Unresolved repairs in Islington and Waltham Forest

_{Photo by David Pisnoy on Unsplash}

We know repairs are an important issue for tenants. We also know that previously, repairs carried out by ISHA and its contractors haven’t always been up to our high standard.

We are working hard to improve things.

• We have dedicated, experienced advisors, answering repairs calls and emails.
• We are working with new, local contractors to carry out repairs and maintenance.
• We have established a resident scrutiny panel and a separate repairs panel.

With these and the other changes, we are seeing a significant improvement in the quality and quantity of repairs carried out at our properties. Hopefully, residents are seeing these positive changes as well?

Unresolved or incomplete repairs in Islington and Waltham Forest

However, we know some repairs have either been missed or not haven’t been properly completed! Often, this is because these repairs have been incorrectly recorded in our systems. For example, our system shows a repair as complete and closed when there is still an issue that we need to address.

We are sorry if this has happened to you.

If you are an ISHA tenant, live in Islington or Waltham Forest, have logged a repair with us, and it hasn’t been completed correctly or is still outstanding, email unresolvedrepairs@isha.co.uk.

Try to include as much information as possible and how you would like us to contact you about the repair.

We will get back to you within two working days to find out more and work with you to resolve the issue.

Reporting repairs in other areas

We are piloting a new approach to tackling unresolved repairs with a one month trial (Monday 8 November - Sunday 5 December) in Islington and Waltham Forest. We’ll take what we learn from the pilot and then apply it to the other areas where we have properties - Camden, Hackney, Haringey and Tower Hamlets.

If the trial is successful, we hope to roll out this new process to all tenants from early 2022.

For now, if you live outside of Islington or Waltham Forest, continue to report your repair in the usual way by calling us on 0300 131 7300 or emailing isha@isha.co.uk.

Leasehold repairs

If you are a leaseholder (shared ownership) and need to report a repair or maintenance issue, contact us on 0300 131 7300 or email isha@isha.co.uk.

Complaints about repairs

Our complaints process is separate from the unresolved repairs project. If a repair is outstanding and isn’t complete, you can make a formal complaint by emailing complaints@isha.co.uk or completing and returning our complaints form (.docx, 598kb) to us.

We will acknowledge your complaint within 10 working days and work with you to get it resolved satisfactorily.

You can learn more about our complaints process in our complaints policy on our website (pdf, 762kb).

More information

For more information on the unresolved repairs pilot project, call us on 0300 131 7300 or email isha@isha.co.uk.