Portsmouth City Council (202426544)

Decision
Case ID	202426544
Decision type	Choose an item.
Landlord	Portsmouth City Council
Landlord type	Local Authority / ALMO or TMO
Occupancy	Secure Tenancy
Date	15 October 2025

Background

What the complaint is about

Our decision (determination)

We Choose an item. made orders for the landlord to put things right.

Summary of reasons

Putting things right

Where we find service failure, maladministration or severe maladministration we can make orders for the landlord to put things right. We have the discretion to make recommendations in all other cases within our jurisdiction.

Orders

Landlords must comply with our orders in the manner and timescales we specify. The landlord must provide documentary evidence of compliance with our orders by the due date set.

Order	What the landlord must do	Due date
1	Apology order The landlord must apologise Choose an item. to the resident for the failures identified in this report. The landlord must ensure: The apology is provided by Or delete as appropriate The apology is specific to the failures identified in this decision, meaningful and empathetic. It has due regard to our apologies guidance.	No later than Click or tap to enter a date.

Order

What the landlord must do

Due date

Apology order

The landlord must apologise Choose an item. to the resident for the failures identified in this report. The landlord must ensure:

The apology is provided by Or delete as appropriate
The apology is specific to the failures identified in this decision, meaningful and empathetic.
It has due regard to our apologies guidance.

No later than

Click or tap to enter a date.

Recommendations

Our recommendations are not binding, and a landlord may decide not to follow them.

Our recommendations

Our investigation

The complaint procedure

Date	What happened
6 October 2025	The resident raised their complaint on

Referral to the Ombudsman	Click or tap here to enter text.

What we found and why

The circumstances of this complaint are well known by the parties involved, so it is not necessary to detail everything that’s happened or comment on all the information we’ve reviewed. We’ve only included the key information that forms the basis of our decision of whether the landlord is responsible for maladministration.

Complaint	Click or tap here to enter text.
Finding	Choose an item.

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Complaint	The handling of the complaint
Finding	Choose an item.

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Learning

What did you identify of learning.

Knowledge information management (record keeping)

Recording keeping issues

Communication

Was the overall communication good?