Customer Service Standards
ISHA has a set of promises about the service we will provide to anyone contacting ISHA or visiting the office. We call these our Customer service standards and they are our commitments to you.
The Customer Service Team (CST) is responsible for the management of all calls coming in to the office, and the resolution of queries and repair requests being taken at the first point of call.
Standards for telephone calls
Our main phone line is 0300 131 7300.
Our phone lines are open Monday to Friday between 9.00am and 5.00pm.
- We will always give you our name so that you know who you are speaking to.
- We will try to resolve your call for you.
- If we cannot resolve your call immediately, or connect you straight away with someone who can, we will take your details and call you back within an agreed time.
Reception / personal callers
If you would like to visit us, you can call us on 0300 131 7300 or email isha@isha.co.uk to arrange an appointment with one of our staff members.
Staff will be friendly, welcoming and make sure you know the name of the person you are speaking to.
Information about our services and opening times is clearly visible in reception. If there is information missing, the Customer Service Team will be happy to find it for you.
We provide special services for people with hearing or sight problems (loop induction system, publication in large print or Braille).
We will provide translation or interpretation on request for people who do not have English as a first language.
Letters to ISHA
102 Blackstock Road Finsbury Park London N4 2RD. We will send you a full response within ten working days.
Emails to ISHA
Emails to isha@isha.co.uk will be acknowledged within one working day and responded to within 10 working days.