A Building Safety Complaints Procedure has been specifically developed to help meet new obligations under the Building Safety Act 2022 (Section 93), which requires the Principle Accountable Person (PAP) to establish and publish a complaints system.
Relevant complaints are those which relate to a building safety risk (broadly the spread of fire or structural failure) or the performance by an Accountable Person for the building and any of their required duties under the Building Safety Act.
In accordance with our commitment to building safety, we have set out the following complaints procedure:
Stage 1
If you have a complaint, we ask for you to formally complain by phone or in writing (email or post):
- Phone
- 01702 443 555
- Email
- buildingsafety@gatewayplc.co.uk
- Post
- C/O Gateway Property Management Ltd
Gateway House, 10 Coopers Way
Southend-on-Sea,
Essex, SS2 5TE
We ask that you set out the issue in question, including any corresponding information or details, for us to investigate your issue. Please include your name and contact information, as well as the name of the individual you have been liaising with.
Your complaint will be acknowledged within 3 working days with a full response within 15 working days of receipt.
Stage 2
If you remain unsatisfied with our response, you may, within 14 days of receipt of our response in accordance with Stage 1, write to us requesting that your complaint is escalated to Stage 2: Final Review.
Stage 2 complaints will be reviewed by a member of the Senior Management Team.
Your complaint will be carefully reviewed, and Gateway will take full account of all issues and any actions taken or proposed. We will always seek the best possible outcome for you and use this to guide our final decision.
A final response will be issued within 15 working days of the Stage 2 request being submitted. If no further response has been received from you in accordance with the above, we will deem your complaint as resolved.
Stage 3
If you remain dissatisfied with the response from Stage 2, your complaint may be referred to the Building Safety Regulator.