Our performance

This report explains how Portsmouth Homes handled complaints and compliments between April 2024 and March 2025, what we’ve learned, and the steps we’re taking to improve our services for residents.

View the full annual report.

We have assessed ourselves against the Housing Ombudsman’s complaint handling code, view our self-assessment form.

Our Complaints Lead will seek to act upon the areas identified for improvement, ensuring that learning from complaints leads to better resident outcomes.

This report from the Housing Ombudsman shows how Portsmouth City Council performed as a landlord from April 2024 to March 2025, including how complaints were handled and how our results compare to national standards.

View the full report.

Visit the Housing Ombudsman decisions page to see rulings on housing complaints, and use the search box to find cases involving Portsmouth City Council.

Councillor Darren Sanders, Cabinet Member for Housing & Tackling Homelessness, has provided the following statement to the Housing Ombudsman on 10 November 2025:

“Following previous correspondence, I can confirm that the Landlord Complaints Annual Report, the revised Complaints Policy, and the Self-Assessment were presented to me as the Cabinet Member for Housing and Tackling Homelessness at the cabinet meeting on the 7th November 2025.

The Assistant Director of Housing delivered the requested documentation, which was duly noted. I am content with the information provided by these documents and note the work to continue from complaints to improve the service overall.”