Issue 13
Your Guinness
Inside...
nd Your Stories: In amunity around your com nity Feature: Commuinness Investment at Gu ment: Resident engageervices Help shape our s
Customer Liaison Officers Get to know yours
Our Pets Policy explained
Complete our Household Survey We want the services you receive from us to meet the needs of everyone in your home. To help us do that, we’re asking you to complete our Household Survey. The survey has five short sections including your contact details, communication preferences, and health circumstances. All the questions are optional, so if you don’t feel comfortable answering a question, there is a ‘Prefer not to say’ option. When we receive your completed survey, we’ll update our computer system with your answers. We’ll use the information you provide to understand how the services you receive from us could best be delivered to meet your needs. This could include things like communicating with you by your preferred method – such as by email, or by phone. It could also include understanding how any health condition you have might mean certain types of repairs need to be completed more quickly in your home. If we already have your email address, you’ve been sent a link to complete the survey online
with this magazine. If you’ve been sent a printed copy of the magazine, there’s a survey and a return, pre-paid envelope enclosed. As a thank you for taking the time to complete the Household Survey, when you return the survey to us, we’ll enter you into a weekly prize draw for a chance to win £100 in shopping vouchers*. The sooner you return your survey to us, the sooner you will be entered into the prize draws (which will run every week until the end of February 2026). You’ll be entered into the prize draw no matter how much or how little of the survey you choose to answer. If you would prefer not to be entered into the prize draw, let us know when you return your Household Survey.
*T&Cs are available on our website here. If you would like a printed copy posted to you, please let us know.
Welcome
Residents are at the heart of everything we do — and this edition of our Resident Magazine begins with your stories showcasing some of the amazing work you do across our neighbourhoods. We’re also highlighting some of the extra things on offer to you, including access to discounts and savings. And we’re delighted to introduce Sie, one of our Customer Liaison Officers. Sie explains what she does day to day and why she loves her job. We also share a bit about services in our homes for residents aged 55 and over. Over the past nine months, we’ve seen improvements in our repairs service, thanks to better scheduling, faster response times, and closer communication with residents. We’ve also introduced video calls to help improve diagnosis and identify issues more accurately before we visit. We know how important it is to get repairs right the first time, and we’re continuing to invest to make sure the service keeps getting better. Thank you for your patience while we continue to make improvements. If the service still isn’t delivering what you need, please bear with us—we’re committed to getting it right. We want to support residents in every way possible. Later in the magazine we talk about access to aids and adaptations that help people live safely and comfortably in their homes. We also know how important it is to keep homes healthy, so we’re repeating some advice on preventing and tackling condensation. If you have any concerns about damp and mould in your home, please get in touch straight away – by calling us on 0303 123 1890. Awaab’s Law came into force at the end of October, and we respond to damp and mould hazards in line with legal requirements. A huge thank you to everyone involved in our Customer Committee and two Regional Panels (in London and Yorkshire, Nottinghamshire and Derbyshire). Following a review by the Tenant Participation Advisory Service (TPAS), we’re pleased to announce that we’re setting up new panels in our South East & Coast region and in Greater Manchester, with plans to roll out panels to other regions soon. Your feedback and participation help shape the services you receive, and we’re now looking for new members for these groups. If you’d like to join, please contact our Resident Engagement Team at ResidentEngagementTeam@guinness.org.uk If you’d like to know more about our approach to resident engagement, please take a look at our updated Resident Engagement Strategy, which is on our website now. Thank you for being a Guinness resident and part of our community. Your views and feedback help us keep improving what we do. Catriona Simons, Chief Executive
Use your phone to scan the QR codes that are shown throughout the magazine, for quick links to websites.
Contents
4 Welcome from the CEO Your Stories MyGuinness Online Our Pets Policy explained
3 4 6 7
8 10 More for residents 8 Get to know your CLO 10 What your Independent Living Advisor can do for you 12 Spotlight on Shared Ownership 13
12 Resident Engagement Aids and adaptations Damp and Mould Complaints update Tenant Satisfaction Measures
14 17 18 19 20
Your Guinness
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stories Your
The Young Heroes Award
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G15 Community Awards The G15 Community Awards were held in London. The G15 represent London’s largest housing associations. The awards nominated the most inspiring community-led projects. The Young Heroes Award went to Kian, a Guinness resident who completed a two-year programme with our community investment partner the Rio Ferdinand Foundation. The Foundation helps young people improve their employability and life skills.
