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Tel 0300 131 7300


Islington & Shoreditch Housing Association (ISHA)
102 Blackstock Road
London N4 2DR

0300 131 7300

0300 131 7300

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Complaints and Compliments


ISHA wants to know when you are not happy with its service and how you think we could improve. We welcome any comments, compliments and complaints. Where we have offered a poor service, we will tell you what we will do to put things right, and when we will do it.

Click here to read about trends in the complaints we received last year, between April 2017 and March 2018.

New Complaints Policy & Procedure - 2 November 2018

From 2 November 2018 we went live with our new complaints policy and procedure.

You told us we needed to handle complaints more quickly and ensure they directly lead to service improvements. So we have been working with our Customer Scrutiny Panel to review our complaints policy  and implement a new process which works for our customers.

What you should expect from our new process?

  1. Good communication throughout your complaint

  2. The right resolution the first time your complaint is dealt with

  3. We learn from your complaints, using them to improve our service

You can read the policy, procedure and answers to any queries you may have about the new process here.

How can I complain:

We want to make it as easy as possible for you to complaint. You can:

  • Call the Customer Services Team on 0300 131 7300, choose option 3
  • Email:
  • Fax us on 0207 704 7304
  • Write to the Customer Services Team,102 Blackstock Road, London, N4 2DR
  • Visit our office
  • Download and fill out our complaint form

Fill in this online complaints form:

If your complaint cannot be resolved straight away, ISHA will:

  • give your complaint to the correct case hadler
  • let you know we have your complaint within one working days of receiving it
  • case handler will contact you within 5 working days

How we will deal with your complaint:

If this is the first time you have contacted us about something that has gone wrong, and we are able to resolve at the first point of contact, we will record this as a complaint and assign you with a complaint handler who will keep in contact with you until all your complaint has been solved. This will be used for reporting and analysis which help drive service improvements.


When you make a complaint, any compensation you qualify for will be sent to you automatically and confirmed in our response to you.

Comments and Compliments

You can contact us to make any comments and compliments using the methods described above. There is also a section in the complaints form you can use to do this.



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