Portsmouth City Council — case 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. 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. Click or tap here to enter text. Complaint The handling of the complaint Finding Choose an item. Click or tap here to enter text. Click or tap here to enter text. Learning What did you identify of learning. Knowledge information management (record keeping) Recording keeping issues Communication Was the overall communication good?