We love to hear when we've done a good job, but we also know that we sometimes get things wrong. We welcome all feedback, good and bad, so that we can learn and improve our services.
If you’re happy with a service you’ve received, make our day and share your experience with us at isha_info@isha.co.uk. We'll pass your feedback to the relevant teams and let colleagues know where they've done a good job.
If you are less happy with a service you’ve received, please share that too, and we will do our best to put things right. We will use your feedback to improve, so you have a better experience next time.
A ‘service request’ is a request requiring action to be taken. If it’s the first time you’ve let us know that we need to do something for you, it is a service request. We will let you know what we will do and when, and we will do our best to resolve your concern. Service requests are not complaints.
A complaint is “an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by ISHA, our staff, or those acting on our behalf, affecting an individual resident or group of residents.” If we don’t get your service request right, or you have had to raise it with us more than once, or our service has been poor, you can raise a complaint.
We have a clear complaints policy, which outlines your rights and what you can expect from us.
This is a short and easy version of our full complaints policy (PDF, 759kb) 
A complaint is when you are unhappy about something, like:
You can complain even if you don’t use the word "complaint".
You can tell us you are unhappy in different ways:
We can help if you need support to complain.
You can contact the Housing Ombudsman.
They are independent and will look at your complaint.
We will:
0300 131 7300
We're open from 9am - 5pm, Monday to Friday (excluding public holidays).
Email complaints@isha.co.uk.
Use the online complaints form to make your complaint.
Download and print our complaints form (PDF, 937kb).
You can either email your completed form to us, post it to us or drop it into the office.
Our address is 102 Blackstock Road, London, N4 2DR.
We're open from 9am - 5pm, Monday to Friday (excluding public holidays).
Address your complaint to:
Complaints Team, ISHA, 102 Blackstock Road, London N4 2DR.
You can expect us to follow our full complaints policy (PDF, 759kb) and:
You can expect us to be held accountable.
We're a member of the Housing Ombudsman Service (HOS), which is set up by law to look at complaints about registered housing organisations and provide an independent and impartial service to resolve disputes.
We use their definition of a complaint, and our policy complies with the statutory Complaint Handling Code.
You can expect us to learn from our mistakes.
We view every complaint as an opportunity to learn and improve. We use information from our complaints and their outcomes for reporting and analysis, and to help us improve our services.
We comply with the Housing Ombudsman's Statutory Complaint Handling Code and in line with reporting requirements, we have published our self-assessment against the code, our Annual Complaints Performance and Service Improvement Report, and the Board's response.
Our Annual Complaints Performance and Service Report, our Board's response, and our self-assessment submission area available on our publications page.
We are committed to providing respectful, fair, and high-quality services to all our residents. We also expect to be treated with the same respect.
We understand that residents may feel frustrated or upset at times. But when behaviour becomes abusive or places unreasonable pressure on our staff or services, we may take steps to manage it through our managed behaviour policy. This helps protect our staff’s wellbeing and ensures we can still provide support to all residents.
Some examples include:
We’ll always try to resolve issues first. But if things don’t improve, we may:
We will write to you explaining what we’re doing and why. Restrictions usually last 12 months, and we review them every three months.
Even if we need to manage your contact, you still have rights:
If you tell us you have a disability or health condition, we’ll work with you to make reasonable adjustments. This might include different ways to communicate with us or extra support. If behaviour becomes harmful or the adjustment is no longer practical, we’ll review it carefully and try to find another fair solution.
If you have questions or want to ask for a review of a restriction, contact us directly.
If you have concerns about how we are managing or responding to your complaints, you always have the right to contact the Housing Ombudsman.
Contact details for the Housing Ombudsman:
Let’s work together to maintain a respectful, safe, and supportive community for everyone.
