Independent · not part of The Guinness Partnership
The Guinness Partnership complaints, compensation and disrepair claims
Your options if The Guinness Partnership hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: The Guinness Partnership repairs
LandlordThe Guinness Partnership
Has The Guinness Partnership been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Guinness’s repair contactsFree to check · About 2 minutes
You can complain to The Guinness Partnership, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if The Guinness Partnership hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Guinness for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Guinness
This can get Guinness to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Guinness to put things right. In its recent decisions about Guinness, it ordered between £850 and £1,200 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against The Guinness Partnership
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to The Guinness Partnership asking for the repairs and compensation. Under the court rules for housing conditions claims, Guinness should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to The Guinness Partnership
The Guinness Partnership has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Guinness
They try to sort it out straight away; if they need more time, they agree next steps with you within 10 working days.
- Stage 2
Ask for a review
Contacted within 2 working days of asking to escalate, with an outcome within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Guinness to put things right.
Complaints pageguinnesspartnership.com
By phone0303 123 1890
From guinnesspartnership.com, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimGuinness’s record
What the regulator and Ombudsman found
Apr 2026: The regulator found Guinness gives an effective and timely repairs service, keeps accurate records of the condition of its homes from physical surveys, has proper safety systems, and handles complaints fairly and promptly.
of Guinness tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Guinness in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 29 April 2026; Guinness tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Guinness
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found The Guinness Partnership at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled repairs to the balcony door. Read the decisionMaladministration
£1,200 ordered - How it handled boiler repairs. Read the decisionMaladministration
£850 ordered - How it handled external door repairs. Read the decisionMaladministration
£1,000 ordered
Source: Housing Ombudsman decisions.
Has Guinness let you down too? You could claim compensation.
Start your claimQuestions
The Guinness Partnership complaints and claims: questions
How do I complain to The Guinness Partnership about repairs?
Through its complaints page: guinnesspartnership.com. By phone: 0303 123 1890. Say what the problem is, when you reported it, and what you want done.
How long does The Guinness Partnership have to reply to a complaint?
Stage 1: they try to sort it out straight away; if they need more time, they agree next steps with you within 10 working days. Stage 2: contacted within 2 working days of asking to escalate, with an outcome within 20 working days.
Can I claim compensation from The Guinness Partnership for damp and mould?
You could, if you reported it and Guinness didn’t fix it in a reasonable time. A law firm on our panel can take it up with Guinness for you.
Start your claimHas the Housing Ombudsman found The Guinness Partnership at fault?
In 2024/25 the Ombudsman found maladministration in 68% of its findings about Guinness. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with The Guinness Partnership: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Guinness on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Guinness?
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Still waiting for The Guinness Partnership to fix it?
About 2 minutes. No documents. Free to check.