Kings House - Gas Repair Updates

Kings House Update – May 2, 2025

Please see below for some important updates and upcoming events for all Kings House residents.

Next Online Meeting
Our next online residents' meeting is scheduled for:
Date: Tuesday, May 6
Time: 1:00 p.m.
We’d be very happy to see you there.

Heating Replacement Project – In-Person Resident Update Sessions
We’re holding face-to-face sessions to keep you informed about the heating replacement project. These sessions will include:
•    Project timelines
•    Planned solutions
•    Answers to frequently asked questions
Location: Barking Learning Centre
Date: Monday, May 12
Please choose one of the following session times:
•    Session 1: 1:30 p.m. – 3:00 p.m.
•    Session 2: 5:15 p.m. – 6:45 p.m.
A formal invitation will be sent via Mailchimp. To help us plan effectively, please let us know which session you will attend when you receive the invite.

Important Notice – Refuse Collection and Bin Store Use
We’ve had a recent issue with refuse not being collected at Kings House. The reason: waste was found outside the bins and not disposed of correctly. Please remember: All refuse must be placed inside the bins provided.
Thank you for your support and understanding.

Building Safety Resident Engagement Strategy
Kings House residents have helped shape our new Building Safety Resident Engagement Strategy by sharing valuable input on how they’d like us to stay in touch. The strategy can be found on our website: Building Safety Resident Engagement Strategy - Kings House | Estuary

This strategy explains:
•    How and when we’ll communicate with you
•    Who to contact about building safety concerns
•    How you can get involved and have your say
•    Roles and responsibilities related to building safety

We encourage you to take a few minutes to take a look at the strategy—your involvement matters.

Kings House Update – Thursday, April 17

Thank you to those of you who attended the drop-in session on March 26. The next drop-in meeting is taking place on Wednesday, April 23, 2025, from 11:00 a.m. to 1:00 p.m. in Flat 105. Our Project Manager, an Officer, and a Surveyor will be available to address your questions. We look forward to seeing you there.

The next online meeting is scheduled for Tuesday, May 6 at 1:00 p.m.

We’d like to kindly remind residents to treat staff with courtesy and respect during all meetings. We understand that issues can be frustrating, but aggressive or confrontational behaviour is not acceptable. Our team is here to support you and work towards solutions, and we appreciate your cooperation in maintaining a constructive and respectful environment.

Planning
We are pleased to update you that a planning application for the main installation has been submitted to the Local Authority, and we are hoping to meet with relevant representatives to discuss this process as soon as a suitable date is advised to us. The application is for a supply to individual flats running from a communal boiler room set away from the main block. This is the first step of the formal journey; next will be approaching the Building Safety Regulator for their approval. This can be covered in more detail in the above sessions.

Kings House Update – Monday, March 24

Thank you to those of you who attended the drop-in session on February 26. The next drop-in meeting is taking place on Wednesday, March 26, 2025 from 11:00 a.m. to 1:00 p.m. in Flat 105. Our project manager, a Housing Officer, Surveyor and Local Police will be available to address your questions. We look forward to seeing you there. The next online meeting is taking place on: Tuesday, April 1 at 1 pm.
 
PAT Testing:
We request all residents to make arrangements to have their heaters PAT tested.  The details of how to do this were included in the recent letter you would have received or get in touch with us.

Repairs: 
Please do not hesitate to contact us if you need to report any repairs internal to your home or within the communal areas. You can contact us at info@estuary.co.uk or call 0300 304 5000.

Security Notice: 
Residents are urged not to let unknown individuals into the block. If you notice suspicious activity:
•    Report it to the police immediately.
•    Notify Estuary personnel or our customer centre as soon as possible.
In the coming weeks and months, contractors will be working in and around the building. 
•    They will have ID and have been given access to the premises so you will not need to let them in.
Thank you for your cooperation.

Kings House Update – Friday, February 28

Thank You and Upcoming Meetings
Thank you to everyone who attended our drop-in session on Wednesday, February 26. We appreciate your participation and look forward to connecting with you again soon.

A quick reminder:
Next online meeting – Tuesday, March 4, from 1:00 pm to 2:00 pm. We hope to see you there and answer any questions you may have.

Kings House Update – Friday, January 31

Thank You and Upcoming Meetings
Thank you to everyone who attended our drop-in session on Wednesday, January 22. We appreciate your participation and look forward to connecting with you again soon.
A quick reminder:
Next online meeting – Tuesday, February 4, from 1:00 pm to 2:00 pm. We hope to see you there and answer any questions you may have.
Next drop-in session – Wednesday, February 26, from 11:00 am to 1:00 pm in Flat 105. We look forward to seeing you then!

Drop-in Session Summary
At our recent session, officers recorded attendance and key queries. A total of 12 residents participated. The Housing Officer also invited several residents to complete a Personal Emergency Evacuation Plan (PEEP) to assess their support needs in case of a fire.

Topics discussed included:

• Housing Options
• Repairs
• Gas Works Update
• Heating Concerns
• Support Needs
  

Planning Application and Design Update

• Last year, we met with the Local Authority Planning team for a pre-application discussion to present our ideas on gas reinstallation and external facade designs, allowing us to gauge initial feedback.
• We have now submitted the planning application for the new flue.
  Detailed design drawings for the internal pipework and in-home installations were received by us last week and are currently under review with PRP. We expect to submit this part of the application within the next two weeks.

Gas Meter Removal

We’ve received inquiries about gas meter removal. If you’re considering this:

• You must arrange removal directly with your supplier (fees may apply).
  Removal may delay or affect future reconnection, potentially incurring additional costs.

PAT Testing

• If your heater has not yet been PAT tested, we encourage you to contact Purdy to schedule an inspection.
• A letter will be sent soon with details on how to arrange testing and check that your heater is functioning properly.

Security

• We are aware of recent trespassing incidents in the building. If you notice any suspicious activity:
• Report it to the police immediately.
• Notify us as soon as possible.

Thank you for your attention and cooperation.

 

January 14
Thank you to everyone who joined our online meeting on Tuesday, January 7. We’d like to remind you about our upcoming drop-in session on Wednesday, January 22, from 11:00 am to 1:00 pm at Flat 105. We look forward to seeing you there and addressing any questions you may have. The next online meeting is scheduled for Tuesday, February 4, at 1:00 pm.

Gas Repair Update

·       We are currently awaiting finalisation of the first draft design for the gas installation.

·       We will work through the design and update you as appropriate.

Gas Meters

·       We’ve received inquiries from residents regarding the removal of gas meters.

·       If you wish to remove your gas meter during this period, you’ll need to arrange this directly with your supplier. Please note that suppliers may charge for this service.

·       Be aware that removing your gas meter could affect or delay reconnection in the future, and there may also be a cost for re-connection.

PAT Testing

·       If you haven’t had your heaters PAT tested by Purdys yet, operatives will be available to perform PAT testing during the drop-in session on Wednesday, January 22.

·       We encourage you to attend the session and to have your heaters tested. You do not have to attend the drop-in to have your heaters PAT tested.

Security

·       There have been no recent reports of trespassers in the block.

·       We will be reviewing our security contract on a future date. We will keep you informed of any updates.

Parcels

·       We’ve been notified of a parcel reported missing in the communal area.

·       To enhance security, we recommend arranging to collect parcels from a secure location whenever possible.

December 23 Drop-in Session Summary and General Update

Thank you to everyone who participated in the recent drop-in session on November 27. Six residents attended to discuss a range of concerns and receive updates. We’re pleased to announce that we will be arranging regular drop-in sessions, with the next one planned for Wednesday January 22 from 11 am to 1 pm in flat 105. We encourage residents to come along and raise any concerns or receive updates in person.

Additionally, the next online meeting is scheduled to take place on Tuesday, January 7, at 1 pm. We look forward to connecting with you!

Gas Repair

·       We plan to provide you with a timeline of the gas repair process. As soon as we have this ready, we will share it with you.

PAT Testing of Heaters

·       We are required to conduct portable appliance testing on the temporary heaters provided. To facilitate this, we have instructed our trusted partner, Purdy’s, to perform the necessary tests. The process will involve a brief inspection of the sockets, which should take no more than five minutes at your property.

     Purdy's should have already reached out to you regarding this, but if not, please don’t hesitate to contact us with any preferred dates or times that would be convenient for you. We are happy to accommodate your schedule to ensure the completion of these tests. Please note, these tests are a standard compliance requirement and do not pose any safety concerns. Some properties have already received this testing if this is the case for you, we thank you for your cooperation and please ignore this message.

Security

·       We’ve received no reports of trespassers to the building.

Support

We are committed to addressing the needs of our residents and ensuring that your concerns are followed up promptly. If you have any issues to report or questions about ongoing works during the festive season, please don’t hesitate to contact us on 0300 304 5000 or by emailing  info@estuary.co.uk

 

Monday, November 25

Thank you to everyone who attended the residents’ meeting on Tuesday, November 19. We appreciate your participation.

Upcoming Meetings and Sessions

Next Online Meeting: The date of the next online meeting will be confirmed.
Drop-in Session: Wednesday, November 27, from 11:00 a.m. to 1:00 p.m., in Flat 105.

