This policy explains how Portsmouth Homes handles complaints about its landlord services fairly, consistently and in line with the Housing Ombudsman Complaint Handling Code. It sets out who can make a complaint, how complaints can be raised, how they are investigated and the timescales for responding.
We aim to resolve concerns as quickly as possible and learn from feedback to improve our services. If you are unhappy with a decision, you can ask for your complaint to be reviewed through our two-stage complaints process. Complaints can be made in a range of ways, and support and reasonable adjustments are available where needed.
For full details on how complaints are handled, response times, outcomes and external review options, read the full policy or the quick guide.