Complaints, Comments and Compliments

Stages of complaint

Stage One

In the first instance (Stage One), your complaint is examined by the manager of the service you are complaining about. For example, if you are complaining about caretaking services, you should complain to the caretaker manager at the appropriate area housing office. If you are complaining about our refusal to replace a faulty window-frame or deal with a leaking roof, your complaint should go to the relevant repairs manager. You can ask the office concerned for the name and address of this manager, or you can telephone HFI Direct on 0800 6943344.

You can also download a pdf of the complaint form (pdf file 533Kb) from this site.

Addresses, telephone numbers and other contact details for Homes for Islington’s area housing offices are as follows:

Upper Street AHO
Northway House, 257 Upper Street, London N1 1RU
Tel: 020 7527 5300. Fax: 020 7527 5301
Email: upperstreet.aho@homesforislington.org.uk

Holland Walk AHO
85-88 Holland Walk, London N19 3XS
Tel: 020 7527 7480. Fax: 020 7527 7407
Email: holland.walk@homesforislington.org.uk

Central Street AHO
85 Central Street, London EC1V 8DT
Tel: 020 7527 6250. Fax: 020 7527 6207
Email: csha@homesforislington.org.uk

Lyon Street AHO
1 Lyon Street, London N1 1DQ
Tel: 020 7527 6881. Fax 020 7527 6816
Email: lyon.street@homesforislington.org.uk

Home Ownership Services
50 Isledon Road, London N7 7LP
Tel: 020 7527 7715
E-mail: homeownership@homesforislington.org.uk

Property Services (For Repair Issues)
Technical Quality & Assurance Team
Highbury House, 5 Highbury Crescent, London N5 1RN
Tel: 020 7527 2828 (North area - Holland Walk & Upper Street)
E-mail: tqat.north@homesforislington.org.uk
Tel: 020 7527 4442 (South area - Central Street and Lyon Street)
Email: tqat.south@homesforislington.org.uk

Decent Homes Work
Project Management Team
Highbury House, 5 Highbury Crescent, London N5 1RN
Tel: 020 7527 2807
Email: admin.projectteam@homesforislington.org.uk

If you are not sure which office should investigate your complaint, you can phone HFI Direct on 0800 6943344.

Stage Two

If you are not happy with the response to your complaint at Stage One, you can take your complaint to Stage Two of the complaints process. A more senior manager who was not involved in the complaint at Stage One will look at your complaint again. The Stage One response letter will include the name of this senior manager at Stage Two. At each of these stages, Homes for Islington will attempt to respond to the complaint within 10 working days, but some more complex complaints may take longer than that. If we cannot respond within our target of 10 working days, we will tell you how long it will take.

Stage Three

If, when you receive a reply at Stage Two, you are still not satisfied with Homes for Islington’s responses, you may appeal at Stage Three to Islington Council’s:

Chief Executive’s Complaints Unit
Islington Town Hall, Upper Street, London N1 2UD
Tel: 020 7527 3007. Fax: 020 7527 3475
Email: central.complaints@islington.gov.uk

Finally you have the right, if you remain dissatisfied after these three stages, to ask the Local Government Ombudsman to investigate your complaint for you. This is an independent national service, which investigates complaints against councils and council-related agencies like Homes for Islington. You can complain directly to the Ombudsman, but they may refer your complaint back if Homes for Islington has not been given a reasonable opportunity to respond to it first.

The LGO accepts complaints by telephone, email or text, and not just in writing.

The LGO Advice team is available on:

Telephone: 0845 602 1983 or 0247682 1960
Email: advice@lgo.org.uk
Text: 0762 48 4323

Or in writing to:

Local Government Ombudsman
PO Box 4771
Coventry
CV4 0EH