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 202503495 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Leaseholder Date 20 May 2026 Background The landlord sent the 2023/24 service charge actuals on 27 November […]
Decision Case ID 202403165 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Shared Ownership Date 22 April 2026 Background The resident reported a leak from her bathroom in December […]
Decision Case ID 202503999 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 27 March 2026 Background The resident reported a communal radiator repair on 24 […]
Decision Case ID 202407351 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 13 March 2026 Background The resident reported an issue with his under-cabinetkitchen lights on […]
Decision Case ID 202447598 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 17 February 2026 Background The property is a 1-bedroom flat that the resident has […]
Decision Case ID 202408843 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 19 December 2025 Background The resident was unhappy that the landlord had not completed repairs […]
Decision Case ID 202428916 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 14 November 2025 Background The resident has mental health vulnerabilities, which the landlord was […]
Decision Case ID 202444348 Decision type Investigation Landlord The Guinness Partnership Limited Landlord type Housing Association Occupancy Assured Tenancy Date 31 October 2025 Background The resident lives in a 3-bedroom house. On 29 November 2024, […]
The complaint is about the landlord’s handling of damp and mould repairs at the property. We have also looked at the landlord’s handling of the complaint.
The complaint is about the landlord’s handling of the resident’s gas safety inspections, including scheduling and missed appointments.
The complaint is about the landlord's handling of the resident's rent account. The Ombudsman has also considered the landlord’s complaint handling.
The complaint is about: The landlord’s handling of the resident’s reports of damp and mould. The landlord’s handling of the resident’s reports of a leak. The landlord’s handling of the resident’s concerns about the windows and external doors . The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s response to the resident’s concerns about her garden path.
The complaint is about the landlord’s handling of damp and mould and replacement of the resident’s balcony door.
The resident’s complaint is about the landlord’s handling of reports of damp and mould and subsequent repairs to the guttering, the facias, the soffits, roof, doors and window frames of the property.
The complaint is about the landlord’s handling of: The resident’s request to replace kitchen cupboard doors. The associated complaint.
This complaint is about the landlord sending a rent arrears letter to the resident.
The complaint is about the landlord’s handling of: The resident’s report of a collapsed wall at the front of her property. The associated complaint.
The complaint is about the landlord's response to the resident’s report of a leak in the communal area and request for compensation.
The complaint is about the landlord’s handling of reports of no heating or hot water at the property. The Ombudsman has also considered the landlord’s handling of the associated complaint.
The complaint is about the landlord's handling of the resident’s: Reports of heating repairs. Associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of a rat infestation and related repairs.
The complaint is about: The landlord’s handling of reported noise disturbances from the building’s water pumps. The associated complaint.
The complaint is about: The landlord’s handling of antisocial behaviour (ASB) reports. The landlord’s handling of the resident’s complaint.
The complaint is about the landlord’s handling of repairs to: The back door, kitchen door and living room doors at the resident’s property. External brickwork and the kitchen and living room windows which resulted in damp at the resident’s property. The complaint is also about the landlord’s handling of a …
The complaint is about the landlord's management of repairs to the resident’s heating system.
The complaint is about the landlord’s handling of: The replacement of the windows in the resident’s property. The resident’s concerns about new issues with the back door of her property. The resident’s reports of the windows in her property being in poor condition. The associated complaint.
The complaint is about the landlord’s handling of the resident’s reports of fly- tipping on the estate.
The complaint is about the landlord’s handling of repairs needed in the resident’s property, and the resident’s request for a rent adjustment in view of this.
The complaint is about the landlord’s communication in relation to the resident’s application to sell the property.
The complaint is about the landlord’s handling of the resident’s report of a pest infestation in her property.
The complaint is about: The landlord’s offer of compensation in relation to issues and delays with bathroom repairs. The landlord’s complaint handling.
The complaint is about the landlord’s response to the resident’s reports of ivy growing onto her property from a neighbouring property.
The complaint is about the landlord’s delay to resolve a leak in the resident’s kitchen and repair the damage caused.
The complaint is about: The landlord's handling of the resident's reports about the condition of her boiler when she moved into her property after a mutual exchange. The landlord’s complaint handling.
The complaint is about the landlord’s handling of the resident’s reports of: Poor workmanship with regards to repairs in her bathroom. Damp and mould in her bathroom. Damage caused to the bathroom fan and flooding of the bathroom floor.
The complaint is about: The landlord’s handling of the resident’s report of flooding. The landlord’s handling of the complaint.
The complaint is about the landlord’s response to the resident’s reports that a contractor had damaged his vacuum cleaner beyond repair and left his carpet in an unacceptable condition.
The complaint is about the landlord’s response to the resident about kitchen doors, a washing machine not being reconnected, a vent, and a request for a repairs list.
The complaint is about the landlord’s response to the resident’s reports of: The temperature at the property and the need for insulation. A delay in the repairs to the windows. 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 |