Complaints policy

What you cannot complain about

There may be instances where we can’t respond to your complaint under this policy.

If we decide not to investigate your complaint, we will tell you why and how you can take that decision to the Ombudsman should you disagree.

These are examples of issues that we can’t investigate under this complaints policy.

Service requests

A service request is a request for action to be taken to put something right, such as a missed bin collection or a repair being required. Service requests are not treated as complaints, unless there is dissatisfaction with the response. Service requests can be requested online.

If you express dissatisfaction with how your service request has been or is being handled, we will raise a complaint for you. We will continue to address the service request even if you make a complaint.

Claims for damages and compensation

If your property or any personal items have been damaged, this should be dealt with as an insurance claim through your own home contents insurance. If you do not have a contents insurance policy and are a council tenant, please contact Housing Tenant Services.

You can still complain about the cause of the damage through this complaints process. If your claim relates to an accident on a public highway please report it online.

Complaints relating to damage or compensation will not be excluded solely on the basis that an insurance process may also be engaged. Such complaints will still be reviewed in accordance with this policy, alongside any separate insurance considerations, if relevant.

Complaints that are more than 12 months old

We will normally only accept a complaint that is about an issue that occurred in the last 12 months, or that you were made aware of in the last 12 months. This is to ensure we can complete a full and fair investigation. We will apply discretion to accept complaints that are older than 12 months in exceptional circumstances.

If you are unhappy with the Council’s decision in regard to your case you can contact the Housing Ombudsman.

Appeals to tribunals

Any issue that has or had the right to appeal, reference or review through the tribunal, minister of the crown or a court of law can’t be investigated through this complaints process and must go through the relevant appeals process. This includes parking fines, any benefits assessments, decisions about an Education, Health and Care Plan, and service charges.

Previous appeals

We can’t accept complaints about matters that have already been the subject of an appeal to a tribunal or to a government minister or are part of previous court action against the council.

Complaints that have already been investigated

We can’t investigate any complaints that we have already responded to, have been through any other complaints process or have been investigated by an Ombudsman. We will not reject a complaint if it is about promises made to resolve an earlier complaint. Where this happens, we will consider the complaint under this policy and decide the appropriate next steps based on the circumstances.

Disciplinary action against our staff

Complaints about the actions of council staff or staff working on our behalf can be investigated under the complaints policy, but any disciplinary measures will be managed through the relevant Human Resources (HR) policy. The line manager will be made aware of the complaint against the staff member, and it will be the line manager’s responsibility to take forward any disciplinary process with HR. We will not share any information about disciplinary action taken.

Personnel matters

New and existing staff of the council or organisations who deliver services on behalf of the council, cannot use the complaints process to address any employment-related issues. These complaints are governed by the relevant HR policies.

Housing Association (HA) or Social Landlord (RSL) complaints

Complaints about matters relating to services provided by a Housing Association should be made directly to the relevant HA or RSL.

Complaints by contractors or partners

Any organisation we partner with, or are contracted to complete functions on our behalf, can’t complain to us about that agreement. Any disputes should instead be managed through the terms of that agreement.

Penalty Charge Notices (PCN)

There are legally defined procedures for challenging a PCN. For further information see parking.

Initial reports of noise and neighbourhood nuisance

There is a separate procedure for dealing with reports about noise nuisance. If you wish to submit a report, please visit antisocial behaviour reporting. We will consider any complaints about how your reports are handled.

Commenced legal action about the matter

We will not usually consider a complaint where it forms all or part of issued legal proceedings. For the purposes of this policy, proceedings are considered to be "issued" when a Claim Form has been filed at Court, typically accompanied by Particulars of Claim.

For the avoidance of doubt, a pre-action letter or Letter of Claim does not constitute the issuing of proceedings. Matters raised at the pre-action stage will continue to be considered and investigated through our complaints process.

There may, however, be limited circumstances in which we will consider aspects of a complaint where proceedings have been issued, such as concerns relating to the handling of the complaint itself or other ancillary matters that fall outside the scope of the legal claim.

Any pre-action correspondence, including Letters of Claim, should be sent in writing to:

Legal Services Islington Council
3rd Floor
222 Upper Street
London
N1 1XR

Educational establishments

Schools, Colleges, Universities and Commissioned Children Centres operate their own complaints procedures.