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Compliments, comments and complaints

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.

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.

Make our day!

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.

Service request or complaint.

Putting things right

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.

Service request or complaint?

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.

ISHA Complaints policy – Easy read

This is a short and easy version of our full complaints policy (PDF, 759kb) Opens in a new window/tab.

A complaint is when you are unhappy about something, like:

  • a service we did or didn't provide
  • something a staff member or contractor did or didn't do.

You can complain even if you don’t use the word "complaint".

  • Anyone who lives in an ISHA home.
  • Anyone who uses our services.
  • Someone can complain for you if you ask them to.
    (This could be a family member, support worker, or friend.)

You can tell us you are unhappy in different ways:

We can help if you need support to complain.

Stage 1 – First look

  • We will let you know we have your complaint within five working days.
  • We will try to answer your complaint within 10 working days.
  • If we need more time, we will tell you.

Stage 2 – Final look

  • If you are still not happy, ask us to look again.
  • A different person will check your complaint.
  • You will get an answer in 20 working days.

You can contact the Housing Ombudsman.

They are independent and will look at your complaint.

We will:

  • help you complain
  • make reasonable adjustments if needed
  • let someone speak for you (with your permission).

ISHA Complaints policy – Easy read (PDF, 111kb) Opens in a new window/tab.

Make a complaint

ISHA's complaints policy

download.svg Download our complaints policy (PDF, 777kb)

Part of the first page of ISHA's complaints policy.

0300 131 7300
We're open from 9am - 5pm, Monday to Friday (excluding public holidays).

Use the online complaints form Opens in a new window/tab. 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.

What happens when I complain?

You can expect us to follow our full complaints policy (PDF, 759kb) Opens in a new window/tab. and:

  • acknowledge your complaint within five working days of receiving it
  • investigate and provide a formal response within 10 working days of the acknowledgement
  • nominate a designated complaint handler to keep in contact with you until your complaint has been resolved.

Housing Ombudsman Service 

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.

Learning from complaints

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.

Complaint reporting

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.

Managed behaviour policy

ISHA's managed behaviour policy

download.svg Download our managed behaviour policy (PDF, 151kb)

The first page of ISHA's managed behaviour policy.

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:

  • Aggressive or abusive behaviour – threats, swearing, shouting, or discriminatory language.
  • Unreasonable demands – asking for special treatment, ignoring agreed processes, or refusing to accept decisions.
  • Excessive contact – calling or emailing repeatedly about the same issue or contacting multiple departments unnecessarily.

We’ll always try to resolve issues first. But if things don’t improve, we may:

  • limit contact to one point of contact
  • ask that you contact us in writing only
  • choose not to respond to repeated or resolved issues
  • limit access to our offices or face-to-face contact.

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:

  • Right to fair treatment – We will always treat you with dignity and respect.
  • Right to be heard – You can tell us your side before any restrictions are applied.
  • Right to reasonable adjustments – If you have a disability or health condition, we will consider changes to how we work with you.
  • Right to a review – You can ask for a restriction to be looked at again if:
    • your circumstances change
    • you believe a mistake was made
    • it affects your ability to access our services.
      We will respond to these requests within 10 working days.
  • Right to complain – You can still raise complaints through our complaints process, even if a restriction is in place.

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.