Queensway Court

Our contractors, Deeleys, will be starting remedial works in homes in the week commencing 28 October. We’ll only start work on homes that have already been surveyed and we’ll use the findings from your individual compartmentation survey to plan what works are needed. If work is needed in your home, we expect that most of it will be done in your kitchen, bathroom and hallway.

All remedial works will be completed in line with FIRAS accreditation (FIRAS accreditation gives us reassurance that fire stopping works that are completed on your homes is accredited by a third party to the highest safety standards). We’ll also thoroughly check and sign off all work that has been done by our contractors Deeleys, to ensure it has been completed to the correct standard.

What will happen during the remedial works?

The scope of your remedial works will depend on what is found in the individual compartmentation survey for your home and we’ll be able to update you in more detail once the survey has been carried out.

It may be necessary to create more hatches to access the pipework in your home and install fire safety collars. Rest assured that any damage to your walls will be made good after the remedial works are complete.

Deeleys (and their accredited sub-contractor TBL) will be carrying identification and if work is needed in your home, they’ll aim to complete it as quickly as possible and keep disruption to a minimum. Your Scheme Manager will work with you to make sure we accommodate all your needs while the work is going on.

When will works start?

Compartmentation surveys started on Monday 21 October. Remediation works are due to start the week commencing 28 October in homes that have already had a compartmentation survey completed.

Who will be on site?

Contractors from Frankhams will be on site conducting the compartmentation surveys. TBL, a FIRAS-accredited contractor, will be on site for the remediation works following the surveys. Kevin Gallacher (Deeleys) and Ryan Carrol (Frankhams) will be on site to oversee the project. All contractors will carry identification, which you can ask to see if you are concerned about letting them into your home.

Can you provide a scale of the works required?

After we’ve surveyed the compartment walls in each flat, we’ll be able to provide a full schedule of what works are required and then we can work with you to ensure they are completed as quickly and with as minimum disruption as possible.

Have you got to take out our kitchen units?

Each flat will be assessed individually and one flat may require different works to another. Once we have assessed your home, we’ll be in a position to know which units will need to be removed, if any. If we do need to remove kitchen units, our contractors will do this and ensure that they are re-installed afterwards.

Will the schedule of works be shared with all residents with dates?

Property Safety Manager Ryan Jordan delivered a presentation at Queensway Court on 16 October to update residents on the schedule of works. Appointments are now being booked and compartmentation surveys are underway.

Can you provide a scale of the works required? Will decoration be done at the same time as the works or will we need to wait for another appointment?

Decoration will not be necessary as the hatches will be installed in a way that does not damage the surrounding area. Vacuums and sheets will be used to minimise dust and disruption. If there is a need for decoration due to unforeseen damage, we will review this individually and ensure that the contractors remediate accordingly.

Will individual residents be provided with the report for their flat?

We can provide you this if you request this through your Scheme Manager, Emma. We’ll then provide you a copy of the report once it’s been completed.

How long is it going to take until all the work is completed?

We’ll update you once we have a proposed completion date from our contractors. We may not be able to give you an exact date, as work of this scale can vary in length, but we will do our best to give you a rough estimate of how long work will take.

How do we know that the companies that will be carrying out the fire compartmentation works are specialists?

We only use fully qualified and accredited companies to carry out fire compartmentation works. All our contractors are FIRAS accredited and all remediation works will be checked and audited by FIRAs, the contractor and by us. As part of the works, we will be taking ‘before’, ‘during’ and ‘after’ photos. These will be saved in our records as evidence that the works have been carried out to the required standards.

Will you be checking the pipes that go into the apartments too?

Yes, we will be checking all fire compartments which includes any pipes or wires that go from one compartment to the next. Any found to have gaps between them will be fixed.

What came out of the Type 4 Fire Risk Assessment report about customer safety?

The inspection was carried out at various locations in the village, including several homes, communal areas, the plant room and the commercial kitchen. The main concerns the report identified were breaches within the compartmentation walls. This included incomplete structures, incomplete fire stopping, and fire stopping which was not verified.

There were also several management actions which were flagged, including updates to fire detection, updated floor plans to improve our response in the event of a fire, additional training for staff, and communication to residents, all of which have now been completed or have an appointment to be completed. The actions are all now captured within the entire project duration. This has been put together within a comprehensive project plan and shared with the local Fire and Rescue Service so they are aware of the approach.

