Farnol House: Customer FAQs

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.