Compliments and complaints | Islington and Shoreditch Housing Association (ISHA)

Compliments, comments and complaints

We love to hear when we've done a good job, but we also know that we sometimes get things wrong. We welcome all feedback, good and bad, so that we can learn and improve our services.

Make our day — Pay us a compliment

If you’re happy with a service you’ve received, make our day and share your experience with us at isha_info@isha.co.uk. We'll pass your feedback to the relevant teams and let colleagues know where they've done a good job.

Complaints

Depending on what you want to make a complaint about, there are two different processes. One is for a data protection complaint, the other is for anything else.

However you make a complaint, we'll make sure it gets to the right team.

Putting things right

If you are less happy with a service you’ve received, please tell us, and we will do our best to put things right. We will use your feedback to improve, so you have a better experience next time.

Service request or complaint?

A ‘service request’ is a request requiring action to be taken. If it’s the first time you’ve let us know that we need to do something for you, it is a service request. We will let you know what we will do and when, and we will do our best to resolve your concern. Service requests are not complaints.

A complaint is “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by ISHA, our staff, or those acting on our behalf, affecting an individual resident or group of residents.” If we don’t get your service request right, or you have had to raise it with us more than once, or our service has been poor, you can raise a service complaint.

Make a complaint

We have a clear complaints policy (PDF, 759kb) , which outlines your rights and what you can expect from us if you are making a complaint about a service we provide, our actions (or lack of action), our staff or contractors.

Data protection complaints

The process for making a complaint about a data protection issue is different to other complaints.

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Make a data protection complaint

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Complain about a service you have received

What is a data protection complaint?

A ‘data protection complaint’ is a complaint about how personal data has been handled. This includes concerns about how personal data has been collected, used, shared, stored, or protected. These complaints are dealt with under our data protection complaints reporting procedure. This is separate to our usual complaints procedure (where you've been let down by poor service).

What if my complaint covers multiple areas?

When making a complaint, try to think about the main issue you want us to investigate — if it relates to a service, contact the Complaints Team. If it's about your data, send your complaint to the Data Protection Team.

If your complaint covers multiple areas, e.g. If it is about a service we provide AND it relates to how we have handled your personal, both teams will investigate your complaint.

Complaints about service

Data protection complaints

Managed behaviour