Kian with his award
Kian said: “With their guidance and unwavering support, the Foundation opened doors I never knew existed, helping me transform my dreams into a fulfilling career. What once seemed impossible became my reality, thanks to their belief in my potential, and constant support.”
Safety first
2 Oldham programme participants with their certificates of completion, alongside key programme support leads from each of the partner organisations
DIY Skills programme for women We ran two more free five-day DIY training and home maintenance courses for female residents in Oldham and Salford. Building on the success of last year’s programmes in Oldham, Salford, and Sheffield, the programmes gave 22 female residents across the two locations the opportunity to learn DIY and home maintenance skills, such as joinery, plastering and tiling. All participants found the courses hugely beneficial. 4
Your Guinness
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We held a road safety poster competition for local children living on Claughton Avenue, Crewe. The designs from our 10 winners – Aila, Brooke, Ronnie, Sarah, Crina, Gabriella, Jacob, Patrick, Silviya, and Charlie – have become weatherproof signs placed around the area. Aila, said: “I am excited to see my poster up on the street. I hope it will make people slow down for the safety of the children and residents who live here.”
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Knitting poppies for Armistice Day A chat about crochet sparked something special at The Ridings in Swindon. Inspired by Scheme Manager Nicola, resident Pat began knitting poppies for Armistice Day. With neighbour Mick’s support and calligraphy of “For the Fallen,” they created a moving tribute of remembrance and community spirit.
Cakes, chats and community
Did you know the purple poppy honours animals that served in war? Pat included those too in her beautiful display.
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Extra Care Schemes across the country hosted Macmillan Coffee Mornings, raising funds in support of people living with cancer. From homemade cakes to heartfelt chats, each event brought something special.
Highlights include: n
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Brackendale, Blackburn: £876 raised through stalls, raffles, and local treats. D ouro Court, Devon: Over £250 raised with cakes and catch-ups.
No tricks, just treats and trivia
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Residents at Avondown House in Bath enjoyed a Halloween quiz and tea, organised by their new Residents’ Social Committee. With tasty treats, goody bags, and great company, it was a frightfully fun afternoon! Next up: their first Christmas fête with tabletop sales and a tombola. Well done to all involved!
L incoln Gardens, Bristol: £218 raised through baking. A nderton Place, Cheshire: £84 raised with homemade bakes.
A huge thank you to everyone who baked, donated, or joined us. Your kindness made a real difference! Your Guinness
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Coming soon
MyGuinness app A new way to manage your account After extensive feedback and working with residents, we’re excited to announce that we’ll be launching a new MyGuinness app in the Spring. The app will provide a much quicker and simpler way to access your My Guinness account, wherever you are and at a time that suits you. You’re in control Whether you’re on the bus, in a cafe or at home watching TV, the app will make it easy to make and manage your payments, book repairs, and update your personal information, all in your own time. Your account will be accessible whenever it suits you, every day of the week and any time you want. Peace of mind We know that peace of mind matters. That’s why the app will come with advanced security features to protect your information and payments, giving you confidence that your money is handled securely.
Working with Residents This app has been developed by listening closely to residents and involving them at every stage of the process. From early feedback sessions to hands-on testing, residents have shaped the design and functionality, to make sure it meets your needs and will make managing your account easier, safer, and more convenient than ever before. You’ll need your Payment Reference Number (PRN) to create your MyGuinness account. You’ll find the details on your rent letters, as highlighted here.
Key features n
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Q uick, simple, and easy to use – Navigate your account with ease and get things done faster. D esigned to give you more control – Manage your information, payments, and services at a time that suits you. B ook a repair in just a few clicks – No hassle — schedule appointments at your convenience for a time that works best for you. M ake secure payments anytime – Handle your payments online, with enhanced protection built in. E ffortlessly update your details – Keep your personal information current with a smooth, streamlined process.
Your Guinness
Our Pets Policy explained New Pet Ownership Guidelines We know how important pets are to many people. Where we can, we welcome residents having pets in their home, but in line with your tenancy agreement you need our permission to keep them. We recently updated our Pets Policy to make the rules about keeping pets clearer and explain what is and is not permitted. We involved residents every step of the way in updating the policy because it was important to have a range of views and opinions before we made any changes. The new Pets Policy describes how we handle requests for pet ownership. Once permission is given to keep a pet we allow you to keep that pet, however if the pet becomes a nuisance we might have to ask for the pet to be removed as we need to think about everyone in the community. Our commitment to responsible pet ownership means there may be circumstances where we refuse permission to keep a pet, for example if the property is unsuitable or there are concerns about the pet’s wellbeing or potential nuisance to neighbours. Unless there are grounds for refusal, up to two dogs or two cats or one dog and one cat can be kept in homes that have direct access to a private garden or access directly onto the street (i.e. not exiting via a communal area). By law, all dogs and cats need to be
Applying for a pet?
