High rise building safety complaints
High rise building safety complaints
If you live in a high-rise residential building, you can make a ‘building safety’ complaint. A high-rise building is any building that is 18 metres or more, or that has 7 or more floors. You can check registered high rise residential buildings in Camden to see if your building is classified as a ‘high-rise’ residential building.
What is a ‘building safety’ complaint?
A ‘building safety’ complaint is a complaint that falls into the following categories:
- Safety complaint – A complaint about the council’s failure to address structural and fire risk in high rise buildings relating to the safety of people in or about the building arising from
(a) the spread of fire, or
(b) the collapse of the building or any part of it.
- Accountable Person complaint – A complaint about our failure to carry out activities that relate to the structural and fire responsibilities outlined in the Building Safety Act managed by the Building Safety Manager Team. These responsibilities can include failure to evidence that we’ve carried out mandatory occurrence reporting or failure to respond to raised concerns.
- Safety Information complaint – A complaint about inconsistent, inadequate, or inaccessible updates to you on building safety issues.
- Repair & Maintenance complaint – A complaint relating to any Camden repairs staff or service working to manage, maintain or upgrade a High-Rise Building.
- Contractor or Third-Party complaint – A complaint about any contractor, acting on our behalf and carrying out works in a high-rise building, behaving in an unacceptable manner, failing to act in accordance with our code of conduct, or Equality and Diversity Policy.
How to make a ‘building safety’ complaint
You can make a ‘building safety’ complaint in several ways - e-form, telephone, letter, email and in person. You can make a ‘building safety’ complaint by:
• visiting the complaints section of our website
• or calling, 020 7974 4444
• or emailing, [email protected]
• or via our postal address, Town Hall, Judd Street, London WC1H 9JE
What happens when we receive a ‘building safety’ complaint?
The following steps are applied to all ‘building safety’ complaints we receive:
1. Receive the enquiry.
2. Listen to and understand the enquiry.
3. Agree with you what we’re going to do.
4. Carry out what we’ve said we’re going to do.
5. Tell you what we’ve done and when we’ve done it.
6. Learn from the complaint.
Escalating a complaint to the Building Safety Regulator
You can refer a complaint to the Building Safety Regulator if you can’t make a complaint, feel unable to raise your concerns, or are not satisfied with the response from us. You should give the Regulator any information you have about actions that we’ve informed you we’re going to take or have already taken.
When you raise an issue to the Building Safety Regulator, they’ll decide if it’s a relevant complaint. Read more about guidance on how to escalate a complaint here.