Information for residents of Amber Court

Timeframe and locations

Why are we moving? / Why are we only moving now, if you have known about this for a while?

Our engineers have discovered cracking in some of the support columns in the buildings that make up the Stratford Halo development, including Amber Court. We worked with them to put together a full plan to manage risks, as well as regular checks and visual inspections.

However, due to the length of time that has passed without repair work being completed, they can no longer determine the buildings remain safe to occupy. As such, we have made the difficult decision to temporarily relocate everyone living in all the buildings.

Where will I be moving to? / Can I choose my temporary accommodation? / Will I stay in Newham? / I am anxious, how far will I move?

You should have been contacted with details of where you are moving to, as we’ve been working with our colleagues, housing association partners, Newham Council and others to source suitable accommodation for everyone.

Because this move is due to safety reasons, and due to the limited availability of homes suitable for people with high support needs, we are unable to offer a choice of temporary housing. All the accommodation we have identified has been assessed in conjunction with your care provider, in advance, to make sure it is suitable for each of your needs.

If you have the option to make a temporary move somewhere specific, e.g. with a family member, please discuss this with the Amber Court team. But please be aware that you will need to keep your tenancy in Amber Court, and you will be expected to return unless you go through the process of surrendering your tenancy. If you did this, we would be unable to make sure you get rehoused somewhere else.

Some of you may be moving out of the local neighbourhood, or out of Newham, but we have tried to limit the move to nearby east London boroughs.

Can I view my temporary home before I move? 

In most cases, because moves are happening quickly, there is no safe or practical opportunity to arrange viewings before your move. For some properties, we have photos and videos we can show you, and we will provide you with information about the property and local area before you move. Staff will support you to settle in once you arrive.

Will we be staying where we have been moved to until we return to Amber Court?

Yes, once we have found somewhere for you to move to temporarily, this is where you will live until work at Amber Court is completed and you can safely return. We hope you can understand that sourcing so many places to live for so many people at such short notice means we (and you) have not had the choice we may ordinarily wish for.

We will keep you informed of progress and expected timelines for you to move back to your home in Amber Court.

A few of you have moved to temporary accommodation (care homes) while we source somewhere more appropriate for you to stay in the longer term. We have already spoken with those of you this affects. If we haven’t talked to you about this, where you have been relocated will be where you stay until you return to Amber Court. If you are not sure whether this applies to you, please speak to a member of staff for confirmation.

We recognise that sometimes people’s needs may change over time, maybe needing greater help and support to live in their homes. If this happens to you in your temporary home, we will discuss this with you and any other professionals involved in your care.

Is the move temporary? / How long will it take me to come back? / What is the timeframe?

This is a temporary solution while we make sure the building is safe and stays that way. We don’t yet know how long it will take to fix the problems with the building before it is safe to come back, but we want to be clear with residents of all blocks that we expect this to be a period of months, not weeks.

We wrote to everyone in January with an update on new developments at Sapphire Court ONLY and are aware Sapphire Court residents have been told that they are unable to return to the building until 2027. At present, this does not apply to those of you moving out of Amber Court and we are anticipating return within a period of months. We will keep all residents informed of the progress of any works and any expected timeframes.

When are we going to move? / Why am I not moving with other residents? / How much notice will I get?

Our focus has been, where possible, moving as many of Amber Court residents to one location so they can continue to live as a community and continue to receive care from the same provider. We have located a building called Oxlow Lane for most of you and are working with Newham Council to ensure it is ready and safe to move into. However, it is not a specialist extra care scheme and therefore for some people, this will not be a suitable home to meet mobility or health needs.

Where needs are identified as too high for this building, most residents will be going to various other extra care schemes in Newham (or neighbouring boroughs) or supported living-type placements.

For the few who are a little more independent, you may be moving to sheltered housing or similar.

Moving everyone from Amber Court is a huge task and we need to do this in stages to make sure we keep everyone safe, informed and reassured that their needs will be met at their temporary home. We will try to give you as much notice as possible, but due to the situation at Amber Court, we do have to move people out as quickly as possible. As soon as we’re able to confirm your exact moving dates, we will let you know straight away and work with you to plan your move.

