Fire and building safety risks can include fires, structural faults, electrical hazards, and blocked escape routes. While our buildings are designed to be safe, hazards can develop if maintenance is delayed, safety systems fail, or emergency procedures are not followed.

We are responsible for managing these risks, carrying out inspections, and responding promptly to any concerns.

On this page

— How to contact us about fire or building safety concerns
— What we do to keep your home and communal areas safe
— How you can help protect yourself and others
— What to expect during inspections and maintenance
— What to do if you are not satisfied with our response
— Working together to stay safe

How to contact us about fire or building safety concerns

If you are in immediate danger call 999 straight away.

You should contact emergency services immediately if you experience:

• A fire or visible smoke
• A strong or unusual smell of gas
• Sparks, burning smells, or exposed live wiring
• Collapse or risk of collapse of ceilings, walls, or other structures
• Flooding near electrical fittings
• Any situation where you or someone else feels unsafe

The emergency services will advise you on what to do and contact us if necessary.

Contact us

If you are worried about fire or building safety but it is not an emergency, please contact us as soon as possible. We take all concerns seriously and will assess every report promptly.

Repairs and general enquiries: 01962 840 222

Use this number for issues that could become unsafe if not addressed, such as:

• Faulty lighting in communal areas
• Broken vents or extractor fans
• Fire doors needing minor repair
• Non-urgent safety concerns.

Emergency repairs (24 hours): 01962 865 405

Use this number for urgent issues including:

• A broken front door you cannot secure
• Complete loss of power or lighting
• Major leaks affecting safety
• Smoke alarms failing or continuously sounding without cause.

Email (non-urgent concerns): hhub@winchester.gov.uk

For queries such as:

• Missing fire signage or extinguishers
• Questions about fire escape routes or communal areas
• Minor maintenance affecting fire safety

Accessible information

If you need information in another language, large print, audio, or Easy Read, please let us know.

What we do to keep your home and communal areas safe

We follow national fire and building safety laws, including the Building Safety Act 2022, Fire Safety Act 2021, and Fire Safety (England) Regulations 2022, along with all requirements for gas, electrical, water hygiene, asbestos, and lifting equipment safety.

To protect residents, you can expect us to:

• Carry out all legally required safety inspections, tests, and servicing, including fire, electrical, gas, water, and asbestos checks
• Maintain fire doors, emergency lighting, signage, and escape routes
• Keep accurate and up-to-date safety records for every home and building
• Respond quickly to safety concerns and notify residents of any actions being taken
• Use only qualified, accredited contractors and engineers for all work
• Provide clear and accessible information about building safety measures, especially in high-rise or higher-risk buildings
• Involve residents in building safety decisions in line with the Building Safety Act 2022.

All our work is carefully recorded to ensure compliance, traceability, and accountability.

How you can help protect yourself and others

You can help keep your home and communal areas safe by:

• Allow access for safety checks and maintenance.

We need to carry out regular checks to ensure safety. By allowing access, you help us:

• Conduct gas, electrical, and fire safety inspections
• Test and service smoke alarms, carbon monoxide detectors, and ventilation
• Maintain fire doors, emergency lighting, and signage
• Report safety issues immediately.

Early reporting allows us to act before small problems become major risks. Examples include:

• Broken or beeping smoke alarms
• Damaged fire doors (missing seals, broken closers)
• Blocked corridors or fire exits
• Leaks, damp, or unusual smells (e.g., gas, burning, electrical)
• Faulty communal lighting, handrails, or fire equipment
• Keep communal areas clear
• Do not wedge open or block fire doors
• Keep corridors, stairways, and escape routes free of clutter
• Avoid storing flammable liquids, fuels, or barbecues indoors
• Leave safety equipment in place
• Smoke and heat alarms, fire doors, emergency lighting, fire extinguishers, wiring, gas appliances, and ventilation systems are there to protect you.

If equipment appears faulty, report it immediately.

Tell us if you need support or adjustments

• Longer appointment times
• Reminders or additional communication support
• Assistance during inspections or evacuation planning.

What to expect during inspections and maintenance

How we respond to fire and building safety issues

• Safety concerns are assessed promptly
• Urgent hazards are attended to immediately
• Repairs and maintenance are prioritised according to risk
• Residents are kept informed throughout the process
• Training and competence.

Our Building Safety Team is trained in:

• Fire and building safety management
• Risk assessment and compliance monitoring
• Contractor oversight.

All contractors and engineers:

• Hold appropriate qualifications and certifications
• Receive regular refresher training
• Are checked annually for competence, insurance, and performance.

Keeping you informed

We communicate clearly by:

• Posting notices in communal areas about inspections or maintenance
• Updating residents if access or building services are affected
• Explaining findings and next steps after inspections
• Providing accessible formats where needed.

Monitoring and reporting fire and building safety

We regularly monitor:

• Inspection and maintenance schedules
• Completed and outstanding follow-up actions
• Fire alarm activations, defects, and RIDDOR notifications
• Contractor performance and response times.

Performance is reported to:

• Directorate Management Team (monthly)
• Strategic Director (quarterly)
• TACT Board (quarterly)
• Regulator of Social Housing (annually).

This ensures safety compliance and continual improvement.

What to do if you are not satisfied with our response

If you have a concern, please tell us as soon as possible. We will:

• Listen to your concern
• Assess the risk
• Take action to make the system safe
• Keep you updated on the resolution.

If you feel we have not handled your concern properly:

• Make a formal complaint using our Complaints Process
• If still unresolved, contact the Housing Ombudsman Service for an independent review.

We follow the Housing Ombudsman’s Complaint Handling Code.

Working together to stay safe

Fire and building safety works best when:

• Residents report hazards early
• Access is allowed for inspections and repairs
• Safety guidance is followed.

By working together, we can keep you, your home, and your community safe.

Certified Advice and National Guidance

• Building Safety Act 2022
• Fire Safety Act 2021
• Fire Safety (England) Regulations 2022
• Health and Safety at Work etc. Act 1974
• Gas Safety (Installation and Use) Regulations 1998
• Electricity at Work Regulations 1989
• Control of Asbestos Regulations 2012
• Legionella Control (HSE Approved Code of Practice L8)
• Lifting Operations and Lifting Equipment Regulations 1998 (LOLER)
• Housing Ombudsman Complaints Handling Code
• Regulator of Social Housing – Consumer Standards (Home Standard, Safety & Quality Standard)

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