Complaints, Comments and Compliments

What can I NOT complain about?

Our complaints process covers almost all services provided by Homes for Islington. There are, however, different arrangements which apply in some circumstances:

• Where you are taking or have taken legal action against HFI, the complaints procedure will not operate. This is because decisions reached by a court cannot be overturned.
• Where you have a legal right to an independent arbitration service (such as the Leasehold Valuation Tribunal in a dispute over service charges for leaseholders) the complaints procedure does not operate.
• Appeals against penalty charges incurred when vehicles are parked on housing estates are dealt with through a separate appeal process. Contact the estate parking team on tel: 020 7527 8669 (fax: 020 7527 8676).

Homes for Islington is responsible for managing all of Islington Council’s permanent housing stock. It is not responsible for homelessness or the housing aid service, or for the council’s housing waiting list. We also do not deal with complaints about Housing Benefit or Council Tax Benefit, nor about parking enforcement on the highway. You can find details of who to complain to about these services in the council’s complaints leaflet, or Contact Islington on 020 7527 2000.

For other information about which services are the responsibility of Homes for Islington and of Islington Council, go to the ‘Who provides which services’ page on the Homes for Islington or council websites at:

www.homesforislington.org.uk or www.islington.gov.uk or look in the council’s complaints section on the Islington Council website.