Drop-in Session Details:
Our project manager, Gabe Jones, along with a Housing Officer and Surveyor, will be available to address any questions or concerns you may have.

Gas Repair Update

We are awaiting a decision on the approval of the gas installation design. This process is expected to take up to eight weeks.
The design may either be approved or deemed unsuitable. We will keep you informed as we receive updates.

Winter Preparations

With the colder months ahead, we understand the importance of ensuring your heaters from last year are safe to use. We will provide updates regarding PAT testing soon.

Need Support?

If you have questions or require assistance, please reach out to us:
• Email: info@estuary.co.uk
• Phone: 0300 304 5000

Thank you for your attention and ongoing cooperation. 

 

Friday, November 1, 2024

Thank you to everyone who joined the online residents' meeting on Tuesday, October 22. The next online meeting is scheduled for Tuesday, November 5 at 1 pm.

Gas Repair Update

We remain in regular contact with our consultants and advisors. We had an on-site meeting with LawTech and PRP to work through some of the design considerations.

Gas Meters

We’ve received some queries from residents about removal of gas meters.
If you wish to remove your meter during this time, the arrangements for this are between you and your supplier. Suppliers may charge for this.
Removal of gas meters may impact or delay reconnection in future.

Electrical works

Operatives will be present at Kings House from 11 November for a period of two weeks. They will conduct exploratory and labelling works and upgrade wiring to communal areas. This is not related to the gas works.

Phone Call From Estuary

You may receive a call from one of our Customer Ambassadors.
They are calling about building safety.
Your feedback would be much appreciated.

Friday, October 4, 2024

Thank you to everyone who joined the online residents' meeting on Tuesday, September 24. Our next in-person meeting will be held on Wednesday, October 9, at 12:00 PM in the lobby. CEO Ian Martin and Board Chair Ian Green will be attending. Additionally, the next online meeting is scheduled for Tuesday, October 8.

Gas Repair Update

• We remain in regular contact with our consultants and advisors. While progress has been slow, it is moving forward. We appreciate your continued patience.

Heater Safety

• We will be scheduling PAT tests for all heaters. Further updates will follow.

Repairs

• A resident has reported that the emergency door at the bottom of the staircase is not locking properly.
• We have arranged for the door to be repaired.

Waste Disposal

• We kindly remind all residents to use the bins provided in the bin store.
• The Housing Team will be identifying any residents who leave waste bags on the floor of the bin room.

Security

• There have been no recent reports of trespassers in the block.

 

Friday, September 20, 2024

Thank you to everyone who attended the online residents' meeting on Tuesday, September 10. The next in-person meeting is scheduled for October 9 at 12 pm in the lobby, with CEO Ian Martin and Board Chair Ian Green attending. The next online meeting will take place on Tuesday, September 24.

Gas Repair

• We're continuing to work towards a solution for the gas repair.
• Our plan is that gas will be reinstated to the block.
• The pre-planning meeting was positive; we're now in the planning phase. Plans will need approval from the Building Safety Regulator and Cadent.
• The gas repair will start after Christmas this year and the works will progress through 2025.
• There is a risk the plan could be rejected.
• The majority of the work will be to communal areas but access to flats will be required for 2-3 days to enable us to connect boilers and cookers.
• Decants are unlikely, but individual needs will be considered, including provisions for those working from home.

Heaters

• A resident asked about her electricity bills. If you have any queries about your personal circumstances, contact us on:    info@estuary.co.uk   or call 0300 3045000
• A further question was asked about heating as the colder months approach.
• The heaters provided to each residence are to be used this year too.
• We will be arranging to PAT test all heaters. We will update you about this.

Waste Disposal

• Estates Services have carried out a deep clean of the bin room area following reports of pest control issues and fly-tipping.
• The pest control company have blocked the holes the rats were using to enter the bin room.
• There are plans to apply cement to the blocked holes in future. We will keep you updated on the progress of this.
• The Housing Team have identified the residents who left bags of waste on the bin room floor.
• Going forward we encourage residents to use the bin store correctly and to put bags of waste in the bins provided.

Security

• There have been no further reports of trespassers to the block.

·     

   Friday, September 6, 2024

Thank you to everyone who attended the online residents' meeting on Tuesday, August 27. Our next meeting is on Tuesday, September 10, at 1 pm. We look forward to your participation. The next in-person meeting is scheduled for October (date to be confirmed), with CEO Ian Martin and Board Chair Ian Green attending.

Gas Repair

• We're continuing to work towards a solution for the gas repair.
• Our plan is that gas will be reinstated to the block.
• The pre-planning meeting was positive; we're now in the planning phase. Plans will need approval from the Building Safety Regulator and Cadent.
• Work is unlikely to start this year due to the timescales with the Building Safety Regulator. As soon as we have more information we will update you.
• The majority of the work will be to communal areas but access to flats will be required for 2-3 days to enable us to connect boilers and cookers.
• Decants are unlikely, but individual needs will be considered, including provisions for those working from home.

Waste Disposal

• Incorrect refuse disposal and fly-tipping have impacted bin room cleanliness and refuse collection, leading to a pest issue with rats.
• Estate Services has cleared the bin room and arranged pest control.
• A pilot project on fly-tipping is underway in other housing locations with our resident scrutiny panel, potentially leading to changes like increased signage and tougher sanctions.

Security

• Security guards continue daily patrols at Kings House, with no recent reports of trespassers inside the block.
• Be vigilant as rough sleepers have been reported outside; we've informed the police and requested additional police patrols.

Frost Sensors

• Frost sensors are linked to the gas heating system and may not be needed after the boiler renewal.

Important Reminder

• Residents are not permitted to have BBQs, fire pits, patio heaters, or any flammable items on balconies at any time. Balcony fires can be devastating
• Balcony fires can be devastating as they can easily spread to adjoining properties, potentially leaving people homeless if the fire is serious enough.
• Many balconies have combustible items stored in outside spaces so if a fire starts it can spread quickly.
• Another worry is that wind can fan or carry smouldering ignition sources such as cigarettes and embers from barbecues to lower or adjacent balconies.

Friday, August 23, 2024

Our next online meeting is due to take place on Tuesday August 27 from 1 pm until 2 pm. We look forward to seeing you there.

Bin Room

·       We’ve received a report of rats in the bin area. The pest control issue is being managed.

·       The bin room has now been cleared by our Estates Services Team, however, the image shows how the Estates Services Team found the condition of the room:

·       Rubbish must go in the bin otherwise it will continue to attract vermin.

·       The bins are for household waste only and not for furniture/bulk refuse.

·       Barking and Dagenham  Council offer a paid bulky waste collection service.

• They collect large items like furniture, appliances, and carpets, up to 6 feet in length, which can't be disposed of in regular rubbish or recycling bags. 

Book a bulky waste collection | London Borough of Barking and Dagenham (lbbd.gov.uk)

Security

·       We’ve have had no reports re: trespassers to the building.  

 

 Monday, August 5, 2024

We appreciate the feedback and questions from those who attended the face-to-face meeting on, Friday, July 26. We’ve added any feedback shared on the day in this update. Our next online meeting is scheduled for Tuesday, August 13 from 1 pm. We look forward to seeing you and addressing any questions you may have.

Gas Repair

·       The meeting with the local authority has now taken place. Whilst we’ve yet to receive final approval at this time, we have the go-ahead to create a design for the installation which will then be put before the local authority for approval.

·       The gas installation will also involve us working with both Cadent and Building Safety. Both organisations have their own timelines and ways of working.

·       PRP are meeting with our procurement team.

·       We were asked when we can expect the gas installation to be completed. We can confirm completion by the winter of 2025 at the latest.

Electrical Loading

·       We’re unable to increase the electrical loading to the building at this time. If you’ve any queries, we encourage you to contact our housing team.

Repairs

·       There are no outstanding repairs at this time.

Security

·       The guard reports are being checked on a daily basis in order to monitor the presence of trespassers in the building. We can confirm we’ve received no further reports of trespassers in the past week.

 

  Wednesday, July 24, 2024

We appreciate the feedback and questions from those who attended the online meeting on Tuesday, July 16. Our next in-person meeting is scheduled for Friday, July 26, in the Kings House lobby, from 12:00 PM to 1:00 PM. We look forward to seeing you there and addressing any questions you may have. The next online meeting is on Tuesday, July 30 at 1 pm.

Gas Repair

• We have a meeting with the local authority planning team on Monday, July 29, to gain their initial thoughts on whether the plan to reinstate gas to individual properties might be approved subject to full submission of an application.

Security

• We have been monitoring reports from the guard service and have not received any new reports of trespassers.
• The guard service has been reduced to nightly visits.
• The building remains free of trespassers, although there have been reports of individuals loitering outside.
• We are in communication with the local police, requesting increased patrols in the area.

 

Friday 12th  July 2024

We appreciate the feedback and questions from those who attended the face-to-face meeting on Tuesday, June 25th. For those who couldn't be there, we emphasised our gratitude for your ongoing patience as we work to provide information about the next steps for the gas repair. We understand this delay is frustrating and apologise for the time it is taking. Our next online meeting will be held at 1 pm on Tuesday, July 16th.

