The National Housing Ombudsman found the Guinness Partnership, a large social housing landlord, with around 5,500 properties in Milton Keynes, was at fault in responding to complaints by residents of Grange Farm.

Local Councillor Zoe Nolan worked with local residents to challenge the poor response by Guinness Partnership. Cllr Nolan has now met with their Chief Executive, Catriona Simons, to seek further assurances over the service the Partnership provides.

Cllr Zoe Nolan said: “I told her in some detail about from the long running complaints which the residents of Grange Farm had suffered and how this had spanned more than four years from the point I became involved. I highlighted opportunities for action to be taken which I thought had been missed. I outlined the other complaints from residents especially the way people felt about how they are treated and the long periods of time that many of them spent trying to get things resolved.”

Cllr Zoe Nolan (R) with Guinness Partnership Chief Executive, Catriona Simons.
Cllr Zoe Nolan (R) with Guinness Partnership Chief Executive, Catriona Simons.

Cllr Nolan added: “She told me she was very sorry about the bad experiences. She did seem genuinely sorry. She did not recognise her organisation, Guinness Partnership, from what I had told her. She said it was completely against everything she wanted Guinness Partnership to be and she did not want it to be like this for residents. She could see that things were not right and I have been told that changes have been made especially to communications. She had visited Grange Farm and spoke with the Guinness Partnership teams who now manage communication with residents in order to see for herself how that was going.”

Cllr Nolan concluded:“She promised she will follow up each case I raised and write separately to residents about action that has been taken and this would be monitored by senior members of her Customer Services team. I hope this will work and that we will now see residents treated with respect. I was pleased that the Guinness Chief Executive has responded positively to the local problems on Grange Farm. I will continue to work with residents to ensure the Guinness Partnership deliver on their promises.”

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