Getting in touch
We want to be sure you get great service each and every time you contact us, and we publish our performance every quarter to show our commitment to great service.
We treat all of our customers fairly and with respect. If you need any additional assistance, please let us know and we’ll make sure we communicate with you how you need.
When you call us
- We’ll aim to answer your call within 30 seconds
- Our staff will always give you their name
- If we need to ring you back, we’ll return your call as soon as we can and within two working days.
When you email us
- We’ll usually respond to your email within two working days.
When you write to us
- We’ll get back to you as soon as possible and within five working days
- If we can’t solve your issue in that time, we’ll let you know who is dealing with it and when you can expect a full reply.
If you need us to visit you at home
- We’ll always agree an appointment time with you in advance
- We’ll make sure our staff and contractors always show you their identity badge.
Making a complaint
We work hard to provide a great service for all our customers but there may be times when we don’t get things right. When we make a mistake we will always apologise, aim to put it right and do things better so we don’t make the same mistake again. We learn from our mistakes and use your feedback to improve our services.
If you need more information, take a look at our complaints and compensation policy.
Who can make a complaint?
Any customer and anyone who’s been affected by a service failure. You can also ask a representative to complain for you, including but not limited to:
- A health or care worker
- Someone who has lasting power of attorney for you
- A guardian
- A “designated person” who can act on your behalf, such as an MP or local councillor
What's the complaints process?
Our complaints process has two stages.
- As soon as you tell us about your complaint we’ll try to sort it out straight away. If we’ve made a mistake, we’ll say sorry and let you know what we’ll do to put things right
- Sometimes we need more time to investigate, but we’ll let you know as quickly as possible and agree with you what will happen next within 10 working days
- Once your complaint has been closed at Stage One you have 6 months to come back to us if you’re not happy with the result
- If your complaint can’t be resolved or a solution isn’t agreed, you can ask us to take the complaint to the second stage for a full and final independent review. This will be done by a senior manager that hasn’t been involved in Stage One to ensure they are objective.
You will need to let us know why you would like to escalate your complaint and what we could have done better in Stage One
- We will contact you within two working days of you asking us to move your complaint to the Second Two
- We will let you know the final outcome within 10 working days
Complaints about our care services are often more complex, so we may take up to 28 days to provide the final result
You must make your complaint within six months of the issue happening.
What do we do with complaints?
We take every complaint seriously and aim to deal with them quickly
We tell you how we use the information you give us to investigate and resolve your complaint
We treat you fairly and with respect. We give you extra help if you need it – including translations, braille versions or audio tapes of information
Sometimes we will decide it is not necessary or appropriate to proceed with a complaint. This might be because:
- We reserve the right to refuse to deal with people who make lots of unfounded complaints
- We won’t investigate complaints that happened more than six months ago. If your complaint is about a legal or insurance issue, we will handle it differently to other complaints
- We also handle complaints about anti-social behaviour differently.
What if I’m not satisfied with the result?
If you don’t think we’ve handled your complaint well, please let us know. You can seek advice from a “designated person”, such as your local councillor or MP. They can help to solve the problem between you and us, or might refer it to the Housing Ombudsman.
You can also contact the Housing Ombudsman directly, but you must first wait eight weeks after hearing our final response.
You can contact the Ombudsman, by writing to:
Harbour Exchange Square
Phone: 0300 111 3000
If you’re not happy with a complaint about our care services, you can contact the Local Government Ombudsman by writing to:
PO Box 4771,
Phone: 0300 061 0614
What about compensation?
We know how important it is to be honest and say sorry when we get things wrong. Sometimes this may involve a goodwill gesture or compensation.
We won’t pay compensation if something has gone wrong but it isn’t our fault, but we’ll always carry out repairs to remedy any situation where it is our responsibility to do so.
We may offer you compensation if we can’t put things right or have failed to meet our responsibilities and, as a result:
- Your belongings have been lost or damaged. We’ll ask for receipts as proof of ownership and may make deductions to account for wear and tear
- You have been left without basic facilities for some time e.g. no water in your home
- Our failure has caused you undue distress
In some cases, our insurance company will deal with your claim.
We won’t offer compensation if:
- There’s no clear evidence of a service failure
- You haven’t suffered a financial loss
- You caused the problem yourself. For example, if you caused a leak by fitting a shower incorrectly
- The problem was caused by a neighbour
- The problem was caused by someone carrying out work that we didn’t authorise
If we ask you to move out of your home—temporarily or permanently—so we can carry out major building works, we’ll pay your removal expenses and other agreed costs.
We always recommend that you have your own contents insurance policy to protect your belongings, like the National Housing Federation’s My Home contents insurance.
About our financial services
We provide limited financial services in relation to debt administration. For example, we assist some local authorities with equity loans; offer credit broking services and debt counselling to our customers. We hope you’re happy with any financial service we provide, but if not, please let us know so we can put it right.
How can I make a complaint about a Guinness financial service?
The best way to contact us is in writing, but you can also speak to us via our customer service team.
The Guinness Partnership
1 Stable Street
What's the process?
If you make a complaint, we’ll be in touch within five working days to let you know we’ve received it.
We’ll investigate your complaint and get a full response back to you within eight weeks.
We may need to review your personal details or ask you for further information.
What if it's not fixed?
If we don’t respond within eight weeks, or you’re not happy with our response, you can contact the Financial Ombudsman Service (FOS). Please do give us the full eight weeks to put this right before contacting them.
The Financial Ombudsman Service
Tel: 0300 123 9123
It’s worth contacting them to discuss your complaint before referring it, because the FOS doesn’t deal with some types of complaints.
You should contact the FOS as soon as you can after our final response, and certainly within six months. After this, the FOS has the discretion to review your complaint or not.