High Risk Building - Complaints procedure
We are required under the Building Safety Act 2022 to provide a complaints system for high-risk buildings (a building which is at least 18 meters in height or with at least 7 storeys, which also contains at least two residential units). This will cover any complaints relating to a building safety risk or our performance for the high-risk buildings owned and managed by us.
These types of complaints are referred to as ‘Relevant Complaints’ and can be made by residents and other users of the building.
Examples of what a high-risk building ‘relevant complaint’ may include are -
- structural failure and spread of fire such as -
- flammable cladding on the outside of building
- fire doors or smoke extraction which are not working or missing that may increase the risk of fire spread
- failure of the buildings structure such as parts of the building collapsing, cracks, or parts of the building falling off
- our performance as the Accountable Person and Principle Accountable Person for all high risk buildings owned and managed by us. Performance issues might include our -
- communications to residents
- responses to raised concerns
- how we manage building safety risks
Complaints can be made through the Council’s customer feedback scheme and further information can be found on our high risk building relevant complaints page.