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  4. Contact us
  5. Complaints and compliments
  6. Adult social care complaints
  7. Adult social care complaints policy

Stay safe in very hot weather

Very hot weather is expected for the next few days. A red heat-health alert (the highest level) is in place for London on Wednesday and Thursday.  

Hot weather can be dangerous and can cause serious illness. Stay safe and look out for others who may be particularly vulnerable to the heat. Read advice on GOV.UK

Cool spaces

There are local cool spaces that are free and open to everyone. Visit them to rest, drink water and stay cool. Find a cool space near you

Access Islington hubs 

North and South Access Islington hubs are closed due to the hot weather. The Central Hub is open for urgent, in-person support, until 4pm today (Wednesday 24 June) but avoid travelling unless it is essential. 

You can still access our services online and you can call us on 020 7527 2000 if you need to speak to someone. 

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.