Complaints Procedure

There are three stages your complaint may go through:

Stage 1

Your complaint will be acknowledged within 48 hours and you will receive a written reply within 10 working days.

If you are not happy with our response, you can ask to take the complaint to stage 2. Our stage 1 response will tell you how.

Stage 2

When you ask to take your complaint to stage 2, you will receive an acknowledgement within 10 working days.

This time, a different staff member will look at your complaint and will acknowledge your complaint within 48 hours and you will receive a detailed response within 10 working days.

If you are not happy with our response, you can ask to move the complaint to stage Our stage 2 response will tell you how.

Stage 3

ISHA will arrange a panel hearing within 20 working days. The panel will include three members, who will be from the ISHA board or Sub Committee. The members of the panel will not have been involved your complaint before this stage.

At the hearing, you can put your case to the panel and their response will be sent to you within 5 days of the hearing.

Housing Ombudsman

If you do not feel that the complaint is resolved, you can make an appeal to the independent Housing Ombudsman. You can contact them using this address:

The Housing Ombudsman Service
801 Aldwych
London
WC2B 4HN