Farnol House: Customer FAQs

Repair work to the second floor will start from next week, and given that the damage here is greater than the rest of the building, these works are likely to take longer. If your home is on the second floor, and you would like any belongings, please speak to your dedicated support colleague who will arrange to retrieve them for you. For your safety, please don’t attempt to access the second floor.

If you have any questions about the works going on at Farnol House, please speak to your support colleague.

In the meantime, remember that support is available, and will continue to be available until all customers are moved back in:

• Your assigned support colleague should be your first point of contact for any issues or questions. This includes Disturbance payments, escorted visits home and help liaise with the DWP if needed.
• If you have any qualifying expense receipts from before disturbance payments started (dated before 1 May 2025), please send them to your assigned support colleague as soon as possible, who will process them for payment.
• We’ve partnered with Kaleidoscope Plus Group to provide mental health, wellbeing and emotional support, recognising the experience you’ve been through. If you’ve not managed to get along to one of the in-person workshops being held locally, you can reach out directly on 0121 565 5605 or email: counselling@kaleidoscopeplus.org.uk 

Website: www.kaleidoscopeplus.org.uk

• Financial support of up to £500 (on a needs basis) is still available from Stonewater’s independent charity arm, the Longleigh Foundation. Please talk with your support colleague if you’d like to find out more.

We hope you find this information helpful and we promise to keep you regularly updated. From this week, we’ll share updates on a fortnightly basis. If you have any questions or concerns in the meantime, please make sure your first port of call is your assigned support colleague, or alternatively, contact our Customer Service Centre on 01202 319119 or via email at customers@stonewater.org

We can only support you with issues if we know about them and this is the quickest way to ensure you get any help you might need.

Repairs on the remaining homes at Farnol House are progressing well, and on the second, most damaged, floor we’ve spent time this week with our contractors to plan the works to repair the homes there. These works are likely to take longer than the rest of the building, given the extent of the damage. We’ll have a better idea of how long these are likely to take over the next couple of weeks.

If you have any questions about the works going on at Farnol House, please speak to your support colleague.

Fencing around the scheme is due to be removed today (6 June), which will mean that the front entrance and the full car park to the rear of Farnol House are accessible.

If your home is on the second floor, and you would like any belongings, please speak to your dedicated support colleague who will arrange to retrieve them for you. For your safety, please don’t attempt to access the second floor.

In the meantime, remember that support is available, and will continue to be available until all customers are moved back in:

• Your assigned support colleague should be your first point of contact for any issues or questions. This includes Disturbance payments, escorted visits home and help liaise with the DWP if needed.
• If you have any qualifying expense receipts, send them to your assigned support colleague, who will process them for payment.
• We’ve partnered with Kaleidoscope Plus Group to provide mental health, wellbeing and emotional support, recognising the experience you’ve been through. If you’ve not managed to get along to one of the in-person workshops being held locally, you can reach out directly on 0121 565 5605 or email: counselling@kaleidoscopeplus.org.uk  Website: www.kaleidoscopeplus.org.uk
• Financial support of up to £500 (on a needs basis) is still available from Stonewater’s independent charity arm, the Longleigh Foundation. Please talk with your support colleague if you’d like to find out more.

We hope you find this information helpful and we promise to keep you regularly updated.

We’re pleased to have welcomed the majority of customers living on the ground floor and floors 1, 3 & 5 of Farnol House back into their homes this week. There are a few minor repairs still to make and it’s likely that there’ll continue to be some noise and disruption during working hours while our contractors make repairs to the second floor.

The scaffolding around the building will be removed over the course of the next week, as the external clean of the building has now been completed.

If you have any questions about the works going on at Farnol House, David Ware from Ian Williams (our contractor working on the building) is on site.

Our focus now will be on repair work to the second floor, and we’ll continue to provide regular updates as this progresses.

As the damage to the second floor was much more extensive, these repairs are likely to take longer. Over the coming weeks, we’ll have a better idea of how long they may take and will let you know what to expect.

If your home is on the second floor, and you would like any belongings, please speak to your dedicated support colleague who will arrange to retrieve them for you. For your safety, please don’t attempt to access the second floor unescorted, as it’s still a busy working site.

