Welcome to the Support Provider Area – your hub for resources and updates. Here you’ll find everything you need to work closely with us to deliver great services and support for our customers. It’s all about partnership, shared purpose and making a positive difference together.
Working in Partnership with our Care and Support Providers
At Portus Supported Housing, we’re proud to work alongside a network of dedicated Care and Support Providers who help us deliver safe, high-quality homes and life-changing support for our tenants.
We believe that when housing and support work hand in hand, people thrive.
This page explains how we work together, what’s expected from everyone involved, and how Care and Support Providers can have their say in shaping our services.
Care and Support Providers Contacts - How to effectively engage with us
Portus Supported Housing is your main point of contact for all housing and tenancy matters.
- Day-to-day housing queries: Use your named Housing Officer contact, or you can contact the Housing Team on: 0161 786 6000
- Repairs & property issues: Report to Portus Supported Housing as soon as possible, with photos where helpful to 0161 786 6000
- Safeguarding concerns: Follow your safeguarding procedure and notify your Housing Officer or the Regional Housing Manager without delay where housing/tenancy may be affected.
Your responsibilities:
- Use the agreed contact channels and respond promptly to Portus communications.
- Keep Portus updated on incidents, risks, hospital admissions, absences or changes that may impact the property or tenancy.
- Ensure Health and Safety and Fire Safety checks are completed and stored correctly for easy access.
- Maintain concise, accurate records and share relevant information lawfully and promptly.
- Ensure that any new applicants go through the Portus application process and procedure.
- Ensure tenants receive the correct care and support, and if their needs change, notify us.
How we work with Care and Support Providers - Responsibility Split
Clarity prevents confusion. Below is a breakdown of who does what.
Portus Supported Housing (Housing Association) is responsible for:
- Managing tenancies and housing compliance.
- Maintaining safe, compliant homes and arranging repairs with contractors/landlords.
- Setting housing policies/procedures and keeping you informed of changes.
- Communicating clearly and tracking progress on housing issues.
Care and Support Providers are responsible for:
- Delivering day-to-day care and support to tenants.
- Supporting tenants to understand and uphold their tenancy responsibilities (e.g. access for repairs, being a good neighbour).
- Promptly reporting repairs, risks, safeguarding concerns and environmental health issues to Portus Supported Housing.
- Working collaboratively with Portus Supported Housing to sustain safe, stable tenancies.
What this means in practice:
- Repairs are raised to Portus Supported Housing - Care and Support Providers help with access and practical arrangements.
- Portus Supported Housing leads rent/arrears or tenancy breaches - Care and Support Providers help with early warnings and engagement.
- Safeguarding is multi-agency - Care and Support Providers follow their safeguarding policy and inform Portus where housing/tenancy is affected.
Guidelines on Care and Support Providers Responsibilities
To keep standards consistent and tenants safe, Care and Support Providers are expected to:
- Communicate well: Keep regular contact with Portus, acknowledge messages and share key updates promptly.
- Support tenancy sustainment: Encourage independence, explain tenancy rights/responsibilities, and help tenants prepare for contractor visits and inspections.
- Report property issues early: Log repairs quickly, include risk/priority details and escalate if circumstances worsen.
- Safeguard proactively: Act immediately on concerns and notify Portus Supported Housing where the home or tenancy is impacted (e.g. self-neglect affecting habitability).
- Maintain records: Keep brief, accurate notes of incidents, repairs raised, access attempts and outcomes.
- Attend reviews/visits: Join property inspections, tenancy reviews and case meetings when requested.
- Promote safety & compliance: Support fire safety, cleanliness, waste management and reasonable property standards.
- Work collaboratively: Share best practices, raise risks early and help implement agreed action plans.
Having your Say - How Care and Support Providers can get Involved
We value your expertise. There are several ways to influence how we work:
- Care and Support Providers Forums & Roundtables: Regular sessions to discuss performance, challenges and improvements.
- Surveys & Quick Polls: Short feedback loops on policies, service standards and contractor performance.
- Co-production Groups: Help shape guidance, templates and training materials.
- Sharing Success: Tell us about what’s working well so we can spread best practices.
Your responsibilities:
- Take part in forums/surveys where you can.
- Share constructive feedback and ideas for improvement.
- Collaborate with Portus to trial and review service improvements.
Working Together for Better Homes and Better Lives
Thank you for your partnership. By combining your support expertise with Portus Supported Housing’s responsibilities, we can provide stable homes and positive outcomes for every tenant.