High Risk Building - Relevant Complaints Procedure

A relevant complaint

The Relevant Complaint Procedure covers complaints in relation to -

  • structural failure and spread of fire (building safety risks) 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 i.e. parts of the building collapsing, cracks, or parts of the building falling off
  • our performance, as we are 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 and how we manage building safety risks.

Any person residing in, visiting or using any of the High-Risk Buildings owned and managed by us may make a relevant complaint.

Making a Relevant Complaint

Relevant Complaints can be made -

  • online, by completing and submitting the Customer Feedback form on our website
  • by visiting one of our Customer Service Centres
  • by writing to - 
    • FREEPOST RSJC-KKBE-ABXZ
      Customer Feedback Team
      PO Box 15
      HU1 2AB
  • by providing information to one of our officers in person, in writing or over the telephone

Any person wishing to raise a Relevant Complaint may also submit photo’s or video evidence which helps to communicate the concerns.

We are committed to providing a fair and reasonable complaints service and to making it as accessible as possible. Should a complainant require any reasonable adjustments they should inform us at the earliest possible opportunity. Reasonable Adjustments might include -

  • providing information in a different language
  • providing information in a different format such as -
    • large text
    • easy read
    • audio

Any person wishing to raise a Relevant Complaint may appoint a representative to raise an issue on their behalf. In this event the person wishing to appoint a representative may be required to provide a signed declaration confirming this.

The Relevant Complaints Procedure

There are 2 stages to the Relevant Complaints Procedure -

Stage one

Upon receipt of the Complaint we shall contact the Complainant to ensure full understanding of the issue.

Where the Complaint is deemed to be outside of the Scope of this Procedure, the complaint shall be considered in accordance with our Corporate Customer Feedback Process.

We will acknowledge and define the complaint within 5 working days of receipt and inform the complainant of the name of the member of staff who will be investigating the complaint.

We aim to send a full response within 10 working days of sending the acknowledgement letter. The response shall -

  • address all of the issues that were raised as part of the relevant complaint
  • provide reasons for any decisions made
  • detail actions that have been carried out or are planned, providing timeframes for then these will be completed wherever possible
  • how the complaint can be escalated to stage 2 should the complainant be dissatisfied with the response

If we require more time to provide a response, the complainant shall be kept informed as to when they can expect the response.

If the complainant is satisfied with the response or, we do not hear from the complainant within 28 days of the response being issued, the matter shall be deemed resolved and the complaint will be closed.

Stage 2

Should the complainant be dissatisfied with the Stage one response, the complainant may request for the matter to be escalated to Stage 2 within 28 days of receipt of the Stage one response.

The complaint shall be reviewed by a more senior officer or manager. Complainants are not required to provide a reason for escalation however, this is encouraged to fully understand the reason for continued concern.

We will contact the complainant to fully understand the reason for dissatisfaction where this is not evident from the Stage 2 escalation and acknowledge, and define the complaint within 5 working days of the escalation.

We aim to send a full response within 20 working days of sending the acknowledgement letter. The response shall -

  • address all of the issues that were raised as part of the escalation of the relevant complaint
  • provide reasons for any decisions made
  • detail actions that have been carried out or are planned, providing timeframes for then these will be completed wherever possible.
  • how the complaint can be escalated to the Building Safety Regulator should the complainant be dissatisfied with the response

The Stage 2 response shall be final and no further representations on the matter will be considered.

Escalations to the Building Safety Regulator

The complainant can refer their complaint to the Building Safety Regulator if -

  • they remain dissatisfied with the Stage 2 response
  • there are unresolved issues
  • they have not received any response

Whilst use of this High-Risk Relevant Complaints Procedure is encouraged, any person can refer a complaint directly to the Building Safety Regulator if they feel unable to raise a relevant complaint with us directly.

The Building Safety Regulator can be contacted by -

In the event a complaint is escalated to the Building Safety Regulator it is helpful for the complainant to provide -

  • the Stage 2 response (where applicable)
  • photo’s or video recordings of the issue
  • emails, letters and any documents about the issue

Keeping a Record of Relevant Complaints

We will keep records of any Relevant Complaint for 7 years showing -

  • the information contained in the complaint
  • steps taken by us for the high-risk building in response to the complaint
  • any involvement of the Building Safety Regulator in relation to or in response to the complaint
  • the outcome of the complaint

If more than one relevant complaint is made about the same issue within a 7-year period this shall be recorded as a recurring complaint. For each recurring relevant complaint we shall also record -

  • the subject and nature of the recurring complaint
  • the date that the recurring complaint was made