In the meantime, remember that support is available, and will continue to be available until all customers are moved back in:

• Your assigned support colleague should be your first point of contact for any issues or questions. This includes Disturbance payments, escorted visits home and help liaise with the DWP if needed. You can also reach Linda Rayfield, our Retirement Living Regional Manager on 07741 311457.
• If you have any qualifying expense receipts, send them to your assigned support colleague, who will process them for payment.
• We’ve partnered with Kaleidoscope Plus Group to provide mental health, wellbeing and emotional support, recognising the experience you’ve been through. If you’ve not managed to get along to one of the in-person workshops being held locally, you can reach out directly on 0121 565 5605 or email: counselling@kaleidoscopeplus.org.uk 

Website: www.kaleidoscopeplus.org.uk

• Financial support of up to £500 (on a needs basis) is still available from Stonewater’s independent charity arm, the Longleigh Foundation. Please talk with your support colleague if you’d like to find out more.

We hope you find this information helpful and we promise to keep you regularly updated.

Repair work at Farnol House has continued to progress well, with final preparations being made for most customers living on the ground and floors 1 & 3-5 to return to their homes from next week (26 May). Each floor will be getting a final clean, and work will be continuing on the ground, first and second floors. This means there’s likely to be some level of disruption during working hours, but does mean you’ll be able to return home as soon as possible.

Windows at the end of each floor’s communal corridor have been fixed open, ahead of the automatic vents being reinstalled. Leaving the vents open means the building is safe for you to move back into, and the windows will be closed once the motors are fitted, which we anticipate happening shortly. Please do not attempt to close these windows.

Your dedicated support colleague will be in touch with you to confirm which day you’ll be able to move back in, and you can continue to make escorted visits if you need to retrieve any items in the meantime.

Our plan is for customers able to return to the ground and floors 1 & 3-5 to be moved back in by the end of 30 May. We’ll provide more accurate dates as soon as we’re able to, as well as more information on what to expect.

From next week, we also will begin to offer customers from the second floor escorted visits to collect belongings from their homes. Please speak to your dedicated support colleague if you would like to do this. For your safety, please don’t attempt to access the second floor unescorted, as it’s still a busy working site.

In the meantime, remember that support is available, and will continue to be available until all customers are moved back in:

• Your assigned support colleague should be your first point of contact for any issues or questions. This includes Disturbance payments, escorted visits home and help liaise with the DWP if needed. You can also reach Linda Rayfield, our Retirement Living Regional Manager on 07741 311457.
• If you have any qualifying expense receipts, send them to your assigned support colleague, who will process them for payment.
• We’ve partnered with Kaleidoscope Plus Group to provide mental health, wellbeing and emotional support, recognising the experience you’ve been through. If you’ve not managed to get along to one of the in-person workshops being held locally, you can reach out directly on 0121 565 5605 or email: counselling@kaleidoscopeplus.org.uk 

Website: www.kaleidoscopeplus.org.uk

• Financial support of up to £500 (on a needs basis) is still available from Stonewater’s independent charity arm, the Longleigh Foundation. Please talk with your support colleague if you’d like to find out more.

Finally, we hope this update provides assurance that we’re making good progress and we very much appreciate your continued patience while we work to get everyone home.

Farnol House has been a hive of activity over the past week, with dozens of contractors on site progressing the repairs. The priority is to complete everything that needs done to allow customers to return ASAP, after which further work will continue with residents in situ.

Twenty-eight windows have been measured, made and fitted. Five electricians are checking and testing the electrics throughout the building and specialist teams are working on reinstating the fire alarms, door entry and warden pull chord systems. At the same time, new fire detection equipment is being installed and fire doors replaced.

We’re pleased to have been able to start escorted visits with customers wishing to retrieve items from home. If you’d like to make a visit back to your flat, you must let your assigned support colleague know and they’ll get things arranged. Please don’t attempt to return to Farnol House unescorted – this is for your own safety as it’s a busy, working site.

We’re continuing to support customers in temporary accommodation and 18 households were transferred to the Alexandra Hotel last week where they received a warm welcome. Other bookings are being extended as we work out the schedule for moving people back home. We still expect to do this in phases, starting the week beginning 26 May, all going well – the critical factor being building and fire safety compliance sign offs, which are subject to specialist inspection. Your assigned support colleague will be in touch with you over the next week to update you on what this means for you.

As we said previously, we plan to start with customers living on floors 3 - 5, which have suffered the least amount of damage, closely followed by those from the first floor. We promise to give you more accurate dates as soon as we can. We’ll also talk further with you about what to expect. There will still be lots of work going on around the building and it’s likely that only one lift will be in service. Although this will inevitably mean some level of disruption, our assumption is that you’d like to return to your home as soon as practically possible.

