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Submit an Enquiry, Compliment or Complaint

Please complete the form below to submit an enquiry, compliment or complaint. We will respond within 10 working days.


Here's how the complaint process works:


Stage One Complaint


You can make a complaint over the phone, by email, by letter, or by filling out a complaints form and sending it by post. Tell us what’s gone wrong, and our Complaints Team will investigate the issues you have raised. They will contact you by telephone to discuss your complaint and then formally respond to you within 10 working days.  


Chief Executive Stage


If you remain dissatisfied following the Stage One Complaint you can ask that your concerns are looked at by the Corporate Customer Service Team at the Chief Executive stage of the complaints process.
Your request will then be considered by the Central Complaints Team at Islington Council who will let you know if they intend to proceed with an investigation.  
Please note there is no automatic right to an escalation of your complaint to the Chief Executive Stage. If the Central Complaints Team decides that the complaint has been dealt with satisfactorily at Stage One, no further investigation will take place.   
Finally, if you still aren’t satisfied with the outcome, you can complain to the Housing Ombudsman Service:  


Housing Ombudsman Service


The Housing Ombudsman (HO) is the final stage for complaints that have already been responded to as part of the internal complaint process. The HO resolves disputes involving the tenants and leaseholders of social landlords and voluntary members (private landlords and letting agents) who are committed to delivering good service for their tenants. 
Housing Ombudsman website: www.housing-ombudsman.org.uk/  


You can also contact them at: 
Housing Ombudsman Service
PO Box 152  
Liverpool L33 7WQ 


Tel: on 0300 111 3000 (Mon to Fri 9.15am - 5.15pm)   


Housing Ombudsman Complaint Handling Code


The complaint handling code sets out a list of good practice that will allow landlords to respond effectively and fairly to complaints. As members of the HO service the council and Partners will comply with the set of procedures and carry out regular assessments of performance against the code.
For more details visit https://www.housing-ombudsman.org.uk/landlords-info/complaint-handling-code/   


The Complaints procedure will not operate in these circumstances:


•Where you are reporting an issue to Partners for the first time.
•Where you are reporting an issue to Partners that happened more than 12 months ago.
•Where you are taking or have taken or appear likely to take legal action against Partners. This is because decisions reached by a court cannot be overturned.
•Where you are pursuing your legal right to an independent arbitration service.
•Where you are making an insurance claim against us.
•Where you are disputing your Leasehold service charge or major works bill. We will deal with your concerns under our 'Service Charge Challenge' procedure.
•Where you are complaining about a service that Partners do not provide


We are committed to making our services accessible and ensuring we consider your circumstances when we look into your concerns. For example. If you have a hearing or visual impairment and we need to make a reasonable adjustment when contacting you such as large print/braille/call you.