Building Safety

Building safety and compliance covers everything from keeping shared areas clear to making sure our buildings meet the latest legal standards. We want all our customers to feel confident that their home is being looked after.  

On this page you’ll find information about how we manage safety in our buildings, what your rights are as a resident and how you can have a say in shaping the continued safety of your building. 

If you have a concern about your home or the building you live in, please let us know so we can put things right quickly. Together we can make sure your building is safe for everyone who lives there.

Listening to our residents

Our dedicated Building Safety Team has spent time chatting with residents in all our high‑rise buildings to understand how you’d prefer us to share updates about building safety.  

Your feedback has been important in shaping what happens next. Together, we’ve created 12 Building Safety Engagement Strategies, one for each block.   

These explain what we’re responsible for, what you can do to help keep your building safe, and the different ways you can get involved in conversations and decisions about building safety.  

Building safety complaints 

We always try to provide a good service, but if something goes wrong, we want to know so we can put it right.   

If you make a complaint about building safety in a higher risk building (one that’s at least 18 meters tall or with at least seven storeys), we’ll reply in writing. We’ll explain things clearly, answer all the points you raise, give reasons for any decisions, and let you know what action we have taken or plan to take, including timescales. 

We’ll also tell you if your complaint is classed as a relevant complaint under the regulations. If it’s not, we will explain why and let you know you can contact the Building Safety Regulator for a final decision. We will still investigate your complaint through our complaints process. 

A relevant complaint is one about a building safety risk in a higher risk building. This includes anything that could cause fire or smoke to spread, anything that affects the structure of the building, or concerns that we haven't met our building safety duties.

Something not quite right? 

If you’re worried about the safety of your building, please report it! 

You can speak to us on 0345 8 507 507 or email [email protected] 

We will assess if your concern is a mandatory occurrence which we must report, or a building safety complaint which we will investigate in line with our complaints policy and process. 

A mandatory occurrence is a serious, reportable safety incident or risk in a higher risk building during design, construction, or occupation that could cause structural failure or fire or smoke spread, leading to death or serious injury.

We report all mandatory occurrences to the Building Safety Regulator.