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  5. Complaints and compliments
  6. Adult social care complaints

Access Islington – council tax enquiries

Due to technical issues, Access Islington is currently unable to help with council tax queries over the phone or at our hubs.

You can still manage your council tax online through My Islington, including viewing your bill and making payments.

We’re working to resolve this as quickly as possible and are very sorry for any inconvenience this may cause.

If you need to speak to someone about council tax, please try again later.

Adult social care complaints policy

This policy explains how we handle complaints about adult social care. This is based on the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009.

  1. What a complaint is
  2. Who can complain
  3. Time limit for complaints
  4. Complaints about other organisations
  1. How we will handle your complaint
  2. How to make a complaint
  3. Contact details

What a complaint is

We define a complaint as an expression of dissatisfaction, however made, about decisions, the standard of service, actions or lack of action by Islington Council or those acting on our behalf, affecting an individual or group of individuals.

A service request is a request for us to provide or improve a service or to fix a problem. This is not the same as a complaint. After submitting a service request, you may make a complaint if you are dissatisfied with the way your service request was handled.

We can’t investigate complaints about independent adult social care providers where individuals have directly commissioned or pay for services themselves.

We can’t investigate a complaint that has already been through another complaints process or is subject to a separate complaints or appeals process, is about your employment, is about anything related to the Freedom of Information Act 2000 or the Data Protection Act 2018, or if it has already been investigated by the Local Government and Social Care Ombudsman or the Parliamentary and Health Service Ombudsman.

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Data protection: We will handle your personal information in line with the Data Protection Act 1998 and in accordance with the council’s Fair Processing Notice.