You may wish to complain about any matter relating to PRHA, its contractors, staff or board members, including:
- The quality of service provided
- The behaviour or actions taken
- Failure to fulfil our legal obligations
- Failure to provide a service in line with our policies or service standards
- Dissatisfaction with a decision that PRHA has made.
You can make a complaint:
- In person to any member of the team or board member
- By completing the online complaints form below
- By telephone by calling 02392 754791
- By writing to us at PRHA, 2A Ruskin Road, Portsmouth, PO4 8RQ
- By sending us an appropriate email to enquiries@prha.co.uk
PRHA has a 2 stage complaints process, enabling a review of the initial complaint and an additional review should the first review not provide satisfaction to the complainant. Each stage aims for resolve through communication, investigation and the provision of a written response within 10 working days of complaints/requests.
We aim to provide high quality services by continually looking for new ways to improve. We welcome the opportunity to resolve any complaints as a means of learning from them.
It will help us to respond to your complaint if you can tell us:
- What you think has gone wrong and what you would like us to do about it
- Details of any previous contact or correspondence with us about your complaint
- A daytime telephone number
- Your name, address and postcode to which we should send a reply.
As a registered social landlord PRHA is a member of the Housing Ombudsman Scheme designed to protect the interests of residents and improve landlord handling of complaints.
You can contact the Housing Ombudsman directly in the following ways:
Email: info@housing-ombudsman.org.uk
Phone: 0300 111 3000
Post a letter to:
Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Maria Jewitt is PRHA’s Member Responsible for Complaints (MRC). Maria’s role is to champion a positive complaints handling culture at PRHA.
You can see copies of our Complaints Policy, Complaints Review and Complaints Handling Code Self Assessment below:
