Draft Residents' Engagement Strategy Emerald House

Fire Safety and Resident Engagement

The Government has introduced legislation to ensure that all residents have more knowledge about fire safety in the buildings where they live and also that you can be more actively involved in building and fire safety matters in your home. 

Our proposed Resident Engagement Strategy (“RES”) document is on this page. It provides you with details of what you can expect to be consulted on regarding building safety, how you can participate, including how you can report any concerns on safety. We encourage you to provide feedback on The Resident Engagement Strategy by completing this form, it will only take a few minutes of your time. Alternatively you can respond via email to emerald.house@eppcs.co.uk or get a feedback form from the concierge. Let us know if you think this is the best way to keep you informed.

There is now a dedicated fire safety notice board in the lobby. Please ensure you read all the notices posted on the fire safety notice board. We will update it regularly.

We have also introduced a residents’ portal. You can register for the residents' portal by completing this form. The QR codes are also displayed on the fire safety notice board in the lobby. All the important fire safety related documents like for example, fire risk assessments and fire equipment maintenance schedules for the building will be uploaded to the portal making them all accessible. As explained in the RES below, we will keep you updated through the notice board and portal.

We look forward to receiving your feedback on the RES.

 This document has been prepared to provide all residents with information about your building and how you will be consulted about building safety. 

The detailed aims of this strategy are outlined in section four of this document. The overall aim is to establish open communication with all residents and provide you with the tools to empower you to be actively involved in building and fire safety matters in your home. 

The document provides residents with details of what you can expect to be consulted on regarding building safety decisions and how you can participate. We encourage residents to provide feedback on this document and how you would like to be consulted. 

Understanding

We acknowledge that not all residents will speak English as a first language. Communications will be sent with access to a translation tool via a QR code. This will allow residents to read communications in their chosen language, should it not be English. 

To access the tool, please click here for Android or Apple 

Where residents have any other additional requirements that will assist with your understanding of this strategy, you can contact the relevant team to discuss your needs. Contact details of all relevant parties are provided within section nine of this policy. 

The below provides a summary profile of the building, the residents and management of the building.

•  Principal Accountable Person (PAP) -   Emerald House RTM Company Limited emerald.house.rtm@gmail.com 
•  Resident Profile -  There is a mix of resident owners and tenants within the building. There are no identified language barriers within the resident profile. 
•  Assistance Requirements -   Those with additional needs are encouraged to self-identify their needs to the management of the building. Each occupant is able to complete a Personal Emergency Evacuation Plan (PEEP) for their individual needs. You can do this by contacting the Property Manager for the building.  There are no occupants currently that have identified additional needs for evacuation.  
•  Engagement Profile -  Emerald House has a residents’ portal. The primary method of communication will be via the notice board in the lobby and through the residents’ portal. There will be a push to encourage use of the portal by all residents. 
•  Number of floors above ground -   13 floors
•  Building Height -  34 metres 
•  Number of Apartments -      131 (including   4 duplex units and 1 basement unit)
•  Development Profile -  Emerald House is a modern development, converted from offices in approximately 2016. 

Introduction

This engagement strategy has been developed for you as residents, to make clear how you can engage with building safety matters within your homes. 

This engagement strategy has been developed on behalf of the Principal Accountable Person (“PAP”) for the building, in line with the requirements of Building Safety Act 2022.

Aims

This Residents Engagement Strategy outlines the ways in which we will enable you as residents to be involved in building safety decisions and to inform you about building safety decisions.

Its purpose is to:

● Ensure that residents are aware of building safety information 

● Provide understanding of the responsibilities for the safety of residential buildings

● Provide a stronger voice for residents

● Provide information on how you can raise a building safety concern or complaint if you feel your concerns were not listened to.

● Give oversight to the regulator regarding the engagement with residents regarding the safety of your homes

● Build and maintain trust with residents

Review of this Strategy

This document will be reviewed in line with the requirements of the Building Safety Act 2022 together with subsequent Regulations and other legislative changes. 

It will be reviewed:

● After every consultation of the strategy

● At least every two years

● After a mandatory occurrence report

● After the completion of any significant material alterations to the building

● If after review, engagement levels are not considered satisfactory

It is acknowledged that this strategy will be a live document and may be reviewed at any point that is considered necessary, documented within the version control table within section 1 of this document.  

Communication and Engagement

As building managers, EPP Chartered Surveyors (EPPCS), on behalf of the PAP, will use various ways to communicate with you. The method and frequency of communication will be dependent on the information being disseminated. 

A copy of this strategy will be made available to all residents.

Methods of communication may include (but are not limited to):

● Notice board

● Residents’ portal

● Email

● Text message

Arrangements will be made for those who require specific arrangements for accessibility reasons where these have been requested. 

We encourage your involvement in decision making regarding the safety of your homes. 

