Robert said, "When I attended the very moving event held in Speaker’s House and spoke to survivors, one of the most striking and moving points made was residents telling me that repeated complaints and concerns had been raised but had not been listened to or acted on. Does my right hon. Friend agree that the point in the Hackitt report where she recommends a clear line of complaint, recognition and action must be acted upon if we are to rebuild trust—not just in relation to Grenfell, but everywhere with tenants in high-rise buildings?"
James Brokenshire, Secretary of State for Housing, Communities and Local Government, replied "Trust lies at the absolute heart of all this, and the issue of escalation is one that Judith Hackitt refers to starkly and clearly in her report; it is one of the key recommendations. Obviously, all of it sets out change that needs to happen, but it is important that the complaints—the voices—are listened to and that there is a means of escalation so that change can happen."