We are improving our complaints process, with your input

If you ever need to raise a complaint, the process is set to become clearer and easier, thanks to the work of involved residents on the Resident Scrutiny Panel.  

The panel recently scrutinised our complaints handling approach, reviewing what we currently do, how that feels to residents and what could improve the experience.  

Together we’re designing a helpful guide on how to raise a complaint, to make sure it delivers the right advice and guidance through the process.  

The panel also suggested other improvements that would make a difference.  

Other improvements 

Staff awareness is getting a boost with a new guide for how to better support the complaints and feedback process. 

We are creating a system to log all general feedback raised by you – so we can identify themes and learn from it before it becomes a complaint.  

We are exploring collecting feedback on contractor conduct within the post-repair surveys. 

How did the Resident Scrutiny Panel identify what needed to be done?

The Resident Scrutiny Panel reviewed ISHA’s recent complaints performance and explored how the process works — from the first step to the outcome, including what the Housing Ombudsman expects from landlords like us. 

One key takeaway? While many residents give valuable day-to-day feedback, they may not want to raise a formal complaint, they just want us to learn from it.  

“I've set up so many feedback mechanisms in humanitarian work, and I'm really interested in how feedback is used. I’d love to know what happens with the feedback estate officers receive.” – Sarah, RSP member 

And other residents feel they have raised a complaint by voicing a concern and then don’t hear back. We need to make sure we’ve captured that as a complaint and respond in line with our policy. 

That’s not all 

In their recent meeting, the Panel also focused on tackling anti-social behaviour (ASB). 

When it comes to ASB, the Panel stressed the need for a community-led approach. That means working closely with our Tenancy Team and empowering residents — such as Estate Champions — to share local insights and help keep estates safe. 

Residents also discussed how vital it is for people to feel part of their neighbourhood and build good relationships with those around them. 

Thanks to the Panel’s input, improvements are now in motion: 

Closer ties with community police are being built, with police now attending Neighbourhood Nights to discuss ASB concerns. 

The Neighbourhood Events Grant launched! You can now apply for funding to host neighbourhood events and help bring people together. 

ISHA Resident Scrutiny panel - led change 

We need residents’ voices to shape how we deliver our services — and the Resident Scrutiny Panel (RSP) plays a big role in making that happen. But we also want all residents to have their say.  

Your Voice Matters 

If you have suggestions for how ISHA can improve complaints, ASB responses, or any other service, please get in touch: 

sophie.bird@isha.co.uk
07974 040 715