Issues Affecting Fire Safety

Where significant issues have been identified that affect the building’s safety or the safety of residents, regular updates will be provided. The information shall include:

● Details of the issue(s) identified

● Any interim measures required / put in place

● If further investigation is required

● Details of the remedial works required to rectify the issue(s)

● The frequency of updates and the date when the next update will be provided

Information relating to any issues or works relating to fire or structural safety will be communicated via the notice board and the residents’ portal. 

Where emergency measures are put in place that require immediate implementation, information will be provided to residents as soon as is practicable.

Clarity And Accessibility Of Information

You will be proactively provided with information you need to help you understand the general precautions in place that keep your homes safe. Information that will be provided as standard includes:

● The general fire precautions in place to prevent fire

● Fire safety arrangements for your homes, including evacuation arrangements, or changes to them 

● Information that will assist you manage the risk of fire in your home

● Details of how to report fire or other building safety concerns 

● The roles and responsibilities and contact details of those involved in the management of your homes

In addition to the information that will be proactively shared with you, additional information will be shared on the residents’ portal:

● Detail of current fire risk assessment including date, findings & recommendations

● Fire protection measures in place for the building, and inspection schedule

● The fire strategy for the building

The Building Safety Regulator (BSR) has started a campaign to inform residents about safety in high rise buildings, what the responsibilities of the Principle Accountable Person (PAP) are, along with what residents can do to keep them safe. For more information, please visit their website Your home, your safety - Making Buildings Safer (buildingsafety.campaign.gov.uk) 

This strategy outlines our approach to engaging and involving you regarding fire and building safety. 

There is a difference between building safety and the day-to-day management of a building. Whilst there may be a crossover between the two, only those issues that affect building safety will be consulted on with all residents; whereas other issues will be communicated to leaseholders only as opposed to residents. 

Residents

All residents will receive information on the development and how to access information about their building. You will also be provided with details about the fire safety aspects of your individual apartments.

All information will be provided to new residents within a maximum of 3 months of occupying the residence, with information on the fire strategy being provided immediately after notifying the managing agent of a change.

Decision Making

The decisions made about building safety matters may arise from works or recommended mitigation measures from assessments or surveys from competent third parties or from consultation with residents. 

EPPCS, as managers of the development, ensure that ongoing fire safety maintenance is undertaken and are best placed to consult with both contractors and residents regarding mitigation measures, to reduce the impact on residents, arising from works. 

EPPCS reviews all feedback received following any consultation and advises the PAP who is ultimately responsible for agreeing the proposed approach.

The accountability, responsibility and support offered on decision making regarding building safety risks and information being shared. 

• Review of Feedback - Principal Accountable Person - Legally Obliged to ensure duties are undertaken. EPPCS Property Manager Acts on behalf of the PAP to carry out duties. And provide support and guidance to ensure effective decision making.
• Proposed Mitigation Measures - Principal Accountable Person - Legally Obliged to ensure duties are undertaken. EPPCS Property Manager Acts on behalf of the PAP to carry out duties. And provide support and guidance to ensure effective decision making.
• Implementation of Mitigation Measures - Principal Accountable Person - Legally Obliged to ensure duties are undertaken. EPPCS Property Manager Acts on behalf of the PAP to carry out duties. And provide support and guidance to ensure effective decision making.

The First Draft Of The Resident Engagement Strategy

Upon the first issue of this engagement strategy, if you are a lawful resident in the building and over the age of 16 you will be asked for your input, should you have any. This will be done via a survey where your opinions and feedback are collated and reviewed. The survey will be open for a minimum of three weeks. 

The survey will collate the following information:

● If you agree with the strategy

● Any other information you want to be consulted on

● Your preferred method of consultation

Within one month of the closure date of the survey, a substantive response will be provided, which will detail the outcome of the survey and what action, if any, is being taken as a result of the feedback received. 

Changes To This Strategy

Where significant changes or updates have been made to this strategy, you will be consulted before the changes are implemented. Significant changes include (but may not be limited to):

● Changes in the method of communication

● Changes to the types of information you will be consulted on

● Changes to the strategy as a result of a review 

How Residents’ Views Will Be Sought and Used

The manner and timescale in which residents’ views will be sought will depend upon the issue on which views are being sought.

The outcome will be posted on the notice board and residents’ portal. 

The response will detail:

● The anonymised results of surveys, votes or other responses requested

● How the results affected the scope of the issues, if the scope has changed including why it has changed

The response time will be dependent on the issues and responses. 

Works 

Where works affecting fire safety or structural safety of the building that may cause a nuisance and are anticipated to take longer than one week, you will be provided with information via the notice board and the residents’ portal. The information will contain details about how mitigating measures will be implemented to reduce the impact on you as residents. 

The information will also contain relevant details about the contractor and when they are expected to undertake the work and the times of day, if known. For works anticipated to take longer than one month, ongoing relevant updates will be provided. 

Consultation With Residents 

We recognise that you may not want to be asked for your views on every decision and would rather be asked on decisions that impact you. For example, where improvement works are planned to fire safety systems or other major structural repairs that will impact you, we will discuss these elements of work with you. Other things we may engage with residents on for example, the time that the building contractor can start and finish work during the day. 