The extent of damage to the second floor means this area will be boarded off, where the bulk of work will continue. Therefore, second floor customers won’t be able to return for some time yet and are being given priority for available places in Stonewater’s local retirement living schemes or other vacant homes.

We’ll continue doing all we can to make sure you’re comfortable and supported until you can get back to Farnol House. Meanwhile, please remember:

• Your assigned support colleague should be your first point of contact for any issues or questions. This includes Disturbance payments, escorted visits home and help liaise with the DWP if needed. You can also reach Linda Rayfield, our Retirement Living Regional Manager on 07741 311457.
• If you have any qualifying expense receipts, send them to your assigned support colleague, who will process them for payment.
• We’ve partnered with Kaleidoscope Plus Group to provide mental health, wellbeing and emotional support, recognising the experience you’ve been through. If you’ve not managed to get along to one of the in-person workshops being held locally, you can reach out directly on 0121 565 5605 or email: counselling@kaleidoscopeplus.org.uk 

Website: www.kaleidoscopeplus.org.uk

• Financial support of up to £500 (on a needs basis) is still available from Stonewater’s independent charity arm, the Longleigh Foundation. Please talk with your support colleague if you’d like to find out more.

Finally, we hope this update provides assurance that we’re making good progress and we very much appreciate your continued patience while we work to get everyone home.

We’re pleased to share that work to repair the damage at Farnol House is progressing well. Scaffolding is up, the environmental clean-up is complete, some fire doors have been temporarily replaced and internal areas have been boarded off around the areas worst affected.

Most importantly, a number of Health & Safety and Compliance surveys have been done, which are critical to provide assurance that the building is safe. This means that we’ll now be able to start escorted visits with customers from early next week - something we know many of you are keen to do to retrieve personal items. If you’d like to make a visit back to your flat, please let your assigned support colleague know and they’ll get things arranged ASAP. Please don’t attempt to return to your flat unescorted, without an arrangement in place.

We’re continuing to work on the plan for when people are likely to be able to move back in. As we said previously, this will happen in phases as each area of work is completed. We can’t give exact dates yet but we are aiming to begin getting the first customers home from the week of 26 May. We’ll start with those living on floors 3 - 5 first, where areas have suffered the least amount of damage. Thereafter, it’ll be floor 1, but we need to be mindful of manageable numbers while work is still on-going. We promise to let you know more as soon as we can.

Meanwhile, our contractors are continuing to work through the repairs schedule. Without getting too technical, this includes things like electrical and water damage repairs, ventilation and lighting system repairs, lifting and replacing carpets, repairing or replacing windows and glazing, replacing ceilings, areas of redecoration, etc. We also need to complete some additional surveys, get at least one lift working fully, repair the main entry doors and carry out checks on the warden call system.

With the outline schedule in mind, we are extending existing hotel bookings where possible and, where not possible, have arranged moves – the majority (18 households) to the newly refurbished Alexandra Hotel, which is very centrally located, on King Edward’s Parade. Some of you have told us you’re struggling with being located away from the town centre or missing being near other residents so we hope that this move will help address any feelings of isolation, as well as being close to a range of cafes, shops and public transport.

Second floor customers, who are likely to remain away from home the longest, are being given priority for available places in Stonewater’s local retirement living schemes or other vacant homes.

We understand that being in temporary accommodation isn’t ideal but we are doing all we can to make sure you’re comfortable and supported until you can return to Farnol House. Common queries being raised with our colleagues include questions around paying for meals and requests to move to different hotels. The ‘Disturbance’ payments you receive are designed to help towards food and other expenses. And while we try our best to place customers where they’d like to be, this isn’t always possible because of a shortage of availability or excessive cost. We know it may sometimes feel frustrating but please keep in mind there is a limit to what Stonewater will do as a housing association landlord. We are not  a care provider or social service (but can certainly help you access such services if you’d like). We’re doing everything possible within our remit, which is comparable - or significantly better – than the help you would typically receive from a private landlord or home-owner insurance in similar circumstances.

We appreciate the emotional recovery after a fire can affect people differently. Kaleidoscope Plus Group (KPG) is a leading national mental health and wellbeing charity that offers a wide range of services to Stonewater residents via one-to-one counselling or through wellbeing workshops.

