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 compliments@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 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 own 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.
You can expect us to follow our complaints policy 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.
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 to improve our services.
