Staying safe in your home

Looking after the safety of our customers is something we take very seriously. Safety is our priority when building and maintaining our homes. We work closely with health and safety experts and the fire service to ensure our homes are safe for our customers. 

We understand that customers may have questions and we have also produced a leaflet with practical advice and steps you can take to ensure you and your families can also reduce the risk of fires.

You’ve just installed External Wall Insulation (EWI) to my home – is it safe?

EWI is installed by fixing insulated panels to brickwork and then skimming over them with render. This system is fire resistant but it is important that it is installed correctly so all elements work together to provide the protection required.

This render insulation system is completely different to the cladding system seen on Grenfell Tower where the tragic events have occurred. We want to assure you that this render insulation system meets all of the UK required standards  for fire safety.

Q.What should I do if I have a Hotpoint fridge freezer?

You can visit the Hotpoint website where you will find information on how to check your model and serial number. At this point it’s only speculation that the fire originated from this appliance.The branded fridge freezer was manufactured between March 2006 and July 2009, model numbers FF175BP (white) and FF175BG (graphite). If you are the owner of one of these fridge freezers, you can complete a form on Hotpoint’s website or call Hotpoint. Details here www.hotpointservice.co.uk/fridgefreezer

Q. What reassurance can you give me about my property?

Customer safety and security is a priority for us and we have thorough and robust health and safety procedures to ensure that all of our homes are safe for our customers to live in. If you have any concerns about your property, please contact our customer service centre on 0345 141 4663.

 

 

Q. What should I do if I have an outstanding query or repair? 

 

If you have an outstanding query, please contact our contact centre on 0345 141 4663.

 

 

Q. How can I keep up to date with the latest information about fire safety?

 

We realise that many people will have questions and want to know more about what precautions we, as a housing association, are taking following what has happened at Grenfell Tower.

 

Safety of all our customers is paramount and we’ll keep you updated by either writing to you, through our website and social media or via Housing Managers, should we need to speak to you directly.

 

If you have any other concerns or questions you can contact us via our customer service centre on 0345 141 4663, here on the website or through the Home Group app.

 

 

Q. Can you tell us about your Health and Safety procedures?

 

We carry out a range of checks on a regular basis. 

 

  • Fire alarm systems are tested on a weekly basis and serviced regularly –engineers visit monthly or six monthly depending how complex the alarm system is. 
  • Smoke detectors within properties are tested periodically.
  • Some types of buildings require sprinkler systems. In buildings that have sprinkler systems, they are tested annually and sprinkler pumps are tested weekly.
Q. How do you pick which contractors you work with?

 

We have a thorough health and safety pre-qualification regime which is regularly tested by both our procurement and Health and Safety teams against external standards.

 

 

Q. Who is responsible for checking my smoke detector? 

 

We are responsible for maintaining smoke detectors but in addition to this we encourage customers to follow best practice and check their smoke detectors on a weekly basis. 

 

 

Q. I think I need a new smoke alarm/smoke detector - where can I get one? 

 

Home Group fits smoke alarms into all our properties. We have a programme of checking them periodically but always recommend that you also check them on a weekly basis. If you find a fault or think it needs replacing please log this as a repair by reporting it on the Home Group repair app or by calling our customer service centre advisors on 0345 141 4663.  

 

 

Q: How frequently are safety checks carried out to sprinkler systems, alarms, hoses, smoke detectors?

 

We carry out a range of checks on a regular basis. 

 

  • Fire alarm systems are tested on a weekly basis and serviced regularly –engineers visit monthly or six monthly depending how complex the alarm system is. 
  • Smoke detectors within properties are tested periodically.
  • Some types of buildings require sprinkler systems. In buildings that have sprinkler systems, they are tested annually and sprinkler pumps are tested weekly. 
Q. Who carries out your fire risk assessments?

 

As a national provider we have a number of competent fire risk assessment contractors as well as Fire Risk Assessment colleagues throughout the UK. We are part of a Fire Authority Primary Authority Scheme which means we have one contact with a single fire and rescue service. We work with Tyne and Wear Fire and Rescue (TWFRS) service which audits our services nationwide. Details on the TWFRS scheme can be found here 

 

 

Q: I’m not sure what to do if there’s a fire in my house – should I stay put?

 

To remind you of some of the precautions you can take we’ve produced a leaflet. Click here to read it. For more information visit www.twfire.gov.uk

Q. Do we need a sprinkler system?

 

This really depends on what type of property you live in. Not all properties need to have sprinklers installed. We always comply with building and health and safety regulations and with the exception of certain sheltered and residential care schemes, only properties over 30 metres high are required to have a sprinkler system. 

 

 

Q. Are there any precautions I can take to reduce the risk of a fire?

 

There’s lots of simple things we can all do at home. These can range from taking care in the kitchen when cooking, taking plugs out at night, checking candles are blown out and that they are not near curtains or fabrics. Our general advice to smokers is not to smoke in your house, however if you do, there are steps you can take as well to reduce fire risks. 

 

To remind you of some of the precautions you can take we’ve produced a leaflet and advice available here.