Part 4: Higher-risk buildings Engagement with residents etc Section 94: Complaints procedure operated by the regulator Background
The purpose of this provision is to increase access and transparency with regard to building safety redress, providing a clear route of accountability for building safety complaints to be addressed.
	It is expected that building safety complaints will be handled by the Principal Accountable Person’s complaint system and issues put right by the appropriate Accountable Person. This provision ensures that where this is not possible or the system fails, that building safety concerns will still be heard by the Building Safety Regulator.
	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. The duties on the Principal Accountable Person and the Building Safety Regulator contained in the Act are designed to tackle that by requiring relevant complaints to be properly handled and investigated.  Where building safety complaints are not resolved satisfactorily under the Principal Accountable Person’s procedure this section allows for there to be a clear escalation route to the Building Safety Regulator.