Were the 18 surveys carried out during the Type 4 Risk Assessment in different styles of apartments?

Yes, during the Type 4 Risk Assessment a variety of homes across the building were surveyed.

Why did it take eight years to find the faults?

The rodent issue in the building highlighted the issue with fire compartmentation. We became aware that rodents had been entering the building and travelling from flat to flat. This should not be possible as all flats are fire compartments, so rodents shouldn’t be able to travel in this way. 

We arranged a Type 4 Fire Risk Assessment, which looks at both communal areas and individual homes. It removes parts of the constructed building to look at areas that cannot normally be seen, to check that all of the materials have been installed to the building’s design standards. 

In this case, the results on a 10% check of the building showed that parts of the fire safety compartmentation had not been constructed as they should have been. This means that, in the unlikely event of a fire, it could pass from the original compartment it started in more easily.

Why wasn't it inspected over the past eight years?

We are legally required to carry out a Type 1 Fire Risk Assessment, which is a communal check to ensure there are no visible fire safety issues. We carry out this inspection annually and raise any significant fire safety issues to ensure the building is kept safe.

When we discovered that there were rodents within the building moving from one compartment to another, we had concerns over the compartmentation. This then led us to have a Type 4 Fire Risk Assessment carried out which is a more intrusive survey, peeling back the construction layers, and lifting ceiling tiles which is where we have found further compartmentation issues which we are working to rectify.

How did this building pass the inspection? 

The compartmentation issues have only come to light following the recent detailed investigation which was prompted by the issues with rats in the building.

What about the rat issues?

We are continuing with planned visits from Rentokil to manage the rat issue and have conducted a drainage survey which will be reviewed. If the survey identifies defects with the building, we will ensure these are addressed and corrected by the liable contractor.

Do we stay in the flat or leave when the alarm goes off in the main building?

We have a Stay Put fire evacuation policy. This means that unless the fire service tells you otherwise, you should stay in your flat with all doors and windows closed if the alarm goes off in the main building.

Is the 'Stay Put' policy still ok?

Yes, the Stay Put fire evacuation policy remains in place because of all the fire protection measures that we have. This is because all buildings are built as a system, and they have lots of different elements in that system to keep customers safe. While one element (the fire compartmentation) is currently not working, the other elements that keep you safe are working. These include the alarm system, a full coverage sprinkler system, and good building management. We also have alarm activation alerts, which go to a receiving centre, who call the fire service to make sure any fire is attended as quickly as possible.

Our partnership with West Midlands Fire Service allows us to discuss the situation with them. They support us in making sure the building is safe for you to live in. They have visited Queensway Court and inspected how the building is managed and maintained for themselves, and they are happy that we can continue with the ‘Stay Put’ policy.

Where is the evacuation point?

If you need to evacuate the building, you should gather at the fire assembly point in the rear car park, which you can access via the rear auto doors in the coffee shop. The fire assembly point is marked by the green sign pictured below.

Who is playing for the full service and third party audit on the sprinkler system?

We are paying for it. The service is outside of the agreed regular services and inspections. It will be picked up by Orbit and will not be added to your service charge.

The sprinklers have a shield, but in the kitchen this is missing. Is this correct?

Yes, this is correct. The sprinkler head that can be seen in the kitchen is the same as what is behind the shield in the other rooms. If activated, the sprinkler head will drop down and push the shield off so that water can spray across the room. The sprinkler head is not covered in the kitchen because it is the highest risk area for fires to start, and the water needs to spray across the room quicker if a fire does start.

Will we be removing the caps off the sprinklers?

We have recently carried out a number of repairs to the sprinkler system at Queensway Court. We have decided to carry out a more in-depth survey to physically check behind the caps of each sprinkler head within the building, to ensure they are all working properly. The survey report has been shared with the developer and they will be carrying out their own survey week commencing 21 October. Following this, we’ll ensure any issues are rectified immediately by the responsible contractor.

How will the sprinkler system operate in the event of an emergency? 

The sprinklers operate on a fusable link and are activated by heat when the temperature reaches above 70 degrees Celsius. The sprinkler nearest the fire will activate and suppress the flames.

How will the sprinkler system still activate with the issues that you've found?

