Customer Feedback

Complaints, Comments and Compliments

What HFI will do when you make a complaint

When you make a complaint, we will:

• Deal with it fairly and efficiently
• If possible, talk to you in person or by phone to clarify your complaint and discuss what can be done
• Provide a written or emailed acknowledgement within 3-5 working days which summarises your complaint
• Tell you who will respond to your complaint and the target date for reply
• Provide a full reply as soon as we can within Homes for Islington’s target of 21 calendar days
• Explain what you can do if you remain dissatisfied with the response you have received
• Give you our contact details so you can talk to us if you do not understand or agree
• Treat all complaints as confidential