General FAQs
We have and will continue to use a combination of virtual and in person resident meetings and written updates. All presentations and written updates will be made available for download on the dedicated St Pancras Way project microsite
Most notifications and communication will be via email (usually from residentcommunications@nhg.org.uk), however physical documents will also be provided for important events.
NHG holds contact information for residents and leaseholders only, as we have a legal relationship with them. It is the responsibility of landlords to pass on updates to their tenants; however, the microsite was created to help mitigate gaps in communication as everyone can access it. We also urge tenants and agents of sublet flats to reach out to their landlords to provide us with their details.
Residents can contact NHG via the resident communications email or their property manager.
NHG is committed to supporting residents whose health conditions, protected characteristics and personal circumstances may be impacted by a housing issue or works, and may also affect your ability to leave your flat safely in the event of a fire emergency. We require that residents disclose these issues so that any necessary adjustments can be made. We have recently introduced a new feature on MyAccount called ‘Service Adjustments’ to capture this.
The need for adjustments may be caused by a temporary situation, such as pregnancy or a broken leg, or may be a long-standing circumstance or condition. Specifically for the project, this knowledge enables us to adjust our communication, how works are performed and ensuring that a PEEP (personal emergency evacuation plan) is put into place for you. We keep all personal data in line with GDPR guidelines and will not share with any third party without consent. If you want further information, please contact your property manager or housing officer.
The current evacuation strategy for blocks 22 and 24 is a *** policy. This means that residents in other parts of the building can remain within their flat if they feel safe to do so. The emergency crews will reinforce or change this advice when they arrive.
In the event of a fire within a flat, the occupants of that flat should alert everyone within that flat, leave the property via their main entrance door and close the doors and alert 999 as soon as possible.
Only works to Block 24 are subject to BSR Gateway 2 approval process. Consultants have been appointed to oversee the application process and ensure that all relevant information is provided in line with BSR expectations to maximise the likelihood of approval.
The Fire Risk Assessment of the External Wall (FRAEW) indicates works are required. Although the purpose of this assessment is different to the EWS1, it has identified the requirement for remedial works before the fire engineer can provide an EWS1 form that will meet the requirement of lenders.
To support you with any transactions, we can provide you with a letter of comfort that confirms we have identified the requirement for work to your building, that we will complete this work and that the cost will not be passed on to leaseholders or residents. If you require a letter of comfort, please contact your local officer.
Notting Hill Genesis will not be recharging you for the costs of building safety works related to the external walls in your building, or for works to balconies, where the balcony has been deemed to pose a risk of spreading a fire. This also includes the implementation of interim measures such as waking watch, temporary alarms, investigations and reactive works relating to alarms and door upgrades.
