2/5
GoogleRating only, no written review.
Trusted Agent profile
Guinness Homes reviews in London and Gloucester
★★★★★
71 reviews across 2 offices and 2 platforms
Guinness Homes has two offices, in London and Gloucester. Together they have 71 reviews on two platforms, rated 2.8 out of 5 overall.
55
Reviews on Google
All 2 offices
16
Reviews on Trustpilot
Business-wide
Our offices
Guinness Homes's two offices, most reviewed first. Each has its own page.
Latest reviews from every Guinness Homes office
Newest first, from every platform, with the office each review is about. First names only.
Google5/5
GoogleTidy like
1/5
Google(The above name is not my name, but below is my experience): I've been waiting for 5 days for central heating to get repaired. I've explained twice to phone operatives that I was going through a family crisis, and but they were completely uncaring. Today a close family died and so I was in and out of the house, and it wasn't until late at night when I was cold that I remembered my central heating didn't work and that tomorrow I was told uncaringly that I would have to sit in my house from 8am to 5pm for a repair person. Now I realize dealing with a family member in hospital and a family member now deceased that I can't go and spend time with my family member because I have to wait all day indoors to get a 5 day central heating problem fixed. My experience has been awful, and I wouldn't wish dealing with this company when going through a crisis to anyone. Marcus. (If anyone else has a bad experience with repairs, please leave a verified user review on Trustpilot to publicly shame the company into getting better standards.)
1/5
GoogleRating only, no written review.
1/5
TrustpilotRead the review carefully
READ THIS CAREFULLY: The buildings just look fancy, extremely low quality material. Talk to an expert before purchasing any flat from Leaside Lock. I have water leakage in my flat only after 4 months, be careful with your purchase. *I will soon share what they have been doing to me since 10 months ago. All I can say is nothing has happened over the past 10 months and I still have the leak issue in my flat. I will share with you some photos soon, you judge! Update :Today is 24/08/3024 and the issue not sorted in my flat yet. This is what you get when you trust Guinness! Absolutely shit quality! update: 07/09/2024: the issue in my flat is not fixed yet. update: 14/10/2024: I gave two additional months to a new contractor, however the issue in my flat is not fixed yet after almost two years. update: 04/11/2024: the issue in my flat is not fixed yet. update: 02/12/2024: the issue in my flat is not fixed yet, NEVER EVER TRUST Guinness! I will update soon with new progress..... * I can give you a viewing of my flat, inbox me.
1/5
GoogleThe buildings just look fancy, extremely low quality material. Talk to an expert before purchasing any flat from Leaside Lock. I have water leakage in my flat only after few months, be careful with your purchase. Update 1: I wrote my first review about my flat on 1st of February. They have not done anything about the leak in my flat since that time. I reported this issue 08/03/2023, almost a year ago. I will write the updates about my flat here, read them carefully! Update 2: Today is 24/08/3024 and the issue not sorted in my flat yet. This is what you get when trust Guinness! If you want to get shi...tt for lots of money, call Guinness ASAP, they are eagerly waiting for you! update: 07/09/2024: the issue in my flat is not fixed yet. update: 14/10/2024: I gave two additional months to a new contractor, however the issue in my flat is not fixed yet.
Agent replied · 23 October 2024
Dear Majid, We apologize for the ongoing inconvenience caused by the recurring roof leak. We understand how frustrating this must be, and we are committed to resolving the issue as quickly as possible. We are sorry to hear that despite the contractor’s efforts in the previous months, the issue has persisted. Our aftercare team have already been in touch with you to schedule an appointment for the leak to be resolved. Thank you for your patience and understanding. Kind regards, Guinness Homes
1/5
GoogleAVOID. Do not buy a home with Guinness. I bought with them last year and it has been the worst decision of my life. Guinness is an awful company. They are quick to take your money, but will fail their residents when issues happen. I have been failed by so many departments. Buy with anyone else but Guinness. I would give zero stars if I could.
Agent replied · 23 October 2024
Good morning Mr Sheehan, your experience with Leaside Lock and Guinness Homes has been well documented. As you are already aware, your complaint is actively being investigated by Directors at Guinness, such is our sustained effort to resolve your issues for you. As per Google's review 'spam policy', you have already left many reviews across Google and creating a fake name 'Joe Blue' also goes against their policy of misleading or being fake. As such, we will report this review to Google. If you have any further queries about the status of your complaint, please respond to you complaints contact at Guinness. Best wishes Guinness Homes
1/5
GoogleAbsolutely horrendous. Nobody buy shared ownership with guinness homes and I say that after living 7 years in one of their properties. It is a complete scam and impossible to get out of. I have been trying to sell my flat I share with them for the last few months. Absolutely nobody on the sales teams pick the phone up. I have been on hold for 2 hours today and previous days to this for the last 4 weeks. I never get to speak to anybody. My solicitor has emailed today saying she has been trying for the last 4 weeks to contact via email and phone to no avail. I have a buyer of this flat, or so I thought yet they aren't communicating with her solicitors or mine and now I have no idea if my flat is still sold or going back for Sale which means a new RICS survey and saying goodbye to mine and my daughters new home that is ready now to move into yet I can't move anywhere because of Guinness. It's disgusting practice and I'm seeking legal action on how the hell to get out of this flat and regain my asset attached to it.