KPG is coming to Highland Lodge, Carew Road, Eastbourne, BN21 2JQ, on Friday 16 May. We will be providing three group support sessions throughout the day, where we can talk about what happened, how people are feeling and discuss any support you may need to help you move forward from the loss of a friend/neighbour and displacement from your homes. There will be a session at 11.00am, 12.30pm, and 2.00pm. 

We look forward to seeing you there. In the meantime, if you have any questions please contact Linda Rayfield (Regional Manager) on 07741 311457.

Alternatively, you can contact KPG personally by calling 0121 565 5605.

Email: counselling@kaleidoscopeplus.org.uk

Website: www.kaleidoscopeplus.org.uk

Finally, don’t forget, you can find FAQs and more information on wellbeing/other sources of support in previous updates. Your assigned support colleague will keep checking in with you on a regular basis and they’re always happy to help with any general concerns or questions – whether to do with disturbance payments, expenses, a change in needs, liaising with the DWP, accessing the additional financial support on offer from Longleigh or anything else. We very much appreciate your continued patience and understanding while we work to get everyone home.

A lot’s been happening at Farnol House since our last update (25/04/25). Our appointed contractors are now on site and have been busy doing surveys and developing a full project plan for all the repairs. The air quality checks have been completed and the bio-response team have made a good start on the clean-up. We’re also pleased to report that the integrity of the fire stopping measures look to have held up well and performed as they should in limiting the spread and damage caused. The areas worst affected are on the second floor, where the fire started, and the flats immediately above and below the seat of the fire.

Our priority now is to focus repairs on the floors which have been least affected, so we can start getting these customers home as soon as possible. As we said in our previous update, it’s likely that you’ll be able to return in phases, as each section of work is completed. Of course, we also need to make sure that all the core systems – like the lift, alarms, fire doors, warden call, etc. – are all working properly too and re-do a full fire risk assessment for the building before anyone’s able to move home.

It will take longer to complete work on the second floor, due to the extent of damage. If you live on the second floor, we’ll talk with you individually to arrange transfers, if needed, to more suitable, long-term (but still temporary) accommodation.  We’re prioritising places in our other local retirement living schemes, vacant homes or Airbnb-type properties to avoid prolonged use of hotels (which we know aren’t ideal).  If you’re a second-floor customer and have any particular needs or concerns, please let your assigned support colleague know asap.

Another bit of good news is that safe access routes are being finalised, which means that many of you will soon have the opportunity to make an escorted visit back to your flat. We’re aiming to start scheduling these from next week. You don’t have to do this but we know that some customers are keen to retrieve items such as more clothes, books, valuables or personal aids. If you’d like to make a visit, please let your assigned support colleague know so a convenient time can be arranged as soon as visits are possible. They’ll stay with you throughout the visit and we’ll provide some additional guidance before you go.

In terms of moving back into your home, we’re aiming to be in a position by the end of next week to start sharing likely dates for the first groups of customers to return. We always have to allow for any unexpected complications but we hope you’ll be pleased to hear the progress being made.

Finally, we appreciate the emotional recovery after a fire can affect people differently. Kaleidoscope Plus Group (KPG) is a leading national mental health and wellbeing charity that offers a wide range of services to Stonewater customers via one-to-one counselling or through wellbeing workshops.  We’re currently liaising with KPG to arrange some group sessions and will confirm details with you shortly. Meanwhile, if you’d like to contact KPG directly you can call on 0121 565 5605, email counselling@kaleidoscopeplus.org.uk or visit their website   www.kaleidoscopeplus.org.uk 

Your assigned support colleague will keep checking in with you on a regular basis and can help with any general concerns or questions – whether to do with disturbance payments, expenses, a change in needs,  liaising with the DWP, accessing the additional financial support on offer from Longleigh or anything else. We very much appreciate your patience and understanding while we work to get everyone home.

Please note: Lucy Honeywood will not be at work and contactable from the 7 May 2025. During this time, Linda Rayfield (Regional Manager) can be contacted instead of Lucy on 07741 311457 or via e mail on linda.rayfield@stonewater.org.

We’re sharing this to let you know what’s been happening since our last update on 19 April. Firstly, we’re grateful for your patience and understanding as we work through the process of repairing the building. We appreciate you’ve been through a horrible experience and we’re doing all we can to make sure you’re comfortable while we work to get you back home as quickly as possible.

We’ve been working closely with our insurers, contractors and the Fire authorities to get things underway. The first step is to do asbestos disturbance and air quality checks which then allows the bio-response team to get in and safely start the clean-up. This will begin on Monday, closely followed by our appointed contractor setting up on site.

