Stratford Halo FAQs

On-site support for Stratford Halo 

A dedicated resident support hub is in place in the reception of Halo Tower. If you need to speak to a member of our team you can call us on 020 3815 0333 or email us. 

Which buildings at Stratford Halo are affected?

Sapphire Court, Ruby Court, Opal Court and Amber Court are the parts of the estate now affected. All residents at Sapphire Court have already been moved into temporary accommodation and we are supporting residents from Opal, Ruby and Amber Courts to be relocated.

An assessment has taken place regarding Halo Tower and no health and safety concerns have been identified. Assessments of Warton House have already been undertaken, and due to the differences in construction methods and design, have not identified any risks.  We do not currently anticipate that anyone living in either of these buildings will need to move to temporary accommodation.

How are you supporting residents who have already moved into temporary accommodation?

In addition to providing them with their alternative accommodation, we ensure that no-one is left out -of-pocket by having to move. This means that we will cover any additional travel costs people face, while we also reimbursed the cost of using local laundry facilities while they were without a washing machine, and any parking costs at hotels. Until households moved into their longer-term accommodation, we also provided them with either breakfast and dinner at their hotel, or £30 a day per person aged over 10, or £20 for under-10s.  

We are communicating frequently with residents, through telephone welfare checks, email updates three times a week and their dedicated resident liaison officers, and are also providing free, confidential access to counselling services for everyone in affected households.

How long do you expect residents to be in temporary accommodation before they can return? 

There will need to be further investigations of the building and then any resulting remediation work will need to take place. While we do not yet have a fixed timeline, we are working with the structural engineers and our third-party advisers to establish this as soon as possible and begin work. The reality is that we are looking at a period of several months. Residents’ stay in temporary alternative accommodation is being extended to January 2027, to provide residents with reassurance and stability.

Will costs for this work be passed on to residents?

No costs for remedial work will be passed on to residents. We are also funding the costs of all interim accommodation and any reasonable costs associated with having to move, including food costs for those who have spent time in hotels.

Will Notting Hill Genesis cover the structural repair costs?

At the moment our focus has been on ensuring resident safety and working as quickly as possible on the interim solutions to allow residents to move back home. In terms of longer-term solutions and the funds to pay for this, this is still to be agreed but no costs associated with these repairs will be passed to any leaseholders or tenants.   

Would any eventual assessment be done by a third party or Notting Hill Genesis?

We are working with Pell Frischmann, a third-party structural engineer, who are providing independent oversight for the remediation work. The building is a High-Risk Building as defined by the Building Safety Act, so any remediation proposals will also need to be submitted to the Building Safety Regulator who will provide building control oversight of the plans and the work, and their approval obtained once the works are completed.

Can we access the report that led to the decision to relocate residents?

While we have kept residents updated on the progress of investigations and, in the case of Opal and Ruby Court, proposed propping solutions for many months, as well as setting out the reasons why the temporary relocation is necessary, it is not possible for us to share the information provided to us by the structural engineers in full.

We will continue to share as much as we possibly can about the ongoing investigations and the timeframes for these, as we have done by recently sharing information provided to us by our third-party advisers about the reasons for their advice. We will also set out what this means for any future remediation work and the impact it would have on residents.

Who at Notting Hill Genesis was responsible for signing off on the relocation?

Our executive board signed off on each decision to move households temporarily.

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Sapphire Court

What exact defects were found in the affected part of the structure of Sapphire Court?  

When the initial investigation took place in August, the structural engineers identified potential concerns with the “transfer slab” in specific areas of Sapphire Court, due to unusual details in close proximity. These are very standard parts of a building structure, but in this case, there were concerns they are not performing as would be expected. There are signs of cracking on the slab edge at these locations, and while cracking in a concrete building is normal, the location and pattern around these specific transfer slabs and their design, mean further investigation and temporary measures are currently considered to be needed.  

There was an additional area of concern relating to "knock-out panels" close to the slab edge. Due to where these columns are located, a desktop assessment of their ‘utilisation’ levels was undertaken. The term ‘utilisation’ refers to how much of the building load a column is carrying e.g. from floors, the roof, people moving about the building, and other loads. This assessment showed that in some cases, the utilisation levels were higher than applicable building codes (in place both at the time of design and today) allow. As part of this review it has further been identified there is a lack of reinforcement within the concrete of Sapphire Court. 

On 23 January, following further investigations at Sapphire Court, the structural engineers responsible for the original design of the estate advised the building should not be occupied or entered by residents at present. Access to the building and car park has been halted, and the chaperone service for the building has been suspended. 

