Vickers House

The health, safety and happiness of our customers is our top priority. We always want to provide a safe environment for people to live in, so tackling and reducing anti-social behaviour is really important to us. If you would like to report anything relating to Vickers House, please fill in the reporting form and a member of the team will be in contact.

This page is for residents at Vickers House to be updated on building safety matters. Please check back regularly for updates.

Fire Risk Assessment (FRA)

The last FRA was undertaken at Vickers House on 2^nd September 2025, and the block was assessed as low. FRA’s are reviewed annually at this building.

If you would like any further information about the FRA, please contact us.

Evacuation Strategy

Vickers House currently has a stay put evacuation strategy in place. This means you should remain in your flat in the event of a fire unless you are at immediate risk from fire and/or smoke. If you do not feel that it safe to remain in your flat then please evacuate the building and await instruction from the Fire Service

If you see smoke or fire either in your flat or communal area of the building please call 999. Please do not assume that someone else will do this.  

If you are worried or concerned about your ability, or someone in your household, to evacuate the building independently, please contact us.

External Wall System

Vickers House has two materials on the exterior:

• Metal cladding: This was replaced following the Grenfell Tower fire and now meets the standard required under current Building Regulations. We used a material which has A1 fire classification.

• Brick: Bricks have an A1 fire classification as they will not sustain or support external spread of fire. Work has now been completed to the cavity behind the brickwork and the building meets the highest standard of fire safety. 

Balconies

The balconies are constructed of concrete and glass. They will not support the spread of fire; however, this is why it is important that residents do not use their balconies to store combustible material, as this could allow fire to spread.

Please do not store timber or other combustible materials on your balcony as this may affect your safety in the event of a fire.

EWS1 Forms

An EWS1 form is available upon request for Vickers House; please contact us if you require a copy.

Further information can be found on our EWS1 page.

Residents

We do ask that all residents take direct responsibility for the safety of the block by:

• Ensuring items are not left in communal areas – these could help spread fire and /or prevent escape from the building;

• Not smoking in communal areas;

• Notifying us of any repair issues in communal areas – please call 0808 169 1969.

Floors 1-8 
Leak to be repaired and fire doors replaced from stack pipe cylinders- order raised  (these will be repaired once current leak has stopped)
Sensor light flickering on Floor 1- order raised
Minor damage on walls to be repaired- order raised  (some may also be repaired during internal decoration works)
Missing ceiling panel to be replaced Floor 3- order raised
All lift signage, fire action and CCTV signage to be rebranded and replaced- order raised

Car Parks 
Leak into car park to be repaired- investigations ongoing 
Cycle Rooms- customers cannot gain access- order raised
Structural cracks to be repaired when S20 works commence

Stairwells, Lifts and Lobby
Main front door and UG car park door do not always catch securely- order raised (Letter to be sent by Housing to remind customers to close door securely)
Carpet side entrance lower ground floor left side needs replacing by entrance door-  order raised
Stair nosings missing and one loose- order raised
Lights flickering Floor 1 stairwell - order raised
Lift lighting still too dim- order raised

Outside Building
Bin Rooms pest control need to reattend to clear  (Letter to be sent by Housing to remind customers to close securely)
Cosmetic work required to cavity wall and red safety barriers removed- order raised
Yellow hatched box required on road entrance- enquiries to be made
Mosquito repellent required during summer via roof- access being established

Inside Properties 
Windows and balcony decking – ongoing but progress being made

Floors 1-8 
Leak to be repaired from stack pipe cylinders- order raised
Sensor lights faulty/slow in areas of building-  order raised
Fire door replacements required-  order raised
Skirting replacement required in places due to water damage-  order raised
Wooden panel on wall to be made good-  order raised
Last remaining missing doorstops to be installed-  order raised
Damage next to access panel to be repaired- order raised
Damage to ceiling to be repaired- order raised
Mag locks checked throughout - sometimes connecting sometimes not-  order raised

Car Parks 
Cycle Rooms- entrance mechanism faulty, customers cannot gain access-  order raised
3 Lights not working in water storage room-  complete
Oil in car parking space 26-  complete  
Faulty light in Gas Meter Room 1- order raised
Trailing wires in car park main entrance side upper ground car park ceiling area-  order raised
UG main entrance side mag panel missing, needs replacing and fire door replacement required-  order raised

