Making a complaint made easier

Sabina and Tasneem, our two complaint handlers

It’s important you know how to raise a complaint with us if you have experienced a service failure or we have not provided the standard you should be able to expect.

To help you understand our process, we have recently published our updated complaints policy (pdf, 762kb) on our website, which fully complies with the Housing Ombudsman’s complaint code. And we also want to introduce you to our Complaints Team, who will support you through the process.

The definition of a complaint

We use the Housing Ombudsman’s definition of complaint:

"...an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents."

Making a complaint

All ISHA residents are entitled to make a complaint about a service failure they’ve received.

Raising a complaint does not affect other services you receive from us, and you should always receive acknowledgement and a thorough investigation, in line with our complaints policy.

The most straightforward way for you to raise a complaint is by calling us on 0300 131 7300 or emailing complaints@isha.co.uk/isha@isha.co.uk. But you are welcome to get in touch in a way that suits you.

When you first make a complaint, we will acknowledge your complaint by email or a written letter within five working days of it being received and assign it a reference number. This acknowledgement will come from one of our complaint handlers, a named member of staff who will be your main contact for your case.

Your complaint handler will work with members of the relevant team to investigate your complaint and determine an outcome. We will respond to you in writing within 10 working days of your complaint being acknowledged and let you know the outcome of our investigation and any actions we will take to resolve the issues you have raised.

And who are our complaints handlers?

We have two complaints handlers at ISHA: Sabina and Tasneem.

Sabina and Tasneem manage all complaints received by ISHA. They are responsible for coordinating responses and making sure any agreed actions to put right the issues you raise get completed.

When you make a complaint, either Sabina or Tasneem will be assigned to your case and will be your main point of contact about your complaint. If you require information or have any questions about your complaint you can contact them by emailing complaints@isha.co.uk.

More information

You can find more information about how we handle complaints and further options in our updated complaints policy (pdf, 383kb) on our website and in the Housing Ombudsman’s Complaint Handling Code.

If you have any questions about complaints, call 0300 131 7300 or email isha@isha.co.uk.