Customer Feedback

Complaints, Comments and Compliments

Stages of complaint

Homes for Islington has adopted Islington Council's two stage complaints process.

Stage One
In the first instance (Stage One), your complaint is examined by a senior manager or head of the service you are complaining about. He or she will arrange an appropriate officer or manager to investigate and ensure that you receive a full response to your complaint. We have an integrated complaints recording system so it doesn’t matter where you deliver your complaint it will be assigned to the correct team.

If you use our Customer Feedback online form you will be asked to select the team about whom you are complaining. You can also download a pdf version of the Customer Feedback form from this site.

Addresses, telephone numbers and other contact details for Homes for Islington’s Area Housing Offices can be found by going to the 'Your Housing Area' on our website.

Leaseholders should refer to the 'Home Ownership Contact
Information' web page.

For complaints about repairs and improvement works see details below:

Property Services (For Repair Issues)
Technical Quality & Assurance Team
Highbury House, 5 Highbury Crescent, London N5 1RN
Tel: 020 7527 8785
E-mail: propservs.complaints@homesforislington.org.uk

Decent Homes or Cyclical Repairs Work
Project Management Team
Highbury House, 5 Highbury Crescent, London N5 1RN
Tel: 020 7527 2807
Email: propservs.complaints@homesforislington.org.uk

If you are not sure which office or team should investigate your complaint, speak to a Tenancy Management Adviser at your local Area Housing Office.

Chief Executive Stage
After HFI has responded to your complaint we hope you will take the opportunity to talk to us if you are not happy or if you do not understand any part of our letter. Sometimes we may not be able to meet your expectations and will always try to explain this in our response.

If you feel you have not received a satisfactory response to your stage One complaint you can ask us to refer the matter to Islington Council's Corporate Customer Service Team. The team will consider your complaint and, if necessary, carry out an independent investigation on behalf of the Chief Executive. You can expect to receive their response within 28 working days.

Please note: These investigations are carried out at the discretion of Islington Council's Principal Complaints Officer who will make a decision based on:

• what you are unhappy about with the Stage One response
• information that you provide that will help us to make a decision
• whether we will be able to achieve the result you want
• whether it would be better to ask the service area to look at your concerns again

Local Government Ombudsman
If you remain dissatisfied with how we have dealt with your complaint, you may contact the Local Government Ombudsman, an independent, impartial and free service.

Please note, they cannot question what a council has done simply because someone does not agree with it. You can contact them at:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH
Tel: 0845 602 1983 (Mon-Fri, 8.30am-5pm)
Email: advice@lgo.org