Gas Repair

• We have been looking at all of the options for the gas repair and currently understand that the best solution would be to reinstate the gas supply to each flat. Unfortunately we cannot replace the pipes in their current location as they are buried in the walls and floors, therefore  we need to look at how else we can run the pipes.
• We are meeting with the planning team at Barking & Dagenham to discuss how best to proceed and will be able to update further once we have spoken to them. Advice and approval will also be needed from Cadent (the national gas supplier) and the Building Safety Regulator so there is a chance that this plan may need to change but we will keep you updated.  

Security Issues

• With regard to trespassers, we regularly report security issues to the police.
• We’ve contacted the security service for the block to adjust their schedule so that security personnel visit at different times instead of the same time to enhance security.
• If you observe any trespassers, contact the police as soon as possible.

Next Face-to-face Meeting

• We'll inform you of the date for the next in-person meeting soon.

 

Friday 21st June 2024

We wish to inform you that the face-to-face meeting originally scheduled for Friday, 28th June, will now take place on Tuesday, 25th June from 12:00 pm to 1:00 pm in the lobby area. This change ensures that our full complement of staff will be available to answer your questions and offer support.

We apologise for any inconvenience this may cause and appreciate your understanding.

 

Tuesday 18^th  June 2024

Our next face-to-face meeting will be taking place on Friday 28^th June in the lobby from 12 pm until 1 pm. Our next online meeting will be taking place on Tuesday 2^nd July at 1 pm.

Gas Repair

• We are continuing to work with our consultants and hope to provide more detail shortly.

Security

• We are aware that the bin men left the door open when they came to Kings.
• Our housing officer has been in touch with the waste service to highlight that the door must never be left open in future as this impacts the security of the building.
• If you observe any breaches of security to the building, do let us know by contacting info@estuary.co.uk or calling us on 0300 304 5000.

Repairs

• There are some minor outstanding repairs that will be completed this week.

 

Friday 7 ^th June 2024

Our next face-to-face meeting will be taking place on Friday 28 ^th June in the lobby from 12 pm until 1 pm.

Gas Repair

• We are continuing to work with our consultants and hope to provide more detail shortly.

Security

• If you see any trespassers to the building, we encourage you to contact the police and report it.
• We’re currently reviewing if the security guard service is required going forward.
• The work to the front door and exit door of the block has been completed. The replacement doors are much sturdier.
• The glass on the front door has been treated so it is not possible see inside the building from the outside.
• The exit doors to the emergency stairwell have had the emergency fireman’s drop key locks relocated. This will enhance the security of these doors also.
• Reports have also been raised that there may be trespassers getting onto the roof. If you witness this please call the Police and notify us.

Repairs

• The repairs to the carpets and lift lobby are now complete.

Lift

• A resident reported that there has been damage caused inside both lifts including offensive graffiti.
• We have reported this to our lift contractor for action.

Fly-tipping

• A resident reported an incident of fly-tipping.
• Our housing officer had already picked up this incident.
• Action is being taken.
• If you see any incidents of fly-tipping, we encourage you to report them to info@estuary.co.uk

 

16^th May 2024

Thank-you to those of you who attended the online residents meeting on Tuesday 7^th May. We’d love to hear from more of you at future online meetings, so why not join the next one on Tuesday 21^st May at 1 pm? Our next face-to-face meeting is taking place on Friday 24^th May, so if you’d prefer to speak to us directly, come and meet us in the lobby between 12 and 1 pm.

Gas Repair

• Meetings and discussions continue to take place to progress with a new heating solution for the Building that satisfies fire safety regulations. 
• We’ve been questioning how the cladding affects the options for repair.
• There aren’t any further updates at this time.

Repairs

• The entrance and lift lobby has now been redecorated.
• The works to the 6^th and 7^th floors have been completed.
• The front door has now been replaced with a more secure alternative.

Security

• The police have been informed about the trespassers to the building. If you observe any trespassers, contact the police.

Reminder

• Contact us at info@estuary.co.uk or 0300 304 5000 if you have any queries or need support.

 

Friday 3^rd May 2024

Thank you to those of you who attended the Kings House face-to-face meeting on Friday 19 ^th April, your feedback was much appreciated. We realise the process for the gas repair works has been long, but we assure you we’re doing all we can to put robust plans in place for the solution. The next residents meeting will be taking place on Tuesday 7 ^th May at 1.00 pm.

Gas Repair

• There will be a meeting with Devonshires law firm taking place on 10^th May.

Repairs

• The front door of the building has now been replaced.
• The repair works to floors 6 and 7 have been completed.
• The entrance and the lift lobby area are in the process of being painted.

Security

• There have been reports of trespassers entering the building by tailgating and other means. Any trespassers to the building will be reported to the police.
• We have some CCTV footage of some recent trespassers. This information has been passed on to the police.
• If you see trespassers, we advise you to contact the police.

Building Safety

• If you observe items left in communal areas, contact us using the email address or phone number below and we will arrange for the items to be removed.

Reminder

• Contact us at info@estuary.co.uk or 0300 304 5000 if you have any queries or need support. 

 

Monday 15^th April

Thank you to those of you who attended the online meeting on Tuesday, your contribution is much appreciated. The next online meeting will take place on Tuesday 23 rd April at 1.00 pm. We will also be running a face-to-face meeting on Friday 19 th April from 12.00 pm to 1.00 pm. Please come along and ask any questions you may have, we look forward to seeing you there. We will ensure any issues arising from the face-to-face meeting that are appropriate to share will be included in the residents' meeting update email and on the website.

Gas Repair

• We're continuing to work through the options and are working closely with a number of experts.
• It is important to note that, whilst we are working hard to come up with a solution, we’re unable to outline a specific time frame or specific details at this time.

Communal Repairs

• Communal repairs are taking place this week and next week.
• It was highlighted that floors 6 & 7 look in a state of disrepair at this time. This is because the effects of the leak have meant that some of the wall has had to be cut into so that it can be repaired fully. We can assure you there is a full list of works arranged to restore these areas.

Parcels

• A resident raised some concerns about delivery services delivering parcels and leaving them carelessly. Unfortunately, Estuary are unable to influence how delivery services manage parcels.
• We will organise for a branded sign to be added encouraging delivery people and residents to manage parcels properly.

Fly-Tipping

• We were made aware that some items have been fly-tipped in the bin store.
• We’ve taken action by reviewing our CCTV footage and have informed the relevant departments.
• We will also discuss with our team any further solutions to this issue and feed this back to you in a future meeting.

Compensation

• We were asked when another compensation payment will be made. We don’t have a specific date to share at the moment. We are looking to understand the length of time it will take for the works to be completed. When we know this, we will be able to arrange compensation payments that will be in line with this timeline.

Reminder

• If you’ve any issues relating to your situation, please contact us at info@estuary.co.uk or 0300 304 5000 

 

Thursday 28^th March

In response to customer views, the residents' meeting will be taking place fortnightly. This means the next residents meeting will be on Tuesday 9^th April at 1 pm.

Gas Repair

• We are currently going through the process of looking into the options stated in the feasibility report and consulting industry experts so that we can make well-informed decisions. We will update you further as soon as we can.
• We understand from the feedback received during the face-to-face meeting and in our online meetings that there is some frustration with how long the process is taking. We can assure you we’re doing everything we can to progress the project.
• Access into the gas meter room is open if you need to top up your key meter or take a reading.

Repairs

• Redecoration works (reboarding and plastering) of floors 6 and 7 will take place on Monday 8^th April.

 

Friday 22nd  March

Thanks to those of you who attended this week’s Kings House meeting. The next meeting will take place on Tuesday 26th  March at 1 pm.

Meeting Agenda

• There was a request from a customer that we provide an agenda prior to the weekly residents meetings. We can confirm that, if we have information to share that is other than day to day progress and information, we will provide an agenda with the weekly resident meeting email that is posted at the end of the week. Otherwise, we will continue with the informal format of the meetings at this time.

Gas Repair

• We are currently going through the process of looking into the options stated in the feasibility report and consulting industry experts so that we can make well-informed decisions. We will update you further as soon as we can.
• We understand from the feedback received during the face-to-face meeting and in our online meetings that there is some frustration with how long the process is taking. We can assure you we’re doing everything we can to progress the project.
• Access into the gas meter room is open if you need to top up your key meter or take a reading.

Security

• We can confirm that we’re working with a new firm called OM Security. Like the previous firm we were using, they are there to ensure the safety and security of the building during the times of their visits. They will be conducting two visits, one during mid-evening (between 7 pm and 11.00 pm), and another during the early hours of the morning (between 2.00 am and 6.00 am) seven days a week.
• During the meeting this week, there was a report of a group of trespassers coming into the building when a resident had returned from an outing.
• If you witness or experience any similar issues, we encourage you to contact the police and report it.
• We've updated the new security firm about this incident and have encouraged them to be especially observant about this issue.