Stairwells, Lifts and Lobbys 
Carpet side entrance lower ground floor needs replacing by entrance door-  order raised
Stair nosings missing and one loose-  order raised
Light out lift one main entrance side- order raised
Lifts to be looked at to ensure flush with floor-  order raised
Sections of carpet missing on stairwells-  order raised
Wall damage to be repaired in lift lobby-  order raised

Outside Building
Bin Rooms- digi locks broken both sides -  complete
Bin Room main entrance side- light permanently on- order raised
Brick has come away from small wall next to Speedwell House- order raised
Flytipped items outside and inside side entrance bin store-  complete 
Light above side entrance bin store facing down needs adjusting-  order raised
Damage to barrier and cavity wall-  order raised

Inside Properties 
Windows and balcony decking –  ongoing but progress being made 

Floors 1-8 
Several walls damaged by missing doorstops next to intercoms, to be plastered- complete
Hole in wall identified 7th floor- complete
Several fire exit signs missing in lift lobbies and stairwells- ongoing project
Architrave on 6th landing by internal door broken and pulled away- complete 
Few missing doorstops- complete
Damage to lift panel 5th floor- complete
Skirting outside 46 47 needs replacing/making good- complete
Hole in wall 4th floor, and wall repair required- complete
Magnet on door 4 main side- complete 
Missing stair nosing required- complete 
New fire door and replacement skirting between 33 and 34- complete

Underground and Lower Ground Car Parks 
Car park shutter- sideway installation- ongoing project 
Cycle store A B- customers can’t get in with fobs- ongoing 
Lower ground stairwell- flaking plaster on wall next to socket- complete
Missing stair nosing lower ground- complete 
CCTV missing right hand side Lower Ground- complete 

Lifts 
CCTV missing in right lift- complete 

Outside Building 
Abandoned car- removed

Inside Properties 
Windows and balcony decking to be looked into further- ongoing

Floors 1-8
Identified areas of graffiti to be removed-complete
Several areas where stair nosing was missing, to be replaced-complete
Several areas of water damage, to be repaired and painted-complete
Several areas of wall or ceiling damage, to be repaired and painted-complete
Missing ceiling access panels to be replaced-complete
Doors that aren’t closing to be looked into-complete
Cracked door frames to be repaired-complete
Damaged or lifted carpet to be looked at-complete
Door stops to be provided-complete

Underground and Lower Ground Car Parks
Damaged areas of carpet to be looked at-complete
Missing carpet tiles to be replaced-complete
Several areas of damp on walls to be repaired-complete
Concrete in car park to be filled-complete
Cracks on floor and in ceiling to be looked at-complete
Various lights above bays or doors and in bin rooms to be fixed-complete
Leaks to be repaired-complete
Maglocks and gas meter door to be repaired-complete
Car park shutter repair to be chased-complete
Doors to be repaired, and door stops to be provided-complete

Lifts
Faults in left lift to be fixed-complete

Outside Building
Graffiti to be removed-complete
Bushes to be removed from roof-complete
Registration numbers provided to Housing Officer blocking access and pavement-complete
Lights and floorplates to be replaced-complete

Inside Properties
Windows and balcony decking to be looked into further- separate visits to be undertaken-complete  

Welcome
Welcome by Thomas Kearney, Director of Assets and Compliance, and Introductions.

1.Balcony Survey Update and Next Steps
Balcony railing inspections began on 28^th September 2026 and Lawtech will be on site for 2 weeks approximately. Lawtech will contact customers directly to arrange balcony surveys. Apologies were given regarding the lack of communication from Delta Housing regarding these visits.

Structural survey findings will be issued to Delta, and the best way forward will be decided.

Apologies were given regarding the length of time it has taken to begin these surveys. Thomas explained that if any remedial works securing these balconies back to the walls take place, Delta Housing will have to comply with the Building Safety Regulator, and so a more stringent procurement process was required. It is hopeful that the three properties where the connections to the walls are loose are isolated, unique incidents and we hope to contact the majority of customers to advise it is safe to use their balconies soon.

It was noted that when the second lot of cladding was removed, some balconies were identified as wobbling, and expanding foam was used to rectify this. This information has been passed to the contractor and each balcony will be assessed.

