What is a building safety complaint?
Under the Building Safety Act 2022, a “relevant compliant” about building safety may relate to:
- A building safety risk to a specific building
- How an Accountable Person is fulfilling its duties under the Building Safety Act.
We’ve a complaints policy and formal complaints process which can be accessed by anybody unhappy about “the standard of a service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual resident or group of residents”.
We’ll make sure all residents know how to raise a building safety issue and how their concern will be addressed.
All complaints related to building safety can be submitted via our complaints process. We operate a two stage complaints process which allows residents to challenge the decisions on a complaint and comment on any findings during an investigation.
We’ll ensure residents are informed of expected timeframes for handling and investigating a complaint.
If a resident remains unhappy with the outcome of a complaint after stage 2, they can escalate a complaint to the Building Safety Regulator or any other relevant regulators.
How we'll investigate a complaint
Once a complaint is received and acknowledged, we will:
- Prioritise it - we'll prioritise the complaint by assessing how urgently the risk or issue needs to be addressed using a safety risk-based approach. For example, high priority may be a blocked fire exit, medium priority could be a faulty flat entrance fire door, low priority might be requests for information or minor maintenance queries
- Investigate the issue - we’ll investigate the issue by assigning a competent specialist to carry out a site visit. They’ll gather evidence demonstrating the significance of the issue, if needed
- Communicate findings - once our investigation is complete, we'll provide a clear explanation of what we found, any risks identified, next steps and timelines
- Take action – we’ll take action based on the risk level and technical findings. We'll keep you informed of what’s being done, when it will be completed and if temporary measures will be put in place.