For those of you moving to Oxlow Lane, we are moving you out in phases. You should have been told what phase you are in. For those of you in phase one, your moves may be short notice.

As you will know, some of your fellow residents have already moved from Amber Court.

Why has my temporary placement fallen through or been delayed?

It is a challenging process to move so many people with high needs out of Amber Court in a tight timeframe. Newham social services and occupational therapists have been undertaking assessments on all residents and have helped identify suitable placements.

While we have identified places for some of you to move to, when we undertook more detailed inspections at some of the properties, we discovered there were some problems (for example the boiler or lift was broken) and are working as quickly as possible to ensure properties meet standards needed to move you to. Some moves have fallen through in the past because the property was originally identified as suitable but then has been too small for some of the equipment needed. 
We have fully assessed all the buildings that are now being prepared for moves and aren’t anticipating any more moves falling through. 

I am worried about myself/my loved one because I know a move will be difficult for them. What support will you offer?

We understand moving can be stressful, but we will be working with you and those who support you to do everything we can to support you during this time. We have additional staff onsite at Amber Court throughout the day, every day, if you would like to ask any questions or need any assistance. Your social work team will also be having discussions with you in the event you may need more care hours because you will not be living at Amber Court.

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Logistics and items to be taken

Can I take my small kitchen appliances with me? / What can I take with me?

Yes, you can take small household items with you that will make your temporary stay more comfortable. We are providing a kettle, toaster and microwave so you do not need to bring these.

If you are concerned about something being too big but it is particularly important you take it with you, please discuss this with staff on site.

We will work with you individually to help you decide and agree what you may want to take with you of your personal possessions, small mementoes and especially any houseplants you have.

Will I need to move everything? / Can I take everything with me?/Can I take my clothes with me?

We don’t advise moving everything during your relocation as this isn’t a permanent move. We will provide furniture (e.g. sofa, dining table and chairs), kitchen items (a toaster, a kettle and a microwave), bedding and a TV to set you up in your temporary home. This means you should only need to take personal items, such as clothing, toiletries, jewellery, etc. As spring weather can be unpredictable, we’d advise you to take a selection of clothes for all weathers.

How many things can I take with me?

There isn’t a maximum number of things you can take with you, but we advise you to take only what you will need to be comfortable for the next few months. Remember, you will need to bring everything back again once the repairs have been completed.

We also don’t advise taking large items with you, to avoid moving too many bulky or heavy items around the building. For this reason, we are fitting out your temporary home with kitchen white goods, furniture and a TV.

Will I still receive a meals service?

For most people, we will be unable to continue to provide you with an onsite catered meal service because there is not a commercial kitchen or catering service onsite. For those living in buildings with no commercial kitchen or catering service, Oakhouse will provide a pre-prepared meal service. Menus will be as close as possible to Amber Court. If you do get allocated to a scheme where there is a meal service, you will be welcome to use it.

Will my medical equipment go with me, and how soon will it be transferred?

We will work with Newham Council and occupational therapy to make sure you have the same equipment in your temporary home as you do at Amber Court. Our preference is to source new equipment to install ready for your arrival, but if we need to bring equipment from your home at Amber Court, we will manage this on your behalf.  

Will I have a van provided?

Yes, we will arrange transport to move your belongings to your temporary home. You will need to use suitcases and boxes you already have to pack your belongings into. If this will be a problem, please speak to staff on duty.

Do I need a new TV licence?

You can transfer your TV licence to your temporary home up to three months before you relocate (so you can do this as soon as we know your new address). Staff can help you arrange this if you need.

Are we sharing a room with someone else?

No, we will be providing self-contained accommodation to all relocated residents.

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Care, health and medication

 Will we have the same carer and care provider?

We are doing our best to ensure everyone receives care from the existing care provider at Amber Court (or those who have independently sourced their own carers). For those of you moving to Oxlow Lane, you will continue to receive care from Care Support.

For a small number moving elsewhere, it may not be possible because of changes to location or type of scheme. If you are temporarily moving into another extra care service, it may make sense to receive care from the onsite provider based there.  Where it isn’t practical for Newham and Care Support to continue providing your care, they will work closely with you to ensure there is a handover with a new provider, and to ensure continuity of care is provided to you.