There’s lots to do; contractor facilities and scaffolding will be going up next week, our fire safety team will be assessing any damage to the fire doors, mechanical and electrical teams will be carrying out full evaluation of the building’s systems, and structural engineers will be in alongside builders, carpenters, glaziers, etc. It’s not possible to give an accurate timescale for completion yet but we expect to have a clearer idea of the length of time everything will take by the end of next week.

Once we’re satisfied we have clear and safe access routes, we can start making escorted visits with customers if you need to pick up any extra personal items or essentials. Again, we’ll be able to talk to you more about arranging these visits towards the end of next week.

In terms of moving back in, we’re planning a phased return for customers, floor by floor. The extent of damage varies across the building, with the second floor – where the fire started - being most badly affected. Therefore, those living on the second floor are likely to remain in temporary accommodation the longest. If you’re a second-floor resident, we want to be transparent with you about the scale of work and extended timescale so you can make informed decisions. We’ll be in touch with you shortly to look at suitable longer-term accommodation options, talking through your requirements or any concerns. For second-floor customers, we aim to be able to utilise guest rooms in other schemes or any vacant homes we have, to avoid prolonged use of hotels.

Meanwhile, we’ve extended current hotel and accommodation bookings for everyone for another two weeks (which is the most we’re able to do in advance) and will continue to work with you to make sure you’re as comfortable as possible. We know it’s difficult being away from your home but your assigned support colleague will keep checking in with you on a regular basis or you can reach out to them at any time. If you’re currently staying with friends or relatives and think you’re going to need to move to other accommodation, please just let us know.

Your ‘Disturbance’ payments should now be set up if you’ve given us your bank details. You’ll continue to receive these regularly and part of this payment is expected to be used to cover your food/meals (unless you have a ‘meal deal’ arrangement in your hotel). 

If you’ve incurred any out-of-pocket expenses while these payments were being activated, we’re happy to refund you if you let us have receipts. Receipts can be dropped off at any of our local schemes (listed below) and should be put in an envelope marked with your name and Farnol House flat number please.

• Lakeside Court – 35 Dallington Road, Hampden Park, Eastbourne, BN22 9EJ (Scheme Manager Alison Bendall) Monday - Fridays 8am – 1pm (07917 244 236)
• Highland Lodge – 17 Carew Road, Eastbourne, BN21 2JQ (Scheme Manager Susie Sear) Monday – Fridays 9.30am – 3.30pm (07741 819 706)
• New Surrey Court – 11 Avard Crescent, Old Town, Eastbourne, BN20 8UD (Scheme Manager Lucy Honeywood) Monday to Fridays 8am – 4.30pm (07789 755 753)

Don’t worry if you can’t drop receipts off – just let your support colleague know and they can be collected. Going forward, we expect out-of-pocket expenses to be minimal as your Disturbance payment is designed to cover your needs. Don’t forget that Stonewater’s independent charity arm, the Longleigh Foundation, are also offering up to £500 in immediate assistance (assessed on an individual basis). Your support colleague can help you access this offer.

Finally, the Fire Service have now provided us with an Incident Number:

020721-13042025

Please make a note of this reference number and keep it safe as you’ll need to provide it to your insurer to process any claim. You have our assurance that, while Farnol House is currently unoccupied, we’ve implemented 24-hour security surveillance.

We’re currently working jointly with the Police and Fire Service to establish when access to Farnol House will be possible. Up until now, our colleagues have only been able to enter accompanied by Police in very limited circumstances.

The good news is we’ve been given back possession of the building this afternoon and we hope to start making escorted visits with customers soon, to enable you to pick up more essentials or valuables. Your dedicated support colleague will let you know as soon as this is possible. Meanwhile, please be assured that we’ve secured the building and  changed the entry locks.

Our surveyors will now be able to begin assessing the damage and work required. We expect the degree of fire, smoke and water damage will vary in different areas. Some floors will be more badly affected than others. Once our surveys are complete, we’ll work out a repair schedule and planned timescale.

It’s likely that customers will be able to move back at different times as the repairs progress. We’ll keep you updated with any new information and will consult with you at every stage. 

While there may be early speculation, the investigation is still ongoing. We must let the authorities do their job in conducting their enquiries and we’ll have more detail once the findings are published.

There is no charge for your temporary accommodation and you will receive a ‘disturbance’ payment of at least your normal weekly rent + £50 to recognise the impact and inconvenience. Customers are expected to pay their weekly charges as normal, where they are responsible. We’re reviewing service charges and will apply a credit to your account while services are not being delivered. If you receive housing benefit or the housing element of universal credit, we can assist you in updating your claim.