It was confirmed Delta Housing will cover the cost of these remedial works.

Customers expressed disappointment at recent instructions regarding a window clean whereby they were asked to remove items from their balconies, after being sent communication in February 2026 to not go onto their balconies, and the length of time this is taking to resolve.

2. Balcony Decking Update and next steps
It was confirmed that the cost for replacing balcony decking will also be covered by Delta Housing. Customers expressed their concerns regarding this, in case their service charges would be increased.

It was explained that the previous contractors had not met required standards. Delta Housing has approached Axis to carry out these works under their current contract and will be using them to deliver the balcony decking and window repairs at the same time as they move around the building to minimise inconvenience. 

Customers were also advised that Axis had been awarded the communal internal decoration, repairs and carpet replacement works. However customers indicated at the meeting that they were unaware the cyclical work contract had been awarded to Axis, and they had not been given the opportunity to give comments on the works or quotations as indicated in the last letter regarding this, sent in June 2026. Customers would also like to know why Axis were awarded this contract instead of Mitie.

Customers expressed dissatisfaction with communication in general after not receiving letters, emails and a lack of updates from Delta Housing.

3. Window repairs – update
Axis have been commissioned to complete all window repairs identified by the previous contractor Contrast.

Customers asked how the costs were being allocated; for example, Section 20 costs are different to window and balconies remedial works. Customers expressed that the window and balconies need to be completed as soon as possible, rather than waiting for S20 works to go ahead.  

It was advised that a larger welfare facility is likely to be required for Axis if these works do go ahead, with its location again to be confirmed to customers prior to installation.  

4. Crash barrier works – update
Repairs have been completed in relation to crash barrier where the building has been damaged previously. Delta Housing are considering replacing this with more sturdy barriers; and we are looking to work with the Local Highways Agency regarding the installation of traffic calming measures to reduce the risk to Vickers House. Customers will be asked for their feedback when recommendations are finalised. Whilst the internal scaffolding has been removed in the bin store, customers asked for the cosmetic damage to the brickwork damaged by the last incident to the repaired.

5. External Wall System certification (EWS1)
Following completion of external cladding a certificate was issued March 2025and is valid for 5 years from date of issue. Customers were informed and can request a copy of required.

6. Other outstanding repairs or improvements
a) Lighting in the lift has been resolved on paper; however, customers advised in both lift 1 and 2 the lights are too dim. Jackson Lifts will be instructed to attend.

b) Following a regulation change, the mansafe on the roof is currently not safe, so the plant life is unable to be inspected. As soon as access is able, we will provide further information. Customers advised this was reported in 2025 and wanted to know when the mansafe became defective.  

c) Customers wanted to know how often the solar panels were cleaned and maintained.

d) AlphaTrack did fix the car park door magnet. However, the mag door lower ground lift lobby into the post room remains outstanding. The two buttons (one emergency release/ one normal door access) are not working. The door that goes from post room to the street was also reported as sporadically working; and the main entrance door sometimes isn’t locking. These will all be raised with the contractor.

e) Customers expressed that communal painting in the stairwell should not be taken out of the sinking fund, as this was caused through Anti Social Behaviour previously reported to Delta Housing.  

7. ASB (Anti Social Behaviour) update and steps taken in the last quarter
Following the last meeting, a security company ran ad hoc visits to the block over a 2 week period, and no incidents were recorded. In the last three months, two households have reported ASB. All customers were reminded to continue to report any ASB to the Housing Officer. ASB can also be reported via the QR code on our websites' Building Safety page, and QR codes around the block.

Customers provided video evidence of Anti Social Behaviour after the last meeting and wanted an update following this being passed to Delta. The Housing Manager explained there is a process to follow regarding ASB and this is being actively investigated.

Customers expressed their frustrations following the lack of action from reporting previous issues about various matters and how this can lead to customers not wanting to make further reports, with evidence also being lost or not recorded.

Customers expressed disappointment about vehicles that continues to park in front of the dipped kerb outside the building. It prevents wheelchair users from getting on and off the pavement. Housing will be looking into this matter. 

8.Flytipping update
No further incidents.  

9. Personal Emergency Evacuation Plans (PEEPS)  
Further communication will be sent out regarding PEEPS, but if customers' circumstances change they need to inform Delta Housing. If properties are leased out, the details of the resident living in the property needs to be passed on if they require a PEEP.

