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  4. Contact us
  5. Complaints and compliments
  6. Make a complaint about council services
  7. 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. 

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

What you can complain about

A complaint can be made about services delivered by Islington Council. When you complain, the service should follow the process set out in this policy.

Complaints about staff

You can complain about staff conduct, attitudes and approach and we will consider your complaint under this policy. This includes allegations of bullying, harassment, prejudice, or discrimination which we take very seriously.

Complaints about commissioned or contracted services

If your complaint is about a service provided by a third-party on behalf of the council, we would normally direct you to complain to the third-party. However, should you not be satisfied with their response, you can bring your complaint to us, and we will review the complaint at stage 2 of our complaints process.

If your complaint is about a third-party housing managing agent – like Tenancy Management Organisations (TMOs) and Partners for Improvement in Islington (Partners) – you can complain to us using this policy and we will forward the complaint to them. The TMO or Partner will then respond to your complaint under stage 1 of this policy. If you are dissatisfied with their response, you can ask us to review the complaint under stage 2 of this policy. 

Complaints about social care

Adult social care and children's social care have their own statutory complaints procedures and are not governed by this process:

Complaints about elected members

Member of Parliament (MPs) and councillor conduct complaints are dealt with by the council’s Monitoring Officer. Complete a member complaint form.

Complaints about building safety

You can complain to us about building safety. Your concerns may be about the performance of an accountable person or principal accountable person, such as their communication to residents, responses to raised concerns or how they manage building safety risks. Most complaints will follow this complaints policy. However, if you live in a high-rise residential building, we will ask for additional details:

  • the building address
  • your contact details, or the contact details of someone acting for you, so we know who to respond to
  • the name of the person or organisation you have previously complained to, if relevant
  • details of your complaint, for example, the date you became aware of the problem, who you’ve already reported it to and when, if relevant
  • any supporting information, such as photographs or documents you want to upload

A high-rise residential building is defined as being at least seven floors or at least 18 metres in height. Building safety risks are structural safety issues or the spread of fire issues. Examples of building safety issues include missing fire doors, cracks, or parts of the building falling off.

More information about building safety in high-rise buildings.

Complaints about data protection and information requests

Data protection complaints and complaints arising from Freedom of Information, Environmental Information Regulation and Subject Access Requests have their own statutory complaints procedures and are not governed by this process.

For more information see our Information Governance policies and procedures.

Complaints about maladministration of special educational needs

You can complain about the alleged or apparent maladministration of the administrative functions in relation to special educational needs including the alleged or apparent failure to provide a service.

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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.