Review Time
I got a very understanding and helpful lady answering the phone to me when I was in a stressful emergency situation with a broken lock, that ment I was locked out of my home. There was a best possible quick response. The repair man was very helpful. He took every care to make sure that the door was safe and properly working. Even though it was a late, evening call out the Guinness repair person took every care to do an excellent job.
Many thanks.
Bristol
Had a lovely helpful polite lady called Jill assisting me today trying to chase up an osbestos test she even rang them while I was on phone but no luck unfortunately, Jill went above and beyond to help me this morning very lovely nice lady
Guinness are difficult to get hold of and pass the buck. They are terrible at communication, unless they want money. The service charge is far too high for the service we actually receive. Any repairs / maintenance is poor quality and on several occasions, there has been more damage caused. No recourse when complain. If i had known this about Guinness before buying my property, I would not have bought it!
Not to be trusted and act like they work for kier Starmers labour party as all they do is deflect, lie and hide the truth constantly making you feel like your going insane. The executive team led by Ms Catriona Simons CEO hide behind a big wall of silence that is made of thick glass, they can see the issues we are all having and experiencing but they are all looking back at us from there shiny office through their soundproof glass shield laughing as they relish in our distress and actively ignore serious issues with residents homes leaving them to live with damp, mould and failing fixings, they are leaving residents with holes in there wooden window frames with glass barely able to be held in with the rotten beading and missing areas of window sills, they leave holes in soffits and roof spaces allowing large jack jaw birds to continue to nest Even after 4 years of being made aware.
They have falsified internal data on homes in the southwest and they can't prove this is untrue despite many requests.
Guinness Partnership is allowing rotten wooden soffit boards to hang and fall from the roof spaces into gardens pavements thankfully no human has been injured yet from the falling debris
Guinness Partnership CEO Catriona Simons is allowing people to live in sub standard buildings whilst she pockets £300k plus pension and benefits a year whilst living in SW13 London a very affluent area, all whilst she and her team have built up a £2 billion debt costing £80 million just in interest payments, it is expected to rise to £3 billion within 3 years according to Moody's credit which will result in Guinness having to pay nearly £140million in interest payments, this level of debt for 68000 homes is extremely worrying and a clear indication and the explanation as to why they can't invest in their properties and complete reactive repairs effectively, they have no money and are raising money by borrowing against there properties every year .
Guinness Partnership is Poorly managed and the Executive team and it's board are unwilling to help it's residents in the southwest despite being fully aware of the harm and distress they are causing to it's southwest residents.
We had an emergency problem with some of our electrics & Howard, the call handler, couldn't have done more to help us. He was extremely empathetic, supportive & friendly. He definitely relieved my stress! Thank you Howard.
Guinness have told me they've sealed the truncated chimney below my flat for fire and building regulations. When I asked for evidence via their 'Information management' dept they sent me a photo of the basement below me as a 'before' and a photo of an area of the *next door* basement as an 'after'. This next door chimney breast never was open at the hearth or truncated to the sub floor when the house was made into flats like the one under me. The 'after' features a soil pipe next to the chimney and no doorway next to it like the chimney under me. I know because I have eyes and because.Guinness used to encourage me to manage basement access for them which I felt I had to do to try and have a private life from all the corners they cut - the service failures and lies they leave tenants with -building up and coming to me on the ground floor. What a joke. Should have gone to the ombudsman years ago. Dont get your life mixed up with TGP if you can help it.
My call was answered promptly and the man who answered was very polite and easy to understand, he explained everything clearly and offered a few appointments to get the repairs done.
After facing numerous challenges with repairs and living conditions, along with billing inquiries and a lack of transparency from the management, I felt compelled to share my experience. Despite efforts to seek clarity on the urgent need for substantial investments in outdated infrastructure, my concerns were often dismissed, and communication was frustratingly poor. It appears that many residents share similar frustrations, seeking straightforward answers regarding repairs and future plans without unnecessary hurdles. Upon further investigation, it became apparent that the organization is burdened with significant debt, which impacts their ability to maintain properties effectively. The financial situation, with forecasts indicating rising debt levels, raises serious concerns about the quality of repairs and the lack of investment in homes. This has left many residents, including myself, feeling disheartened as we encounter ongoing issues with substandard living conditions. The internal processes for addressing complaints seem ineffective, and promises of improvements are often unfulfilled. A glance through other reviews reveals a pattern of dissatisfaction regarding customer service and the quality of repairs. It’s disappointing to see a once reputable housing provider struggling to meet the needs of its residents while prioritizing other financial commitments. This review aims to inform others about the challenges we face and to encourage necessary changes in how resident concerns are addressed.
They are aware that many of their tenants are unwell and inexperienced, making them susceptible to manipulation. They take advantage of this at every turn to cut costs and save time, leaving tenants misinformed and bearing all the risks and responsibilities. This starts with the revamped call center, which encourages informal dealings with the company, misleading tenants into thinking this is acceptable. Even worse, interactions with a representative often lead to gaslighting as a standard practice.
The company seems to be more concerned with promoting itself these days, employing customer service tactics that feel disingenuous. Despite claims of addressing issues, I faced significant challenges in getting them to acknowledge a persistent leak. I've been using dehumidifiers in every room for four years, yet I had to postpone a stain-blocking appointment due to the ongoing leak. A representative suggested an investigation for dampness, but that quickly changed when it was noted I was facing eviction under poor conditions. It feels like the company is creating a façade of concern for tenant safety while neglecting real issues. I reluctantly allowed them to proceed with the stain blocker, which barely worked and won’t be painted over as needed. Their so-called solutions, like using kitchen and bathroom paint, only mask the ongoing leaks. The company seems more worried about liability than tenant welfare, ignoring my reports of water damage for years, alongside issues stemming from unauthorized work. It's frustrating to realize that tenants lack the rights and protections that employees of the company seem to enjoy. It's time for a change in how tenants are treated.
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