10. Fire Alarms
Customers reported that the fire alarms keep going off. Delta Housing call centre staff may be giving incorrect information regarding battery replacement, as the system may be linked. Other customers thought it was the heat detectors going off which were installed by Delta Housing and so should be maintained by Delta. Confirmation to be provided to customers with the correct advice.

11. Building Safety Walkabout
Building Safety Walkabout will be arranged for the week commencing 12th October, and a poll will be emailed to residents.

12. AOB

Customers spoke of an urgent current, ongoing leak into the car park that was initially reported on 9^th August2026 and asked for this to be repaired as a priority.  

Customers raised a previously reported large crack on the outside of the building. This will be picked up in cyclical works.

Customers are still waiting for a window cleaning rebate for a service that wasn’t carried out over a number of years.

Light outside at the front of the building covering the bin store that was raised previously has still not been adjusted, leaving this area in darkness.

There are no disabled parking for residents and visitors. Customers asked if they could they use Speedwell codes to park. The contractor bays are there, but delivery drivers are still getting tickets.

Customers asked how often staff walk about Vickers House, and report issues and check they have been completed. The Estate Services Team (GEMS) are currently responsible for formally reporting repairs and compliance issues.  The Housing Officer reports communal Anti Social Behaviour, and also logs repairs when seen, however feedback is not provided by Axis if and when completed. The Housing Manager explained that the repairs team would be responsible for chasing repairs matters and not the Housing Officer. It was agreed that Delta Housing needs to implement an inspection routine to post inspect communal repairs which have been reported to ensure they are completed.  

Customers expressed disappointment that the same issues are raised at each meeting. Thomas apologised for delays and advised more urgency will be directed at anything outstanding.  

Next Quarterly Meeting 

Tuesday 12^th January 6:30-7:30pm 

Teams link to be sent via email.

Key Points from Building Safety Quarterly Meeting – June 2026 
Welcome
Welcome by Bali Nahal, Assistant Director Customer Services, and Introductions.

1.Building Safety Walkabout
This was conducted on 16th March. Nicholas Kyprianou, Head of Repairs, acknowledged and apologised for the repair actions being outstanding and advised close monitoring to ensure actions were completed would take place going forward. 

2.Building Safety Strategy Review
Updated version will be shared upon completion. 

3.Windows
Block survey has been completed with most customers. If any properties are outstanding, please contact us. Emergency works have been completed at one property. Jay Howlett, Building Safety Manager, to contact individual customers that expressed concerns by the end of this week with an update. 

4.Upper Ground Car Park
Fire door and magnetic panel needs replacing on the access door. Jay Howlett, to provide an update by the end of this week regarding a timescale for this. A crack in a pillar still needs to be looked at by a Structural Engineer, Jay Howlett will appoint. The car park shutter has been vandalised and is not working properly. 

5.Police Vehicle Damage
A structural engineer attended and deemed there were no structural issues, purely cosmetic. Scaffolding has been installed inside the bin room for precaution only. The debris has been removed and barrier replaced, with one final part of the barrier left to be fitted. 

6.Anti-Social Behaviour
Customers expressed significant concerns regarding ASB. Housing will review the matter at the next Complex Case Panel. Customers raised safety concerns regarding the lack of security at the building; particularly concerns of homeless/unknown people being in communal areas. Security is not currently covered by service charges and residents may have to be consulted for further costings. 

Customers to continue to report any Anti-Social Behaviour witnessed, and to be specific with time, date and location. The quickest and easiest way to report is by the ReportIt App; for instructions please visit ReMOTE Reporting App Setup.

7.Service Charges
An itemised breakdown was sent with the last minutes. Some customers are still waiting for further communication from the Service Charge Manager. Customers are also querying the charge for window cleaning on the service charge and asking for a rebate; this will be taken up with the Service Charge Manager. 

8.Lifts
The lights are still not functioning in Lift 1. This will be passed to Compliance Team to action. 

9.Internal Decorations
A letter will be sent this week regarding a Section 20 Consultation now the second quote has been obtained. 

10.Balconies
A programme of works of decking repairs will be shared with customers shortly by Jay Howlett. Apologies to customers who have been unable to use their balconies during recent hot weather. There are precautionary concerns regarding balcony fixings which need to be addressed urgently by the Building Safety Manager.

