We welcome all feedback from our customers and value any suggestions you may have about our services
If you have a comment or suggestion to make about the services we provide or if you have an idea on how we can improve our services, please tell us. We will look at your suggestion and see if we can use it. We will let you know what we have done with it once we have considered it.
We welcome compliments about the services we provide and our staff. If you would like to make a compliment, please tell us by emailing ResidentEngagement@innisfree.org.uk. We will acknowledge your compliment and ensure it reaches the staff involved.
We aim to give an excellent service to our customers at all times. However, we know that on occasions mistakes can happen or our services will not be of an acceptable standard. As a result you may wish to complain. Wherever possible, we will aim to resolve your complaint at the first point of contact.
We embed the Housing Ombudsman’s Complaint Handling Code into the way that we work; you can find more about the Code, here:
We assess how we handle complaints using the Housing Ombudsman’s annual self-assessment. You can read our assessment for 2022/2023 here:
A complaint could be made when a customer feels;
Anyone who uses our services can complain, including the agreed representative of someone who is dissatisfied with the service.
If you have a problem or are unhappy you can start by talking to a member of staff. We may be able to resolve the issue for you quickly if you tell us why you are unhappy and what you want us to do to put things right. Often we can resolve the problem on the spot, without the need to fill in forms or put your complaint in writing. It is much easier to resolve a complaint if you let us know about it as soon as possible. You can help by:
We want it to be easy for anyone to let us know that something has gone wrong for them. We will take a complaint from residents in writing, in person, over the telephone, by email, online via our website and social media channels, or through a third party. With third- party complaints, we will need to ensure that the person has permission to act on the complainant’s behalf before we respond. If we receive a complaint. If we receive a complaint through social media channels we will contact the complainant privately to address their concerns and follow this Policy, ensuring confidentiality and privacy is maintained.
Telephone: 020 7625 1818
Post: Innisfree Housing Association, 190 Iverson Road, London, NW6 2HL
We receive complaints in any language. If you need help to sharing your complaint with us, or need an interpreter to help you make a verbal complaint, we will make the necessary arrangements upon request.
There are some things we can’t deal with through our complaints procedure. These include complaints that:
You need to make your complaint within six months of the matter arising.
We have two complaint stages.
Stage 1 Your complaint
We believe it is best to get complaints settled as quickly as possible and that’s what we aim to do. Some complaints are more complicated so we have a few steps that we may need to go through to get to a solution. Your complaint will be treated as a formal complaint and given to the appropriate member of staff, who will act as the investigating Complaints Officer for your complaint.
They will aim to:
Stage 2 Review
If you are still unhappy at the end of Stage 1, you can request that your complaint is reviewed at stage 2 of the Complaints Policy. If this happens we will allocate your case to a member of our Senior Management Team to act as the Complaint Officer at Stage 2.
We are committed to embedding the Housing Ombudsman’s Guidelines for best practice into our policies and procedures. If you are not satisfied with how your complaint is being handled, or are dissatisfied with the outcome of your complaint, you can refer your complaint to the Housing Ombudsman Service at any time.
The Ombudsman can independently and impartially review a complaint and provide a decision that it considers fair in all the circumstances.
We will comply with any orders and recommendations the Ombudsman makes to resolve a complaint.
Their contact details are as follows:
Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
Tel: 0300 111 3000
Our online Complaints Form can be found here