Scan the QR for permission forms, or see back page for other ways you can contact us.
microchipped and dogs need to wear collars with the owner’s contact details attached. The policy also explains how we handle requests for keeping a pet as an assistance or emotional support animal. Assistance Animals We will always permit residents to keep trained assistance animals, such as guide dogs or dogs trained to assist the deaf – we just ask that you let us know if you have, or intend to get, an assistance animal. Emotional Support Animals Where a dog or cat is not permitted because the property does not have a separate garden or entrance, but you tell us that the animal is an emotional support or therapy animal, we will consider your request, but we may need to ask for some more information. Other pets Please read out Pets Policy to understand the rules around keeping other pets aside from cat and dogs.
More for Residents We work with a number of organisations to assist you and your family. Stay Nimble We’re working with Stay Nimble to provide you with free career coaching services. If you are looking for help in your career, Stay Nimble is there for you. Working with a professional coach may help you get where you want to be in your career. What support is available? Stay Nimble online coaching services allow you to benefit from career support and advice about your strengths, skills, and values to help you understand what is important to you. You will work with your career coach to define goals and explore options. 8
Your Guinness
Your coach will help you with your CV, and provide other support which may help you progress your career. Guinness residents are entitled to four hours of 1:1 coaching support with a qualified career coach. Residents will also have lifetime access to the Stay Nimble IT platform after programme completion. How do I take part? If you’re interested in accessing career coaching, register with Stay Nimble today!
guinnesspartnership.com
Scan the QR code to find out more about Stay Nimble on our website.
Community Grants We’ll soon be launching community grants for residents, giving you the chance to apply for up to £500 to design and run local projects, activities, or events that will bring people in your community together. Whether it’s something fun, creative, or educational, your project just needs to benefit your community. It could include running children’s football coaching, hosting a community lunch, organising arts and crafts workshops, or anything else that you and your neighbours would benefit from.
grants@guinness.org.uk
Email for more information or see back page for other ways you can contact us.
How to Get Started
Housing Perks We’re incredibly excited to be working in partnership with Housing Perks to help you save money on everyday essentials. Housing Perks is a free to use app. It offers discounts on items like groceries, fuel, clothing, school supplies, home furnishings, and more with well-known retailers such as Sainsbury’s, Asda, B&M, Argos, Primark, TK Maxx, B&Q, Morrisons and Sports Direct. You can buy vouchers that save money on your shopping. For example, you might buy a £100 voucher that only costs you £90 through Housing Perks.
guinnesspartnership.com Scan the QR code for more details on Housing Perks.
1. Download the ‘Housing Perks app’ through Apple Store or Google Play. 2. Register for an account 3. Enter your mobile phone number. 4. Enter a one-time passcode to verify your mobile phone number. 5. Select ‘The Guinness Partnership’ from the list of landlords. 6. Enter your Payment Reference Number (PRN) - you’ll find this on letters we send you about your rent.
I’m out every day, chatting with residents about their tenancy, identifying urgent repairs, carrying out safety inspections, including fire safety, and helping residents worried about bills and the cost of living.
Get to know
your CLO
At Guinness we have a team of over 160 Customer Liaison Officers who listen and act on your concerns, help keep your area safe and well-maintained, and ensure your neighbourhoods are enjoyable places to live. 10
Your Guinness
Each CLO supports a community of up to 500 residents within their patch, so they are local, visible and always close by when you need them. To give you a closer look at the role, we sat down with one of our CLOs, Sie, to hear more about her day-to-day work, what drives her, and how she supports residents like you.
Q. What do you love about your role? We’re always really pleased when A: I’ve worked at Guinness for over 20 years and what I love about my role is making a difference. Every day, my aim is to improve lives by supporting residents, helping resolve any housing or tenancy queries they have, and ensuring they feel listened to and respected.
residents join us on one of our quarterly estate inspections because residents know best which areas we need to focus on, plus it’s a great opportunity to meet each other.
