Every review we hold for the London office, from every platform, shown as written. First names only.
★★★★★ 1/5
GoogleI've been trying to speak to ANYONE for a few days! They don't pick the phone up or come on to answer the CHAT ( EXCEPT THE BOT) but then they complain that they can't get hold of U! ITS EASY FOR HOUSING OFFICERS TO PUT A VISIT CARD THROUGH YA LETTERBOX TO SAY THEYVE BEEN, BUT WHEN I RING THE NUMBER 2 RESPOND 2 IT I CANT GET THROOOOOOOUGH!!
DSinny · 16 February 2026
Agent replied · 16 April 2026
Thank you for getting in touch. We’re sorry to hear how difficult it’s been for you to reach us and understand how frustrating this must be.
We’ve been unable to locate your details on our records. Can you please contact sales@guinness.org.uk, so we can schedule a call with yourself. Once we have the information, we’ll ensure the appropriate team gets in touch with you as soon as possible.
Kind regards,
Guinness Homes
★★★★★ 5/5
GoogleAll developments from Guinness are great, it’s hard to choose one flat. The process with them was easy and quick. Everything was explained clearly. Huge thank you to Lauren and Jamila who provided enormous support throughout the process and made it feel less stressful. I love my new flat!!!
Adrianna · 16 March 2026
★★★★★ 1/5
TrustpilotThese are a joke they leftt partner…
These are a joke they leftt partner four day with no shower facilities he has had issues with it since he moved in he is disabled and vulnerable i would not trust these as far as I could throw them the sooner he out of this shit hole the better wat a absolute joke they are quick to want rent but not quixk go sort a repair make no wonder places like these get taken to court and a solicitor he has already won a case against them and will win again like always
Chantelle · 31 May 2026
★★★★★ 5/5
GoogleJamila Junusso was a pleasure to work with. Her professionalism and clear communication made the entire experience seamless and efficient. I would highly recommend her to anyone looking for someone reliable and skilled. Truly grateful for the experience and would happily recommend her.
Che · 16 February 2026
★★★★★ 1/5
GoogleBeen trying to sell my shared ownership home with them since the beginning of the year. After the initial engagement, they've not been very helpful, they force you to use an online estate agent of their choice, which are difficult to work with and i've had an awful experience with. They basically just list the property and do nothing else so you organise and host all viewings yourself. They also took weeks to issue the memorandum of sale wasting everyone's time.
The most disappointing part is the communication is awful, especially as you do all the work yourself. There's no way to track what's going on on their side without calling or emailing.
I've never been able to get through to them on the phone. Today I've rang them three separate times today for example and sat on hold for 30 minutes each with no one picking up (at one point today it started to ring and then put me back on hold when no one answered). This happens every time I ring their resales and staircasing team.
If you email them you're looking at a 1-2 week response window if you do get a response. It's a pity as my house is nice, was well built and I've never had a problem with it, but all these issues with selling have really soured my experience with them.
Lee · 2 April 2026
★★★★★ 1/5
TrustpilotTerrible Resales Experience
Been trying to sell my shared ownership home with them since the beginning of the year. After the initial engagement, they've not been very helpful, they force you to use an online estate agent of their choice, which are difficult to work with and i've had an awful experience with. They basically just list the property and do nothing else so you organise and host all viewings yourself. They also took weeks to issue the memorandum of sale wasting everyone's time.
Lee · 27 March 2026
★★★★★ 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.
Effy · 4 August 2024
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
TrustpilotRoad not repaired
New build houses were built on the estate, the large HGV lorries had to park on a side road whilst they waited, fine. However, this caused substantial subsidence to the road and they've basically washed their hands of it. They caused the damage and CBA to fix it. Been a good few years now. Looks like the council have given up chasing too
Kevin · 30 January 2026
★★★★★ 1/5
GoogleI live next door too one off there houses it rent but no-one been there for over 2 years want waste off good house went no one can get one try selling my house but soon look at next gone rang come out still left how can get away with it 3 year just left still thing done and no houses for people joke
Royston · 16 January 2026
★★★★★ 1/5
GoogleI have too many negative things to say about Guinness Homes and I have sent too many complaints emails to them to have the energy to put it into words here. Do not buy from them, avoid at all costs, do your research and trust what you’re reading!
