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How to complain about The Guinness Partnership, and what to do if they ignore you

The Guinness Partnership manages around 66,000 homes across the UK, with strong concentrations in the North West, South East and East of England. Founded in 1890 from the Guinness brewing family's philanthropic trust, the group remains one of the oldest continuously operating social landlords in the country.

A street of British terraced social-housing homes

Guinness's older stock has well-known issues with retrofit damp following insulation works carried out 2010-2018. If your home was retrofitted in that window and you've had damp problems since, that's a specific evidential angle worth exploring in your claim.

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How to complain about The Guinness Partnership

If The Guinness Partnership has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.

  1. 1

    Complain in writing. Send The Guinness Partnership a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.

  2. 2

    Ask for a stage 2 review. If you are not happy with the reply, ask The Guinness Partnership in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.

  3. 3

    Escalate to the Housing Ombudsman. If The Guinness Partnership still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named The Guinness Partnership in its 2024-25 review for upholding tenants' complaints, so you would not be the first.

  4. 4

    If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and The Guinness Partnership has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with The Guinness Partnership for you, and there is no cost to start.

Call free: 0800 030 4669

Talk to us about The Guinness Partnership

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The Guinness Partnership contact info

Verified from The Guinness Partnership's own website on 2026-05-18. Always double-check before sending, landlords change contact details.

General customer service
0303 123 1890
Head office address
The Guinness Partnership, 30 Brock Street, Regent's Place, London, NW1 3FG
64,506
homes managed
Grade C1
government rating: meeting standards
24hr
Awaab's Law emergency repair deadline
10 days
to investigate a serious hazard

How The Guinness Partnership's own tenants rate them

These are The Guinness Partnership's own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.

RSH TSM 2024-25 · gov.uk source · The Guinness Partnership's own TSM page

Happy with their landlord overall67.7% vs 71.8% for most landlords (below average)
Happy with repairs71.3% vs 73.6% for most landlords (below average)
Repairs done in good time68.8% vs 69.5% for most landlords (below average)
Home kept in good repair70.1% vs 71.9% for most landlords (below average)
Happy with how complaints are handled33.1% vs 35.5% for most landlords (below average)

Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.

The Guinness Partnership: Housing Ombudsman record 2024-25

The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named The Guinness Partnership for upholding tenants' complaints of maladministration over repairs and conditions.

Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.

Why work with us

Four things we commit to on every case. No fabricated stats.

No win, no fee

If you don't win, you don't pay us. And you are dealing with a regulated, authorised firm, not a cold-caller.

Nothing to pay up front

You pay nothing to get started, and nothing at all if you lose. If you win, the fee only comes out of your compensation, never out of your own pocket, and it is capped by law.

Honest advice

We tell you on the first call whether your case is worth pursuing. We are not paid by case volume, so you get a straight answer.

Common issues with The Guinness Partnership

Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.

Damp and mould

Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Leaks and flooding

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

Broken heating and hot water

Emergency hazard: investigate in 24 hours under Awaab's Law.

We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.

Read your rights

The Guinness Partnership's complaints process

The route they publish under the statutory Complaint Handling Code. Awaab's Law deadlines (24 hours for an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days to complete the works) run in parallel, the complaints clock and the repair clock are separate.

  1. 1

    Stage 1

    Target: 10 working days for response

    Online form, email customer.services@guinness.org.uk, or call 0303 123 1890.

  2. 2

    Stage 2

    Target: 20 working days

    Escalation within 28 days.

  3. 3

    Still not fixed?

    If The Guinness Partnership miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669.

Sample complaint email to The Guinness Partnership

Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.

Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law

Dear The Guinness Partnership,

I am writing to formally complain about disrepair at my home at [your address].

The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts].

I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed.

LEGAL POSITION:

Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair.

Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation.

Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation.

This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code.

If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation.

Yours faithfully,

[Your name]
[Your address]
[Your phone]
[Your email]

Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.

Frequently asked questions about The Guinness Partnership

What is The Guinness Partnership's phone number?
The Guinness Partnership's general customer service line is 0303 123 1890. (Verified 2026-05-18.)
Where is The Guinness Partnership's head office?
The Guinness Partnership's head office is at The Guinness Partnership, 30 Brock Street, Regent's Place, London, NW1 3FG. (Verified 2026-05-18.)
How do I complain about The Guinness Partnership?
Complain to The Guinness Partnership in writing first, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint and they should reply within about 10 working days. If you are not happy with the reply, ask in writing for a stage 2 review. If they still do not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman for free.
What can I do if The Guinness Partnership have ignored my repairs?
Put the complaint in writing again and keep a copy, because the legal deadlines run from when The Guinness Partnership were told about the problem. Under Awaab's Law a significant hazard must be investigated within 10 working days, and an emergency hazard within 24 hours. If nothing happens, follow The Guinness Partnership's two-stage complaints process and keep a record of every stage. Or call us free on 0800 030 4669 and we will deal with The Guinness Partnership for you.
How long does The Guinness Partnership have to fix my repair?
Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force from 27 October 2025), The Guinness Partnership must, for an emergency hazard, investigate within 24 hours and offer alternative accommodation if the home cannot be made safe in that time. For a significant hazard, The Guinness Partnership must investigate within 10 working days, complete the safety work within 5 working days of finishing that investigation, and send the tenant a written summary of findings within 3 working days of the investigation (which runs at the same time as the 5-day works window).
How do I report damp and mould to The Guinness Partnership?
Report it to The Guinness Partnership in writing if you can, by email, their online portal, or by phone with a reference number, and keep a copy. Describe the damp or mould, when it started, and any effect on your health. Reporting in writing matters because the Awaab's Law deadlines only start once you have told The Guinness Partnership about the hazard. If they do not act within those deadlines, speak to us.
Can I claim compensation from The Guinness Partnership?
Yes, if you've reported a hazard and The Guinness Partnership have ignored it past the Awaab's Law deadlines, you can claim compensation. How much depends on how long it went on, how serious it was, and any effect on your health, so we cannot promise a figure. On no win, no fee terms you pay nothing up front, and the solicitor's fee only comes out of your compensation if you win, never out of your own pocket.
What if The Guinness Partnership have inspected but done nothing?
An inspection alone doesn't satisfy Awaab's Law. The repair deadline keeps running. Keep records of every inspection date, the surveyor's name, and what they said. This pattern strengthens any future claim significantly.
How do I escalate a complaint about The Guinness Partnership?
Stage 1: formal complaint to The Guinness Partnership (10 working days for response). Stage 2: written escalation if dissatisfied (20 working days). If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim, speak to us and we will tell you honestly.

Related

By: Support for Tenants editorial team

Last updated:

Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.

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