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Make a high-rise building safety complaint

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 has 7 or more floors. You can check registered high rise residential buildings in Camden to see if you live in a high-rise residential building.

What a high-rise building safety complaint is

A building safety complaint is any complaint that falls into one of the following categories. 

Safety complaint 

A complaint about us failing to address structural or fire risks in high-rise buildings that could lead to the spread of fire, or the collapse of the building, or any part of it. 

Accountable Person complaint 

A complaint about us failing to carry out our responsibilities under the Building Safety Act.

These responsibilities are managed by the Building Safety Manager Team and may include not completing required mandatory occurrence reporting or not responding to concerns raised about structural or fire safety.

Safety information complaint 

A complaint about building safety information that is inconsistent, inadequate, or hard to access. 

Repair and maintenance complaint 

A complaint about the staff or services responsible for managing, maintaining, or upgrading a high-rise building. 

Contractor or third-party complaint 

A complaint about any contractor working on our behalf in a high-rise building who: 

  • behaves in an unacceptable way 
  • does not follow our code of conduct 
  • does not follow our Equality and Diversity Policy 

How to make a high-rise building safety complaint

You can make a high-rise building safety complaint by completing the online complaints form or by calling 020 7974 4444. You can also complain by post. Our address is:

Building safety complaints
Camden Council
5 Pancras Square
London
N1C 4AG

What happens next

When we receive your high-rise building safety complaint, we: 

  • listen to and understand the issue 
  • agree with you about what we are going to do 
  • carry out the agreed actions 
  • tell you what we have done and when 
  • learn from your complaint 

Escalating a complaint to the Building Safety Regulator 

You can refer your complaint to the Building Safety Regulator when you: 

  • are not satisfied with our final response 
  • have unresolved issues 
  • have not got a response 

Find out how to make a complaint to the Building Safety Regulator.