Pickles · 11 August 2025
Agent replied · 10 September 2025
Dear Pickles,
Thank you for taking the time to share your feedback. We're truly sorry to hear that your experience with Guinness Homes has not met your expectations.
We’ve spoken to the sales consultant handling your case and understand that discussions are ongoing. We will continue to work closely with you to address the situation and provide a satisfactory outcome.
If there is anything further you would like to raise or if you feel there is an aspect that has not been properly acknowledged, please don’t hesitate to contact us again directly at lyonquarter@guinness.org.uk.
Thank you again for your patience.
Kind regards,
Guinness Homes
★★★★★ 1/5
TrustpilotDO NOT BUY
I have been living in my flat for 6 months now and I’ve never been so stressed in my life. DO NOT BUY from Guinness Homes. There are many defects and issues, all of which either are extremely slow to be addressed or aren’t addressed at all. This includes a fly infestation, entrance doors that is often left open due to the poor design of the latch mechanism, a 6 hour delay in action from Guinness Homes whilst a block of flats lost power due to extreme flooding - leaving the residents reliant on public emergency services instead, in complete darkness, with no where safe to sleep, and with water damaged properties, and multiple more instances of issues raised and not addressed in an appropriate manner. Makes being a renter for the rest of my life look appealing!
N/A · 23 June 2025
★★★★★ 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.
Joe · 3 October 2024
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
TrustpilotDo NOT buy!!
Do NOT buy!!! Moving in was the biggest mistake. Guinness homes have made living here feel like a nightmare. Since moving in January there has been nothing but problems, our block has had a severe flood, raw sewage left untreated on the ground floor, mould, severe fly and cockroach infestations, all neglected by Guinness. Members of staff have been abusive, unhelpful and untruthful. Do not buy!!!!
Eleanor · 24 August 2025
★★★★★ 1/5
TrustpilotLet’s tenants run riot & make it a…
Let’s tenants run riot & make it a living hell for their long suffering neighbours.
Laura · 21 September 2026
★★★★★ 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.
Chris · 5 April 2024
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
TrustpilotShared Ownership Aborted Purchase
At the end of May 2026 I reluctantly pulled out the house purchase which had been ongoing since I first put the offer in, in November 2025.
NPH · 6 June 2026
★★★★★ 1/5
Trustpilot1 star is too much but unfortunately…
1 star is too much but unfortunately its the lowest I can do.
Ann · 9 August 2026
★★★★★ 5/5
GoogleHad a fantastic viewing experience with Veselina and Hellyn. Very professional and took time and care showing me the apartments available.
Adam · 2 April 2026
★★★★★ 1/5
TrustpilotBad Bad Not Good
I have been trying to sell my mothers shared ownership flat for 13 months so far, their (Guinness) process is so littered with misinformation and incompetence it defies belief.
Misterdog · 6 November 2025
★★★★★ 5/5
TrustpilotGood review
I had a repair done today, all day repair.
Charlotte · 21 April 2026
★★★★★ 1/5
TrustpilotDO NOT BOTHER!5 months of complaining…
DO NOT BOTHER!5 months of complaining going back and forward, this company don't deserve even a star! The customer's response was shocking, with no aftercare and unprofessional behavior. They should not be fined for their bad behavior!
Lidia · 14 July 2025
★★★★★ 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
Luigi · 5 July 2024
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
TrustpilotGuinness Gaslighting Trust Pilot and…
Guinness Gaslighting Trust Pilot and the public by asking me to contact them which I have on numerous times as included in the review of 5.5.25.
Justice · 8 May 2025
★★★★★ 1/5
Trustpilot06/03/25
06/03/25 - How on earth have this company got 2.5 stars when 100% of the 3 reviews people have given left a scathing review and only 1 star?
Mr · 7 March 2025
Where the same review appears twice we show it once. We leave out reviews that name another agent or another of the brand's offices.
