We are working closely with the relevant authorities to enable residents to return as soon as it is safe to do so. We will provide further updates as soon as timings become clearer.
We recognise that experiencing a fire, having to leave your home unexpectedly and not knowing when you can return can be extremely distressing. Please do not feel that you have to manage the emotional impact of the incident alone. If you or anyone in your household would benefit from additional support, the following services are available:
- NHS 111, for urgent health advice and support
- Samaritans, available 24 hours a day on 116 123
- Shout, a free confidential text support service. Text SHOUT to 85258
- Tower Hamlets Crisis Support, for local mental health crisis support
- If you are in immediate danger or require urgent medical assistance, please call 999.
If you are particularly struggling following the incident, please also let your NHG officer know. We can discuss your circumstances with you and help identify any additional support or referrals that may be appropriate.
Residents living on floors 17 and above are currently unable to access their homes due to restrictions associated with the ongoing investigation. Properties on floors 16 and below can currently be accessed by prior arrangement and under supervision between 9am and 6pm. If you need access to your home to collect medication, clothing or other essential belongings, please contact your local officer or the on-site team who will be able to assist with escorting you to and from your home. Please do not attempt to access the building outside of the agreed arrangements.
If you anticipate needing access to your apartment in the coming days, please contact Debbie or Anna as soon as possible so that arrangements can be made.
- Debbie McLaughlin: debbie.mclaughlin@firstport.co.uk
- Anna Grigorian: anna.grigorian@firstport.co.uk
Please speak to your local officer, a member of the on-site team, or contact our customer service centre on 0203 815 0000. We are working directly with service providers ICAB and The Square to arrange accommodation for residents who require support.
Breakfast and dinner have been pre-paid and are included within your accommodation booking. If you incur additional reasonable expenses as a result of the evacuation, such as travel costs, food expenses, or laundry costs please keep any receipts. These can be submitted to the insurer for consideration as part of the claims process.
Breakfast and dinner are included within the emergency accommodation arrangements currently being provided. If you incur additional reasonable costs directly as a result of being unable to return home, such as essential travel or food costs, please keep all receipts and records of expenditure.
Please contact the NHG team before committing to any significant additional expenditure so that we can advise you about what support may be available and the appropriate process for reimbursement.
We recognise that where electricity has been disconnected for a prolonged period, food stored in residents’ fridges and freezers may no longer be safe to eat.
Where this has happened, NHG will provide affected households with a one off food replacement payment when they return home. This is intended to help replace perishable food that has had to be disposed of because of the loss of electricity.
- The standard payments will be
- One person household £75
- Two person household £100
- Three person household £150
- Four person household £200
- Five or more person household £225
You will not need to provide receipts for the standard payment. This payment is specifically intended to contribute towards replacing refrigerated and frozen food. Food normally stored in kitchen cupboards is not included as this should not generally have been affected by the loss of electricity.
Specialist contractors are currently assessing the extent of damage and identifying the work required. We appreciate that you will have questions regarding repairs and next steps. Further guidance and information will be provided as soon as we are able to do so.
The building's insurers have been notified and are actively involved. We are working closely with them and will provide you with further information as the claims process progresses.
Additional security personnel are on site 24 hours a day to help keep the building secure and support the controlled access arrangements currently in place.
NHG residents should contact their local officer or our customer service centre. Our teams remain available to support residents and answer any questions throughout this incident.
We recognise that incidents of this nature are distressing. Should you require any medical assistance or support, in line with NHS guidelines residents should:
- Call 999 for urgent medical or safety concerns
- Call 111 for health support, including access to the Tower Hamlets Crisis Support Line
- Contact the Samaritans at any time on 116 123
Tower Hamlets Council has established a dedicated webpage for residents affected by the Neutron Tower fire. The page includes information about available support and useful guidance. You can access the webpage here or via the QR code below:
Contact us
- Phone us at any time on: 020 3815 0000
- Email our dedicated email address: NeutronTowerResponse@nhg.org.uk