 

Wednesday 13th  March

Thank you to those of you who attended the online residents meeting yesterday. The face-to-face meeting is also taking place on Friday this week at midday. Staff from Estuary will be available in the lobby at Kings House for an hour, so please do come along to ask any questions you may have.

Communication

• Communication - we want to make it as easy as possible for you to get updates on the works. We’re hoping to display QR codes in the communal areas so that customers can access the updates page on our website quickly.  

Gas Repair

• We’ve received the feasibility report. However, it came to us later than expected. We will update you about this shortly.

Repairs to the Building

• An inspection of the repairs to the building has been carried out.
• The repairs to the building to be actioned are as follows:
• The carpet on the 6th-floor lift lobby is a trip hazard.
• Window in 607 (office) outside toilet is open and needs securing.  
• Carpet risers missing between floors 6-7 and 5-6.
• Carpet riser between ground floor – 1 st floor needs sticking down.
• Window handles missing in stairwell – 2 x 5th floor, 3 x 4th floor
• Mould wash outside flat 104 to be carried out.
• 2nd and 4th-floor windows to be replaced.
• The repairs will be actioned within 2 – 3 weeks.
• Repairs to individual properties will be actioned separately.

Window Cleaning

• A resident asked us if the window cleaner attended as scheduled. We will be in touch with Aquamark and update you.

Future Face-to-Face Meetings

• A resident requested that our future face-to-face meeting does not take place on a Friday. We will consider this when planning the next meeting.

 

Friday 8th  March

It was great to see more new faces at the online meeting on Tuesday; your feedback is very important to us. Our face-to-face meeting is due to take place next Friday 15th March at midday. We look forward to seeing you in the lobby and answering any questions you may have. Our online meeting will also take place as usual on Tuesday 12th March at 1pm.

Gas Repair

• We are working on a remedial solution and will update further shortly.
• We were asked what the consultation part of the process would look like for customers. Once we’ve received the outcome of the feasibility report, we will be communicating our options to you.

Face-to-Face Meeting

• If you’re unable to attend the onsite meeting, we can confirm we will update you on the issues raised in the email that goes out to you, and on the website.

Repairs to the Building

• If you’ve any questions about the repairs to the building, please get in touch. 

 

Friday 1st March

Gas Repair

• We are working on a remedial solution and will update further shortly.

Meeting Purpose

• We were asked to highlight the purpose of the Kings House online residents meetings. The main aim is to keep a two-way dialogue open about the progress of the gas repair. Significant updates will be sent to residents in writing. 

Inspection of Repair Works

• Surveyors have inspected the repair works, and the report is being finalised.
• The issues raised after the MP visit related to damp and mould. All these repairs are being carried out. The timescale is in line with the size of the repair.

Compensation Payments

• Plans are in place for a second compensation payment to be made, however, a specific date is yet to be set. We will keep you updated concerning progress on this.

Thursday 22nd February

Thank you to those of you who attended the residents' meeting on Monday evening, we value your questions and feedback. However, due to low resident numbers attending the meeting in the evening, we will be returning to the Tuesday afternoon (1pm) online meetings from Tuesday 27th February. We’re also going to be holding monthly face-to-face meetings so you can meet us and share any questions or concerns you may have. The first face-to-face meeting will be on 15th March at midday. We will be sharing further information about this very soon.

Gas Repair

• We’re expecting the final feasibility report by the end of February, as soon as we have more information, we will share this.

Repairs

• A surveyor will be visiting Kings House on Thursday to check the completion of the repair works.

Security

• The security provision we have in place will be extended for a further month.

Front Door and Stairwell Door

• The order for a new front door has now been made. We can expect to receive it within six to eight weeks. The current front door is secure and has a handle allowing it to be pulled shut.

Shower Facility

• As you may be aware, the shared shower remains accessible for use. If you are making use of the shower, please be mindful that it’s essential we maintain a respectful and comfortable environment for everyone. In response to feedback, we ask that those using the shared shower wear appropriate clothing when moving through communal areas.
• The window near the shared shower in the hallway should remain closed to prevent pigeons from entering the building.

 

Thursday 15^th February

Thank you to all those who attended the residents' meeting on Monday evening, and we look forward to more of you joining us at our next meeting (Monday 19th February).

Gas Repair

• We were on site with our mechanical and electrical (M&E) consultant on Tuesday to have a detailed look at options. The final report is expected at the end of February which will inform our next steps. We will keep you updated on the progress of this. 

Front Door and Stairwell Door

• We’re currently awaiting a quotation for a full replacement of the front door and stairwell door. In the meantime we will be carrying out repairs as needed to keep the block as secure as possible. In the meantime please help us by making sure the doors close properly behind you. 

Repairs

• We’ve plans in place relating to a number of communal repair jobs to the building. If you’ve questions about repairs to the building, please get in touch and we’ll provide feedback on the actions we're taking.

Individual Circumstances

• If you’ve any support needs or questions relating to your individual circumstances contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.                                                          

 

Thursday 8th February

In response to resident feedback, the meeting times are changing to every Monday at 6.30pm starting on Monday 12th February. We hope this will allow residents who’ve not been able to join the meetings to participate.

Visit from Dame Margaret Hodge on Friday 2nd February

• Some of you will already be aware that MP Dame Margaret Hodge came to speak with Kings House residents on Friday 2nd February to hear their concerns about the works being carried out and the effect it has had on their lives.
• Representatives from Estuary attended and have received feedback that will help us to improve things going forward.
• We shared the important work we’ve carried out, successfully removing the cladding from the block. This has been a big project that has affected the lives of residents, but has been key in ensuring the safety of residents and the building.

New Project Manager

• The project manager for the gas repair, Gabe Jones, has now started in his role.
• He will be attending future residents' meetings.

Gas Repair

• A feasibility report is being undertaken to establish the best options for a permanent solution.
• We expect that we will have appointed a contractor by the summer and will be able to start progressing the work on site.

Front Doors

• We are aware of the issues with the front doors at Kings House. The main entrance door has been fixed so it now locks, and there is a handle on the inside of the door so that it can be pulled shut.
• We are exploring options to replace the front door and are currently awaiting a quote.

Outstanding Repairs

• There are a number of outstanding repairs to the building, we’ll be conducting a reinspection this week and will communicate these to our contractors.

Resolved Repairs

• The leaks have now all been resolved, and the mould has been treated.
• A quote has been agreed for redecorating the affected floors. As soon as we have a start date we will let you know.

Window Cleaning

• We have arranged for a specialist abseiling company to undertake a window clean across the block. Weather permitting they will complete this by the end of February - we will advise you of the dates once confirmed.

Security

• Our security firm continues to be patrolling the building and carrying out spot checks.
• A resident reported seeing someone smoking in the building. This will be highlighted to security so they can be aware of this when carrying out their checks.
• Dame Margaret Hodge asked that Kings House be included in the police’s patrol to ensure further security.
• We advise you not to leave parcels in the communal area where possible.

Friday 26th January

The next residents meeting will be held at 1pm on Tuesday 6th February.

Gas Repair

• There continues to be a lot going on behind the scenes in connection to the gas repair.  We will provide more updates as soon as we can.

Repairs

• We’re working with our Contractor, Lawtech, to work through the repairs and maintenance issues raised. Although the contract is due to end in February, we will ensure all snagging works are completed.

Security

• Some activity on one of the roofs was brought to our attention. This has been flagged to the security service and we will investigate further as necessary.

Smoking in Stairwells

• We’re pleased to say we’ve received no further reports of people smoking in the stairwells.                                                                                                                                                                                                                                              

Friday 12th January

We’re moving the residents' meeting to two weekly for the time being. This means the next meeting will be taking place on Tuesday 23rd January at 1pm.

Gas Repair

• We have confirmed a start date for the new Project Manager and will be introducing him to you all in February.
• We were asked if we’ve decided on an option for the gas repair. At this time a decision has not been made. We’re waiting to receive some reports that will provide key information.

Outstanding Works

• We will be carrying out inspections before Lawtech leave site but if you have anything you'd particularly like us to look at please email: info@estuary.co.uk and state the message is for the attention of Charlotte Bisatt / Bradley Hughes.

Support

• If you’ve further questions or need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings

 

Friday 5th January

Smoking in Stairwell

Kings House has a no-smoking policy. Please smoke outside only.

Bin Room

• Rubbish bags are being left on the floor in the bin room. Bags left on the floor will not be collected by the council and create an obstruction.  They will also attract rodents and we want to reduce the risk of this as much as possible.
• Please ensure all bags are put inside the bins to avoid any of these problems occurring.

Regularity of Meetings

• It has been suggested by a couple of residents that we move the weekly meetings to monthly.
• We will be in touch with residents who attend the weekly meetings to check that this is the best route forward.

Friday 22nd December

We’re closed for one week between Christmas and the New Year. Our next meeting is booked for 2nd January 2024 at 1pm.

Support

• Whilst our offices are closed from 5 pm on Friday 22nd December until Tuesday 2nd January at 8.30 am, our repairs service Axis contact centre will be open as normal, but they'll be closing their offices for the Bank Holidays on 25th - 26th December and 1st January 2023. However, emergency repairs can be reported 24/7. Please contact 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

Gas Repair

• Our new project manager will be joining us in the new year.

