Independent · not part of Portus Supported Housing
Portus Supported Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Portus Supported Housing: the repairs phone number and emergency line, reporting a repair online, and how long Portus has to fix it. Portus’s own target for routine repairs is 7 to 28 days.
Other names: Bespoke Supportive Tenancies, Bespoke Supportive Tenancies Ltd, BeST, Westmoreland Supported Housing
By Ben Miller, housing disrepair specialistChecked 9 October 2026 · How we checkSource: portus-sh.org.uk
Has Portus Supported Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Portus’s repair contactsFree to check · About 2 minutes
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Portus’s emergency line is here.
How to report
Reporting a repair to Portus Supported Housing
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Portus misses its own target, complain. You may also be able to claim.
- Staff or support workerYou can report damp and mould in person to a member of staff or your support worker.
Emergency repairs
When to call Portus straight away
Phone Portus straight away if anything puts someone in danger or leaves your home unsafe. Monday to Friday, 9am to 5pm for all repairs. Outside these hours, the same number takes emergency repairs only. The number is in Portus’s repair contacts.
- 01No heating or hot water
- 02A serious leak or flood
- 03No power
- 04A broken door or window that cannot be locked
- 05A fire or smoke alarm not working
What counts as an emergency, from portus-sh.org.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Portus.
Timescales
How long Portus Supported Housing has to fix it
Portus’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Portus’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursResponded to as quickly as possible, within 24 hours. | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 7 to 28 daysNon-urgent jobs. | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Reports are triaged under Awaab’s Law: emergency hazards are inspected within 24 hours with a written summary within 4 days; significant hazards are inspected within 7 days with a written summary within 14 days. | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from portus-sh.org.uk and Portus’s damp and mould page, checked 9 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 7 to 28 days ago? That’s past Portus’s own target. You could claim compensation.
Start your claimYour options
If Portus Supported Housing doesn’t fix it: your options
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Portus for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Portus
This can get Portus to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Portus to put things right.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Portus
Every social landlord has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Portus
Acknowledged within 5 working days, with a reply aimed for within 10 working days of that.
- Stage 2
Ask for a review
Reviewed by a senior manager, with the outcome within 20 working days of acknowledging the escalation.
- Then
Housing Ombudsman
Independent. It can order Portus to put things right.
Portus’s record
How Portus Supported Housing performs on repairs
of Portus tenants were satisfied with the repairs service in 2024/25.
Contacts
Portus Supported Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Portus Supported Housing repairs: questions
What is Portus Supported Housing’s repairs number?
0161 786 6000. Monday to Friday, 9am to 5pm for all repairs. Outside these hours, the same number takes emergency repairs only.
What is Portus Supported Housing’s emergency or out of hours repairs number?
0161 786 6000 (Repairs line). Monday to Friday, 9am to 5pm for all repairs. Outside these hours, the same number takes emergency repairs only.
Can I report a repair to Portus Supported Housing online?
Yes, at portus-sh.org.uk/report-a-repair-form. Online form for non-emergency repairs only.
How long does Portus Supported Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 7 to 28 days (routine). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Portus Supported Housing tenants?
Since 27 October 2025, Portus must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Portus’s own damp and mould commitment: Reports are triaged under Awaab’s Law: emergency hazards are inspected within 24 hours with a written summary within 4 days; significant hazards are inspected within 7 days with a written summary within 14 days.
How do I complain about a repair to Portus Supported Housing?
Complain to Portus first, online, by email (complaints@portus-sh.org.uk) or by phone on 0161 786 6000. Acknowledged within 5 working days, with a reply aimed for within 10 working days of that. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Portus Supported Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Portus Supported Housing for you. It’s free to check.
Start your claimIs Report Repair part of Portus Supported Housing?
No. Report Repair is independent and not part of Portus Supported Housing or any council or housing association. We show Portus’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Portus has to fix, by problem
Not Portus?
Other landlords across England
- Abbeyfield Living Society repairsHousing association
- Anchor repairsHousing association
- Metropolitan Thames Valley Housing repairsHousing association
- Orbit repairsHousing association
- Places for People repairsHousing association
- Salvation Army Homes repairsHousing association
- Sanctuary Housing repairsHousing association
- The Guinness Partnership repairsHousing association
Reported a repair to Portus Supported Housing and still waiting?
About 2 minutes. No documents. Free to check.