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. 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.
A complaint is an expression of dissatisfaction with:
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:
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 put your complaint in writing, 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 a two-stage complaints procedure.
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. If the member of staff can provide a resolution to the complaint within 3 working days it will be resolved and closed at this initial stage.
If your complaint cannot be resolved at the point of complaint, it 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. If this happens a more senior member of staff will review your complaint within 28 working days of when you receive your outcome letter.
We are committed to embedding the Housing Ombudsman’s Guidelines for best practice into our policies and procedures. If you are not satisfied with the outcome of your complaint, you can refer your complaint to the Housing Ombudsman Service. The 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
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