Security

• Our security arrangements will remain in place over the festive period. We’ll review our arrangements in the new year and will keep you updated on this.                                                                                                                                             

Work to the External Walls

• We're on track for all of the scaffold to be down by mid-January. The final area to be removed is the decking over Kings Road and a road closure is arranged for January to enable us to safely remove the scaffolding.
• A resident advised that they'd noticed a couple of outstanding issues following the completion of the works around their balcony. We will be carrying out an inspection before Lawtech leave site but if you have anything you'd particularly like us to look at please email: info@estuary.co.uk and state the message is for the attention of Charlotte Bisatt.

We wish you all a very happy festive season.

 

Friday 15th December 2023

Our meeting on Tuesday 19th December at 1pm is the last one before our Christmas break. We’ll restart the meetings on Tuesday 2nd January at 1pm.

Compensation

• We do hope you’ve received your compensation letter and will be receiving your payment very soon. We’ve taken serious consideration and legal advice to come to the decision we made for a first payment. We hope this payment will help with the bills before Christmas.

Gas Repair

• We were asked if we could provide an end date for the works. When we’ve finalised the options appraisal we’ll have more news to share on this.

Electrical Loading

• We can confirm our electrical loading for the building is within safe parameters and maintaining this is our priority.
• We’ve sought a third party to double check our calculations.

Scaffolding

• The scaffolding removal continues to be progressing well.

Water Leak

• All of the dehumidifiers that were placed about the building to dry it out following water leaks have now been removed.
• Visits have been conducted to begin planning for the decoration and making good works that will be carried out in the new year.

Entrance Corridor

• A resident stated that the entrance corridor is in a state of disrepair. We’re planning redecoration works on this corridor between January and February 2024.

Individual Circumstances

• If you’ve any support needs or questions relating to your individual circumstances, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Saturday 9th December

Residents Meeting on Tuesday 12^th December is back to the usual time of 1pm. 

Compensation Letters

• Compensation letters have been sent out. We appreciate your patience and understanding throughout this process of choosing and planning for the replacement of the gas works.

Gas Repair

• There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice.
• We’ve had a successful second interview for the project manager and hope to have some more news soon. 

Electrical Loading

• We’ve been asked by some residents about the possibility of additional water heaters.
• Whilst we would want to agree to any requests made, we’re aware of the importance of keeping electrical usage in the building at a safe level. We have assessed the amount of electricity being used in the building and it is now at a level where we cannot install any more equipment as it may exceed the capacity of the substation. 
• We have asked UK Power Networks if there is anything they can do to assist us, but in the meantime, if you have any queries please get in touch.                                                                                                         

Security

• Security personnel have been attending Kings House on a regular basis to ensure unauthorised people not entering the block.

Bin Room

• It was again reported that the bin room is sometimes left in a poor state. Rubbish bags are often left on the floor by the doors rather than put in the bins.
• We encourage everyone to put their rubbish in the bins, as rubbish left on the floor causes an obstruction and will not be picked up by the Council bin persons.
• We’ve reported this issue to our Estate Services Team and will update you on this.
• We were also asked about a bin previously in the foyer, which has been removed. This was at the request of the London Fire Brigade and therefore will not be being replaced. We are sorry about this, but as always, residents safety is of paramount importance.

Support

• If you need any individual help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Friday 1st December

Residents Meeting on 5th December Time Change

• The weekly residents meeting will take place at 11 am on Tuesday 5th December. We’re aware the preferred time is 1 pm, however, for this week we’ve needed to make it in the morning due to staff availability. Meetings will return to the usual time of 1 pm following this.

Gas Repair

• There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice. We’ve completed the first round of interviews and are conducting a second interview for the Project Manager role.

Gas Meter Standing Charges

• There were some questions about gas meter standing charges. If you need support communicating with your supplier about this, we’ve a standard letter you can use. Please contact us if you need one.

Scaffolding

• Zones 1 and 2 of the scaffolding have now been taken down. This means a majority of the scaffolding will have been removed by December, however, there is one part that will be taken down in January as it requires a road closure.

Security

• The contract for the existing security firm has been extended for another two weeks.
• The frosted film has now been applied to the lobby door. We do hope that this is helpful and supports the security of the building.

Compensation

• A compensation letter has been drafted, so you can expect to hear about this very soon.

Friday 24th November

Residents Meeting on 5th December Time Change

• The weekly residents meeting will take place at 11am on Tuesday 5th December. We’re aware the preferred time is 1pm, however, for this week we’ve needed to make it in the morning due to staff availability. Meetings will return to the usual time of 1pm following this. Next week's meeting (28/11) will be at the normal time of 1pm.

Gas Repair

• There continues to be a lot happening in the background regarding the gas repair and other options. We’re liaising with our professional advisors and have engaged an independent expert to provide advice. We are interviewing for the Project Manager this week.

Security

• The security of the lobby area was discussed. The windows at present are see-through. It was suggested that some film is added to the windows so that it isn’t possible to see in. We will place an order for this.
• We’ve security personnel attending Kings House to ensure unauthorised people are kept out of the block.
• We’re linking in with the security firm that works with other blocks in the area to see if they can work with us going forward.
• CCTV was discussed. We’re aware that a small number of cameras are not working however most are. Our contractor is working on this and all cameras will be working as of Wednesday 22nd November.

Bin Room

• It was reported that the bin room is sometimes left in a poor state.
• Please can we ask that the bins are used to place rubbish in and that bags are not left on the floor.
• We’ll make our GEMS Team (Grounds and Estates Maintenance Service) aware of this.
• The security of the bin room was discussed.
• We’ve checked our security firm are monitoring the bin room and can confirm that they are.

 

Friday 17th November

Gas Repair

• We’re continuing to look at the options available to us and are considering the solution that is the best fit for our residents and for us.
• There’s a lot of work happening in the background on this.

Scaffolding

• We’re on track with the removal of the scaffolding and expect that all of it will be removed by December.                                                         

Water Leaks

• The dehumidifiers remain in place at this time, we can confirm the amount of water being collected is reducing. This indicates the building is drying out.  

Security

• We can confirm that there’ve been no more reports of unauthorised people in the building over the past few days.
• We’ve contacted the police and informed them about this.
• We’ve arranged for a security firm to patrol the building every hour.
• We can confirm the main and side entrance doors to the building have magnetic locks and are self-closing.
• When we’re on-site, and when our contractors are on site, we check the security doors are functioning.      

 

Friday 10^th November

Gas Repair

• We’ve had our first afternoon residents meeting at 1pm on Tuesday 7th November. We were really pleased to see some new residents joining and asking questions. The meetings will continue to take place at this time going forward.
• Almost all of the heaters have now been delivered. If you’ve yet to receive your heater, please get in touch with us on 0300 3045000 so we can work with you to arrange a convenient time to deliver.
• We’re currently arranging interviews for the project manager role and will keep you updated on the outcome of this.

Water Leaks

• If you’re being affected by a leak, please get in touch so we can look into it.
• If you’re being affected by damp and mould, let us know and we’ll support you.
• We’re still using the dehumidifiers to dry out any areas that were affected by leaks. These will be removed as soon as the affected areas are suitably dry.

Scaffolding

• We’re pleased to say the scaffolding will be taken down starting this month and finishing in December.

Unauthorised Persons

• We’re aware that the stairwell and other areas have been used by people who aren’t Kings House residents. We’re in touch with the police and other agencies about this. If you’ve any concerns, please get in touch with us at the earliest opportunity.
• All unauthorised persons staying in the communal areas have left the building.
• We have employed a security firm to provide a 24-hour surveillance service to help prevent unauthorised persons from returning.
• Please make sure you close all doors behind you and do not let anyone into the building you are not expecting.  

Support

• If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

 

Friday 3^rd November

Gas Repair

• Our recent survey indicates a majority of you would prefer the resident meetings to continue on a weekly basis, and that you’d prefer them to take place at 1pm.
• We’ll amend our Microsoft Teams meeting link to 1pm from Tuesday 7^th November.
• We’ve received applications for the project manager post and are looking at interviewing soon.

Water Leaks

• If you’re being affected by a leak, please get in touch so we can look into it.
• If you’re being affected by damp and mould, let us know and we’ll support you.

Support

• If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings.

Saturday 28th October

Gas Repair

• We’ve received 18 responses to the survey that was sent out so far. A majority of respondents have asked that the resident meetings continue on a weekly basis.
• We were asked to change the time of day of the resident meetings by a customer. You’ll have received a survey to find out what time you’d prefer. There’s the choice of 11am, 1pm or 5pm. We’ll use the feedback to plan our future meetings.
• Most of the heaters have now been delivered and we’re making arrangements to deliver the final few.
• We’re currently recruiting a project manager and reviewing options.

Water Leaks

• If you’re being affected by a leak, please get in touch so we can look into it.
• If you’re being affected by damp and mould, let us know and we’ll support you.
• We’re still using the dehumidifiers to dry out any areas that were affected by leaks. They’ll be checked this week.

