How to Raise a Building Safety Complaint

Living somewhere that feels safe, secure and well-managed is essential. If something doesn’t feel right, you should always feel confident speaking up. At Fresh, there’s a clear and supportive process in place to make raising building safety concerns simple and transparent, so you can be assured they're taken seriously.

Here’s your guide to reporting a safety issue.

Speak to a member of staff

Your General Manager is your first point of contact for anything building-related. Whether you’ve noticed something that doesn’t look quite right, have a question about fire safety, or just want some clarity or reassurance, they’re there to help.

You’ll also see posters around the building with information on what to do if you spot a safety concern, so you’re never left guessing.

Formally report your concern using the complaints form

If you need to raise a formal complaint, Fresh makes it easy. Each property displays a QR code that takes you directly to the official complaints form. Just scan, complete the form with as much detail as you can and submit it.

This process means your concern is logged properly, reviewed by the right team and followed up promptly in line with Fresh’s full complaints procedure.

Join resident engagement meetings

For your chance to play an active role in shaping your student community, your General Manager hosts resident engagement meetings throughout the year. You can use them to:

• Ask questions
• Share feedback
• Raise non-urgent safety thoughts
• Understand how your building is being run

It’s a great space to stay informed and get your voice heard.

What happens next?

Once your complaint is submitted, it follows our official complaints procedure. We aim to respond to complex complaints within 72 hours, and you’ll receive updates, so you always know what’s happening and when to expect a response.

Keeping our Fresh Communities Safe

Raising a concern keeps everyone in your student accommodation safe. If something feels off, trust your instincts and report it. Fresh is committed to creating safe, supportive communities, and your input plays a huge part in that.