These findings relate specifically to Sapphire Court and Lapis Mews and there is no change to the advice for other buildings on the estate.

Where have the households from Sapphire Court been moved to?

Nearly all are now in longer-term serviced accommodation, while some have gone to empty rental properties within NHG’s wider estate and others are staying with family and friends.  We have found temporary accommodation accessible for school and work, while one or two have chosen to move further afield to be closer to family. We minimised the time anyone has had to spend in a hotel and worked hard to find a solution that works for everyone.

Will contractors be entering our homes and how will our goods be safeguarded if so?

Access to some homes may be required to continue the investigations and formulate a remediation plan, but contractors will not enter your home without your knowledge. If contractors need to enter your home, we will work with you to ensure the necessary measures are taken to safeguard your home and possessions.  

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Ruby, Amber and Opal Court

Why did you allow residents of Amber, Ruby and Opal to remain in their homes up until now?

There were strict safety and risk management procedures in place, including ongoing monitoring, within parts of Amber, Ruby and Opal Court, mainly within the basement area, and working on the advice of the structural engineers responsible for the original design of the estate, and our third-party advisers, this monitoring approach ensured the safety of residents in these buildings remaining in their homes while a temporary propping solution was implemented.  

However, in December our third-party advisers said that, while they had been satisfied with the ongoing monitoring and safety checks that have been in place since June, they did not receive sufficient technical information to continue to support the ongoing occupation of the buildings. Furthermore, as the propping solution has not been installed as set out in the original programme, they are unable to determine that Ruby, Opal and Amber Courts remain safe to occupy.

We therefore made the difficult decision to relocate the residents of these buildings to temporary accommodation while we work to install measures that will provide the safety assurance necessary for people to move home.

Will contractors be entering our homes and how will our goods be safeguarded if so?

At this time, none of the planned remediation work requires access to residents’ homes, but if that changes, we will keep any affected household fully informed. Contractors will not enter your home without your knowledge.

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Care provision at Amber Court

What will happen to support residents of Amber Court with their additional care needs?

We are working incredibly closely with Newham Council, who are responsible for providing residents’ care, and Care Support who they commission care services from, to ensure the needs of residents are met.

Individual care plans have been developed by the care providers for each resident and residents are being moved as soon as homes are identified that will meet their needs, with many already having been relocated.

Will you keep my emergency contacts informed?

All emergency contacts, whether that is a loved one, friend or advocate, are aware that residents of Amber Court are being relocated and we are keeping them informed at every stage. We also held a meet and greet session on Tuesday 20 January where residents and their next of kin got the chance to discuss and ask questions about how care needs are continuing to be met.

How can I contact NHG?

Our team can be reached 24 hours a day on 020 3815 0333, but it may require someone with full knowledge of your care to get back to you. We will make sure you are called back as soon as possible.

What should I take with me?

What you pack for the immediate term is probably similar to what you would pack for a short stay away from home and includes most essentials. For example, this could be:

Clothing

• Comfortable day clothes
• Nightwear
• Slippers / shoes
• Warm layers (e.g. jumpers, dressing gown)

Toiletries

• Toothbrush, toothpaste, soap, shampoo, deodorant, etc.
• Hairbrush / comb
• Shaving kit, if applicable
• Make-up, if applicable
• Any incontinence products

Medications

• All prescribed medications (at least three weeks’ supply)
• Dossett box / medication schedule
• Repeat prescription documentations

Mobility / support aids

• Walking frames, sticks, wheelchairs
• Hearing aids and spare batteries
• Glasses

Personal Items

• Mobile phone and charger
• Key documents (ID, care plans, emergency contacts)
• Comfort items (photos, books, knitting, etc.)
• Any cards, gifts or items that may be important to you for Christmas

Consider what you may appreciate having for any longer stays

• Additional clothes for different weather conditions / situations
• Hobby equipment (e.g. puzzles, crafts)
• Small TV, radio, personal devices
• Special bedding if used (e.g. pressure relief cushions)
• Additional comfort items from home
• More permanent mobility equipment if needed

How will my doctor/family or friends be able to visit?

Once an alternative home has been identified we inform everyone we have authority to contact. We know how important it is that you can have visitors so we will reimburse any extra travel expenses that may be incurred in reaching you, above what it would have cost to see you at Amber Court. If you would like to be moved to another area to be closer to friends or family, please speak to us and we will see whether that is possible.

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My relocation

What are my rights as a tenant while I am away from home?

