Building Safety Regulator: Complaints
The question
To ask the Secretary of State for Housing, Communities and Local Government, how many formal complaints the Building Safety Regulator received this year; and how many of these complaints were upheld.
Answered by Samantha Dixon
“Complex Cases” has replaced the term for cases previously referred to as being with an Account Manager. The change in name is representative of the nature of these cases. These cases can include:
- Large and/or multi-building developments
- Cases where the construction systems, materials or design approaches that are proposed give rise to a new technical or operational policy issue that requires extra consultation with subject matter experts
- Cases that contain disputable design solutions that cannot be fully resolved through the normal MDT process
These criteria mean the application may take longer than a standard case to work to completion.
The Building Safety Regulator (BSR) can confirm that 100 Gateway Two applications were completed in March 2025, with 40 of these being determined within the 8 or 12-week statutory period.
Between 1st January 2026 and 13th April 2026 there have been 38 formal complaints raised to the BSR. Within these complaints, 8 have been upheld, and 11 have been partially upheld. Of the remainder, 11 were not upheld and 8 are still live.
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