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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. 

Complaints policy

This policy explains how we handle complaints.

  1. About our complaints policy
  2. What a complaint is
  3. Who can complain
  4. What you can complain about
  5. What you cannot complain about
  6. How to make a complaint
  7. The complaints process
  1. Complaint handling and outcomes
  2. Managing unreasonable actions
  3. Remedies policy
  4. Confidentiality and privacy notice
  5. Contact details
  6. Versions

About our complaints policy

This policy sets out how to make a complaint, how we will handle your complaint, and how you can escalate your complaint.

The policy is published on our website, and we advertise the policy in:

  • every Housing Matters newsletter
  • the Housing Allocation Scheme
  • the Housing Repairs Guide
  • the Tenancy handbook (2026 version)
  • our privacy notices

We also include a link to the policy in our complaint responses.

The principles, process and timescales in this policy are guided by Ombudsman’s Joint Complaint Handling Code issued by the Housing Ombudsman and Local Government and Social Care Ombudsman.

The policies for children’s social care and adult social care complaints are guided by the Children Act 1989 Representations Procedure Regulations (2006) and the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 respectively.

As an organisation that falls under the jurisdiction of both ombudsmen, we provide a co-ordinated complaint handling process across all services, covered by both codes. We are also required to complete an annual self-assessment. The latest self-assessments are available in useful documents.

Each year we will publish on our website:

  • our complaints performance and service improvement report
  • our self‑assessment against the Complaint Handling Code
  • the response of our Member Responsible for Complaints to that report

We will also submit links to these items to the Housing Ombudsman as part of its duty to monitor compliance.

Useful documents

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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.