Independent · not part of The Guinness Partnership
The Guinness Partnership repairs: how to report a repair, phone numbers and timescales
How to report a repair to The Guinness Partnership: the repairs phone number and emergency line, reporting a repair online, and how long Guinness has to fix it.
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: guinnesspartnership.com
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Guinness’s emergency line is here.
How to report
Reporting a repair to The Guinness Partnership
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Guinness misses its own target, complain. You may also be able to claim.
- MyGuinnessRegister for a MyGuinness account to book, reschedule or cancel non-urgent repair appointments and see upcoming ones.
Emergency repairs
When to call Guinness straight away
Phone Guinness straight away if anything puts someone in danger or leaves your home unsafe. Monday to Saturday, 8am to 8pm, and 24 hours a day, 7 days a week for emergency repairs. Text Relay: 18001 0303 123 1890. The number is in Guinness’s repair contacts.
- 01Complete loss of power
- 02No heating or hot water in winter
- 03A flood or badly leaking pipes
- 04Doors or ground-floor windows that aren’t secure
- 05Your only toilet is broken
- 06Lift not working
- 07Anything that is a serious risk to health and safety
What counts as an emergency, from guinnesspartnership.com.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Guinness.
Timescales
How long The Guinness Partnership has to fix it
Guinness’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Guinness’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursFixed or made safe. | Emergency hazards: investigate and make safe within 24 hours |
| Other repairs | 28 daysA repair appointment is set up within 28 days. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Not published | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from guinnesspartnership.com, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a repair and it still isn’t fixed? You could claim compensation.
Start your claimYour options
If The Guinness Partnership doesn’t fix it: your options
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 complain to GuinnessYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Guinness
Every social landlord 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.
Guinness’s record
How The Guinness Partnership performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Guinness in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about The Guinness Partnership
- How it handled repairs to the balcony door.Maladministration
£1,200 ordered - How it handled boiler repairs.Maladministration
£850 ordered - How it handled external door repairs.Maladministration
£1,000 ordered
Sources: Regulator of Social Housing judgement, 29 April 2026; Guinness tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
The Guinness Partnership’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
The Guinness Partnership repairs: questions
What is The Guinness Partnership’s repairs number?
0303 123 1890. Monday to Saturday, 8am to 8pm, and 24 hours a day, 7 days a week for emergency repairs. Text Relay: 18001 0303 123 1890.
What is The Guinness Partnership’s emergency or out of hours repairs number?
0303 123 1890 (Customer line · repairs). Monday to Saturday, 8am to 8pm, and 24 hours a day, 7 days a week for emergency repairs. Text Relay: 18001 0303 123 1890.
Can I report a repair to The Guinness Partnership online?
Yes, at guinnesspartnership.com/for-tenants/repairs/report-a-repair. Online repair form, open any time. Phone for emergencies.
How long does The Guinness Partnership have to fix a repair?
Its own targets run from 24 hours (emergency) to 28 days (other repairs). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for The Guinness Partnership tenants?
Since 27 October 2025, Guinness must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire.
How do I complain about a repair to The Guinness Partnership?
Complain to Guinness first, online or by phone on 0303 123 1890. They try to sort it out straight away; if they need more time, they agree next steps with you within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from The Guinness Partnership?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with The Guinness Partnership for you. It’s free to check.
Start your claimIs Report Repair part of The Guinness Partnership?
No. Report Repair is independent and not part of The Guinness Partnership or any council or housing association. We show Guinness’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Guinness has to fix, by problem
Not Guinness?
Other landlords across England
- Abbeyfield Living Society repairsHousing association
- Anchor repairsHousing association
- Golden Lane Housing repairsHousing association
- Habinteg Housing Association repairsHousing association
- Metropolitan Thames Valley Housing repairsHousing association
- Orbit repairsHousing association
- Places for People repairsHousing association
- Sanctuary Housing repairsHousing association
Reported a repair to The Guinness Partnership and still waiting?
About 2 minutes. No documents. Free to check.