Your rights and obligations continue as per your tenancy agreement throughout the time you are temporarily moved from your home, subject to the provisions within our Relocation (Decant) Policy.

Do I need to continue to pay my rent?

Your rent does need to be paid, as per your tenancy agreement, while you are temporarily relocated, but it is impacted by where you have moved.

• If you have moved to a Notting Hill Genesis property, a serviced apartment or private tenancy, the rent on this will set to zero as you are still paying rent on your home.
• If you are staying with friends or family, you need to pay the rent on your home but it will be refunded to you for the time we have instructed you to move out.

Am I entitled to a rent refund?

As above, you will receive a refund if you have chosen to stay with friends or family. If we have provided you with alternative accommodation, your rent will pay for that property.

If I source my own accommodation through a separate provider, will I be reimbursed my rent?

If we have entered into an agreement with you to pay rent or charges for accommodation you have sourced independently, then we will not also provide you with the rent allowance.  It’s important to discuss with us any accommodation you want to arrange/book yourself so we can agree any allowance/reimbursement before you move in.

What daily living allowance (food, travel, laundry, essentials) are displaced residents entitled to, and how should claims be submitted?

Where households were provided with hotel accommodation, we included breakfast and dinner as well as WiFi costs where possible.  If we were unable to secure you meals at the hotel itself, or you requested we don’t, then we will instead provided £20 a day per child under 10 and £30 a day per person over 10.

Once households moved from a hotel to a self-serviced apartment we stopped paying a daily food allowance as they could then prepare meals as if you were at home.  

If you incurred any additional expenses due to your placement in a hotel or serviced apartment, we will reimburse you for reasonable expenses.  This could include having to use local laundry facilities, increased travel costs, parking costs at the hotel or others.  Please discuss this with us in advance and send any receipts by email.  

When and how can residents access their homes to collect belongings?

We have put in place a chaperone service, which runs seven days a week from 10am. Residents have been regularly emailed information about their "zone" and a dedicated booking link. If you have any trouble booking you can all the hotline on 020 3815 0333 for support.

The chaperone service for Sapphire Court is currently suspended, after we were advised by the original structural engineers that no-one should enter the buildings while investigations continue. We aim to restore the chaperone service as soon as possible.

What arrangements are in place for collecting post and parcels during the relocation period?

Once you are in longer-term accommodation you should arrange with Royal Mail to redirect your post to that address. We will cover the cost of that service upon provision of confirmation. Until then, post and parcels will be with the concierge at Halo Tower and can be collected 24 hours a day..

Can concierge staff continue to notify residents of parcel arrivals by email, as before?

The concierge will still be able to inform you via email that a parcel has arrived, but for general mail you should set some time aside each week to visit the concierge and collect it, if you have not yet arranged to have your mail redirected.

Do I need to let my home contents insurer know I have been relocated?

Yes, you should contact your insurer to let them know. Every cover is different, so it is important you find out from them whether there are any specific requirements you need to follow to maintain your cover. They may also suggest empty home insurance.

Your need to relocate from your home may result in increased premiums, and if that is the case, we will reimburse the difference as part of our pledge not to leave residents out of pocket for reasonable expenses. You would just need to provide us with confirmation from your insurer of the increased premium. It may also be important to let your motor insurer know of any change of location.

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Leaseholders

How does this impact my lease?

There is no difference to your lease, we will just be temporarily providing you with alternative accommodation while further investigation and any required remediation work is carried out.

Do shared owners need to continue to pay rent?

Your rent does need to be paid, as per your lease agreement, while you are temporarily relocated, but it is impacted by where you have moved.

• If you have moved to another NHG property, a serviced apartment or private tenancy, the rent on this will set to zero as you are still paying rent on your home.
• If you are staying with friends or family, you need to pay the rent on your home but it will be refunded to you for the time we have instructed you to move out.

Will NHG buy my home from me?

While our intention remains for all households to return home, we know it is likely to be months before that is possible. As such, our executive board has agreed an enhanced buyback offer for leaseholders who would prefer to sell their homes back to us and move on.  

Further details are available on our Stratford Halo Buyback FAQs page.

Do I need to pay service charge for the period I am relocated?

The law gives us no choice but to continue to levy a service charge. However, we understand why residents might feel this is unfair, so are currently working hard to see if we can develop a solution that will not leave residents unfairly disadvantaged.

At the moment there are still residents living in Opal and Amber Courts so services are still being provided, but once those buildings are empty we will be able to start reducing the cost of services.

