This theme looks to assess how effective the housing provider is at meeting its legal responsibilities to protect customers and keep buildings safe.
Over the past year, we’ve invested £3.7 million in building and fire safety, ensuring compliance with evolving regulations. Key actions include submitting Building Safety Cases for high-rise buildings, implementing a Mandatory Occurrence Reporting system, and progressing remediation plans.
We’ve maintained strong customer engagement by clearly communicating evacuation procedures to apartment block residents and issuing regular safety updates. In collaboration with our Customer Involvement Team, we carried out a comprehensive consultation programme for residents in high-rise buildings over 18 metres, resulting in tailored Building Safety Engagement Plans.
Our remediation programme is underway, with works starting on our three highest priority buildings in early 2025, which are progressing well against the project plan. We’ve also enhanced fire detection and sprinkler systems in high-risk buildings and updated our risk management strategies.
The programme is backed by our 30-year Business Plan, with additional funding from the Government’s Cladding Safety Scheme and, where applicable, the original developers. Ongoing compliance activities – such as fire risk assessments, gas and electrical safety checks, and water hygiene inspections – are led by our specialist internal teams, and supported by external consultants and contractors, including fire engineers and project managers. This investment reflects our continued commitment to maintaining high safety standards and effectively managing risk.
To address issues with the quality of our existing homes, particularly around damp, mould, and condensation, we’ve implemented a comprehensive strategy over the past year, combining proactive inspections with responsive repairs.
We’ve strengthened our reporting systems to ensure prompt action and provided customers with guidance on preventing condensation and maintaining a healthy environment within their home. We’ve also invested in training for our maintenance teams to ensure they’re equipped to manage these issues effectively.
In response to specific cases, we’re tackling the ‘root causes’ by delivering tailored solutions – such as improving ventilation, fixing leaks and enhancing insulation. We also plan to introduce advanced diagnostic technology to assess problems accurately and guide effective remediation.
Our commitment to continuous improvement is reflected in regular reviews of our policies and procedures, incorporating best practice and customer feedback to ensure the highest standard of safety and quality in all of our homes.
In 2024/25 (period from April 2024 – March 2025), 2,321 cases were reported and had a damp and mould inspection.
This equates to 12% of the homes where we have a full repairing responsibility