You will be consulted on this strategy and views and opinions will be considered. If the strategy is updated because of the consultation, the updated strategy will be shared, however, it will only be consulted on again if there are major changes. Further views and opinions will still be welcomed. Unless otherwise stated, the consultation period on the strategy will be not less than three weeks.

We may not be able to consult on everything 

Whilst we are fully committed to consulting with you on Building Safety matters, this may not always be possible. If we identify an imminent risk, we may not be able to consult before we take action to mitigate the risk. Similarly if we are required to make a change which significantly affects our Fire Strategy eg. significant changes to the fire alarm systems or temporary / permanent changes to the evacuation strategy, we may not always be able to consult you. We will however keep you informed of any such changes in as soon as reasonably practicable.

Critical Risk Management

If we need to mitigate a risk immediately, we will not seek your views. However, as soon as reasonably practicable, information about the measures taken will be shared. 

Communication From Interested Parties

Should the building receive any significant communications from any of the following interested parties, details of the communication will be shared with you:

● Fire & Rescue Services

● The Building Safety Regulator

● The Local Authority

● Organisations with legislative enforcement powers

● Government bodies

Significant communications will be considered (but not limited to):

● Confirmation of communications relating to enforcement action or improvements required under legislation

● Information that will have an impact on the fire arrangements for the building

● Changes regarding relevant legislation and/or guidance

Fire Safety Arrangements

Information regarding the fire safety arrangements for the building will be available at all times via the notice board and the residents’ portal.

The section outlines who the relevant contacts for this building are and their contact details. It is always recommended that any concerns or issues regarding the site are initially raised with the property manager. However, the matrix will provide contact information for all relevant persons involved in the management of the site. 

• Principal Accountable Person -  Emerald House RTM Company Limited emerald.house.rtm@gmail.com  -  Escalation of Complaints 
•  Concierge/Caretaker - 07759 219368 - Queries 
•  EPP Chartered Surveyors Property Manager - emerald.house@eppcs.co.uk 07783 723988 - Concerns. Site information. Suggestions & ideas 
•  Property Manager - Director -  luke@eppcs.co.uk - Concerns. Suggestions & ideas. Management concerns 
• Health & Safety Team - Emerald.house@eppcs.co.uk - Fire or structural safety
• Complaints - enquiries@eppcs.co.uk - Management complaints. Building safety complaints
• General Data Protection Regulation - Emerald.house@eppcs.co.uk - GDPR queries and concerns
• Building Safety Regulator - Contact the Building Safety Regulator - GOV.UK   (www.gov.uk) Unresolved complaints

Tell us about a building safety risk

We want residents to play effective role in making sure your building is, and remains, safe. This includes identifying and reporting hazards that may impact on the safety of the building, and meeting responsibilities to ensure your safety and that of your neighbours. 

If you see anything that could cause a fire, worsen the spread of fire, cause parts of the building to collapse or affect the structure of your building then please let us know so that we can respond to the issue. This may include reporting the smell of something burning, loose wiring in the communal areas, a fire door not closing, or structural issues. 

If you have a concern about a building safety issue, you can raise this in person through the concierge or via email on emerald.house@eppcs.co.uk or 07783 723988.

Should you feel the property team has not dealt with your building safety concerns and you wish to make a formal complaint, this can be escalated to enquiries@eppcs.co.uk 

How to raise a formal complaint about a building safety issue?

A relevant building safety complaint is a complaint specifically relating to a structural failure or the spread of fire in the building (building safety risks), or the risk thereof or the performance of the people / organisations in charge of repairing or maintaining the common part of the building. 

For more information why this procedure is in place, please visit the government website https://www.gov.uk/guidance/operating-a-complaints-system-for-building-safety-in-a-high-rise-residential-building#keeping-a-record-of-relevant-complaints. 

Building Safety Concerns can be raised directly with the property manager, over the phone, in person, or via email. Contact details for the property team are found in section 9 above.

EPPCS has a complaints handling procedure and will coordinate any complaints. It is a two-stage process. At Stage One, EPPCS will review and consider your complaint in full, trying to resolve the complaint to your satisfaction. At Stage Two, if you are not happy with EPPCS’ response, you have the opportunity for the complaint to be considered independently. Any formal complaint can be sent to enquiries@eppcs.co.uk or EPP Chartered Surveyors, Elmfield House, Arrathorne. DL8 1NE

The purpose of the building safety complaints procedure is to satisfy the requirements of the Building Safety Act 2022 and to ensure that you have clear guidance on how to make a complaint about building safety matters. If you are not satisfied with the outcome of the complaint then you may Contact the Building Safety Regulator - GOV.UK (www.gov.uk) 

Privacy

For details of how we process your data, please visit https://eppcs.co.uk/privacy-policy 

Whilst encouraged, it is not anticipated that all residents will engage with all areas of building safety. 

The engagement with this strategy will be measured via various forms:

● Responses to surveys

● Informal client feedback

● Resident understanding of fire safety information

Feedback will be requested during consultation on this strategy.