Agent replied · 26 August 2024
Dear Effy, We are committed to delivering excellent customer service, and we sincerely apologize that your experience has not reflected this standard. We take your concerns seriously and are reviewing your case with the resales & staircasing team at Guinness to address the issues you've encountered. Please know that we are dedicated to resolving this and the team will be in touch as soon as possible. Kind regards, Guinness Homes
1/5
GoogleI can't understand why we've been trying to call someone for days to buy a property in an overhead ship, we've been waiting for hours for help on how to resolve it
Agent replied · 26 August 2024
Hi Luigi, We sincerely apologise for the inconvenience you experienced with our phone lines recently. We encountered some technical issues that have since been resolved. If you’re still interested in purchasing a property with Guinness Homes or if you have any questions, please don’t hesitate to reach out to us. You can email us directly at sales@guinness.org.uk or connect with us through our social media platforms. Our dedicated team is here to assist you and will respond promptly. Thank you for your patience and understanding. Best regards, The Guinness Homes Team
1/5
GoogleGuinness Homes Hove, what a disappointment you folks turned out to be. The plan was to buy from them under shared ownership scheme and everything seemed to be going well. All paperworks from the buyer’s side were completed. In the reservation sign up meeting, they put the property value up by up by £2500! When asked about it, they said it was a “human error that I had a different figure”. This is at the stage where number of emails were exchanged over 5 weeks and financial assessment application was already submitted. So more like misinformation not a human error. Mysteriously, they wanted to sell “off plan” and when asked about a showroom they said they property might have gone by then. They set the application’s reservation deadline one day before their showroom in July! I withdrew my application but a good couple of months was wasted. Look out for other developers people they aren’t what/who they say they are. Utter failure Guinness Homes Hove.
1/5
GoogleNobody picks up the phone lines very sarcastic service.
1/5
TrustpilotDO NOT BUY THESE FLATS!!
DO NOT BUY THESE FLATS!!! Leaside Lock, Bromley-by-Bow, London. It has been the worst decision of my life and I regret it everyday! The air vents do not work and it is like living in an oven. 7 months and still not fixed. It has become a living nightmare. There are NO workspaces. None of them are open. Constant delays. Areas that were meant for our block were given to another block. AVOID AT ALL COST. They remove my reviews from Google and Instagram, but please look for #DontBuyLeasideLock on Instagram to find me.
Agent replied · 25 December 2025
Dear Mr Sheehan, we believe your complaint is being handled by the complaints department at The Guinness Partnership, who have an action plan in place to investigate and hopefully resolve this for you. We're very sorry you've not had the buying experience expected at Leaside Lock and one that we've otherwise been proud to deliver with the other 287 homes sold there to date. The Guinness Partnership will be in contact with you to keep you updated on the progress of your complaint. Best regards - Guinness Homes.
4/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
1/5
GoogleRating only, no written review.
1/5
TrustpilotTerrible aftercare.
Our house was not snagged properly before it was handed over from Drew Smith, resulting in many snags that need repair. We were informed that we could not instruct our own snagger at the time of purchase. 9 Months after receiving our keys, Guinness' aftercare team has only shown incompetence to address our issues that we have been left with, many issues raised shortly after moving in. Emails and phone calls ignored time after time, I have plenty of evidence to prove this. We have had time off work wasted on contractor visits that repeat themselves as the works do not get instructed properly, anyone that does eventually turn up do not generally know what they have been sent for! We've had visits from contractors with no tools or van... Communication between their teams must be non-existent. If you don't mind living with water entering your electric meter box, water along with slugs and worms entering underneath your front door frame, long dangerous nails left through fence work and mega creaky floors, perhaps a Guinness Home is the way to go... I could go on, but hope if you are reading this it might give you some idea of what to expect once the keys to your home that you have worked hard for, are in your hands.
Agent replied · 25 December 2025
Hi Chris, we're truly sorry to read through your review and hear of the issues raised. This page is for Guinness Homes - the sales & marketing department of The Guinness Partnership. However, as part of TGP, we're certain TGP would like to look into this further for you. For them to do this, please fill in a “contact us” form on The Guinness Partnership website (www.guinnesspartnership.com), you also have the option to live chat or call on 0303 123 1890. TGP are open Monday to Friday, 8am, 5pm (and 24 hours a day for emergency repairs). Best regards, Guinness Homes.
1/5
GoogleRating only, no written review.
5/5
GoogleRating only, no written review.
4/5
GoogleOk.
1/5
GoogleTo name but a few things ,Absolutely shocking customer service, my 50/50 part rent/buy was the worst decision I have ever made. Please do not use these. You will regret it
1/5
GoogleShocking customer service I have a baby with no hot water and all people do is open the door look at the tank and close the door saying nothing is wrong... no one wants to help and I've left a complaint with no response
1/5
GoogleShocking customer service I have a baby with no hot water and all people do is open the door look at the tank and close the door saying nothing is wrong... no one wants to help and I've left a complaint with no response
5/5
GoogleRating only, no written review.
A review that appears on several offices' pages is shown once. We leave out reviews that name another agent.
Questions about Guinness Homes
Which Guinness Homes office has the most reviews?
London has the most, with 56 reviews rated 2.8 out of 5, followed by Gloucester with 31.
Where are the Guinness Homes offices?
The two Guinness Homes offices, by town:
- Gloucester: Hobbs Way, Hempsted, Gloucester, GL2
- London: Imperial Street, London, E3 3DA
