Handling complaints about housing

We want to make sure that everyone in Islington has a place to call home which is secure, decent, and genuinely affordable. We work hard to deliver high quality services at all times to every one of our residents, but we know that we don’t always get it right.

When things go wrong, it’s important that we listen to what you are telling us, act quickly to put it right and learn from our mistakes.

Your feedback in 2025/26 and what we are doing about it

You told us that you are most concerned with:

• repairs in your homes
• anti-social behaviour (ASB)
• our handling of complaints

What we're doing about these issues

Based on these complaints, we have done the following.

Repairs and maintenance

• The ‘find my operative’ tracking system shows you when your repair appointment should happen and when you are the next job in the line. 
• "What happens next" cards let you know what the next steps are if a repair can't be done on the first visit.
• We have updated the information we need to collect from you on phone calls for roofing, leaks, shower leaks and electrical issues to help us complete jobss on the first visit.
• We have piloted a new system for communicating with residents when emergencies occur.

Redesigned tenancy services

• The new tenancy structure is now embedded within the service.
• Our new smaller patch sizes mean that you know your local housing officer and we know more about who we're serving - you.
• We have begun our programme of tenancy audits to ensure we know our residents better.

Better resourcing of our complaints service

We are investing more in complaints management to keep our focus on resolution and high-quality responses sent good time. 

Learning from complaints

We are still dedicated to making sure everyone gets the best possible service and that we deal with your concerns quickly, effectively and with care.

To make the most of what we've learned from your complaints, we are:

• tackling the causes of our most common causes for complaint
• working to understand which complaints are escalated in the complaints process and why
• bringing in a team to gather feedback surveys about your experience of the complaints process
• working with our resident complaints panel to get your views on how we can best resolve complaints
• We have seen an 8% reduction in maladministration findings by the Housing Ombudsman
• We upheld 70% of stage 1 decisions at stage 2, emphasising that we getting it right first time in most cases

Professional development of our staff

Professional, understanding and well-trained staff are at the heart of a good service. We continue to give our staff the knowledge and skills they need to work with you by a yearly set of training for existing staff and detailed starter training for new staff. 

How we performed in 2025/2026

Read more about our TSM performance and what they mean.