Q.
What are some of the ways you support residents to ensure they feel heard and involved? Tell us about a typical day for you? A: By having that face-to-face contact and attending home visits to make sure A: I’m out every day, chatting with residents feel valued and listened to. residents about their tenancy, identifying Also, on a wider scale through resident urgent repairs, carrying out safety meetings, so I can hear about any inspections, including fire safety, and concerns or ideas for improving the helping residents worried about bills neighbourhood. and the cost of living.
Q.
I also carry out visits to identify any support our more vulnerable residents might need and help them access services provided by other agencies. I also respond to questions from residents about housing options a range of other tenancy matters.
What does a CLO do? n
rovides a visible presence P CLOs are the familiar faces in your neighbourhood. They’re there to listen and offer help with issues to do with your tenancy, your home, estate and neighbourhood. They also help you access additional support you might need and act as the main contact for Tenant and Resident Associations, local authorities and other public services.
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elps tackle anti‑social behaviour H CLOs help keep neighbourhoods safe and welcoming by addressing issues like noise, dog barking, fly-tipping, and graffiti. They work closely with other teams and contractors to ensure neighbourhoods are clean and secure.
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arries out inspections C CLOs routinely inspect communal areas, and properties, to make sure safety and quality standards are upheld. When problems are identified, they take action to put things right. Details of when quarterly estate inspections are taking place, can be found on our website.
Q. Tell us about inspections you do? A: I carry out Fire Risk inspections weekly in high-rise buildings and monthly in lower-rise buildings with communal areas. I check that door entry systems and fire doors are working, fire signage is in place and corridors are clear. I also make sure fly-tipping is dealt with, and window restrictors are fitted on all windows at firstfloor level and above. Other inspections include lift inspections and, for schemes with a service charge, we also do quarterly estate inspections, covering internal cleaning, window cleaning, and gardening.
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What your Independent Living Advisor can do for you Our 80 Advisors provide support in housing schemes nationwide for people aged over 55. Settling in Helping with property viewings,
explaining services, and making moving in easier.
Welfare checks Ensuring you’re
comfortable and supported and know how Guinness can help you, through check-ins twice a year.
Safe communities Providing guidance
(when you need it) to live independently and safely, and to feel part of a thriving community.
Quality control Ensuring contractors deliver good cleaning and maintenance services. Safety checks Inspecting communal areas and equipment to meet health and safety standards.
Resident meetings
Hosting quarterly meetings to answer questions, address concerns, and help build a stronger community.
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Helping resolve problems
Addressing any issues that arise between residents to maintain a positive living environment.
Tenancy guidance Helping you understand and manage your tenancy responsibilities.
Supporting with independence
Refering you to services for aids, adaptations, and assistive technology.
Financial guidance Supporting
with housing benefits, rent queries, and connecting you to support from our Customer Service Centre.
Spotlight on...
Shared Ownership
Benefits of Shared Ownership If you want to own a home, Shared Ownership can help get you on the housing ladder.
Who is eligible?
Buyers purchase a share of a property, typically between 25% and 75% of the property’s total value. Buyers pay a mortgage on their share of the home, and pay rent on the remaining share (there may also be a monthly service charge).
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Lower Deposits and Rent Deposits are calculated on the share purchased, not the full property price, making it more affordable than buying outright. You can increase the share you own over time, and your rent then reduces proportionately.
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You will need to be over the age of 18 and a UK resident Your maximum household annual income should be less than £80,000 (£90,000 if you are buying a home in London)
If you are not sure if you are eligible, please contact us to discuss your situation. See our website for what costs to expect when purchasing with Shared Ownership.
www.guinnesshomes.co.uk Scan the QR for more information
Contact us on 0300 456 0522 to learn more about Shared Ownership. We can help you carry out a short financial assessment to see whether this scheme could work for you. Your Guinness
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Resident Engagement and influence How to get Involved
How to get involved Share Your Feedback
Get involved and help shape the services we provide – your input matters.
By sharing your views, you help shape services.
From taking part in surveys and focus groups, joining resident panels, contributing through interviews, or sharing ideas via Your Voice, there are plenty of opportunities to engage.
Influence What We Do Your input shapes our decisions and helps us meet your needs.
Every contribution helps us better understand what’s important to you. For a full guide to getting involved, visit the Your Voice website or scan the QR code.
