Customer Feedback

Complaints, Comments and Compliments

How to make a complaint

What is a complaint?

Our definition of a complaint is “an expression of dissatisfaction with Homes for Islington’s action, lack of action or standard of service, whether justified or not”.  So, if you are reporting a problem (such as a repair, or nuisance from a neighbour) for the first time, this is not a complaint (about our service), but is a request for a service from us.

You can often get the problem resolved immediately by speaking to the office responsible for that service. They will try to sort it out for you straight away. If you are not happy with the response you get, then you may make a formal complaint. Homes for Islington (HFI) has adopted Islington Council's two stage complaints process.

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.

How to make a complaint

You can make a complaint in any of these ways:

• By completing our Customer Feedback online form
• In person at any Area Housing Office
• By sending a letter or e-mail to your Area Housing Office
• By downloading our Customer Feedback form (pdf file 295Kb)
• By telephone to your Area Housing Office
• Complaints regarding repairs can be reported by phoning HFI Direct on 0800 694 3344
• To make a complaint about a Freedom of Information request, please email infocomplaints@islington.gov.uk or write to:
  Information Complaints
  Corporate Resources
  Room G17, Town Hall
  Upper Street
  London
  N1 2UD