If you have arranged your own care provision, we are working with independent care providers to understand whether they can continue to provide your care, but this may not be possible depending on the location you are moving to and so you may need to receive care from someone else. Again, we will support these discussions in any way we can to make sure you receive continuity of care.

What will happen about GP, dentist and medication while we are away?

Newham Adult Social Care, care providers and other agencies involved in residents’ wellbeing will make sure you continue to have access to healthcare professionals and medication, and where it is possible you will be supported to stay with your existing practice. If you have regular appointments or treatments, transportation will be arranged so these continue uninterrupted.

This information is being collated in advance of your move, but if you have any concerns about your situation, please speak to your care provider or supported housing officer.

    I do not feel happy with the care package I am currently receiving at Amber Court. What can I do?

We are not the provider of regulated care at Amber Court. The main care provider at Amber Court is an organisation called Care Support, and some residents have their own care providers. If you are receiving support from Care Support, they have an office onsite – feel free to drop in and have a discussion with the registered manager (Sarah Taylor).

If you continue to feel dissatisfied or are unhappy with your independent care provider, you can speak to Newham Council adult social care, their commissioning team or the Care Quality Commission (CQC).

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Temporary accommodation

Are we allowed to come back if we need more stuff?

We don’t advise returning to Amber Court once you have relocated. The team will continue to provide you with housing support through regular contact, so if you need anything collecting from your flat, please coordinate this with them.

What facilities will the property and local area have?

Once we know where we are relocating you to, we will provide you with information on the property’s facilities and the local area, such as parking, shopping, bus services, cultural sites and places of worship, etc. to help you settle in.

Will we return to the same flat after the repairs?

Yes, your current flat is and will remain your home while you are temporarily away. You will keep your tenancy, and any possessions, furniture, etc. that do not move with you will remain in your flat waiting for your return.

What will happen with my mail / Do I need to change my address?

As you are moving for a period of months, we can help you to register a temporary change of address with the Post Office. We will cover the costs of any mail forwarding; you will need to provide us evidence that this has been set up, and we can refund you or issue payment to your MyAccount. Please speak with staff if you need support to set this up.

Will you arrange cleaning for when we return to Amber Court?

Yes, we will arrange cleaning of properties ahead of your return to ensure your homes are as you left them. 

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Expenses, bills and welfare benefits

What happens with my housing benefit claim?

Your address at Amber Court remains your permanent home. This is where your rent and service charges will continue to be charged to. If you receive benefit support to help you pay your rent and service charges, you must keep any claim open at Amber Court.

What about paying my rent and service charges?

You should continue to pay your rent and service charges at Amber Court. We are still in the process of organising how payments for your new temporary home will be arranged, however the principle we are working to is that, within reason, no resident will be worse off financially in terms of their housing costs.

What happens with my council tax?

Council tax acts differently to rent and service charges and you are responsible for making sure this gets paid at your temporary address. We have already discussed this situation with Newham to make them aware of the situation. We will help you to confirm with them the date of change (your move date) and any follow up.

If the council tax where you relocate to is more than the council tax you pay at Amber Court, we will reimburse you the difference. You will need to keep the bills sent to you as proof.

We will cover the council tax due on your home at Amber Court and can provide you with any supporting information you need regarding your move. 

Please speak to your staff on site if you would like advice on any other bills you have to pay, or if you would like to be referred to our welfare benefits team for more information or help.

When should I start packing?

Once we have identified a suitable place to relocate you to, we will let you know and if you wish, help you to work out what you should take with you. You are welcome to start packing whenever you like, but it may not be worth packing away things you use regularly just yet.

Please be aware that you may be given very short notice of your move date.

I am worried about benefits stopping/there being complications with finances due to the change of address. How can you help?

You or your family or friends who manage your financial affairs should notify the relevant authority that you have moved and that your move is temporary. If there are any issues, we can provide evidence to explain the circumstances of the move and provide any supporting documentation.   

What will happen with my home insurance while I am away from home?

We are aware residents have questions about insurance, which we are working through. There are additional complications with insuring empty properties and with insurance costs associated with the structural concerns at Amber Court which need further discussion, so unfortunately, we are unable to provide an answer just yet but will update you as soon as we can.  

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