Building safety feedback
During the Autumn of 2024, Hightown engaged with over 100 residents by way of a survey on building safety. The purpose of the survey was to engage residents on the Association’s building safety policy and complaints process linked to high rise buildings.
The survey was communicated to residents in a variety of ways including email, letter and the online portal.
Hightown remains committed to building safety, ensuring our residents feel safe and secure in their homes. The purpose of the survey was also to establish residents’ views on their roles and responsibilities, what to do in the unlikely event of a fire and what type of engagement and interaction residents prefer and want available to them now, and in the future.
The results of the survey were:
- The majority of residents were happy and agreed with the proposed policy for high rise buildings, without any proposed amendments.
- Residents were in favour of the communication methods used by Hightown on this matter and for future matters, being online surveys and consultations, before implementing the proposed strategy.
- Residents were not in favour of estate walkabouts with their designated inspector. These involve inspections of the buildings internal communal areas and external grounds.
- Residents were not in favour of drop-in sessions arranged throughout the year, whereby dates would be arranged for residents to attend Hightown House and engage with staff on any related queries.
- Residents were unsure of whether they were in favour of attending quarterly meetings, where residents would have the opportunity to meet their inspector and Housing Officer.
- Residents were overwhelmingly in favour of hard copy communication, via letter, leaflets and newsletters throughout the year.
- There was no resident in favour of becoming a 'Resident champion', which would have involved attending meetings and inspections and relaying residents' concerns to Hightown on a regular basis.
- The majority of residents felt they understood building safety information, which is provided to them at sign up, through various means of communication, online and displayed in entrances within high rise buildings.
- There was varied feedback on understanding how residents can participate in building safety decisions in the future.
- There was also diverse feedback regarding the understanding of residents’ obligations in respect of contributing to building safety and what residents should do in respect of this.
- Residents made clear that the majority understand how to raise concerns or complaints, although additional clarity would be useful.
We are grateful to all residents who took part in the survey. Your feedback has helped us set the priorities for the proposed strategy.
As a result of this feedback, we have and will:
- Implement the proposed high rise building policy and publish this on the Hightown website
- Continue to communicate with residents via a variety of ways, predominantly via hard copy communication such as leaflets, newsletters, letters, surveys and consultations.
- Whilst residents were not in favour of estate walkabouts, becoming a resident champion or attending quarterly inspections, we will continue to publicise these options and dates of inspections.
- Re-publish building safety information and how residents can participate in safety decisions via different communication methods, including within entrances of buildings and on Hightown's website.
As part of Hightown's ongoing commitment to resident safety we will also:
- Provide information in different formats, or in other community languages on request.
- Continue to work alongside our designated primary authority partner for specialist fire safety advice, ensuring external reassurance and partnership working.
- Share relevant information with our colleagues in teams across our service, and in community who deal with resident enquiries, such as councillors, MPs and other authorities.
- Support and encourage group activity, helping bring residents together and enabling us to communicate with many residents.
- Include a summary of activity linked to building safety within our annual report for all residents.
- Continue to use 'easy-read' communication, combining short, jargon-free sentences with simple, clear images to help explain the content.
- Look to implement more digital noticeboards across all high-rise buildings.
- Provide greater feedback to residents to demonstrate how we've listened and responded to complaints or comments from high-rise residents.
- Sharing more positive news and updates about our investment, improvements to blocks and the care and support we give to residents.
- Exploring how we can communicate better using local connections Are residents in regular contact with schools or community groups, and can they help us share key messages?
- Provide fire safety advice on our website.
- Make sure that when undertaking any major works, all relevant health and safety aspects are prioritised and that residents are aware of any safety issues that relate to the work concerned,
- Promote key messages about safety, waste removal, repairs, and who to contact, in block noticeboards.
- Prepare Personal Emergency Evacuation Plans (PEEPs) to all high-rise residents.
- Carry out tenancy visits on a priority basis.
- Raise awareness of the Building Safety Regulator, who you can also approach for independent advice and support.
- Analyse complaints we receive from all high-rise residents to better identify trends and service improvements.
- Ensure the high-rise building strategy is reviewed and residents are engaged on a biannual basis, in line with government regulations.
Hightown will evaluate the success of our ongoing action, and commitments for the year ahead by monitoring:
- Tenant Satisfaction levels
- Surveys and consultations, as clearly preferred by residents through existing feedback.
Should residents feel their views and/or concerns are not being listened to, residents are entitled to make a complaint.
You can make a complaint by emailing customer.resolution@hightownha.org.uk or phone on 01442 292300. Your complaint will be addressed within 10 working days by the complaints department. All complaints are treated in the utmost confidence and are considered by Hightown as an opportunity to engage and learn.
Complaints for all residents' high-rise homes builds, are handled in line with our high-rise building complaints policy and adhere to the standards set by the Housing Ombudsman Complaint Handling code.
Hightown will continue to support our valued residents. We support residents who wish to engage with us individually or collectively, on building safety or any other issues, about how we manage the block. Our support includes:
- Giving residents’ groups (existing or those wanting to become a group) practical help and support.
- Supporting the Residents’ Panel - a group of residents, including any from high-rise homes, who are happy to be consulted on issues about their building and the services we give.
- How we listen and respond to your feedback and create a culture of joint working and mutual respect.
- More information on the ways you can give feedback and influence what we do is available on our resident involvement page.
