Feedback, service requests and complaints

Make our day!

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.

Good or bad, let us know

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.

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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.

To raise a new service request, see the contact us page for how to get in touch with the different teams at ISHA.

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 service complaints (e.g. anything else).

What is a service complaint?

A service 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.

We have a clear complaints policy (PDF, 759kb) , which outlines your rights and what you can expect from us when making a complaint about a service.

Data protection complaints

The process for making a complaint about a data protection issue is different to other complaints. This is because data protection complaints are governed by data protection law and regulated by the Information Commissioner's Office (ICO) .

A ‘data protection complaint’ is about how your personal data has been handled. This includes concerns about how personal data has been collected, used, shared, stored, or protected.

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, it's a service complaints, if it's about data, it's a data protection complaint.

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 data, both teams will investigate your complaint.

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

We understand that residents may feel frustrated or upset at times. But when behaviour becomes abusive or places unreasonable pressure on our staff or services, we may take steps to manage it through our managed behaviour policy. This includes applying the policy to complaints.

Our managed behaviour policy helps protect our staff’s wellbeing from unacceptable or unreasonable behaviour and ensures we can still provide support to all residents.