Complaints, Compliments and Feedback
We value what you have to say. Whether you want to tell us we’ve done something well, suggest an improvement, or raise a concern, your feedback helps us make our services better for everyone.
How to make a Complaint or Compliment
At Portus Supported Housing, we aim to provide the best service possible. If something goes wrong, we want to put it right quickly and fairly – and if something goes well, we’d love to hear that too. Every piece of feedback helps us learn, improve and celebrate what works.
You can contact us in any way that works best for you, including:
- Phone: 0161 786 6000 (option 6) from 9am to 5pm (Monday to Friday)
- Text or WhatsApp: 07525 277 308
- Email: complaints@portus-sh.org.uk
- Online: Fill in our complaints form
- In writing: Portus Supported Housing, Ground Floor, Elm Court, M60 Office Park, Wynne Avenue, Swinton, Manchester M27 8FF
- In person: Speak to your Housing Officer or any member of staff
If we are unable to resolve the problem there and then, we will do a full investigation and get back to you within five working days. Our complaints policy and procedure. Our Complaints Policy and Procedure explains how we handle complaints, how long it takes and what to do if you are not happy with our response.
Our complaints policy and procedure
Our Complaints Policy and Procedure explains how we handle complaints, how long it takes and what to do if you are not happy with our response.
What happens when you make a complaint
Acknowledgement - within five working days
When you make a complaint, our Customer Experience Team will:
- Within five working days, phone you or contact you by your preferred method of contact to confirm the details of your complaint and the outcome you are hoping for.
- Let you know how long it’s likely to take to resolve
- Provide you with a point of contact for any questions you might have.
- Log your complaint formally at Stage 1.
Stage 1 - Investigation and response - within 10 working days
Once your complaint has been investigated, we will contact you regarding our findings. Details will be provided on the outcome of your complaint as well as sharing a response letter detailing the investigation.
This could include:
- Finishing any outstanding work
- Putting things right or improving how we do things
- Providing further staff training and development
- Offering a remedy or compensation, if appropriate
We hope to resolve all Stage 1 complaints within 10 working days from the date we acknowledge your complaint. If we are unable to speak to you over the phone, we will contact you via email or post with the outcome letter.
Stage 2 - Review - within 20 working days
If you are unhappy with our response to your complaint, you can ask for a Stage 2 review.
A senior manager, who wasn’t involved in the first investigation will review:
- Whether we followed our policies and procedures
- If we were fair and thorough
- Whether our decision and actions were reasonable and sufficient
- What lessons we can learn
We will let you know the outcome within 20 working days of acknowledging your Stage 2 complaint.
Complaints and Compliments Form
We assure you that your communication will be treated with the utmost confidence. Your information will NOT be shared with any third party and we will only contact you in regard to your specific request.
If you are still unhappy
If you are unhappy with our final decision, you can contact the Housing Ombudsman Service to review your complaint. They are independent and free to use.
Visit the Housing Ombudsman website
Phone: 0300 111 3000
Write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
Complaint Handling Code Self-assessment and Annual Report
The Housing Ombudsman’s Complaint Handling Code sets the standards all social landlords must meet. It provides clear guidance about how housing providers like Portus Supported Housing, should deal with customer complaints.
Read the Housing Ombudsman's Complaint Handling Code.
We complete a self-assessment each year to look at the ways we meet the Code and to understand what we are doing well and where we can improve.
Read our self assessment here.
Who is responsible for complaints?
Sophie Hayward, Customer Director, is our senior lead accountable for complaint handling. It is her responsibility to assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.
Member responsible for complaints (MRC)
Our members responsible for complaints (MRC) are Susan Smyth and Cherry Dunk, non-executive members of Portus Supported Housing Board. Their role is to champion a positive complaint handling culture and seek assurance that complaints are handled in accordance with the Housing Ombudsman’s Complaint Handling Code.
The MRC reviews complaints performance every quarter and attends quarterly complaints meetings to ensure there is a strong Board oversight and accountability.
Through this work, the MRC makes sure that:
- Complaints are managed consistently and adequately
- Tenants' voices are heard and acted on
- Learning from complaints drives real service improvements
Learning from complaints
Every complaint helps us get better so that we can provide the best service possible to our customers. You can find out about how we are performing and how your feedback helps to shape our services here: (To be shared when available)
Need help to make a complaint?
If you would like support to make a complaint or need this information in a different format, contact us on 0161 786 6000 (option 6) or email complaints@portus-sh.org.uk.