In addition to the emergency vouchers we’ve already been issuing, while you’re in temporary accommodation Stonewater will offer:

• Staying with family/friends – If you are staying with family/friends you’ll receive a disturbance payment of your currently weekly rent + £150.
• Self-catering accommodation – If you’re currently staying in self-catering accommodation, you’ll receive a disturbance payment of £50 per week. This reflects the fact that you have access to similar facilities as at home, i.e., cooking, laundry etc.
• Hotel – If you’re currently staying in hotel accommodation, you’ll receive a disturbance payment of currently weekly rent + £50.

These payments will be made weekly, as soon as we have your bank details. You can give these to your designated support colleague if you haven’t done so already, or via the contacts given at the end of this update.

What is the ‘disturbance’ payment for?

The disturbance payment is designed to help with any extra costs you might have due to the loss of facilities you typically enjoy at home, as well as any extra travel expenses. You have the freedom to decide how to use the payment and Stonewater does not ask for any specifics.

In addition to the financial support already detailed, our independent charity arm, the Longleigh Foundation, are offering up to £500 in immediate assistance (assessed on a needs basis). Your designated support colleague can help you access this offer.

Your designated support colleague is there to help with any changes to your accommodation plans. We’re committed to making sure you always have a safe and secure place to stay. If you’re unable to remain with friends or family, we can look at other options like hotels, self-catering apartments or availability at our other nearby retirement living schemes.

We had to find places quickly during the incident, from what was available at the time. We’re continuing to carry out person-centred assessments and if we identify needs that are not being met, i.e., ground floor accommodation or access to a wet-room, we’ll do our absolute best to arrange a move and can make referrals to social services where appropriate. Please do bear in mind though that there’s an acute shortage of accommodation in Eastbourne, particularly over certain periods. We’ll always work with you to find somewhere that suits your personal needs but it may not always be able to arrange a move based solely on preference.

We understand the impact that a traumatic event such as this can have on people. There is a wide range of support available, including: -

Eastbourne NHS Talking Therapies

If you live in East Sussex, are over 18 and are feeling more stressed than usual, anxious or depressed, you can refer yourself to your local NHS Talking Therapies service. 

Services are free, confidential and provide a wide range of support, including courses, online programmes and one-to-one sessions. They aim to help you understand your symptoms and take practical steps to improve your mental health. 

• Telephone - 0300 003 0130
• Website - www.healthinmind.org.uk

NHS 111 'Mental Health Support'

If you or someone else is experiencing a mental health crisis, the NHS 111 'mental health option' is there to offer support and get help if needed. Simply ring 111 and chose the mental health option.

Text Shout Service

By texting the word SUSSEX to 85258, you can access a free, confidential, 24/7 service and have a text conversation with a trained volunteer. The volunteers offer real-time support if you are anxious, stressed, depressed, suicidal or overwhelmed, and can signpost to local services. You may prefer this to speaking on the phone.

When you return home, if you find that your belongings or home contents have been destroyed or damaged, it's crucial to contact your home content insurance provider as your first step. They’re there to help you replace items according to your policy and the specific conditions outlined by your insurer. If you need any assistance in dealing with your insurer, please let us know.

It's possible that your insurance will include cover for these. If you don't have contents insurance, please reach out to us and we can guide you through other potential support options that may be available.

All post for Farnol House is being held at the local sorting office, and you can collect it directly from there. If you need support to do this, please speak to your dedicated contact. Post will be restored to the scheme once you move back in.

Your designated support colleague will continue to reach out to you at the frequency you’ve agreed to keep you updated and provide any extra assistance you may need. We will also be:

• Co-ordinating accompanied access to the building, as soon as it’s possible and safe, for essential items.

• Setting up disturbance payments once we have your bank account information.

• Collaborating with local authorities to assist with rehousing and accommodation needs, as necessary.

• Partnering with the Police, Fire Service, surveyors and our own insurance providers to facilitate safe access and return to your home as soon as possible.

• Taking a person-centred approach to identify your individual needs, making sure these are responded to with care and understanding.

We hope you find this information helpful and we promise to keep you regularly updated. Please don’t forget you can reach out to your dedicated support colleague at any time too. Alternatively,  you can contact our Customer Service Centre on 01202 319119 or via email at customers@stonewater.org.