Guinness Housing Association Limited
202221101
The Ombudsman found maladministration in the landlord’s handling of the landlord’s response to the resident’s reports of damp and mould and the associated repairs.. Total compensation ordered: £225.
Housing association
Guinness Housing Association Limited
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.
Key statistics
Published determinations
Decisions with an adverse finding
Most serious findings
Total across decisions
Decisions against
Outcome breakdown
Count of outcomes reached across complaint heads in 39 published decisions.
- No maladministration 20
- Reasonable redress 2
- Service failure 19
- Maladministration 19
- Severe maladministration 1
- Mediation / settlement 5
Guinness Housing Association Limited's maladministration rate (74%) is lower than the average for housing association (80%) across published Ombudsman determinations.
Decisions (39)
All landlordsGuinness Housing Association Limited
202311620
The Ombudsman found maladministration in the landlord’s handling of The complaint concerns how the landlord responded to the residents reports of tiles coming loose and mould in the bathroom of the property..
Guinness Housing Association Limited
202205434
The Ombudsman found maladministration, service failure, reasonable redress in the landlord’s handling of The complaint was about the landlord’s response to: The resident’s reports of damp and mould. The resident’s…
Maladministration Service failure Reasonable redress damp and mould leak water ingress complaint handling delay repairs delay
Guinness Housing Association Limited
202122779
The Ombudsman found maladministration, service failure, severe maladministration in the landlord’s handling of the landlord’s response to reports of water ingress, damp and outstanding repairs at the property. The…
Maladministration Service failure Severe maladministration damp and mould leak water ingress complaint handling delay repairs delay
Guinness Housing Association Limited
202210275
The Ombudsman found maladministration in the landlord’s handling of : The landlord's handling of repairs to the resident’s ceilings, and its subsequent compensation offer. The landlord's handling of the associated…
Guinness Housing Association Limited
202216676
The Ombudsman found mediation settlement, service failure, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s: reports of mould at the property. associated complaint.. Total…
Mediation / settlement Service failure No maladministration damp and mould complaint handling delay repairs delay disrepair
Guinness Housing Association Limited
202124293
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s handling of the resident’s reports of damp and mould in her property. The landlord’s handling of the resident’s…
Maladministration No maladministration damp and mould complaint handling delay repairs delay communication failure
Guinness Housing Association Limited
202204395
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of antisocial behaviour (ASB)..
Guinness Housing Association Limited
202216068
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for the installation of a shower..
No maladministration bathroom repair
Guinness Housing Association Limited
202217670
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s request for underfloor insulation..
Guinness Housing Association Limited
202207316
The Ombudsman found no maladministration, service failure in the landlord’s handling of the landlord’s handling of: The resident’s reports of drainage issues in her shower and her request for it to install a wet room.…
No maladministration Service failure damp and mould complaint handling delay repairs delay bathroom repair
Guinness Housing Association Limited
201915461
The Ombudsman found maladministration in the landlord’s handling of the landlord’s: management of the resident’s rent account, and; its complaint handling.. Total compensation ordered: £700.
Guinness Housing Association Limited
202121759
The Ombudsman found maladministration, no maladministration, service failure in the landlord’s handling of REPORT COMPLAINT 202121759 Guinness Housing Association Limited 28 June 2023 Our approach The Housing…
Maladministration No maladministration Service failure damp and mould leak water ingress complaint handling delay repairs delay
Guinness Housing Association Limited
202209680
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s: Response to the resident’s reports of damp and mould within the property. Decision to install cavity wall insulation (CWI) in 2018..
Guinness Housing Association Limited
202216793
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the resident’s report of staff misconduct..
No maladministration repairs delay
Guinness Housing Association Limited
202222155
The Ombudsman found no maladministration in the landlord’s handling of the landlord’s response to the report that it caused damage to the resident’s front door, window and car..
Guinness Housing Association Limited
202102203
The Ombudsman found service failure, maladministration in the landlord’s handling of the landlord’s: response to the resident’s reports about garden drainage issues. complaint handling.. Total compensation ordered: £300.
Service failure Maladministration complaint handling delay repairs delay communication failure carpet damage
Guinness Housing Association Limited
202221498
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns: The landlord’s decision not to replace the bathroom and the kitchen in the resident’s property. The associated formal…
Guinness Housing Association Limited
202201117
The Ombudsman found no maladministration, service failure, reasonable redress, maladministration in the landlord’s handling of the landlord’s: response to reports of sink back surges into his property; handling of the…
No maladministration Service failure Reasonable redress Maladministration leak water ingress complaint handling delay repairs delay communication failure
Guinness Housing Association Limited
202205602
The Ombudsman found maladministration, service failure in the landlord’s handling of : the landlord’s response to the resident’s request for a kitchen renewal. the landlord’s handling of the resident’s complaint.. Total…
Maladministration Service failure repairs delay heating hot water record keeping communication failure
Guinness Housing Association Limited
202206324
The Ombudsman found maladministration in the landlord’s handling of the amount of compensation offered by the landlord following its handling of a sewage leak at the resident’s home.. Total compensation ordered: £200.
