Customer area
Our Customer Area – your space for everything to do with living in your home. From repairs and rent to general information and updates, it’s all in one easy place – simple, helpful and built around you.
Information for customers
Here you will find information and advice about living in your home and the services we provide.
Contacting us
You can contact us if you need help with anything about your home.
You can contact us to:
We have friendly staff who look after different parts of your service.
- Housing Officers: Your main contact. They help with your tenancy, rent, visits, and any worries about your home or neighbours.
- Property Services Team: Look after buildings, repairs, and safety checks.
- Finance and Benefit Officers: Help with rent, housing benefit, or bill queries.
- Financial Inclusion Officer: Helps with money, budgeting, and debt advice.
- Complaints Team: Listens to your concerns and helps put things right.
Living in your home
We will:
- Keep your home safe and well maintained.
- Treat you with respect.
- Listen when you tell us something.
- Help you live well in your home.
You can help by:
Looking after your home
- Keep it clean and tidy.
- Report things that break or stop working.
- Let staff in for safety checks and repairs.
Being a good neighbour
- Be kind and respectful.
- Keep noise down, especially at night.
Paying rent
- Pay your rent on time
- Tell us if you have money worries so we can help.
Working with your support provider
- Stay in touch and engage with your support staff.
- If you are unhappy with your support, tell us – we will listen.
Staying safe
- Tell us about anything dangerous.
- Keep fire exits clear.
Moving out
- Give 4 weeks’ notice in writing.
- Leave your home clean and hand back your keys. If you need help, ask your Housing Officer or Support Worker.
Keeping safe (Safeguarding and ASB)
Everyone has the right to feel safe and respected in their home.
Safeguarding means protecting people from abuse or neglect. If you ever feel unsafe, please tell us straight away.
Anti-social behaviour (ASB) means things that upset or harm others, like shouting, threats, or damage.
You can:
- Tell your Housing Officer
- Use our online form
- Call 999 in an emergency
- Call 101 for the police if it’s not urgent
We will listen, take your concern seriously, and explain what happens next.
Get involved and have your say
Your voice matters. Your experience helps shape how we work and improve.
There are lots of ways to take part, you can:
- Take part in customer groups, surveys or meetings
- Share your ideas, feedback and experiences
- Join scrutiny or service review panels
- Help test and review our customer communications
We will show what’s changed because of your feedback in our “You Said, We Did” in our newsletters and annual reports.
How can we help?
The following sections will help you to understand your home. If you're not sure, then please just get in touch...
Customer area
Our Customer Area – your space for everything to do with living in your home. From repairs and rent to general information and updates, it’s all in one easy place – simple, helpful and built around you.
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 are we doing
A regular update on our services, performance and the changes we are making At Portus Supported Housing, we want to be open about the service we provide, how we are performing and how customer feedback is helping us improve.
Housing Officers
Our Housing Officers are here to support you throughout your time with Portus Supported Housing. Through regular home visits and day-to-day contact, they help customers maintain their tenancy, live independently and get the most from their home. Whether you have a question, need advice or need help with a housing-related issue, our Housing Officers are here to help. Meet the team below.
STAIRS
At Portus Supported Housing, we want customers to be able to access clear information about their home, our services and how we make decisions.
Damp and Mould
At Portus Supported Housing, we want every customer to live in a safe, warm, and healthy home. Damp, mould and biofilm can affect your comfort and wellbeing. Here we explain what these issues are, how to report them and how we will work with you to put things right.
