Housing association
Performance summary based on published UK Housing Ombudsman determinations. Figures reflect only complaints that reached a formal determination and are not a complete measure of service.
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Count of outcomes reached across complaint heads in 39 published decisions.
Guinness Housing Association Limited's maladministration rate (59%) is lower than the average for housing association (64%) across published Ombudsman determinations.
202221101 Housing association
The Ombudsman found maladministration in the landlord's handling of damp and mould, as roof and loft insulation repairs recommended by Environmental Health remained outstanding over 9 months later due to poor record…
202311620 Housing association
The landlord failed to acknowledge a repair appointment, causing the appointment to fail and bathroom repairs (loose tiles and mould on the sealant) to be completed outside its 28-day routine timescale, and it did not…
202205434 Housing association
The Ombudsman found maladministration for the landlord's slow and inadequate response to damp and mould reports, service failure for ASB handling, communal grounds maintenance/cleaning, and complaint handling, and…
202122779 Housing association
The Ombudsman found severe maladministration for the landlord's response to reports of water ingress, damp and outstanding repairs, with excessive delays of over three years, poor communication, and failure to complete…
202210275 Housing association
The Ombudsman found that the landlord offered reasonable redress for significant delays (over 18 months) in completing repairs to the resident's ceilings, poor communication, failure to properly consider a decant…
202216676 Housing association
The landlord was found to have a service failure for its handling of mould reports, due to an unreasonable delay completing agreed repair works (from 25 July 2022 to 10 November 2022) causing significant distress and…
202124293 Housing association
The Ombudsman found maladministration for the landlord's handling of damp and mould reports (long-standing since 2017, with delayed roof repairs and poor communication) and for complaint handling (excessive delays of 81…
202204395 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's reports of antisocial behaviour. The landlord had explored the resident's concerns, contacted the alleged perpetrator, offered…
202216068 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request for a shower installation. The landlord had no obligation to install a shower as an improvement where a functional bath…
202217670 Housing association
The Ombudsman found no maladministration by the landlord in its response to the resident's request for underfloor insulation. The landlord had no obligation to install insulation as an improvement, and it acted…
202207316 Housing association
The Ombudsman found no maladministration in the landlord's handling of drainage issues and the resident's request for a wet room, as it acted reasonably and in line with policy. However, there was service failure in the…
201915461 Housing association
The Ombudsman found maladministration by Guinness Housing Association for failing to follow its arrears policy when managing the resident's rent account, including initiating possession proceedings without properly…
202121759 Housing association
The landlord was found to have maladministration for taking three years to complete bathroom repairs, with no communication or updates to the resident. No maladministration was found for the leaking toilet repair which…
202209680 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's reports of damp and mould, as the landlord reasonably investigated and relied on expert reports showing the CWI was not the cause.…
202216793 Housing association
The Ombudsman found no maladministration by Guinness Housing Association in its response to a resident's report of staff misconduct (threatening behaviour by an operative). The landlord investigated promptly, obtained…
202222155 Housing association
A shared owner complained that a gardening operative's strimming had caused stone chips to damage his front door, window and car. The Ombudsman found no maladministration, as the landlord had reasonably investigated but…
202102203 Housing association
The Ombudsman found service failure for the landlord's response to garden drainage issues, where repeated inspections and unfulfilled commitments over several years caused frustration, though the landlord's obligations…
202221498 Housing association
The Ombudsman found no maladministration in the landlord's decision not to replace the resident's bathroom and kitchen, as the renewal cycle had reasonably reset after the resident's own 2013 installation, and found the…
202201117 Housing association
The Ombudsman found no maladministration in the landlord's emergency response to sink back surges, but service failure in its handling of follow-up repairs due to delays and lack of clarity on the cause. The landlord…
202205602 Housing association
The landlord was found to have maladministration for its poor response to the resident's kitchen renewal request, including miscommunication, inaccurate record-keeping, and failure to apologise. It was also found to…
202206324 Housing association
The Ombudsman found that the landlord offered reasonable redress for its handling of a sewage leak at a shared ownership property. The landlord acknowledged its delay in completing the emergency repair (3 days instead…
202201210 Housing association
The landlord offered reasonable redress for its handling of a pest infestation, acknowledging delays and poor communication, and offering £200 compensation. However, there was service failure in its complaint handling…
202113524 Housing association
The Ombudsman found maladministration by the landlord for its handling of reports of refuse and fly-tipping, as it failed to respond to all aspects of the complaint, did not adequately update the resident on proposed…
202128330 Housing association
The Ombudsman found no maladministration by Guinness Housing Association in its handling of the resident's reports of damp and mould, or in its decision not to compensate for damage to personal items. The landlord acted…
202124583 Housing association
The Ombudsman found no maladministration by Guinness Housing Association in its handling of a shared leaseholder's reports of noise disturbance from planned roof maintenance works. The noise was deemed unavoidable and…
202121926 Housing association
The Ombudsman found maladministration by Guinness Housing Association for giving the resident incorrect payment information, failing to properly communicate about resulting arrears, and for poor complaint handling with…
202112707 Housing association
The Ombudsman found that the landlord took over six months to complete external repairs for damp and mould, provided sporadic updates, and delayed its complaint response. However, the landlord's offer of £400…
202207927 Housing association
The Ombudsman found service failure by Guinness Housing Association for its poor communication and delays in responding to a resident's reports of an unauthorised structure built by a neighbour. The landlord was ordered…
202011734 Housing association
The Ombudsman found no maladministration in the landlord's response to the resident's request for repairs to the gas supply pipe, as the lease made the resident responsible for the pipe. However, there was…
202102517 Housing association
The Ombudsman found no maladministration by Guinness Housing Association in its handling of the resident's property transfer complaint. The landlord acted appropriately by granting a management move (highest priority),…
202109934 Housing association
The Ombudsman found service failure in the landlord's handling of ASB reports. While the landlord took reasonable steps to investigate and liaise with authorities, there were failures in communication and case…
202012379 Housing association
The Ombudsman found no maladministration in the landlord's handling of the resident's ASB reports, as it took reasonable steps including requesting diary evidence, offering mediation, and working with the police.…
202100589 Housing association
No maladministration in the landlord's response to the resident's compensation request for carpet damage following a leak, as it assessed the carpet twice and found no damage. However, service failure was found in the…
202012044 Housing association
The Ombudsman found that the landlord's handling of the eviction and disposal of possessions were outside jurisdiction (due to court proceedings and late complaint respectively). However, the landlord delayed by two…
202103874 Housing association
The Ombudsman found service failure in the landlord's response to reports of a draught and cold temperatures, due to delays in completing window overhaul work identified in December 2020. Service failure was also found…
202004732 Housing association
The Ombudsman found maladministration by Guinness Housing Association for failing to adequately consider whether the resident needed to move out during a prolonged blocked drain repair, and for maladministration in its…
202007002 Housing association
The Ombudsman found service failure in the landlord's handling of repeated leaks through the kitchen and living room ceilings, due to delays in arranging repairs, lack of updates, and insufficient compensation.…
202005343 Housing association
The Ombudsman found service failure because the landlord offered disproportionately low compensation (£250) for the distress and inconvenience caused by an ongoing leak, ceiling collapse, and family decant. The landlord…
202003807 Housing association
The Ombudsman found no maladministration by Guinness Housing Association in its handling of a shared owner's reports of a pest infestation, as it acted reasonably by involving Environmental Health and taking voluntary…
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