Scrutinise and Review By reviewing our performance, you help us identify how we can improve our services.
Have your say with Your Voice Your Voice is a simple, online space where you can share your ideas and give feedback. By joining Your Voice, you will be able to: ake part in quick polls T Add your thoughts to ideas boards n Join exciting projects n Join panels and meet other residents n
Your Voice
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It’s easy to get started - just register on Your Voice and you’ll be able to take part straight away. As well as sharing projects with you on Your Voice, we will continue to run surveys, focus groups, and workshops elsewhere so you can Your Guinness
get involved in a way that suits you. Want to know more about upcoming opportunities or see what we’ve been working on recently? Get in touch today and be part of shaping the future of your services.
Our pilot Regional Resident Panels in London and Yorkshire, Nottinghamshire & Derbyshire have been running for 12 months now. We engaged the Tenant Participation Advisory Service (TPAS) to review the work of the panels to see what’s gone well and whether there’s anything we should do differently. They thought the panels were effective and recommended extending the model to other regions.
We’ll be inviting residents to join the next two panels in our South East & Coast region and in Greater Manchester - in the new year. We’ll be rolling out the panels across other regions soon. Thank you to our existing panel members in London and Yorkshire, Nottinghamshire & Derbyshire for getting us off to a good start, and for your contribution over the last year or so. We look forward to continuing to work with you.
of Residents in our London Regional Panel carried out an in-depth review input. our repairs service. We’ve updated our Repairs Policy to reflect their
Regional Resident panels
Regional Resident Panels
Customer Committee Customer Committee
The Customer Committee is part of our formal governance structure at Guinness. It was set up to ensure tenant voices are heard at the most senior level of the organisation. In 2024/25 the Committee had between nine and eleven members, all working to make sure services are fair, responsive, and focussed on what matters most to residents. The Committee scrutinises how well we’re doing, including monitoring the performance of our services to tenants, making sure residents are treated fairly, involved in decisions, and have a broad range of ways to engage with Guinness. The Committee also considers how we’re meeting regulatory requirements, and whether we’re compliant with the Housing Ombudsman’s Complaint Handling Code. The Customer Committee takes feedback from the Regional Residents Panels. Your Guinness
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We’ve got you covered Your home is full of things you love and things you can’t do without such as personal items like your phone and practical ones like the TV. It could be worth protecting them in case the worst happens. And guess what? It may not cost as much as you might think for tenants’ contents insurance. Prices start from as little as 45p per week, £1.47 per month, or a single upfront payment of £15.65 for 12 months of cover.*
This includes: Nil excess (meaning you don't pay for the claim)
No set contract (you can leave at any time)
You choose how often you can pay
To find out more and sign up, visit our website
guinnesspartnership.com/livingathome As a landlord, we’re responsible for insuring the buildings our residents live in but not the contents inside them. We recommend that you take out contents insurance to cover the costs of furniture, belongings, and decorations in case of flood, fire, burglary or damage.
Place Logo Here
TENANTS CONTENTS INSURANCE
Help with managing energy bills Our Energy and Carbon Advice Officers are here to help if you’re struggling to heat your home or want some extra tips on managing energy bills this winter. They can help you: nderstand your energy bill and usage U n Help find the best tariff to meet your needs n Access available funding n Advise on how to use your heating system more efficiently to save money n
BE BRIGHT & BREEZY
We offer this service free of charge to Guinness residents, if you would be interested in a call-back from one of our Energy and Carbon Advice Officers.FOR MORE INFORMATION PLEASE CONTACT YOUR LANDLORD ON:
guinnesspartnership.com
Scan for our online form or ask your CLO
Aids and adaptations in your home
Support at home We want to help tenants and members of their household live independently and safely in their home. We can provide clear guidance on how to request adaptations to your home if you need it and what support is available. Aids and adaptations are reasonable adjustments to a person’s home that make it safer and easier to live in. We will approve aids and adaptations for, and work with, eligible social and affordable rent tenants and members of their household who are disabled, where it is practical and reasonable to do so, in order to help them remain independent in their homes How do I get an aid or adaptation? For smaller jobs, such as grab rails, lever taps, replacing door handles or signs, contact our Customer Service Centre on 0303 123 1890.
