Reporting heating and hot water issues
If you need to report an issue with your heating and hot water, please contact your heating provider direct – you can find the contact details here
Annual Rent Increase 2023
If you have any questions about the annual rent review letter you’ve received, take a look at our dedicated webpage and FAQs.
You can also:
Chat to us on Live Chat
Come and chat to us, by clicking the ‘Chat to us’ button on the right of the screen to speak to one of our customer service advisors who will be happy to assist you.
Live chat is available Monday to Friday, 9am – 5pm.
Live chat is currently not supported when using Google Chrome on an iPhone.
MyGuinness
What is MyGuinness?
Your MyGuinness account allows you to:
- check your rent account or service charge
- view your repairs
- request an alteration or improvement to your home
- find out if you’re eligible for Right to Buy
- request a payment card
- request a parking permit
- Report a noise or animal nuisance, fly-tipping, graffiti or an abandoned vehicle.
Access your MyGuinness account here.
If you have a general query then you can get in touch here.
Not signed up for MyGuinness yet?
Register and log into your MyGuinness account today to access your account 24/7.
Talk to us
You can call us by phone 0303 123 1890 Monday to Friday, 8am – 8pm (and 24 hours a day, seven days a week, for emergency repairs and rent payments).
Please note, calls to 0303 numbers are charged at the same rate as any geographical landline.
For people with hearing or speech difficulties. TextRelay: 18001 0303 123 1890
Change the language: If you would like to change the language of the website, click the ‘Select language’ pop up box on the bottom left of this page and choose from the 28 different languages.
Write to us
You can write to us at our head office address:
30 Brock Street,
Regent’s Place,
London
NW1 3FG
Online forms
We also offer a wide range of other online contact methods, as we want to deliver high quality, accessible services, making it as easy as possible for you to get in touch, at a time that suits you. On this page, you can report a repair, anti-social behaviour, neighbourhood issue or other general queries via our online forms which you can access via the buttons at the bottom of this page.
We will usually respond within two working days.
For general queries, you can:
- Let us know if any circumstances that have changed, such as adding or removing someone from your tenancy or a change in name
- Request a rent statement
- Set up a direct debit
- Request a key fob
- Find a home
- Pay a compliment
- Make a complaint
- Report tenancy fraud
- Ask for a tenancy reference request
**Please be aware if you are using earlier versions of Internet Explorer, our online contact forms are not accessible. We recommend using Chrome to access the forms**
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Rent and service charges
You can pay your rent in a number of different ways. Find out your options here.
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Report anti-social behaviour
If you're having issues on your estate our anti-social behaviour team is here to help. You can report anti-social behaviour here.
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Report a neighbourhood issue
Something not quite right in your neighbourhood? Find out who's responsible and report any problems.
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Looking to transfer homes
If you need a bigger or smaller home than you have at the moment, or want to move to a different area, you can apply to transfer to another Guinness home. Get in touch with our teams to find out how.
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Moving out
If your circumstances change, we’re here to help you find a new home that suits you. As a Guinness tenant, you may be able to exchange or transfer to another of our homes.
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You’ve been provisionally offered a property
If you have provisionally applied through your local council and have been offered a property with Guinness, get in touch to find out the next steps.
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Change in circumstance
At some point in your time living with us, you might need to let us know about a change in your circumstances. Find out how to let us know about this below.
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Make a complaint
We want every customer to get an amazing service. But if we don't get it right, we want to know so we can do something about it. If you're unhappy, let us know.
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Request a key fob
You can request a key fob here using the link at the bottom of the page, using a debit or credit card.
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General queries
Use this form to ask a question or give some feedback. You can also drop us a note or chat to us on social media.
What to expect from us
Great customer service is at the heart of what we do. We want to deliver reliable and consistent services and focus on the services that matter most to you.
Read our customer service standards