Operating a complaints system for building safety in a high-rise residential building
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Duties and responsibilities of the principal accountable person.
Adapted edition
- Document type
- Reference Guide
- Format
- DOCX
- Pages
- 5
- Language
- English
- Version
- 1.0
- Updated
- 2026-09-16
- Category
- Safety & operations
- Licence
- Open Government Licence v3.0
Description
Duties and responsibilities of the principal accountable person. Consult the original guidance for current legal and operational details.
Contents
- Purpose of a complaints system
- Relevant complaints
- Keeping a record of relevant complaints
- Recurring relevant complaints
- What your complaints system must do
- Complaints policy
- After you have prepared your policy
- How you receive complaints
- How to handle complaints
- Requests for further information
- Timings and deadlines
- Responding to a complaint
- Rejecting a complaint
- Escalation and disputes
Source and licence
Building Safety Regulator
AttributionBuilding Safety Regulator, ‘Operating a complaints system for building safety in a high-rise residential building’ (updated 27 March 2024), reused under the Open Government Licence v3.0.
ChangesNeutral text-only adaptation from the official GOV.UK Content API body: headings, paragraphs, ordered and unordered list items and clickable source-link destinations in an appendix preserved. Images, logos, page design, accessible-format request widgets and linked attachments excluded; normalised whitespace, invisible format marks and typography.
Version history
- v1.016/09/2026