Larger jobs, such as walk-in showers, stairlifts, ceiling track hoists, normally involve the local authority. So for these types of adaptation, please contact your Local Authority Adult Social Care. They will arrange for an Occupational Therapist to assess your needs and pass their recommendation along to us. Your local authority can also provide you with information about the Government’s Disabled Facilities Grant (DFG). The DFG is a grant offered to people who have a disability who need to make adaptations to their homes. Alternatively, you can install aids and adaptations yourself, at your own cost, provided you have our permission first.
guinnesspartnership.com
Scan the QR code for more details.
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Reducing condensation in your home There are some simple ways you can reduce condensation in your home. Cook with pan lids on. If you have extractor fans fitted in your kitchen and bathroom, make sure you use them regularly, they are cheap to run and very effective. n Open your windows if you notice them misting up. n Keep a medium-low level of heat throughout your home rather than heating some rooms on a high heat and others not at all. n n
The ideal temperature of a home is between 17-21 degrees. If you are struggling to afford heating in your home, please get in touch as there may be help or advice available. Keep furniture away from radiators to allow heat to circulate efficiently when they’re on. Also keep furniture slightly away from walls so air can circulate. n Wipe showers down after use with a microfibre cloth or squeegee. n Fill baths with cold water first to reduce steam and condensation in your bathroom. n Be careful not to over ventilate in the winter months as reducing the temperature of your home can make condensation worse and increase heating bills. n
Damp and mould The risk of damp and mould growth due to condensation increases in winter. If you are experiencing damp and mould, please contact us on 0303 123 1890 as soon as possible. We will ask you some questions to understand the extent of the issue and then arrange for someone to come to your home to resolve the issue. This will involve treating the immediate problem as well as identifying other actions needed to help prevent damp and mould reoccurring.
guinnesspartnership.com
Scan the QR code for more information
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Your Guinness
Complaints Update We work hard to provide a great service to all our residents but there may be times when we don’t get things right.
75%
2,240
complaints received (Apr - Sep 2025) We use the feedback from complaints and determinations received from the Housing Ombudsman to improve our services and processes. The top three reasons for complaints were:
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Unreasonable delays to carry out agreed actions.
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Communication failures. Repairs not always completed as promised.
of complaints upheld (Apr - Sep 2025) What we’ve done and what we’re doing to address these complaint themes We have: estructured, retrained, and increased the 3 Rresourcing of our complaints and repairs teams – so we can do more repairs faster, and respond to complaints quicker. a new process for 3 Implemented monitoring service requests when things go wrong. training to help identify 3 Developed support needs and made reasonable adjustments where appropriate. engagement and consultation 3 Increased with residents and improved how we
We will do what we can to resolve your complaint in our two-stage process, but if you’re not satisfied with our response, you can contact the Housing Ombudsman Sevice direct after our final response and they will review it. You can contact the Housing Ombudsman Service at any point within your complaint for general advice and assistance.
capture and use resident insight. bulk communications to help 3 Introduced us provide proactive updates to residents more efficiently. how we manage third‑party 3 Improved contractors, including record keeping, and communication with residents. our repair process so more 3 Improved issues are fixed on the first visit.
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Tenant Satisfaction Measures (TSMs) The Tenant Satisfaction Measures (TSMs) were introduced by the Regulator of Social Housing in England to measure how well social landlords perform in delivering a range of services. They provide a consistent set of measures which must be used by all social landlords – this enables residents to understand how their landlord compares with others. 20
Your Guinness
Low Cost Rental Accommodation (LCRA) is a term used by the Regulator of Social Housing to mean homes that tenants live in. Low Cost Home Ownership (LCHO) is a term used by the Regulator of Social Housing to mean homes lived in by shared owners.
Earlier this year we published our TSM results for the previous financial year (1 April 2024 31 March 2025). You may have seen these before but we have also sent a copy with the magazine if you’ve not read it yet – as we want all residents to know how we perform, where we do things well, and how we use your feedback to understand where we need to improve. Below and over the next two pages of the magazine, are our results against the TSMs for the current year (from 1 April 2025 to 30 September 2025). So far this year, you’re telling us that you are slightly more satisfied than they were last year, with 69.2% satisfaction with the overall service from us. The larger figures show our performance so far this year and the smaller figures, in brackets, show last year’s performance so you can compare how we’re doing.