ASAP, our contractors for sprinklers, have carried out multiple services at this site. They’ve carried out any necessary repairs to ensure the system is operating effectively. They’ve identified some alterations which will optimise how the system works, which we will complete once the quotation has been approved. None of these repairs or servicing will be charged back to customers.

The most recent in-depth report has been shared with the developer and they will be carrying out their own survey in the week commencing 21 October. Following this, we’ll ensure any issues are rectified immediately by the responsible contractor.

When will the sprinkler system repairs be carried out?

The original installer has been notified of the issues that have been found on the original survey and they are carrying out their own survey in the week commencing 21 October. We will review the surveys once they have been carried out to determine who is responsible for any issues and commission the remedial works as soon as possible with the appropriate contractor.

Are further works planned for our sprinklers?

We conducted our own sprinkler survey through CCSS, which found some defects. We have let Deeleys and their subcontractor Compco know about this, and have given them the opportunity to conduct their own survey. Their survey started on 21 October. The outcome of the survey will determine which contractor will pick up the repairs but we will move swiftly to ensure that any urgent issues are remediated as soon as possible.

Why is there a heat sensor above the oven?

Heat sensors are used in kitchen areas instead of smoke sensors, as they reduce false alarms. Your kitchen is the most likely place a fire could start, so it is important that a sensor is fitted there.

A heat sensor will only activate if it senses an extreme increase in temperature, which, in most cases, will not happen unless a fire has started. The exception to this may be the oven. It’s important that your oven is kept clean, as any food and oil particles left at the bottom of the oven or on the shelves can create a lot of heat and smoke when regularly heated. This could set off the heat sensor when the oven door is opened if it’s not cleaned regularly.

There is a gap under my front door. Is that safe?

The front door to your home is a fire door. We recently completed surveying all fire doors in Queensway Court and the surveys have been shared with the developer. The gap at the bottom of your door was checked as part of this inspection. The fire doors to all homes at Queensway Court have a drop seal fitted, which means when the door is closed, the seal drops down to make sure no gaps remain between the door and the floor. Any urgent repairs identified as part of the recent surveys will be carried out early November. You Scheme Manager will be in touch if your door needs repairing.

Can you explain why we are not allowed to smoke on the balcony, but we are allowed to smoke in our own homes?

The Regulatory Reform Order 2005 (a fire safety law) requires us to carry out a Fire Risk Assessment across our communal spaces. The balcony is part of that communal space and therefore the assessor, who is an appointed third party, must identify any fire hazards in those areas to reduce the risk of a fire occurring. If an assessor raises an action, we then have a duty to complete the actions within a set timescale.

At Queensway, the assessor requested that all balcony items should be cleared, but we thought that was unreasonable and challenged it with the support of our partners, West Midlands Fire Service. We concluded that we’d try to limit potential ways in which a fire could ignite, and smoking was identified as a potential risk. So, for us to comply with the assessor and Regulatory Reform Order, we ask you to not smoke on the balcony.

However, your home is your home, and the fire safety law does not apply beyond the front door. Therefore, we cannot ask you to stop smoking in your apartment.

Is there render on the outside of the building safe?

Yes, this has been tested and approved as safe through an FRAEW report. The external wall system at Queensway is made of brick, block and render and therefore does not contain any combustible materials.

Will we have to move out?

Until every home has been checked and we have received all of the reports back, we won’t know if we will need you to move out temporarily. Some homes might not need any work done, but please be prepared for news that we may need you to move out for a short period. We’re sorry in advance for the distress and inconvenience this uncertainty may cause you. We will keep you informed throughout the process by holding regular meetings, but we will also send you individual updates about your home when we have them.

If we must move out, where do we go?

We have already started making plans in case we need to take this course of action. We now have three homes available to re-let at Queensway Court. Therefore, if you’re required to move to alternative accommodation, you can temporarily move into one of those. We are working on a process to manage this and will keep you updated. We will support customers through every stage of the remediation process, so if you need support or to change an appointment – please let us know and we’ll do our best to accommodate your needs.

What is the implication if we want to sell?

Please make the interested party aware of the fire compartmentation issues. These works will not restrict you from selling your home, but you must inform the buyer through your solicitors that works need to take place on the building. We can also provide further information to solicitors if requested.

Would you be willing to buy back my home?

We are not in a position to buy back homes. If you have any concerns about the sale of your home, please contact us to discuss this by emailing homeownership.services@orbit.org.uk or calling 0800 678 1221.