11.Plant life on roof
Large bushes on top of the roof has not been dealt with. Jay Howlett will pick this up. 

12.Fly Tipping
Fly tipping was reported as ongoing. Homeless people and drug dealing occurring in bin rooms. Customers asked for fly tipped rubbish to be collected by and want more regular collections and items removed with urgency. Bin locks keep getting broken allowing others access. Non-residents have been using the bin store, communication has been sent to those involved. 
Thomas Kearney, Director of Assets and Compliance, observed the meeting and advised customers that outstanding actions would be looked at with priority. 

Next Quarterly Meeting
Wednesday 9th September ‘26. Teams link to be sent via email.
Building Safety Walkabout is to be scheduled for the end of September 2026; however an earlier one may be arranged and customers will be advised.

Key Points from Building Safety Quarterly Meeting – March 2026

Welcome
Welcome by Bali Nahal, Assistant Director Customer Services, and Introductions.

1. Building Safety Walkabout
   This is scheduled for week commencing 16th March. Customers to please vote for their preferred day/time via the email poll.
   
   
2. Building Safety Strategy Review
   Closing date was 4th March 2026. Thank you for feedback received, which will be reviewed.
   
   
3. Windows
   Window survey has been carried out by Contrast. Remedial window works are being carried out imminently.
   
   
4. Upper Ground Car Park
   Magnetic panel is still missing from one of the doors. Contractors are believed to have attended but not fixed, as visibly there are no issues. Contractor to reattend and replace magnetic panel. Panels also missing from mag lock on floor 8 with open wires, repair is scheduled for next week.
   
   
5. Police Vehicle Damage
   Apologies as communication should have been sent to customers following this incident. Building Safety Manager, Jay Howlett, confirmed a structural engineer attended site and confirmed the building was safe following this incident. Debris to be removed, barrier to be reinstalled, damage to be made good and communication to be sent to customers informing them of the above information.
   
   
6. Parking
   Issues continue with vehicles parking outside the building by the dipped kerb. PCM have been asked to ticket those parking along that stretch and increase their visits to the area. Registration numbers and picture evidence to be provided via email to Prakash Shah, Housing Officer via the generic email address – info@estuary.co.uk.
   
   
7. Anti-Social Behaviour
   Reports of a dog using the lift and corridors as a toilet, graffiti in the block and rubbish being left in the upper ground car park and electricity rooms. These rooms are fob controlled; Compliance to ensure that access is fob entry only.
   Customers to continue to report any Anti-Social Behaviour witnessed, and to be specific with time, date and location. The quickest and easiest way to report is by the ReportIt App; for instructions please visit ReMOTE Reporting App Setup.
   
   
8. Service Charges
   Customers have not received an itemised breakdown of the descriptions used in their service charges. This will be followed up with the Service Charge Manager.
   
   
9. Lifts
   There are still issues, with a resident being stuck in the lift last week. Lift 2 wasn’t working 16/02/26 and the lights are not working in lift 1. The lifts are not due to replacement at present, however Compliance team will monitor.
   
   
10. Internal Decorations
    Section 20 consultation began in July 2025. A second quote was required and the process had to be restarted. Further information will be obtained from Asset Management.
    
    
11. Balconies
    Structural engineers continue to review each balcony. Scaffolding will need to be reinstalled but will be kept up for the minimum time required.
    
    
12. Digital Notice Board
    Housing Officer to check on site that the updates made are showing.
    
    
13. Bin in Post Room
    Customers asked for this to be reinstalled for leaflets and junk mail. GEMS have confirmed this was deemed a fire risk and so cannot be reinstalled.
    
    
14. Communication
    Customers asked for commitment from Estuary to respond within timescales. Walkabout notes from September will be updated on the website. Customers asked for communication regarding staff leaving, especially if they had been in contact with them directly prior. Customers acknowledged current Building Safety Manager, Jay, has acted efficiently and is working to resolve issues proactively.
    Please could customers contact Estuary as soon as possible if any incidents occur at Vickers House inside or outside the building so that appropriate action can be taken.
    
    
15. Plant life on roof
    Large bushes on top of roof raised again. With warmer weather these may increase. Compliance to look into.