Overall satisfaction What you are telling us
LCRA
LCHO
1 Apr 2025 30 Sep 2025 LCRA LCHO
Proportion of respondents who report that they are satisfied with the overall service from their landlord. (TP01)
67.7%
45.2%
69.2%
1 Apr 2024 31 Mar 2025
44.8%
Keeping properties in good repair 1 Apr 2024 31 Mar 2025
1 Apr 2025 30 Sep 2025
Proportion of homes that do not meet the Decent Homes Standard (RP01)
0.21%
1.51%
Proportion of non-emergency responsive repairs completed within the landlord’s target timescale (RP02)
78.3%
84.3%
Proportion of emergency responsive repairs completed within the landlord’s target timescale (RP02)
88.4%
87.1%
How we are doing
What you are telling us
LCRA
LCHO
LCRA
LCHO
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the overall repairs service (TP02)
71.3%
N/A
71.3%
N/A
Proportion of respondents who have received a repair in the last 12 months who report that they are satisfied with the time taken to complete their most recent repair (TP03)
68.8%
N/A
70.3%
N/A
Proportion of respondents who report that they are satisfied that their home is well maintained (TP04)
70.1%
N/A
72.2%
N/A
Winter 2025
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Respectful and helpful engagement What you are telling us
LCRA
LCHO
1 Apr 2025 30 Sep 2025 LCRA LCHO
Proportion of respondents who report that they are satisfied that their landlord listens to tenant views and acts upon them (TP06)
60.2%
36.6%
61.0%
37.0%
Proportion of respondents who report that they are satisfied that their landlord keeps them informed about things that matter to them (TP07)
69.8%
58.4%
72.4%
61.9%
Proportion of respondents who report that they agree their landlord treats them fairly and with respect (TP08)
75.1%
55.9%
76.8%
61.4%
1 Apr 2024 31 Mar 2025
Maintaining Building Safety 1 Apr 2025 30 Sep 2025
1 Apr 2024 31 Mar 2025
How we are doing
Overall
(All as a % of required checks completed)
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Proportion of homes for which all required gas safety checks have been carried out (BS01)
99.985%
99.98%
Proportion of homes for which all required fire risk assessments have been carried out (BS02)
98.90%
98.93%
Proportion of homes for which all required asbestos management surveys or re-inspections have been carried out (BS03)
95.59%
96.78%
Proportion of homes for which all required legionella risk assessments have been carried out (BS04)
97.49%
98.18%
Proportion of homes for which all required communal passenger lift safety checks have been carried out (BS05)
97.91%
98.47%
What you are telling us
LCRA
LCHO
LCRA
LCHO
Proportion of respondents who report that they are satisfied that their home is safe (TP05)
76.2%
62.8%
72.2%
67.2%
Your Guinness
Responsible Neighbourhood Management 1 Apr 2025 30 Sep 2025
1 Apr 2024 31 Mar 2025
How we are doing
Overall
Number of anti-social behaviour cases opened per 1,000 homes (NM01-1)
159.9
89.5
Number of anti-social behaviour cases that involve hate incidents opened per 1,000 homes (NM01-2)
0.5
0.4
What you are telling us
LCRA
LCHO
LCRA
LCHO
Proportion of respondents with communal areas who report that they are satisfied that their landlord keeps communal areas clean and well maintained (TP10)
69.3%
48.1%
71.0%
50.0%
Proportion of respondents who report that they are satisfied that their landlord makes a positive contribution to the neighbourhood (TP11)
64.3%
38.3%
65.8%
44.3%
Proportion of respondents who report that they are satisfied with their landlord’s approach to handling anti-social behaviour (TP12)
63.0%
39.8%
62.5%
44.6%
