How to complain about The Guinness Partnership
Customer service phone: 0303 123 1890
Address: The Guinness Partnership, 30 Brock Street, Regent's Place, London, NW1 3FG
Response time: 10 working days (stage 1), 20 working days (stage 2).
Verified from The Guinness Partnership's own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How to send your complaint
The Guinness Partnership accepts complaints by four routes. Pick whichever you can document, written routes (email, online form, letter) are easier to prove later than phone calls.
Slowest, but the most formal. Send recorded delivery and keep the receipt.
The Guinness Partnership's complaints procedure
- Stage 1, 10 working days
Online form, email customer.services@guinness.org.uk, or call 0303 123 1890.
- Stage 2, 20 working days
Escalation within 28 days.
- 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 and we will tell you honestly.
Should you use Support for Tenants instead of complaining yourself?
Honest answer: often not. If your damages would likely be under £3,000 and you mainly want the repair done, working through The Guinness Partnership's own two-stage complaints process is usually enough.
A claim through us makes sense when damages are bigger (£5,000+ in losses, illness, or destroyed belongings), or when The Guinness Partnership have been recalcitrant even after you have exhausted their complaints process. Then a legal claim with court-order enforcement is the right tool.
FAQs about complaining to The Guinness Partnership
Where do I send a complaint letter to The Guinness Partnership?
The Guinness Partnership, 30 Brock Street, Regent's Place, London, NW1 3FG. Verified 2026-05-18.
How long does The Guinness Partnership take to respond to a complaint?
10 working days for the stage-1 response, 20 working days for stage-2 if you escalate. If they still do not fix it, or 8 weeks pass with no proper response, you may have a claim. Call us free on 0800 030 4669.
What if The Guinness Partnership ignore my complaint?
After 8 weeks of no proper response you don't need to wait further, you may have a claim. Call us free on 0800 030 4669. Document every contact you've made: dates, times, names, reference numbers. That evidence is what supports a claim for compensation and repairs.
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 (24 hours to investigate and make safe an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days from the end of that investigation to complete the safety work), you may be able to claim compensation. How much depends on how long the problem lasted, how serious it was, and any effect on your health.
See also: The Guinness Partnership main page · Ombudsman vs a claim · Letter builder · What to do if they ignore you