Building Safety Engagement strategies launched

The Building Safety Act 2022 calls these buildings “Higher-Risk Residential Buildings”. This law was introduced after the Grenfell Tower fire in 2017, to improve safety for everyone living in high‑rise homes.

We’ve spent the last few months engaging with our customers who live in these buildings. Our focus has been on:

• understanding their experiences of living in their homes (e.g most of our customers say they feel safe)
• what is most important to them in relation to safety (e.g knowing what to do in an emergency)
• engaging in ways that are meaningful, inclusive and accessible (online, phone, in person)

We also learnt about the best ways to communicate. Customers said they want clear, consistent information about building safety. However, they recognise that each building is different and needs a tailored approach. This has been really valuable. As a result, we have developed building‑specific engagement strategies. Their feedback highlighted areas that we need to improve too, to make sure all customers feel safe in their homes. We're working on this closely with customers.

Our Customer Committee helped us to test and strengthen our approach to building safety too. They highlighted the importance of keeping things simple, clear and easy for customers to access, which is a key focus area for us.

This work doesn’t stop here. We’ll keep listening, learning and adapting so that customers continue to shape how we approach building safety. This means our engagement is consistent, inclusive and led by customers.