Next Quarterly Meeting
Wednesday 3rd June ‘26. Teams link to be sent via email.

Building Safety Walkabout is to be scheduled for the end of March 2026.

Key Points from Building Safety Quarterly Meeting December 2025 

Welcome by Bali Nahal, Assistant Director Customer Services, and Introductions. Officers and Residents introduced themselves. were introduced.  

1. Windows 
   Previous actions have not been carried out and these will be followed up by Jay Howlett, Building Safety Manager.  Jay to arrange for each property to be reinspected. 
2. Balconies  
   Damage still to balconies from scaffolding installed when cladding was removed. Concerns regarding balcony glass as residents have safety concerns. Jay to arrange for each property to be reinspected. 
3. Upper Ground Car Park  
   Magnetic panel missing from one of the doors. The door is insecure and needs to be fixed, order to be raised with contractor.
4. Parking  
   Issues continue with vehicles parking outside the building by the dipped kerb. Communication has been sent previously with a map telling people where to park. PCM have been asked to ticket those parking along that stretch. 
5. Anti-Social Behaviour 
   Jennifer Needham, Housing Manager, encouraged residents to report any Anti-Social Behaviour witnessed, and advised residents to be specific with time, date and location. The quickest and easiest way to Report is by the ReportIt App; for instructions please visit ReMOTE Reporting App Setup. Please also visit our Anti Social Behaviour Standard | Estuary for further information.  
6. Service Charges  
   Ayotunde Odukoya, Service Charge Manager, will send all residents a breakdown of their service charges and what the itemised descriptions cover.
7. Lifts  
   Customers report lifts are breaking down regularly and asked whether they would be replaced instead of remedial repairs. Jay will discuss this with the relevant manager.
8. Internal Decorations
   Further information will be provided in the New Year. 
9. Fire Risk Assessment (FRA)
   If residents require a copy of the current FRA, please email compliance@estuary.co.uk.
10. Tenant Satisfaction Measures (TSM’s) and Surveys 
    Customers advised they were receiving phone call surveys regarding satisfaction, and asked what Estuary did with the feedback. Bali explained benchmarking our performance figures with other organisations helps us to look into areas we need to improve on within the business and align our strategies. Please visit our TSM page for further information
    Tenant Satisfaction Measures | Estuary. 
    Next Steps 
    Next Quarterly Meeting 4^th March 2025, Teams link to be sent via email. 
    A Building Safety Walkabout will be scheduled for the end of March 2025.  

Key Points from Building Safety Quarterly Meeting September 2025

1.     Welcome by Bali Nahal, Assistant Director Customer Services,  and Introductions

2.     Windows 

• Chris Rutter, Interim Compliance and Health and Safety Lead, advised authorisation has been given to instruct a company to service all external doors and windows. Windows that are broken or faulty will be prioritised. All residents will be written to by the end of September. This first service cost will paid for by Estuary. 

3.     Balcony Reparation 

• Chris Rutter advised a contractor has been agreed and the correct material has been identified for replacement. These will be looked at on a case-by-case basis. 

4.    Parking 

• Susan Harland, Housing Operations Manager, advised new signage is being installed 15th September out the front of Vickers House to prevent people parking there, over the dropped kerb and pavement. PCM have been reminded to ticket people in this area and visit regularly. 

5.     Anti Social Behaviour 

• Susan Harland advised no official reports were received between January- September.  ASB reports have recently been made and a Housing Manager is progressing with an investigation.  Updates on cases can only be given to those who make an official report.
•  Residents are encouraged to report safety or ASB concerns:

Email: info@estuary.co.uk
Phone: 0300 304 5000
Use the ReportIt app

6.     Building Safety Walkabout 

• Poll to be sent for walkabout options week commencing 29^th September with Chris Rutter and Tanveer Riaz, Building Surveyor.
  
  

7.     Lower ground car park 

• Customers reported box in front of gate to manually open has been misused. Date of works to be confirmed. 

8.     Window Cleaning
Window clean included in service charge has not been completed. Service Charge Manager to look into. Customers can email service.charge@estuary.co.uk if they have any queries regarding their service charges.

Next Steps
A Building Safety Walkabout will be scheduled for end of September 2025, followed by the next quarterly meeting.

Service Charge Manager will be invited to the next meeting.

