Check your landlordLandlord
The Guinness Partnership Limited
Name shown exactly as the Ombudsman publishes it. If this landlord has merged or changed its name, older rulings may be listed under a former name.
Key figures
- Rulings published
- 333
- December 2020 to June 2026
- Maladministration found
- 74%
- 247 of 333 rulings: severe maladministration, maladministration or partial maladministration
- Severe maladministration
- 0
- rulings with this overall outcome. The Ombudsman’s 2025-26 report counts 3 severe maladministration findings (it counts findings, not rulings).
All landlords: maladministration found in 73% of rulings (13,428 of 18,334).
Open the full interactive viewSee, filter and share all 333 rulings.
Formerly
Guinness Trust (1 ruling); Shepherds Bush Housing Association Limited (54 rulings)
Rulings about former organisations stay under the name the Ombudsman published them under.
What the Ombudsman decided
| Outcome | Rulings | Share |
|---|---|---|
| Maladministration | 134 | 40% |
| Partial maladministration | 113 | 34% |
| Reasonable redress | 40 | 12% |
| No maladministration | 38 | 11% |
| Outside jurisdiction | 7 | 2% |
| Mediation | 1 | 0% |
“Maladministration found” on this site means the first three outcomes: severe maladministration, maladministration or partial maladministration. What these words mean.
Orders or recommendations
Number of rulings with each tag. The Ombudsman’s archive uses one tag for both orders and recommendations, and one ruling can have several. Where the outcome was reasonable redress or no maladministration, they are recommendations.
| Tag | Rulings |
|---|---|
| Compensation | 280 |
| Apology | 132 |
| Take Specific Action (non-repair) | 109 |
| Repairs | 59 |
| Other | 50 |
| Staff Training | 39 |
| Case Review | 38 |
| Policy Review | 26 |
| Process Change | 21 |
What the complaints were about
| Category | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| Managing Relations | 184 | 152 | |
| Repairs (includes damp and mould) | 169 | 134 | |
| Financial | 50 | 31 | |
| ASB/ | 45 | 32 | |
| Estate Management | 29 | 24 | |
| Moving/ | 27 | 23 | |
| Health and Safety (inc. building safety) | 19 | 16 | |
| Information and data management | 11 | 11 | |
| Planned Works | 11 | 8 | |
| Occupancy Rights | 2 | 1 |
A ruling can have more than one category tag. 33 rulings have no category tag in the Ombudsman’s archive.
Rulings by year
| Year | Rulings | Maladministration found | Bar chart |
|---|---|---|---|
| 2020 | 1 | 1 | |
| 2021 | 18 | 6 | |
| 2022 | 36 | 20 | |
| 2023 | 58 | 43 | |
| 2024 | 61 | 55 | |
| 2025 | 117 | 92 | |
| 2026 | 42 | 30 |
Calendar years, by the date printed on each ruling.
Size and complaint rates
Why the home counts differ: the Ombudsman counts homes owned or managed under its jurisdiction, including leasehold homes. The Regulator counts social homes owned.
Housing Ombudsman, 2025-26
Figures from the Ombudsman’s 2025-26 report on this landlord.
1 April 2025 to 31 March 2026. Counted by finding, not by ruling.
68,459 homes owned or managed under the Ombudsman’s jurisdiction, 31 March 2026
These per-1,000 figures are the Ombudsman’s own, for 2025-26. “Cases” counts all the cases the Ombudsman dealt with about this landlord, not only the determinations below.
- Determinations (cases decided)
- 176
- Findings
- 442
- Maladministration findings
- 240
- Maladministration rate (share of findings)
- 57%
- Severe maladministration findings
- 3
- Compensation ordered
- £103,740
This report also covers its group companies and predecessors: Guinness Trust (1 ruling); Shepherds Bush Housing Association Limited (54 rulings).
Regulator of Social Housing, 2024/25
Tenant Satisfaction Measures, year to 31 March 2025.
64,930 homes owned social rent and shared ownership, 31 March 2025
- Stage 1 answered on time
- 74.6%
- Stage 2 answered on time
- 93.1%
“On time” means within the Complaint Handling Code timescales. Medians from the Regulator’s 2024/25 headline report. Contains public sector information licensed under the Open Government Licence v3.0.
The landlord’s own satisfaction results page (may now show 2025/26 figures)
Latest rulings
See and filter all 333The 10 most recent of 333 published rulings. Each links to the full ruling on the Ombudsman’s website.
- 18 June 2026Case 202404980 · LeaseholderMaladministration
What the complaint was about (from the ruling) “This complaint is about the landlord’s response to the resident’s concerns about his building insurance service charge.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 29 May 2026Case 202403379 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The resident’s complaint is about: The landlord’s communication with her regarding underpayment of rent and seeking possession of her property. The landlord’s complaint handling.”
Recommendations: Compensation
- 20 May 2026Case 202535463 · Assured TenancyMaladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of the resident’s: Reports of antisocial behaviour (ASB). Request for replacement fencing. Associated complaint.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 20 May 2026Case 202503495 · Shared OwnershipReasonable redress
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s concerns about the managing agent charge. The complaint.”
Recommendations: Case Review, Compensation, Take Specific Action (non-repair)
- 30 April 2026Case 202342944 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s handling of: A leak in the property and the remedial repairs. The resident’s associated complaint.”
Orders or recommendations: Apology
- 28 April 2026Case 202441557 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The complaint is about the landlord’s handling of: The resident’s rent account. A contact preference request. The associated complaint.”
Orders or recommendations: Apology, Compensation
- 28 April 2026Case 202408642 · Assured TenancyPartial maladministration
What the complaint was about (from the ruling) “The landlord’s: Response to the resident’s enquiries about parking spaces. Handling of the resident’s anti-social behaviour (ASB) reports. Handling of the associated formal complaints.”
Orders or recommendations: Apology, Compensation, Take Specific Action (non-repair)
- 22 April 2026Case 202403165 · Shared OwnershipReasonable redress
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s reports of a leak. The landlord’s handling of the associated complaint.”
- 17 April 2026Case 202345006 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The resident’s complaint is about how the landlord dealt with his reports of noise. We have also considered the landlord’s complaint handling.”
Recommendations: Compensation, Take Specific Action (non-repair)
- 16 April 2026Case 202414626 · Assured TenancyNo maladministration
What the complaint was about (from the ruling) “The landlord’s handling of the resident’s: Concerns about communal repairs. Associated complaint.”
Recommendations: Compensation
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