make a complaint

We take your complaints seriously. If you make a Complaint, Concept has a dedicated Complaints Manager, who will ensure your complaint is thoroughly investigated. Any complaints we receive, will be sent directly to our Resident and Community Engagement Manager who will respond within 5 working days.

A copy of the complaints policy is also available to review, which was reviewed by our Board on 17th December 2020; you can download and view the Complaints Policy here. The board also reviewed this self-assessment against the Housing Ombudsman’s Code of Complaints Handling you can download and view the self-assessment here.

We are setting up a Customer Committee from January 2021, which will review our Complaints Quarterly, and also annually in Oct/Nov each year.

We welcome interest from our residents who wish to join our Committee.

We aim to learn from our complaints, so every year we will produce an annual report for our Board (Nov/Dec) and an annual report for our residents (March/April), which will include lessons learnt from complaints.

In the last 12 months, as a result of complaints received, Concept has learnt lessons and acted on complaints. Some examples of our actions as follows:

• Cancelled a contract with one of our contractors, for non-completion of repairs
• Cancelled a contract with one of our contractors, for failing our internal support audit procedure and not delivering support to our required level.