Effective handling of complaints How we are doing
LCRA
LCHO
1 Apr 2025 30 Sep 2025 LCRA LCHO
Number of stage one complaints received per 1,000 homes (CH01-1)
56.1
45.0
13.2
10.9
Number of stage two complaints received per 1,000 homes (CH01-2)
14.1
13.3
3.7
2.4
Proportion of stage one complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02-1)
74.6%
75.2%
98.8%
96.3%
Proportion of stage two complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescales (CH02-2)
93.1%
89.0%
100%
100%
What you are telling us
LCRA
LCHO
LCRA
LCHO
Proportion of respondents who report making a complaint in the last 12 months who are satisfied with their landlord’s approach to complaints handling (TP09)
33.1%
23.5%
34.8%
19.2%
1 Apr 2024 31 Mar 2025
Your Guinness
23
Contact us With a MyGuinness account you can view and manage your account instantly, update your details and pay your rent at any time at guinnesspartnership.com/myguinness Speak to us online with Live Chat at www.guinnesspartnership.com Call Customer Services on 0303 123 1890 We’re open Monday to Friday, 8am – 8pm. For urgent out-of-hours repairs you can call us anytime. If you have hearing or speech difficulties, you can contact us via Text Relay: 18001 0303 123 1890 We also offer a wide range of other online contact methods, you can report a communal repair, anti-social behaviour, neighbourhood issue or other general queries via our online forms www.guinnesspartnership.com/contact-us/
We can translate this document into your preferred language. We can also provide it in large print or audio format on request. نســتطيع ترجمة هــذه الوثيقة .إىل اللغــة التــي ترغبها نحــن نســتطيع ترجمة هــذه الوثيقة اىل .اللغة التــي تفضلها وميكننــا أيضــا أن نقدم اليك هذه الوثيقــة مطبوعــة بالخط الكبري أو عىل .هيئــة صوتيــة عند الطلب
Arabic
Bengali
Chinese traditional below,
আমরা এই কাগজটি আপনার পছন্দের ভাষায় অনুবাদ করতে সক্ষম। Chinese traditional below, অনুরোধক্রমে, আমরা এটি মোটা হরফে 我們可以將文件翻譯成你首選語言。 অথবা অডিও আকারেও দিতে সক্ষম।
Chinese traditional below,
我們也可以也應要求提供大字版和語音版本。 Chinese traditional below, 我們可以將文件翻譯成你首選語言。
我們也可以也應要求提供大字版和語音版本。
French
Nous pouvons traduire ce document dans la langue de votre choix. Nous pouvons également l’éditer en gros caractères ou en format audio sur demande.
Portugese Podemos traduzir este documento para o idioma da sua preferência. Também podemos fornecê-lo, a pedido, em letra de tipo grande ou em formato áudio.
Chinese
我們也可以也應要求提供大字版和語音版本。 我們也可以也應要求提供大字版和語音版本。
Chinese Simplified, 我们可以将文件翻译成您首选的语言。
我们可以将文件翻译成您首选的语言。 我们也可以应要求提供大字版和语音版本。
ਅਸੀਂ ਇਸ ਦਸਤਾਵੇਜ਼ ਦਾ ਅਨੁਵਾਦ ਤੁਹਾਡੀ ਤਰਜੀਹੀ ਭਾਸ਼ਾ ਵਿੱਚ ਕਰ ਸਕਦੇ ਹਾਂ। ਅਸੀਂ ਬੇਨਤੀ ਕੀਤੇ ਜਾਣ ’ਤੇ ਇਸ ਨੂੰ ਵੱਡੇ ਪ੍ਰਿੰਟ, ਜਾਂ ਆਡੀਓ ਫਾਰਮੇਟ ਵਿੱਚ ਵੀ ਮੁਹੱਈਆ ਕਰ ਸਕਦੇ ਹਾਂ। Somali
Waxaan u turjumi karnaa dukumintigan luuqadda aad doorbidayso. Waxaan sidoo kale ku bixin karnaa iyadoo ah qoraal far weyn ah, ama qaab cod ah codsi haddii la codsado.
Tamil உங்களுக்கு விிருப்பமாான மொ�ொழிியிில் இந்த ஆவணத்தைை எங்களாால்
我們可以將文件翻譯成你首選語言。 我們可以將文件翻譯成你首選語言。
Chinese Simplified,
Punjabi
மொ�ொழிிப்பெெயர்க்க முடியும்.
Polish
Dokument ten może zostać przetłumaczony na wybrany przez Państwa język. Na Państwa prośbę możemy go również dostarczyć w formacie audio lub dużego druku.
Chinese Simplified, 我们也可以应要求提供大字版和语音版本。 Chinese Simplified,
我们可以将文件翻译成您首选的语言。 我们可以将文件翻译成您首选的语言。
我们也可以应要求提供大字版和语音版本。
கோ�ோரிக்கைையிின்பேேரில் பெெரிய அச்சு
அல்லது ஆடியோ�ோ வடிவிிலும் எங்களாால் வழங்கமுடியும்.
Urdu ہم اس دستــاویز کا آپ کــی پسند کی
ہم اس دستــاویز کا آپ کــی پسند کی زبان میں ترجمہ کروا ســکتے ہیں۔ ہم درخواست پر اســے بڑے پرنٹ یا آڈیو فارمیٹ میں بھی فراہم کرســکتے ہیں۔