Windows

• We were asked if the windows that have had the boards removed will stay uncovered. We stated yes, that they would stay that way as we now have approval from the London Fire Brigade to do so.

Support

• If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. We’re here all week, not just at the weekly meetings

 

Wednesday 18^th October

Gas Repair

• We’re going to be sending out a survey to review the frequency of the weekly meetings, and whether it would be better to change how often these take place. We’ll use the feedback to plan our future meetings with you.
• Last weekend we delivered heaters to 50 flats. Those residents who are yet to receive their heaters will be contacted to find out availability so we can get the remaining heaters delivered as soon as possible. We appreciate that the weather has turned colder.
• We’re currently recruiting a project manager and reviewing the options for replacing the heating. This is likely to take 4-6 weeks.

Water Leaks

• If you’re being affected by a leak, please get in touch so we can look into it.
• If you’re being affected by damp and mould, let us know and we’ll support you.

Bin Room

• Following reports about the position of the CCTV camera in the bin room, this has now been moved so the view of the room being captured by the camera is improved.

Call Centre

• We had some feedback that sometimes responses to calls (pick up and call backs) made by customers are longer than you’d like. This has been fed back to our Customer Service Team.

Support

• If you need any help or support at any time, contact us on 0300 304 5000 or at info@estuary.co.uk. Please do not feel you need to wait until the regular (currently weekly) meeting with us.

 

Thursday 12th October

Thank you to those of you who attended the residents meeting on Tuesday.

Gas Repairs and Related Issues

• We’re going to be delivering heaters on Saturday 14th October and Sunday 15th October. You’ll receive one heater for your living room and a heater for each of your bedrooms.
• We’ll be door-knocking on these days, so if it’s possible for you to be available, we’d appreciate it. You’ll be asked to sign for your heaters. We’ll only be giving out the allocated number of heaters for your flat and won’t be able to give out any more than this.
• Instructions for how to use your heater will come with the heater. They’re oil-filled and should be straightforward to use and set up.
• If you won’t be available during the times we’ve stated, or if you have any questions, contact us on 0300 304 5000 or at info@estuary.co.uk

Water Leaks

• If you’re affected by a leak, please do get in touch with us.

Bike Racks

• The bike racks have now been moved to the bin room. This is so that we will be able to access the gas meters and pipework.
• If you have any questions about the bike rack, let us know.

Fly-Tipping

• The impact of fly-tipping on resident service charges was discussed. If you witness anyone fly-tipping, please let us know so that we can act on it.

Security

• It’s come to our attention that the side door and the front door at Kings House continue to be left open at times, affecting the security of the building. We’ve discussed this with our contractors and will continue to remind them to take care. Please can all residents also take care and let us know if any security issues are noted.                                                                                                                                              

Monday 9th October

Gas Repair

• We’re seriously considering the way forward and are weighing up the costs and benefits of the solutions. We’ll let you know more as soon as possible.

Water Leaks

• We’re waiting to receive the full report about the roof and we’ll provide updates when we have more information to share.
• If you’re being affected by damp and mould, let us know and we’ll support you.

External Walls

• Work on the external walls is progressing well and we're on target for completion by the end of the year.

Heaters

• We’re going to start distributing heaters this coming weekend. Staff will be door-knocking. If you miss them, don’t worry, we’ll arrange for the remaining heaters to be delivered on alternative dates.

Bin Room

• We’re taking action on the information we’ve received about the bin room being misused.

Friday 29^th September

Thanks to those of you who attended the meeting on Tuesday and asked questions, they’re valuable insights into what’s happening at Kings House.

Gas Repair

• We’re still weighing up our options about the gas repair. We have five different options to consider. The prices fall between 2 and 4 million pounds.
• The options range from a traditional approach to ground source heat pumps.
• As of 1^st October 2023, works such as this gas repair will require Building Control Approval and will be referred to the Building Safety Regulator. We’re unsure how long the process will take but will keep you updated along the way.
• We’ve installed 70 electric showers to date.

Water Leak

• Don’t hesitate to get in touch and let us know if you see any more evidence of leaks. We will look into it.
• If you’re being affected by damp and mould, let us know and we’ll support you.
• The number of dehumidifiers that have been installed to speed up the process of drying out the affected areas will be increased.
• Arrangements have been made to ensure they’re emptied regularly.

Service Charges

• There were some questions about service charges and how they are made. If you have any questions about your service charges, and what is included in your payment, then get in touch and we’ll answer your questions.

Heaters

• The heaters will soon be delivered to you. We’ll be in touch to make arrangements. Each flat will receive one heater for the living area and one heater per bedroom.

Bin Room

• It’s been reported that the bin room is being used inappropriately and we’re managing this.
• Ideas for improving the bin room were mentioned. We’ve made note of this and will respond.

 

Thursday 21st September

Thanks to those of you who attended the residents meeting on Tuesday 19th September and asked us questions about our progress on these matters. We appreciate this has been a long process for you, and we continue to do all we can to keep as comfortable as possible in your homes and updated on our actions. The main discussions at the meeting were about the water leaks.

Gas Repair

• Regarding the gas repair - we’re still looking at options, including weighing up alternative solutions. We’re aware you’re waiting to hear more about this and will feedback as soon as we can.

Water Leak

• The Leak Detection Company attended last week and confirmed a leak on the seventh floor that cascaded down through the building and had been causing leaks in the properties below.
• The leak has now been fixed and the areas that have been affected will be dried.
• A ventilation system will be installed to speed up the process of drying the damp areas.
• Follow-on works will be assessed.

Fire Safety

• Windows on the top two floors at Kings House had been blocked due to fire safety measures. Clearance has now been received from fire safety that these windows can now be opened again.

Liability and Insurance

• There were some questions about insurance claims. Whilst we are still making decisions on how to proceed with the gas and leak repairs, it’s not possible to be clear about how these might be dealt with at this time.

Additional Support

• If you need to speak to us, please call on 0300 304 5000 (Monday–Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Leak Detection Company - Wednesday 13th September

The Leak Detection Company will be on site from 8.30am on Thursday 14^th September. They are here to find out about the cause of the leaks. Please let them in if they knock on your door.

 

Tuesday 12th September

Thank you to those of you who attended Tuesday’s residents meeting. The action points coming from the discussion are as follows:

Gas Repair

• Regarding the gas repair - we’re still looking at options, including weighing up alternative solutions. We’re aware you’re waiting to hear more about this and will feedback as soon as we can.
• We’ve ordered heaters ready for the colder weather.
• We’ve installed 51 showers and 10 cookers and we’ve more appointments booked on our tracker system. Contact RBM on 01702 808940 (7am-4pm) if you need an electric shower fitted and we can book this in.

Water Leak

• We’ve arranged for an independent surveyor, The Leak Detection Company, to attend and identify any outstanding water leaks on 14th September. We’ll keep you updated about their findings.
• If you’re experiencing issues with damp and mould, report it and we’ll help identify the right course of action to minimise the growth of mould whilst we work on fixing the core of the issue.

Security Issues

• Security concerns have been raised about the front door, lobby and bin room. There have been reports of these doors being left open at times. The locks to each of these areas have now been fixed, and we’re looking to make sure they each have more robust locks.
• We’ve raised these security issues to our contractors and told them not to leave the doors open at any time.
• If you could remind friends and relatives to shut the doors too, that would be very helpful.
• If you see any further security concerns, contact us and report it.

The next residents’ meeting is taking place on Tuesday 19th September at 11am.

 

Tuesday 5th September

Thank you to those of you who attended today’s residents meeting. The action points coming from the discussion are as follows:

Gas Repair

• Regarding the gas repair - we’re still looking at options, including weighing up alternative solutions. We’ll keep you updated as we progress.
• We’ve installed 36 showers so far and are making steady progress. We’ve more appointments booked on our tracker system. Contact RBM on 01702 808940 (7am–4pm) if you need an electric shower fitted and we can book this in.
• The next Estuary Board meeting is taking place on 25th September; Kings House will be discussed and residents will be kept updated about any outcomes from this meeting.

Water Leak

• We’ve arranged for an independent surveyor to attend and identify any outstanding water leaks on 14th September. It’s important we’re clear about the source of the leak in order to identify the correct solutions.

Other Issues Discussed

• Some poor workmanship issues were raised. When we receive reports from residents about this, we hand the matter over to the contractor who carried out the repair. Contact us if you have any questions or concerns.
• It was reported the staircase has at times been accessible to people who are not Kings House residents and has been used for antisocial behaviour. This matter has been taken up with the relevant parties and we expect the staircase to no longer be accessible. If there are any further concerns about this, get in touch.

The next residents’ meeting is taking place on Tuesday 12th September at 11am.

 

Friday 1st September

The weekend is fast approaching, again we’d like to thank residents for their patience during this time. Whilst the decision about the best course of action for the gas leak repair works remains in process, we know some of you have also been affected by a water leak. We assure you we are dealing with it as a matter of urgency. It’s possible that if you have reported a leak, RBM may knock on your door over the weekend to come and check the pipework in your property.