Next Quarterly Meeting Thursday 4th December 2025 6.30 to 7.30 pm, Teams link to be sent via email (it is also available at the top of this page). 

1.    Welcome by Madeleine Spencer (MS) Customer Voice Officer, and Introductions

2.    Balcony repair works
-    Chris Rutter, Interim H+S and Compliance Lead has attended a number of properties. Damage has been reported following the cladding remediation work, some balconies visited appeared to be wear and tear rather than damage. Before and after photos are being collated to go back to the contractor. 

3.    Windows
-     The manufacturer has been identified and a contractor is being procured to repair, service or replace. No timeframe as yet.
-    Residents enquired whether annual external window cleaning is included in the service charge, MS to look into 
 
4.    Leaks
-    Leaseholder contacted Axis and was told unable to log communal repair. Nicholas Kyprianou, Head of Repairs, to follow up and speak to leaseholder direct

5.    Service Charge 
-    Residents requested a breakdown of service charges and sinking fund balance, MS to source and provide 

6.    Building Safety Engagement Strategy
-    Is online and customers can request a hard copy or further explanation 
Building Safety Resident Engagement Strategy - Vickers House | Estuary

7.    EWS1 Update
-    Form to be sent to all relevant customers by MS via email

8.    Parking
-    2 contractor bays installed. No parking signs have been removed from railings, new ones ordered to be installed onto wall.
-    Registration numbers of those parking irresponsibly to go to PCM by residents. 

9.    ASB 
-    Discussion of non residents misusing bin sheds and car park. 
-    Bin shed doors also not always shut- Repairs to look at locks before potential replacement 
-    Residents are encouraged to report safety or ASB concerns: 
Email: info@estuary.co.uk 
Phone: 0300 304 5000 
Use the ReportIt app 

AOB
-    Repairs have been taking too long and wrong contractors or departments being instructed. Focus going forward is on joint working, quarterly meetings and walkabouts to ensure all issues resolved. 

-    Customers would like an update of outstanding actions from March Building Safety Walkabout 

-    Individual customers to be contacted regarding leaks or ongoing complaints. 

Next Steps 

A Building Safety Walkabout will be scheduled for September 2025, followed by the next quarterly meeting 

Key Points From Building Safety Quarterly Meeting 5th March

Key Points from Building Safety Quarterly Meeting November 7

1. Introduction and Meeting Purpose

• Michael Burch (Building Safety Manager) introduced himself and emphasised:
• Resident engagement in building safety.
• Accountability of Ian Martin (Chief Executive) as the Principal Accountable Person (PAP).
• Initiation of Quarterly Building Safety Meetings.
• Block QR codes to enhance resident communication.

2. Fire Safety Protocols

• Residents reminded to stay put during a fire unless instructed otherwise.
• Fire doors to remain closed; annual checks conducted; report issues with doors.
• Communal areas must remain clear for emergency access (no bikes/scooters).
• Fire safety training will be offered to residents, including fire door checks.

3. Personal Evacuation Plans & 'Everyone Matters' Project

• Government's 'Everyone Matters' project addresses safety needs of vulnerable residents.
• Customer Ambassadors will contact residents for Personal Evacuation Plans.

4. Building Safety Measures

• Cladding replaced with A1-grade material; residents with related repair concerns should contact Michael Burch.
• Fire brigade to receive detailed building plans with evacuation routes and lift statuses.

5. Resident Concerns

• Delays in Repairs: Acknowledged incident caused by delays; prioritization promised.
• Accountability: Root cause analysis to be conducted.
• Maintenance Issues: Broken windows, damaged balcony floorboards, and lift problems noted; surveys and follow-ups planned.
• Parking Issues: Unauthorized parking blocking fire access addressed; ongoing collaboration with PCM, local authorities, and Fire Service.
• Lift Issues: Frequent breakdowns reported; strategic review of assets planned, with potential government funding assistance.

6. Ongoing Collaboration

• Residents encouraged to report safety or ASB concerns:
• Email: info@estuary.co.uk
• Phone: 0300 304 5000
• Use the ReportIt app (details forthcoming).
• Police granted fob access to Vickers House for safety measures.

7. Next Steps

• A safety walkabout will be scheduled before the next Quarterly Meeting in February (details to follow).