How we have changed because of complaints

ISHA would like you to tell us whenever one of our services fails or when you think we have done something wrong.

When ISHA receives a complaint, we look at what went wrong and why. The chief executive and service charge officer, with the person who replied to the complaint, look at complaints regularly to identify changes that can be made to services and policies to make sure mistakes are less likely to happen again.

As a result of this review, ISHA has made the following changes:

Any need of a resident – like asking for a long time to get to the door - is included in the details given to the contractor carrying out a repair
When a repair cannot be completed on the first visit, the resident is given a call back card, showing what needs to be done to finish the repair
Residents who have moved into new developments will be kept updated on what recorded defects there are, and when they will be fixed.
Knowing about defects or repairs in communal areas is important to residents. Communal repairs and defects are now included on the estate notice board.
If a resident reports a communal repair, they will be given the appointment date. If required, the details will be sent by text
Last year we improved keeping residents informed during an incident. After more feedback from residents we now make sure we tell residents when an incident – like a lift being broken for a long time – is over and how it has been resolved.
Any repair that is not completed within its deadline is reported to ISHA every day, so that Connaught and ISHA can resolve any problems as soon as possible.
ISHA staff will receive more customer service training.

ISHA will continue its complaints reviews to identify improvements and will continue to update residents of any changes. You can find out how to complain by clicking here.

Published 17 August 2010