Repairs & Improvements

Private Finance Initiative

PFI complaints

This page explains how residents in PFI properties managed by Partners (Partners for Improvement in Islington) can make a complaint about their services.

If you are dissatisfied with the service provided by Partners you can contact
Partners directly:

• Telephone 020 7288 8310
• In writing to Partners at 4-6 Colebrooke Place, Islington, London N1 8HZ. A complaints form can be downloaded from Partners’ website at www.partnersislington.net
• Email to enquiries@partnersislington.net

Partners’ customer services team will direct your problem to a service manager to solve. Partners will log your complaint as a stage 1 complaint, which should be responded to in ten working days by the service manager.

Partners follow the council’s complaints policy. A first stage (stage 1) complaint will be responded to by a service manager in Partners. If you are unhappy with the reply you can make a stage 2 complaint which will be handled within ten working days of receipt by the Managing Director of Partners. If this is unsatisfactory, a final complaint can be made to the council’s central complaints team in the Town Hall, Upper Street, London N1 2UD. (Telephone 020 7527 3007)

Complaints and service problems can be taken up by HFI’s contract commissioning managers who will

• Advise you about what the PFI contract requires to be provided to residents
• Advise you on how to make a complaint to Partners or which Partners officer to speak to
• If you ask, the Homes for Islington contract commissioning managers will send details of your complaint to Partners so that they can look into your problem and reply to you
• Look at service failures that effect more than one property or household to make sure Partners have put the problem right for everyone

The contract commissioning managers in HFI are:

Eileen Abbott telephone number 020 7527 4267
eileen.abbott@homesforislington.org.uk

Jane Mugridge telephone number 020 7527 4095
jane.mugridge@homesforslington.org.uk

Ivan Willis telephone number 020 7527 4197
ivan.willis@homesforislington.org.uk