Guinness Housing Association Limited
202201210
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: How the landlord handled the resident’s reports of a pest infestation at the property. Complaint handling.. Total compensation…
Guinness Housing Association Limited
202113524
The Ombudsman found maladministration, service failure, no maladministration in the landlord’s handling of the landlord’s response to: Reports of refuse and fly tipping. The storage of the resident’s bike.. Total…
Maladministration Service failure No maladministration service charge communication failure door repair garden maintenance
Guinness Housing Association Limited
202128330
The Ombudsman found no maladministration in the landlord’s handling of The complaint concerns how the landlord handled reports of damp and mould in the property and its decision not to offer compensation for damage…
Guinness Housing Association Limited
202124583
The Ombudsman found no maladministration in the landlord’s handling of REPORT COMPLAINT 202124583 Guinness Housing Association Limited 18 July 2022 Our approach The Housing Ombudsman’s approach to investigating and…
Guinness Housing Association Limited
202121926
The Ombudsman found maladministration in the landlord’s handling of This complaint is about the landlord’s handling of: The resident’s rent and service charge payments. The associated complaint.. Total compensation…
Guinness Housing Association Limited
202112707
The Ombudsman found maladministration in the landlord’s handling of the landlord’s handling of the resident’s reports of damp and mould in the property.. Total compensation ordered: £400.
Guinness Housing Association Limited
202207927
The Ombudsman found service failure in the landlord’s handling of the landlord’s response to the resident’s reports of a structure built over the patio of a neighbouring property..
Service failure communication failure
Guinness Housing Association Limited
202011734
The Ombudsman found maladministration, no maladministration in the landlord’s handling of : The landlord’s response to the resident’s request for repairs to be carried out to the gas supply pipe serving her property.…
Maladministration No maladministration leak water ingress complaint handling delay repairs delay heating hot water
Guinness Housing Association Limited
202102517
The Ombudsman found maladministration, mediation settlement, no maladministration in the landlord’s handling of the landlord’s response to the resident’s complaint about its handling of her property transfer..
Guinness Housing Association Limited
202109934
The Ombudsman found mediation settlement, service failure in the landlord’s handling of the landlord’s handling of: the resident’s reports of antisocial behaviour (ASB)..
Guinness Housing Association Limited
202012379
The Ombudsman found mediation settlement, no maladministration in the landlord’s handling of The complaint refers to: The landlord’s handling of the resident’s reports of antisocial behaviour (ASB) from her neighbour.…
Mediation / settlement No maladministration complaint handling delay asb communication failure door repair
Guinness Housing Association Limited
202100589
The Ombudsman found service failure, no maladministration in the landlord’s handling of The complaint concerns the landlord’s: Response to the resident’s request for compensation for damage caused to his carpets,…
Service failure No maladministration damp and mould leak water ingress complaint handling delay record keeping
Guinness Housing Association Limited
202012044
The Ombudsman found service failure in the landlord’s handling of This complaint is about the landlord’s handling of: its eviction of the resident due to rent arrears; the disposal of the resident’s possessions after…
Service failure complaint handling delay
Guinness Housing Association Limited
202103874
The Ombudsman found service failure in the landlord’s handling of REPORT COMPLAINT 202103874 Guinness Housing Association Limited 19 August 2021 Our approach The Housing Ombudsman’s approach to investigating and…
Guinness Housing Association Limited
202004732
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident complained about the landlord's response to:.
Service failure Maladministration leak water ingress complaint handling delay repairs delay communication failure
Guinness Housing Association Limited
202007002
The Ombudsman found service failure, maladministration in the landlord’s handling of The resident has complained about the way the landlord handled repeated leaks through the kitchen and living room ceilings. The…
Service failure Maladministration leak water ingress complaint handling delay repairs delay roof repair
Guinness Housing Association Limited
202005343
The Ombudsman found service failure in the landlord’s handling of The complaint concerns: The level of compensation offered by the landlord following a leak and ceiling collapse in the resident’s property. The level of…
Guinness Housing Association Limited
202003807
The Ombudsman found no maladministration, service failure in the landlord’s handling of The complaint refers to:. Total compensation ordered: £50.
No maladministration Service failure complaint handling delay communication failure roof repair pest control
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