If you need to get in touch over the weekend, please do so using:

07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

Our next residents meeting is taking place on Tuesday 5^th September at 11am. These meetings will be held on a weekly basis.

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Tuesday 29th August                                                                                                                                    

Today we held the second weekly residents meeting. We discussed the following points:

• We continue to assess long-term solutions for the gas works with gas safety engineers, planners and health & safety advisors.
• We're expecting to receive an options appraisal from engineers on the safest most efficient options.
• Our repairs team are working with contractors to investigate reports of a leak. We’ll update affected residents directly.  
• We know this is a difficult time for residents, we can assure you we're doing everything we can to resolve the situation and to keep you updated as we go along.
• We were asked about the scaffolding today. It will be taken down in early December.
• Please get in touch If you need to discuss any issues of concern, please do not hesitate to contact us on 0300 304 5000 (Monday-Friday, 8.30am-5pm), 07525 668902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

The next meeting will be held on Tuesday 5^th September at 11am. The meeting link remains the same.

We’ll continue to hold weekly meetings and email weekly updates.

 

Friday 25th August

We’ve fitted 25 showers so far, but RBM have found some residents haven’t been home for their appointment. If you're still waiting for a shower to be fitted, please contact RBM directly to book an appointment on 01702 808940 (7am-4pm). 

The flat 607 shower doors have now been repaired.

The next resident meeting is Tuesday 29th at 11am. These meetings will be held on a weekly basis.

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Meeting ID: 338 282 765 679
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We’re heading into a bank holiday weekend, so our offices will be closed on Monday.

If you require any support, please call us on 0300 304 5000 (Monday-Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Tuesday 22^nd August

Today we held the first weekly residents meeting. We discussed the following points:

• We’re still investigating long-term solutions with partners and will share further information as soon as we can.
• Bicycles and racks in the gas meter room will need to be relocated to the right-hand wall of the bin store in the next couple of weeks. This will reduce the number of bins available, but if this becomes an issue, we’ll arrange for more frequent collections.
• We were informed that some residents throw rubbish into the bin store, rather than placing bags into the bins. The Tenancy team will investigate.
• A leak on the 7^th floor has been reported to the Repairs team.
• RBM have informed us that some residents have missed their appointments for fitting showers and/or water heaters. This is causing significant delays. Please let them know if you are going to miss your appointment - 01702 808940.
• We appreciate this is a difficult situation for residents and appreciate your patience. We know you’ve lived through other works, and we feel your frustrations. We’re working on resolving this situation as soon as we can and will keep you updated.
• While we are investigating long-term solutions, we won’t have new information on a daily basis, so we’ve suggested reducing the daily email updates to weekly, just until we have more news to share. These weekly meetings will continue.

The next meeting will be held on Tuesday 29^th August, 11am.

 

Monday 19th August

The next resident meeting is tomorrow, Tuesday 22nd at 11am. These meetings will be held on a weekly basis.

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Meeting ID: 338 282 765 679
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If you require any support, please call us on 0300 304 5000 (Monday-Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Friday 18th August

As we head into the weekend, we would just like to thank residents again for your patience and support over the last few weeks, and into the coming months. We appreciate how difficult this situation must be, and we’re working hard to deliver solutions, both in the short-term and long-term.

If you’re waiting for an appointment for a shower and/or water heater to be fitted, please contact RBM on 01702 808940 (7am-4pm). Please make sure you are available at the time of the appointment and talk to RBM if your availability changes.

You can continue to use the shower in flat 607.

We’ll be holding another resident meeting on Tuesday 22nd at 11am. These meetings will be held on a weekly basis.

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In the meantime, if you require any support, please call us on 0300 304 5000 (Monday-Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Thursday 17th August

RBM are still having some problems getting access to some of the properties. If you are still waiting for a shower to be fitted, please contact RBM directly to book an appointment at a convenient time.

If appointments have been made, and you can no longer make that appointment, you must let RBM know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (7am-4pm).

17 showers have been fitted so far.

The shower in flat 607 remains available for use and is being cleaned daily, but please make sure you are leaving it clean for the next person to use.

Reminder: We’ll need to move the bike racks from the gas meter room to bin store. We’ll fit a new rack for you to move your bikes to. Let us know if you need help to move your bikes.

If you require any support, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Wednesday 16th August

We’re reviewing several options for the repair works and will update as soon as a route has been confirmed. Regardless of the option we choose, we know we’ll need to move the bike racks from the gas meter room, to bin store. We’ll fit a new rack for you to move your bikes to. Let us know if you need help to move your bikes.

We mentioned previously that we have approached utility providers regarding standing charges, but unfortunately, they will not deal with us on behalf of residents. Please contact your energy provider directly. If your provider requires any evidence, we can issue a letter. 

If you have any questions or concerns, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Tuesday 15th August

Weekly Teams meetings start from Tuesday 22nd August at 11am. In the meantime, daily email updates are being sent from customer.services@estuary.co.uk.

If you’re waiting for a shower and/or water heater to be fitted, please call RBM directly on 01702 808940 (7am-4pm) to arrange an appointment at a convenient time.

If you have any questions or concerns, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Monday 14th August

Weekly meetings have been scheduled for every Tuesday (from 22nd August) at 11am. Details for joining the meetings can be found below:

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Meeting ID: 338 282 765 679
Passcode: 7H3byw

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If you are waiting for a shower and/or water heater to be fitted, please call RBM directly on 01702 808940 (7am-4pm) to arrange an appointment at a convenient time. If appointments have been made, and you can no longer make that appointment, please call RBM to let them know.

If you require any support, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Friday 11^th August

We’d like to thank residents for your continued patience and for voting on the preferred times for our upcoming weekly meetings. From Tuesday 22nd August, we will hold resident Teams meetings every Tuesday at 11am. Invites will be shared with residents shortly.

Once again, please ensure you are available for your appointment for RBM to fit your shower or water heater. If appointments have been made, and you can no longer make that appointment, you must let us know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (7am-4pm). 

The shower in flat 607 remains available for use and is being cleaned daily, but please make sure you are leaving it clean for the next person to use. A little consideration goes a long way.

If you require any support, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Thursday 10th  August

Our contractor, RBM, is having difficulty accessing some properties on the priority list, to fit their shower and/or water heater. If appointments have been made, and you can no longer make that appointment, you must let us know asap. Missed appointments will delay the installation in your property and it will have an impact on your neighbours who are also waiting. You can call RBM on 01702 808940 (7am-4pm). 

The shower in flat 607 remains available for use and is being cleaned daily. We’re still covering swim sessions at Abbey Leisure and some travel as well.

We asked residents to let us know whether they would like weekly meetings at 11am or 4.30pm, and the majority have voted for 11am. So, from Tuesday 22nd August, we will hold resident Teams meetings every Tuesday at 11am. Invites will be shared with residents shortly.

If you require any support, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Wednesday 9^th August

We’ll be arranging weekly Teams meetings with residents on Tuesdays at either 11am or 4.30pm. Responses so far, are in favour or 11am. You still have time to vote for your preference.

We’re working through the priority list to fit electric showers are water heaters this week. Please bear with us, we’re doing everything we can to make sure we help everyone as soon as possible.

We’ve had Estuary staff and Axis on-site today, assessing options for longer term solutions.

If you require any support, please call 0300 304 5000 (Monday-Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Tuesday 8th August

Yesterday we held the third Teams meetings with Kings House residents.

Don’t worry if you weren’t able to make any of the meetings, from 22nd August, we’ll schedule meetings every Tuesday at either 11am or 4.30pm. Please let us know your preference. We’ll continue to share daily email updates.

We’re continuing to install electric showers and water heaters this week. Most residents have informed us of their needs, and we’ve tried to prioritise the more urgent cases.

The shower in flat 607 is available for use in the meantime and is being cleaned daily.

The cost of the repair works, and the temporary measures will not be charged to residents. We’re supporting residents regardless of their tenancy type.

We have approached a utility provider regarding standing charges, but unfortunately, they will not deal with us on behalf of residents. Please contact your energy provider directly.

We are aware some residents are worried about heating later in the year; we’re researching solutions now, and we’ll provide an update when we can.

If you need to speak to us, please call 0300 304 5000 (Monday–Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Monday 7th August

Last week we held two Teams meetings where residents were able to ask questions and raise issues. It was requested that we continue these virtual meetings on a weekly basis, which we’re more than happy to commit to.  From 22nd August, we’ll schedule meetings every Tuesday at either 11am or 4.30pm. Please let us know your preference. We can share notes from these meetings for those that are unable to attend.

We were also told that you might be interested in forming a Residents Group, which we’re happy to support with once the gas works are complete.

We’re continuing to install electric showers and water heaters this week.

The shower in flat 607 is being cleaned daily.

If you need to speak to us, please call 0300 304 5000 (Monday–Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Friday 4th August

We’d like to thank residents that attended one of the MS Teams meetings this week. We appreciate your time and your feedback. We will be holding a further meeting on Monday at 5.15pm. If you would like us to resend the meeting invite, or to share the recording or transcript from a particular meeting, please get in touch.

