Part 4: Higher-risk buildings Engagement with residents etc Section 93: Complaints procedure operated by principal accountable person Background
The purpose of this section is to make sure there is a clear route for escalating concerns about building safety in higher-risk buildings.
	The Independent Review found that residents did not have a strong enough voice in the safe management of their homes and specifically that they often struggled to get their complaints addressed. This requirement is designed to tackle that by placing an obligation on Principal Accountable Persons to have a system in place to receive and investigate relevant complaints, including the ability to refer a complaint to the regulator.