Complaints and Praise

At the Portland Housing Authority (PHA), we are committed to providing safe, affordable housing and responsive service.  We value hearing from the community - not only when something needs attention but also when something is going well. 

If you've had a positive experience with our housing programs, staff, maintenance team, or development work across the City, we invite you to share it with us.  Your feedback helps us recognize exceptional service and understand the positive impact PHA's housing and redevelopment efforts have on residents, neighbors, and the Greater Portland Community. 

When concerns do arise we encourage people to first try to resolve them directly with their Property Manager, Resident Services Coordinator (RSC), or Housing Officer whenever possible. Many issues—such as maintenance, noise, parking, paperwork or communication problems—can often be quickly addressed in this manner.

If the concern remains unresolved, or if it involves serious issues such as discrimination, fraud, safety, Fair Housing, or Violence Against Women Act (VAWA) protections, a formal complaint can be submitted using this form. You may also submit a complaint on behalf of another resident or community member if you have direct knowledge of the issue.

Feedback Submission Form

  2. Please answer the questions below to help us send your feedback to the right department.

    This form can be submitted anonymously but if you do not provide contact information, we will not be able to follow up with you for additional information or to provide you with updates. 

    If your feedback is negative and you share your contact information, PHA will make every effort to maintain your privacy and ensure there is no retaliation for sharing your complaints.

  4. If known, who is the Head of Household (Primary name on the Lease or Voucher) related to this feedback?

  5. As the person sharing this praise or making this complaint, we may want to follow up with you for more details or to share additional information.

    If you do provide your contact information, it will only be used for follow up as it relates to your feedback.

  7. What is your Unit Address?

  8. What is the best way to contact you? Please share your email address, phone number, or other contact information. 

  10. Please share the details of your feedback.

    Who is this about? What did or did not happen? When and where did it occur? Was anyone else involved or witness it? How did it affect you or others?

    If you run out of space additional information can be sent to complaints@porthouse.org.

  12. Please describe what actions you would like the organization to take to resolve your complaint or highlight your praise.  While we may not be able to take the specific actions you request, it is helpful to know what you would like to happen.  Please be as specific as possible.  

  14. Please Confirm*

    I affirm that the information provided is true to the best of my knowledge. I also understand that the information I provided will be reviewed and shared by the Portland Housing Authority in accordance with HUD and PHA policies. 

    If I provided a name, address, or any other contact information, I understand that PHA may contact me or the resident(s) at a listed address to follow up on my concern or praise and may cite the information submitted in this form when investigating this concern or sharing this praise while maintaining my privacy. 

  16. Electronic Signature Agreement

    By checking the "I agree" box below, you agree and acknowledge that 1) your form will not be signed in the sense of a traditional paper document, 2) by signing in this alternate manner, you authorize your electronic signature to be valid and binding upon you to the same force and effect as a handwritten signature, and 3) you may still be required to provide a traditional signature at a later date.

    19. Leave This Blank:

  21. This field is not part of the form submission.

Complaints and Praise can be submitted:

  • Online: by completing the above form
  • By email: complaints@porthouse.org
  • By phone or in person with PHA staff during normal business hours

If your concern relates to a HUD-funded program and you believe your rights under federal law have been violated, you may also contact:

U.S. Department of Housing and Urban Development (HUD)
Office of Fair Housing and Equal Opportunity (FHEO)
451 7th Street SW, Washington, DC 20410
Phone: 1-800-669-9777
TTY: 1-800-927-9275
Online: https://www.hud.gov/fairhousing

If you feel your complaints or praise  should be brought to the attention of our Board of Commissioners, please email Chair@porthouse.org. 

Information sent related to a Praise will be shared internally to highlight great work and may be featured in staff meetings, newsletters, or reports to celebrate community impact. Examples of things related to a Praise:

  • A staff member provided outstanding assistance or went above and beyond
  • A positive maintenance or service experience
  • A resident or neighbor contributed positively to the community
  • Positive outcomes from new housing developments or City partnership projects
  • General Feedback about how PHA programs or redevelopment work have made a difference for you, your family, or your neighborhood. 

What to Expect After Submitting a Complaint:

  1. Acknowledgment: You will receive confirmation that your complaint has been received—typically within five business days.
  2. Review: Complaints are first reviewed by the Property Manager (for Public Housing and LIHTC properties) or Housing Officer (for Voucher programs). They will determine whether additional information or investigation is needed.
  3. Referral: If your complaint involves Fair Housing, VAWA, ADA accommodation, fraud, or staff conduct, it will be referred immediately to the Compliance Department, Human Resources, or the Executive Team for review.
  4. Response: Within 30 days, PHA will issue a written response explaining any actions taken or next steps. Some cases may take longer if additional information or coordination is required.  There are times when PHA will not be able to provide details regarding our response to a complaint, but we will follow up to indicate a response has happened. 
  5. Follow-Up Options will be detailed in the response correspondence to you.
  6. Confidentiality: PHA keeps all complaint records secure and confidential in accordance with HUD, Fair Housing, and privacy regulations.
  7. Ongoing Review: The Compliance Department tracks all complaints and conducts monthly reviews to ensure timely and fair resolution.