ISHA logo
Service request or complaint.

Putting things right

If you are unhappy with service you’ve received, please get in touch 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.

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

What is a service complaint?

A complaint is an expression of dissatisfaction about the standard of service, actions or lack of action by ISHA, our staff, or those acting on our behalf. It can affect an individual resident or a group of residents.

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. Service requests are not complaints.

We have a clear complaints policy, which outlines your rights and what you can expect from us if you are making a complaint about a service.

Data protection complaints

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

Making a complaint about a service

ISHA's complaints policy

download.svg Download our complaints policy (PDF, 777kb)

Part of the first page of ISHA's complaints policy.

0300 131 7300
We're open from 9am - 5pm, Monday to Friday (excluding public holidays).

Use the online complaints form Opens in a new window/tab. to make your complaint.

Download and print our complaints form (PDF, 937kb).
You can either email your completed form to us, post it to us or drop it into the office.

Our address is 102 Blackstock Road, London, N4 2DR.
We're open from 9am - 5pm, Monday to Friday (excluding public holidays).

Address your complaint to:

Complaints Team, ISHA, 102 Blackstock Road, London N4 2DR.

ISHA complaints policy – Easy read

This is a short and easy version of our full complaints policy (PDF, 759kb) Opens in a new window/tab. for non-data protection related complaints.

A complaint is when you are unhappy about something, like:

  • a service we did or didn't provide
  • something a staff member or contractor did or didn't do.

You can complain even if you don’t use the word "complaint".

  • Anyone who lives in an ISHA home.
  • Anyone who uses our services.
  • Someone can complain for you if you ask them to.
    (This could be a family member, support worker, or friend.)

You can tell us you are unhappy in different ways:

We can help if you need support to complain.

Stage 1 – First look

  • We will let you know we have your complaint within five working days.
  • We will try to answer your complaint within 10 working days.
  • If we need more time, we will tell you.

Stage 2 – Final look

  • If you are still not happy, ask us to look again.
  • A different person will check your complaint.
  • You will get an answer in 20 working days.

You can contact the Housing Ombudsman.

They are independent and will look at your complaint.

We will:

  • help you complain
  • make reasonable adjustments if needed
  • let someone speak for you (with your permission).

ISHA Complaints policy – Easy read (PDF, 111kb) Opens in a new window/tab.

What happens when I complain?

You can expect us to follow our full complaints policy (PDF, 759kb) Opens in a new window/tab. and:

  • acknowledge your complaint within five working days of receiving it
  • investigate and provide a formal response within 10 working days of the acknowledgement
  • nominate a designated complaint handler to keep in contact with you until your complaint has been resolved.

Housing Ombudsman Service 

You can expect us to be held accountable.

We're a member of the Housing Ombudsman Service (HOS), which is set up by law to look at complaints about registered housing organisations and provide an independent and impartial service to resolve disputes.

We use their definition of a complaint, and our policy complies with the statutory Complaint Handling Code.

Learning from service complaints

You can expect us to learn from our mistakes.

We view every complaint as an opportunity to learn and improve. We use information from our complaints and their outcomes for reporting and analysis, and to help us improve our services.

Complaint reporting

We comply with the Housing Ombudsman's Statutory Complaint Handling Code and in line with reporting requirements, we have published our self-assessment against the code, our Annual Complaints Performance and Service Improvement Report, and the Board's response.

Our Annual Complaints Performance and Service Report, our Board's response, and our self-assessment submission area available on our publications page.

Managed behaviour

See our managed behaviour policy for information about what is unacceptable or unreasonable behaviour when making a complaint.