Building safety - Customer engagement

On this page

- Our approach
- Staying informed
- Benefits for you
- Working together on safety
- Everyday safety at home
- What to do if there’s a fire
- Further information

Your safety and peace of mind are at the heart of what we do.

This page explains how we work with you to make sure our high-rise buildings stay safe. It shows how you can stay involved, informed, and confident in the safety of your home.

We review our approach regularly as safety laws and regulations change, so that you can always rely on up-to-date information and standards.

Our approach

We believe in openness, partnership, and shared responsibility.

Our Building Safety Engagement Plan supports all customers living in flats and apartments, including supported and specialist housing.

Together, we focus on three key areas:

1. Information and understanding – making sure you have the facts you need.

2. Shared responsibilities – clarifying what we do and what you can do to help.

3. Action in an emergency – knowing what to do if there’s a fire or incident.

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Staying informed

How we communicate

We use a range of ways to share safety updates and hear your feedback, so you can choose what works best for you.

You might hear from us:

• when you move in

• through our website and customer portal

• by email, text, or letter

• on notice boards in your building

• at local community safety surgeries or meetings

• through your neighbourhood coach or customer representative

If you prefer to talk in person, we’ll happily arrange a face-to-face meeting about your building’s safety plan.

Whenever there are important updates, we’ll let you know as soon as possible. We’ll also share summaries of building safety meetings with everyone in your block.

We regularly check how well this approach is working by listening to your feedback through surveys, block inspections, and ongoing conversations.

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Accessing information

You have a right to understand how your building is kept safe.

We provide:

• advice on reducing fire risks at home.

• clear steps for reporting safety concerns.

• guidance on what to do in an emergency.

• details of who’s responsible for safety in your building.

• key contact information for our teams.

• extra information about high-rise safety if your home is in a taller building.

If you ever want to see more detailed information, such as fire risk assessments, maintenance schedules, or inspection outcomes, just email fire.risk@bromford.co.uk and we’ll send you what you need.

If you live in a high-rise building and want to raise a safety concern, you can email buildingsafety@bromford.co.uk.

If you’re not happy with how an issue is handled, you can share feedback or make a complaint through our Complaints process, or contact the Building Safety Regulator directly at https://www.contact-building-safety-regulator.service.gov.uk/.

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The benefits for you

When you’re informed and involved, you have more confidence in your building and your home.
You’ll know who to contact, what to expect, and how safety is being managed where you live.

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What to expect when moving in

When you move into your home, your Neighbourhood Coach will give you:

• a fire action notice

• information about your front door and its safety role

• details of your building’s evacuation plan

Within six weeks, your coach will check in to talk through safety in your building and answer any questions.

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Working together on safety

Your responsibilities

We all have a part to play in keeping your building safe.

We ask you to:

• give us access when we need to carry out essential checks or repairs.

• not remove or damage any safety equipment such as alarms or fire doors.

• report anything you’re worried about, even small things, through the Customer Portal, by calling us, or by emailing buildingsafety@bromford.co.uk.

Avoid doing anything that could cause a fire or structural issue, and help us keep communal areas clear so everyone can exit safely in an emergency.

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Our responsibilities

We carry out regular checks and maintenance to keep your building safe. These checks include include:

• checking fire doors in communal areas every three months.

• checking flat entrance doors every year.

• testing lifts, alarms, and fire equipment every month.

• keeping fire safety notices and instructions clearly displayed.

We also work closely with local fire services and safety professionals to review and improve how we manage building safety.

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Everyday safety at home

Your home is designed to contain fire and prevent it from spreading.
Here’s how you can help keep everyone safe:

• Keep escape routes and communal areas free of clutter.

• Never prop open or tamper with fire doors.

• Make sure you and your family know your building’s fire plan.

• Dispose of cigarettes properly — never throw them from balconies.

• Don’t use barbecues or heaters indoors or on balconies.

• If you see something unsafe, please tell us at buildingsafety@bromford.co.uk.

We’re here to help and to listen — your actions and feedback make a real difference.

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If there’s a fire

• Follow your building’s Fire Action Notice, it’s displayed near exits and shared when you move in.

• Most of our buildings use a Stay Put policy: stay in your home unless there’s smoke, heat, or fire inside it.

• Some buildings have a Simultaneous Evacuation policy, where everyone leaves immediately when the alarm sounds.

If you’re told to evacuate:

1. Walk calmly to the nearest safe exit or staircase.

2. Don’t use the lift.

3. Go to the assembly point away from the building.

4. Stay clear of fire engines and crews.

5. Don’t go back inside until the Fire Service says it’s safe.

If an alarm sounds in your home, call 999, ask for the Fire Service, and follow their instructions.

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Need help or want to talk about safety?

• Report a concern: buildingsafety@bromford.co.uk

• Request building safety information: fire.risk@bromford.co.uk

• Emergency: Always call 999