Help!! Shared Ownership Nightmare

AdyGinge_01

Hello, I do hope that someone can help me, as I am at my wits end.

In August 2023 my mum died from a short battle with lung cancer. She owned 25% share of a property. The other 75% is owned by the Guinness Partnership. This involved my mum and her late husband paying a rent to the Guinness Partnership monthly.
We as a family decided to sell my mum's share of the property at auction. This was sold early February 2024.
During the process afterwards we could not find a copy of a Lease between my late mum, her husband and the Guinness Partnership. The Guinness Partnership did not have a copy, and Land Registry did not have a copy on record either. This is when communication between The Guinness Partnership and myself disappeared. I was emailing them weekly for updates, as I was worried that our buyer would pull out with the delays that were happening.I went through one complaint process and they said that the communication would improve.  They didn't.
Eventually we had exhausted every avenue of finding this lease, so the Guinness Partnership asked us to pay for a new lease. They sent all the details and the costs over. I felt that I had no option, and at that point I just wanted to get rid of the house. It had been such a painful experience, with seemingly no empathy shown by them through this very difficult time.
I did however complain a second time when the communication had disappeared again. This was January 2025, so as you can see a lot of time had passed. During this complaints process I was informed that the Guinness Partnership would be paying for the new lease. The resales team had never informed me of this, and had never been given that as an option. 
Since that time there has been no lease, which of course means no completion.
I understand that it is a complex case, and unusual that there isn't an original copy of a lease anywhere, but I feel that the whole process has been mismanaged by the Guinness Partnership.
Since this, we have had two buyers pull out of sales - the most recent one being today - stating that their experience with The Guinness Partnership was the reason they didn't want the property moving forward.
The toll this has taken on me cannot be understated. The stress of having to chase everything for an update, the thought that the buyer could pull out at any point, the costs still spiralling - gas, electric, council tax (as it's been so long we are now paying 200% charge, and of course during all this, we are still accruing rental charges for the Guinness Partnership themselves.I have told them on phone calls, in emails, that my mental wellbeing has been affected, not just me though, my family have felt the burden aswell, I now look after my younger brother who has Down Syndrome, and have done since the passing of my mum. They don't seem to care. 
I don't know what you can do, but I don't know what to do. They won't answer me, I just want this nightmare to end. There doesn't seem to be any accountability.
I have written to the housing ombudsman, but as yet I have heard nothing. 
I really do hope that you can help in some way, anything at all. As I say, I feel trapped, with no idea of who can help me. How can this be right? It feels like a weight around our necks, with no chance to move on. Does anyone know what I can do, because I feel that it will just keep happening.

mebu60

What has your conveyancing solicitor done in this regard?

AdyGinge_01

They have chased them constantly. Even their solicitors are extremely slow to respond. I have asked my slicitor is there anything that we can do, but they say no.

ResourcesShared

So sorry to hear what you're going through. It sounds extremely stressful, particularly given your loss.

I hope the Housing Ombudsman will be able to help. You could also try contacting the Leasehold Advisory Service to see if they can offer any advice -https://www.lease-advice.org

Assuming the property is outside London, and was grant-funded and/or delivered under an Affordable Homes programme, you could let Homes England know about the problems you are facing and see if the agency can do anything to assist - e: sharedownership@homesengland.gov.uk | https://www.gov.uk/government/organisations/homes-england/about/access-and-opening

You could try writing to the Guinness Partnership CEO and/or Chair to explain the problems you have experienced, and ask them to intervene - https://www.guinnesspartnership.com/about-us/who-we-are/executive-team/

You could try involving your local MP.

If the situation is affecting your health, you could speak to your GP, and update your HA and the Housing Ombudsman accordingly.

You might want to talk to a journalist.

Hope this is of some assistance.

AdyGinge_01

Thankyou very much for the information. This is very helpful.

Thanks