I am in the process of selling my home. What does this mean for me?

We know selling your home is a stressful period at the best of times and we will provide you as much support as we can, but until we know how lenders respond to this decision, we cannot provide certainty. However, like with previous building safety projects at Stratford Halo and elsewhere we can provide a letter to lenders confirming that any issues are being resolved and are being done so at no cost to leaseholders. We are also putting in place an enhanced buyback offer, as mentioned above, which would allow you to sell your home back to us at full value, plus an additional 10% (7.5% is you don't live there), paying any mortgage early redemption charge and stamp duty on your onward purchase (up to the amount that would be payable on the value of your sale).

I need to remortgage. Will this impact my ability to borrow?

Until such a time as someone seeks a mortgage renewal, we will not know how lenders will respond, but like with our previous building safety projects at Stratford Halo and elsewhere we can provide a letter confirming that any issues are being resolved and are being done so at no cost to leaseholders. You also have the option of taking up our enhanced buyback offer.

Will you refund my mortgage payments while I am unable to live at my home?

We will not be able to refund your mortgage payments while you are away from your home. Your payments to your lender will continue to contribute to the purchase of your home even if you are not living there. Should you wish to pause your mortgage payment during this time, that is a discussion to have with your lender directly.

Do I need to notify my contents insurance company and my mortgage provider?

It would be wise to keep both informed of what has happened and find out whether it has any impact on your premiums or mortgage. If your home insurance is up for renewal and your quote is considerably increased, we would advise you to speak to a mortgage broker who will be able to provide more tailored and financial advice. It may also be important to let your motor insurer know of any change of location.

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Folio London tenants

What are my options?

Our team will be assisting you to move into temporary alternative accommodation. In the immediate term you have the following options:

• Move in with friends or family immediately. No rent will be due on your Halo home and we will cover reasonable expenses (e.g. laundry, travel, parking). Please discuss these with us in advance and ensure you have a receipt.  
• Move to temporary accommodation arranged by us. You will continue to pay rent however we will reimburse reasonable expenses as above.

We have also agreed a mutual ending of tenancy with many Folio tenants, along with suitable levels of compensation.

What happens if we are relocated for longer than my remaining tenancy? Can I get back in to collect my stuff?

We have put in place a chaperone service for all affected buildings, which runs seven days a week from 10am. Residents have been regularly emailed information about their "zone" and a dedicated booking link. If you have any trouble booking you can all the hotline on 020 3815 0333 for support.

Have Folio London got anywhere else I could move into for the remainder of my tenancy?

We have Folio London homes across the capital, which you can find at https://foliolondon.co.uk/plots. If you would be interested in taking up a tenancy elsewhere, we are happy to support you in that, but we have a range of options, so make sure you speak to us so we can find the best one for you.

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What support is available to me

How will I be kept informed about my home after I have been relocated?

You have a resident liaison officer or local officer, who is your first port of call for any questions or concerns, while you will also receive regular updates via email. We have an on-site team at Stratford Halo and a 24-hour hotline you can reach on 020 3815 0333. For non-urgent enquiries you can send an email to one of the addresses below. We would also recommend returning to this page regularly as we will keep it updated with common questions put forward by residents.

Sapphire Court and Lapis Mews: hotline@nhg.org.uk 
Opal and Ruby Court tenants and leaseholders: operationshotline@nhg.org.uk 
Opal Court Folio renters: foliohotline@nhg.org.uk 

Amber Court tenants should speak to staff on-site.

Can you provide any counselling support?

We are providing access to video call sessions with a qualified independent counsellor, giving you the opportunity to discuss the impact the last few weeks has had on you and your household.

These sessions are entirely free of charge and we do not receive any details of who accesses any sessions. In order to arrange an appointment, you will need to contact Help@Hand, a health and wellbeing provider that works independently of Notting Hill Genesis.

You will be able to arrange your appointment through the Help@Hand app, but first we need to register you with the provider. If you would like us to register you, which you can do whether you eventually decide to make use of the service or not, please send your name and email address to hotline@nhg.org.uk. We can then register you and give you details of how to access their confidential counselling service.

Will residents be compensated when everything is resolved?

We know how difficult the last few months have been for you and we have pledged to look into the issue of compensation, but our priority at this time has to be getting everyone remaining inside the affected buildings into alternative temporary accommodation and ensuring that no-one is left out of pocket for reasonable expenses incurred as a result of their relocation.

Last updated: Sunday 25 January 2026 - to provide an update on Sapphire Court and Lapis Mews

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