flat on the top floor of […]
Decision Case ID 202325460 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 28 November 2025 Background The resident has a contact agreement in place with the landlord […]
Decision Case ID 202436798 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 November 2025 Background The resident lived at the property, a 2-bedroom ground floor flat, […]
Decision Case ID 202433548 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 26 November 2025 Background The resident holds an assured tenancy. He moved to the 1-bedroom […]
Decision Case ID 202412626 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Secure Tenancy Date 21 November 2025 Background The property is a 2-bedroom flat on the top floor of […]
Decision Case ID 202347693 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 February 2026 Background The resident lives in a first floor flat where there […]
Decision Case ID 202429863 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leasehold Date 24 October 2025 Background The resident lives in a 2-bedroom bungalow. The landlord is aware […]
The complaint is about the landlord’s handling of the residents reports of issues with: The communal front door lock. The building’s intercom system. The cleanliness of the communal area. A lift. The temperature of the building.
Decision Case ID 202451564 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Shorthold Tenancy Date 23 October 2025 Background At the time of this complaint the resident lived […]
The complaint is about the landlord’s response to the resident’s reports of: Health and safety issues caused by a gap between the scaffolding and the wall outside her property. A defective push-to-exit button for the lower ground floor block entrance door. The noise from the building works affecting her mental …
The complaint is about: The landlord’s management of damp and mould. The landlord’s management of intercom and skirting board repairs. The Ombudsman has also investigated the landlord’s complaints handling.
Decision Case ID 202415541 & 202415543 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 17 October 2025 Background The resident is an assured tenant living in a […]
REPORT COMPLAINT 202433128 The Guinness Partnership Limited 16 October 2025 Our approach The Housing Ombudsman’s approach to investigating and determining complaints is to decide what is fair in all the circumstances of the […]
The complaint is about the landlord’s handling of the resident’s: Reports of a leak from the flat above and subsequent repair issues. Concerns about her temporary move. Complaint.
The resident’s complaint is about the landlord’s handling of: Her reports of parking issues in the estate. Her concerns relating to her neighbour’s closed-circuit television (CCTV). The associated complaint.
The complaint is about the landlord's handling of the resident’s mutual exchange and repairs to the property. The Ombudsman has also investigated the landlord’s complaint handling.
The resident’s complaint is about the landlord’s handling of: Concerns raised over staff conduct. The associated complaint.
The complaint is about the landlord’s handling of roof repairs. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s: Response to the resident’s dissatisfaction regarding service charge costs. Handling of the resident’s subject access request (SAR). Handling of the resident’s reports its staff recorded a visit in her home. Response to the resident’s reports of multiple outstanding repairs. Complaint handling.
The complaint is about the landlord’s handling of: The resident’s reports of damp and mould. Repairs of a faulty boiler.
The complaint is about the landlord’s handling of the resident’s: concerns regarding estate signage. associated complaint.
The complaint is about the landlord’s response to the resident’s reports of: a roof leak property damage as a result of the leak The Ombudsman has also considered the landlord’s: complaint handling record keeping
The complaint is about the landlord’s: response to the resident’s reports of noise transference at his property and antisocial behaviour (ASB). complaint handling.
The complaint is about the landlord’s response to the resident’s query regarding: The obligation to pay service charges, which include a management fee with a 10-15% levy. Service charges. Demands for unpaid service charges and ground rent. The associated complaint.
The complaint is about the landlord’s handling of the resident’s: complaint from June 2023 about noise disturbance because of improvement works. recent concerns about noise disturbance from improvement works. associated complaint.
The complaint is regarding the landlord’s handling of the resident’s concerns about: Increases in rent and service charges. Repairs to the communal front door. Repairs to the communal lift. Reports the communal television was not working. Maintenance of the communal garden. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about the landlord’s handling of: Repairs to the property. The resident’s reports of damp and mould. An external sewage leak. A pest infestation.
The complaint is about the landlord’s handling of: Repairs to internal doors. Repairs to the front external door. Repairs to external paving. The resident’s associated complaint.
The complaint is about the landlord’s handling of the resident’s: request for compensation following a leak and pest infestation at his previous address. concerns about his move in May 2021 and the condition of his new home. reports of an issue with a payment system. request for a refund from …
| 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 |