Most of our lights are just set for light and dark and these are usually successful in helping people feel and be safe in the surroundings of their home.  

The installation of motion sensors along with the ongoing repairs and maintenance would create additional costs for customers in addition to the existing standing charge for electricity which would remain the same.  

We always fully assess cost effective improvements to our properties when we consider improvements to our buildings, and at the moment we are especially mindful of the impact this may have with the current cost of living concerns

Thrive do not allow customers to keep communal fire doors open, as this compromises the safety of the building. It’s really important that you let us know if this is happening so we can communicate with residents about this and monitor it as part of our monthly inspections.  

Only our sheltered schemes (over 55s accommodation) have fire drills and details on what to do, including assembly points, are displayed in the communal corridor of the building.  

All our flat blocks are stay put, this is highlighted on the fire action notices.  

If the fire isn't in your own flat and your flat is not affected by a fire elsewhere in the building. 

Stay put and call the emergency services by dialling 999. Your flat entrance door is fire rated to protect you for enough time for the fire services to address the fire or rescue you.

If a fire breaks out in your flat. 

Get everyone out - making sure you shut the door behind you - and call the emergency services on 999. 

If you cannot escape: 

• Shout for help from a window. 
• Keep as many doors between you and the fire closed (this is why your door closer is so important!). 
• If you are trapped in a smoke-filled room, crawl on your hands and knees keeping your face close to the floor. 

 

We are always keen to talk with customers about the safety of their building. We would be more than happy to setup a meeting and we encourage customers directly to arrange this. The best way to reach us is by: 

• emailing fire@thrivehomes.org.uk  
• visiting thrivehomes.org.uk/safetyteam   

We understand how, if there's been a particular incident that’s affected a customer, why CCTV might feel like a good option. 

From a service charge, privacy and legality perspective, the installation of CCTV isn’t always possible. This could be due to service charges that other residents are not willing to agree to maintain the CCTV and associated signage. 

Agreed, and they'll have a reason for that. However, when we consider things like keeping living costs down, we need to take into account the costs that CCTV would incur. 

We make decisions to make customers safe and feel safe in their home as well as on our current and future legal and regulatory obligations and we will always involve customers in this. 

If we plan to change the management of your building or works are required to meet building and/or fire safety requirements, we will always notify you at the earliest opportunity. 

Here's how you can expect to hear from us: 

• You will receive written communications detailing the requirements – a copy of this will be available on the myThrive hub.  
  Where a change is considered an immediate health and safety risk to life or compromises the structure of the building, we'll visit you in person. Otherwise;  
• You can comment or challenge the required changes and can do so in the following ways: 
• email: enquiries@thrivehomes.org.uk or fire@thrivehomes.org.uk  
• speak to a member of the team at: thrivehomes.org.uk/talktous 
• call 0800 917 6077
• If we don't hear from you, we will contact you using your preferred communication method to tell you about the next steps for the upcoming changes (for example, when the works will commence). If no preference is recorded, we'll contact you by email. 

You are always invited to input on any proposed changes until works commence and can ask questions and give feedback at any point in the process too - just contact us in the usual ways. 

Leaseholders will be consulted with about any changes under Section 20 legislation. Click here to find out more. 

Please contact us so that we can complete a person-centred fire risk assessment with you and with your permission provide the details to the fire and rescue service.  

They can then place your information and needs on their database so that any crew know that you need additional support in the event of a fire.​ 

A major leak is considered an emergency. We have an emergency repairs service that operates 24/7 and you can reach this by calling 0800 917 6077.  

It’s helpful for customers to have a working knowledge of their property, for example to know where their stopcock is so that they can stop the water immediately.  

Our online repairs tool can provide guidance on this type of knowledge, but we would rather you call us if there is an urgent problem.  

We don't have them because we don't want you to put yourself in danger by trying to tackle the fire. Instead, if a fire breaks out it’s really important you follow the evacuation procedure.  

If the fire isn't in your own flat and your flat is not affected by smoke from a fire elsewhere in the building. 

Stay put and call the emergency services by dialling 999. Your flat entrance door is fire rated to protect you for enough time for the fire services to address the fire or rescue you. 

If a fire breaks out in your flat. 

Get everyone out - making sure you shut the door behind you - and call the emergency services on 999. 

If you cannot escape: 

Shout for help from a window. 

Keep as many doors between you and the fire closed. 

If you are trapped in a smoke-filled room, crawl on your hands 

and knees keeping your face close to the floor. 

You can open a window for fresh air providing: 

• The fire is not in your flat (if it is, get everyone out)  
• There is no fire or smoke outside of your window, otherwise you will be letting this into your home. 
• Never smash the window as you may need to close it if smoke starts to enter your home.

Our website has a tool on it called BrowseAloud which adds speech, reading and translation to content on our website. This facilitates access to information for people with dyslexia, low literacy, mild visual impairments and those who speak English as a second language. 

Simply access this tool by clicking the icon as shown below on our website.  

We also have a translation service that we can use to when speaking on the phone or meeting in person with customers.  

Taking on board this question, we will raise awareness of this feature in our regular news and communications.  

Specifically for Frogmoor Court, this was cleared on Thursday 24th  November 2022 and will continue to be maintained by our contractor.  

For all other sites, our grounds maintenance contractor will see to this as part of their service – particularly as they no longer need to cut the grass outside of growing season.  

We look out for these hazards as part of our inspections and we ask that you report anything like this to us.  

The latest updates and key focuses for any of our key services – including grounds maintenance – are available on our website at: thrivehomes.org.uk/service-updates 

We attend each site every three months at least to carry out an inspection of the building and its surrounding communal spaces.  

Working together with customers, we will attend site to investigate any issues where a customer has reported it to us. If we recognise an issue that we think residents need to know about, we'll communicate to all residents about this and carry out door visits where required.  

We’re always keen to speak to customers about anything relating to their building, so if you see us out and about, please do speak to us or get in touch with a member of the team by:  

• emailing fire@thrivehomes.org.uk  
• visiting thrivehomes.org.uk/safetyteam 

Home Plan visits for tenants is also a great opportunity to speak to us about any non-urgent issues or ask questions. You can find out more and request your visit at: thrivehomes.org.uk/homeplan