Neutron Tower fire - advice and support for residents impacted

We are deeply saddened by the incident at Neutron Tower on Saturday 12 September. Our thoughts are with the family of the man who lost his life in the fire, and all of the residents who are displaced from their homes.

See information, advice and support that is available to all residents who have been impacted.

 

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Landlord responsibilities

Our responsibilities as a landlord

We provide and manage over 21,600 homes for 11,600 tenants and around 10,000 leaseholders.

As your landlord, we are responsible for providing safe, good-quality homes and reliable housing services.

This includes:

  • keeping your home and communal areas safe and well maintained
  • carrying out repairs that are our responsibility
  • carrying out required health and safety checks
  • responding to hazards, including damp and mould
  • managing tenancies fairly and consistently
  • listening to residents and providing accessible services
  • dealing with complaints and learning from residents' feedback
  • being open about our performance and giving residents opportunities to influence our services.

Your tenancy agreement or lease sets out your specific rights and responsibilities.

The Regulator of Social Housing

The Regulator of Social Housing (RSH) regulates social housing landlords in England. It sets standards that landlords must meet to ensure residents have safe, good-quality homes and services.

The RSH's consumer standards cover five areas:

  • Safety and quality: We must provide safe, good-quality homes and services, maintain our homes properly and manage health and safety risks
  • Transparency, influence and accountability: We must treat residents fairly and with respect, provide accessible services, listen to residents, and give you opportunities to influence decisions and hold us to account
  • Neighbourhood and community: We must help ensure that residents can live in safe, well-maintained neighbourhoods and feel safe in their homes
  • Tenancy: We must let homes and manage tenancies fairly and in accordance with the law and our policies
  • Competence and conduct: We must ensure secure that our staff and service providers have the necessary skills, knowledge and experience, and exhibit the behaviours needed, to deliver good quality services for our residents

The rent standard is separate from the five consumer standards and sets requirements for social housing rents.

Find out more about what the Regulator of Social Housing does.

Who is responsible for compliance?

We have named people responsible for key aspects of our regulatory duties.

The responsible person for consumer standards is David Joyce, Corporate Director of Housing and Regeneration. This person is responsible for overseeing our compliance with the RSH Consumer Standards.

The principle accountable person is Stephen Platt, Director of Housing Property and Assets. This person is responsible for ensuring the safety of higher-risk residential buildings in the council’s Housing Revenue Account (HRA) stock. This includes identifying and managing fire and structural safety risks and demonstrating compliance with the Building Safety Act.

What you can expect from us

You can expect us to:

  • provide a safe and well-maintained home
  • respond to repairs and safety concerns
  • communicate clearly with you
  • treat you fairly and respectfully
  • provide ways for you to have your say
  • investigate complaints and put things right where we have not met our responsibilities.