Are you doing all you can to keep the building and residents safe from fire?

West Midlands Fire Service have advised that we’re a great partner with a strong safety record, and also that they’re selective about who they partner with. An enhanced sprinkler service has been carried out and any issues highlighted will be swiftly addressed. A fire door inspection has been carried out throughout the site and repairs and alterations have been carried out on any issues identified which will improve the fire safety of the building further. If you have any concerns around fire safety repairs you can report them to the scheme manager, or Ryan Jordan, your Property Safety Manager, will be on site every other Friday and can provide an update on progress.

Why do you keep mentioning West Midlands Fire Service when we live within Warwickshire Fire Service’s area?

We have a partnership with West Midlands Fire Service (WMFS), who have communicated with Warwickshire Fire and Rescue Service. They’re aware of all the actions taken.

We have a Primary Authority Partnership (PAP) with WMFS because of the different local areas we operate in. We’re also in regular communication with Warwickshire Fire and Rescue Service through our PAP, though, so they are both aware of our approach to remediating the building so far.

The aim of the Primary Authority Partnership scheme is for fire and rescue services to develop effective partnerships with businesses that achieve a national consistency in delivering fire safety enforcement advice.

If the local fire and rescue service has concerns about our schemes, they will contact us through our partnership with WMFS to discuss those concerns with us at an early stage.

What is the purpose of the project?

We are conducting this project to support the defect rectification in your building.  We will produce a 3D scale model of your building that will show the exact detail of all building elements, showing what the structure, including walls, falls and ceilings, are made of.  All of the defect works being carried out will be placed into the model so that all of the information and data that we receive from the contractors will be kept in a secure, accessible location. This is so that all staff can use it to maintain the building for its lifecycle.

Additional surveys will be carried out to understand the building better and give assurances that the building meets the required building standards.  For example, we will carry out utility surveys, which map where the services come into the building on plans. We have used these surveys on another site where we carried Building Information Modelling (BIM) out to locate and rectify an underground water leak quickly with minimal disturbance.

How can you ensure data from flat scans is secure?

We are required by law to meet the requirements of the Data Protection Act when we process anything that constitutes personal data.  Data is stored in secure software systems that are encrypted and monitored.  Staff have access to the data that is required for their work roles.  Our contractors will also be provided with some encrypted data if it is required for the purposes of the work they carry out.  For example, they will be provided with contact information if a repair is to be carried out in your home.

Both our information governance teams and our IT teams work to ensure we have the highest level of security in place to minimise the risk of any data breaches.

Is this project going to support selling the building?

This project is not being conducted for the purpose of selling the building.  

The project will provide a collection of plans and drawings of the building that, if needed, may support in any individual sales of flats.  Requests for information can be made via solicitors to your sales team.  For example, we will be able to provide accurate scaled floorplans of each unit.

Will the scans show objects, furniture ect?

The scans are carried out using 360 degree imagery with specialist equipment.  These images capture a complete spherical view of the surroundings; from the ceiling directly above to the ground level directly below, every angle is captured.

Due to this, it will capture everything within the room that is visible.  If anyone has any concerns, then we would suggest removing any personal items/pictures while the scan is taking place.

We use this method of information capture to be able to get the exact measurements of the rooms and to support the understanding of the layout of the bathrooms and kitchens and services.

What are the residents going to get back from this, assurance for the residents?

Once the defect works have been carried out to individual flats, we will receive documentation and/ or certification to confirm works have been carried out to the required standards.  This information will be placed into the model data so that it can also be referred to for the lifecycle of the building.

This paperwork will also be the customer’s assurance that their home has been rectified to the correct standard.

Next steps

We will start this project on Monday 2 December and will be on site for approximately two weeks.  Each day we will have a representative from the Property Safety team to support the contractors and answer any questions from customers.

Mollie Haynes will be managing this project and will coordinate any queries that the on-site representative cannot answer.

We don’t anticipate that you will experience disruption and it is likely that most of the work will be conducted without you noticing.

We will keep you updated throughout our time at Queensway.  We will do this by posting any updates or any changes on the electronic noticeboard daily.  This will tell you who the representative is and where you can locate them if you wish to discuss anything with them.

Once we have further dates for the second stage of the project, we will update you in writing. Any significant updates will be shared with you in writing.

We would like to thank you in advance for your support while we carry this work out.