Now that we know the works will be ongoing for some months, we’re putting longer-term solutions in place, such as installing electric showers and water heaters in kitchens. We’ve also provided some electric ovens and air-fryers. We’re talking to residents about their individual needs and providing tailored support to keep people in their homes.

Some residents have asked how these appliances will affect their energy bills; you will likely be using more electric that usual, however electricity is generally cheaper than gas. We are providing subsistence payments where necessary.

If you need to speak to us, please call 0300 304 5000 (Monday–Friday, 8.30am-5pm), 07525 668 902 for out-of-hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Thursday 3rd August

We'd like to thank those of you who attended our meeting today, we hope you found the session useful. We’re holding a further MS Teams meeting with residents tomorrow at 3pm. Email invites have been sent out. We welcome your feedback and questions. Our officers will be on site over the next week, so if you'd like us to visit, please let us know. 

If you need to speak to us, please call 0300 304 5000 (Monday–Friday, 8.30am-5pm), or call Axis Emergency Repairs on 0808 1691969

 

Wednesday 2nd August

We have sent you the following letter today:

As you’ll know from our recent communications and visit last week, the gas supply at Kings House was turned off on 19^th July 2023. Initially, we were advised that the issue was associated with the ventilation within the cupboard housing the gas pipework. We started work to increase the ventilation within this area and were hopeful that the supply could be reinstated reasonably quickly. Unfortunately, whilst carrying out these works, we have now identified additional issues with the pipework installation.

We have been working closely with our gas consultants, the original pipework manufacturer, and our contractor to understand what these additional issues mean. We now understand that extensive works will be required to the installation to ensure that it remains safe for you to use. Initial timescales to complete these works are in the region of 4 months.

We understand that this will be disappointing news, but your safety remains our priority. We’ll be working with you to manage this situation and to understand what support you’ll need to remain in your home during this time.

We have installed a communal electric shower in flat 607 and have provided electric cooking facilities to many customers. The arrangement with the local leisure centre will also remain in place and we will continue to offer subsistence payments whilst we identify a more permanent solution.

Online meetings are being scheduled for 11am on Thursday (tomorrow), 3pm on Friday, and 5.15pm on Monday 7^th August. We’ll email you invites for each of the meetings, but you’ll only need to attend one of these Teams meetings, if you can. However, if you have any immediate concerns or questions, please contact us on 0300 304 5000 (Monday-Friday, 8.30am–5pm), or call Axis Emergency Repairs on 0808 169 1969.

 

Tuesday 1st August

On further investigation, we have identified repair works that could take longer than initially estimated to put right. There was always a possibility that the investigative works might uncover more complex issues, and unfortunately this has become the case. We’re working on outlining a new schedule of works and will share this as soon as we can.

We have communicated with residents on their specific needs and made subsistence payments, but we will follow up with residents again as the end date is moving.

In the meantime:

An electric shower cubicle has been installed in flat 607 for residents to use. The entry code is C1965. There is no booking system, but there is a lock on the inside for when the shower is in use. Take care when using the facilities.

We will continue to reimburse swim sessions booked with Abbey Leisure Centre. This will give you access to the pool and showering facilities.

https://www.everyoneactive.com/centre/abbey-leisure-centre/

020 3948 4960 - Bobby Moore Way, Barking, IG11 7HW

We will be organising a virtual meeting to update residents and will communicate the details shortly.

If you need to speak to us, please call 0300 304 5000 (Monday-Friday, 8.30am–5pm), or call Axis Emergency Repairs on 0808 169 1969.

Monday 31st July

As we've continued to work through the repairs to the gas pipe work, it's become clear there are issues we need to investigate further. We were hopeful to complete the works within a shorter timeframe, however, we're waiting for reports from our consultants that are crucial to agreeing a final solution. We'll update you with further information as soon as possible. Your safety remains our primary concern.

 

Friday 28th July

Repair work and testing will continue this weekend. Some testing may be carried our remotely, but please try to be available for Axis engineers in case they need access to your property.

Some further repairs have been identified, and we’re making a plan with Axis Gas. There is no risk to residents.

An electric shower cubicle has been installed in flat 607 for residents to use. The entry code is C1965. There is no booking system, but there is a lock on the inside for when the shower is in use. Take care when using the facilities.

Please leave the shower room in the same condition as you found it. To get out of the main door of flat 607, turn both handles.

If you need to speak to us, please call 0300 304 5000 (Monday - Friday - 08:30 – 17:00), 07525 668902 for out of hours, or call Axis Emergency Repairs on 0808 169 1969.

 

Thursday 27th July

Axis Gas engineers started testing today and are making good progress. Testing will continue through to Sunday. If there are any times that you’ll be unavailable, please let us know on 0300 304 5000 (Monday-Friday - 08:30 – 17:00), as we will need access to each property. Testing will take between 1 to 3 hours.

 

Wednesday 26th July

The works are ongoing, and we hope to have a completion date shortly.

Axis Gas engineers will be on-site testing from tomorrow (Thursday) through to Sunday this week. If there are any times that you’ll be unavailable, please let us know on 0300 304 5000 (Monday-Friday - 08:30–17:00), as we will need access to each property. Testing will take between 1 and 3 hours.

If you haven’t checked your post box yet, we left you an Asda voucher yesterday, to thank you for your patience.

 

Tuesday 25th July

We’ve enjoyed meeting the residents of Kings House today as part of our Customer Voice Roadshow! Thank you to all the residents who took the time to speak to us and answer some questions about Building Safety.

Gas repair works are on schedule, and Axis will be contacting residents to arrange testing from Thursday 27^th – Sunday 30^th July. As part of the ongoing works, we’ll need access to your home to carry out the necessary testing (this will take 1 to 3 hours).

We really appreciate your patience and working with us to resolve this issue. As a ‘thank you’, we have delivered an Asda shopping voucher to each property today. Have a little treat on us.

We’re supporting customers that we’ve been in contact with. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday-Friday - 08:30–17:00) or call Axis Emergency Repairs on 0808 169 1969.

 

Monday 24th July

Repair works are continuing as planned. We’re supporting customers that we’ve been in contact with. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday-Friday - 08:30-17:00) or call Axis Emergency Repairs on 0808 169 1969.

The Customer Roadshow is coming to Kings House tomorrow, Tuesday 25th July, 11am-2pm - estuary.co.uk/customer-roadshows - This will be an opportunity to speak to us in person and ask any questions you might have.

 

Friday 21st July

Repair works will continue next week. We're looking to start testing in each property on Saturday 29th July, however if this date changes we'll let you know immediately. We will need access to your home to carry out the necessary testing and get you switched back on. 

We haven’t been able to make any arrangements with local businesses to use their showering facilities, but we will reimburse swim sessions booked with Abbey Leisure Centre. This will give you access to the pool and showering facilities.

https://www.everyoneactive.com/centre/abbey-leisure-centre/

020 3948 4960 - Bobby Moore Way, Barking, IG11 7HW

If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (Monday-Friday - 08:30–17:00) or call Axis Emergency Repairs on 0808 169 1969.

The Customer Roadshow is going ahead as planned next week, Tuesday 25th July, 11am-2pm - estuary.co.uk/customer-roadshows - This will be an opportunity to speak to us in person and ask any questions you might have. Again, thank you for your patience and working with us to resolve this issue.

 

Thursday 20th July

Repair works have started, and we are still on track to complete within two weeks. We've spoken to most residents now and have a list of support needs. We're working on some solutions, and we'll update shortly. If you need some support and you haven't spoken to us yet, please give us a call on 0300 304 5000 (08:30–17:00) or call Axis Emergency Repairs on 0808 169 1969.

Thank you for your patience and bearing with us while we get things sorted.

The Customer Roadshow is going ahead as planned next week, Tuesday 25th July, 11am-2pm - estuary.co.uk/customer-roadshows - We look forward to seeing you there!

 

Wednesday 19th July

Our Housing Officers were knocking on doors this morning and managed to speak to just over 50% of residents. We've left letters for those that weren't home.

We've identified the main issues (although there is still some investigative work to do) and we hope to start some repairs work tomorrow. This may involve some drilling/noise, but we'll try to keep it to a minimum.

It may take up to two weeks to complete the works, but we'll know more by the end of this week. We'll need access to each apartment to get everyone switched back on, but we'll give you as much notice as we can and try to offer flexible appointments.

We're looking at local amenities that may be able to offer showering facilities whilst the works are taking place, so if you don't have an electric shower, don't panic!

If this gas outage means that you don't have a way to cook meals, let us know and we'll provide some support.

 

Tuesday 18th July

We’ve discovered an issue with the Kings House gas supply. We’ve turned the gas off while we continue to investigate the issue and possible solutions.

In the short-term, we’ll assess residents’ support needs, and we’ll do everything we can to help while the gas is off.

We’ll be knocking on doors on Wednesday (19^th July) morning, but if you have any immediate support needs, please give us a call on 0300 304 5000 (08:30–17:00) or call Axis Emergency Repairs on 0808 169 1969.

We’ll continue to update residents via email and text message, and on this page.