Case Study: Transforming Building Safety Through Resident-Centred Mediation at Central West
A Partnership Between Shepherds Bush Housing Group (SBHG), The Guinness Partnership, and NewmanFrancis (2023–2024)
Executive Summary
NewmanFrancis and Shepherds Bush Housing Group (SBHG) successfully managed high-risk building safety defects at Central West through a resident-centred mediation approach. By integrating Equality Impact Assessments and transparent communication, the team mitigated fire safety risks, including missing fire barriers and cladding issues, while addressing resident trust and emotional safety. This project serves as a model for Building Safety Act 2022 compliance, transforming a crisis into a structured, accountable partnership between residents and landlords.
1. Background and Context: Understanding the Challenge
Central West is a six-storey detached block comprising sixty-nine self-contained flats on Ruislip Road East, London. In 2023, a Fire Risk Assessment of External Walls (FRAEW) identified the building as posing a Medium-High risk due to combustible external wall materials, missing cavity barriers, and inadequate fire stopping.
Initially, NewmanFrancis was not commissioned for formal Building Safety Act 2022 compliance tasks. However, their appointment as independent mediators during a buy-back and remediation ballot allowed them to identify urgent safety concerns raised directly by residents. In response to resident advocacy, NewmanFrancis successfully convened a joint meeting between residents and SBHG’s executive management team. This established a vital precedent for proactive, transparent engagement, replacing resident uncertainty with clear, actionable dialogue.
2. Building Overview and Safety Profile: Translating Technical Risks
Constructed circa 1990, the building features mixed external materials that presented specific fire safety vulnerabilities:
EW1 Facade System 1 (EW1)
Insulated render on masonry. Vertical cavity barriers were missing at compartmentation lines.
EW2 Facade System 2 (EW2)
Timber cladding over insulation, lacking fire stopping around vents and flues.
BAL Balconies and Panels
Steel cantilever balconies with timber decking, and aluminium spandrel panels on cement boards.
ESC Means of Escape
Two staircases (front and rear), with lifts that are not designated as firefighting lifts.
The "So What?" for Residents:Think of a building’s fire barriers like the compartments of an egg carton. Their purpose is to contain a fire within a single section, preventing it from spreading to other flats or stairwells. The missing barriers and fire stopping at Central West meant this protective compartmentation was compromised, necessitating immediate, structured remediation to protect lives and property.
3. Resident Engagement and Mediation: A Trauma-Informed Approach
SBHG appointed NewmanFrancis to provide impartial mediation and liaison services, acting as a trusted intermediary between residents, technical teams, and landlord officers. Key responsibilities included:
Transparent Dialogue:
Facilitating regular meetings to discuss safety conditions and remediation timelines clearly, avoiding confusing industry jargon.
Resident Liaison Officer (RLO) Services:
Providing dedicated, patient support during the complex processes of decanting (temporary relocation) and recanting (returning home).
Equality Impact Assessments (EQIA):
Proactively identifying vulnerable occupants, including those with disabilities or learning difficulties, to tailor support and prevent the severe disruption of multiple moves.
This data-driven, empathetic approach delivered consistent, culturally sensitive support for both residents and contractors performing essential safety works.
4. Technical and Risk-Mitigation Actions: Prioritising Safety and Welfare
Following the initial joint meeting, NewmanFrancis oversaw the deployment of interim safety measures and investigative works, balancing technical imperatives with occupant welfare:
Vulnerability Mapping:
Identified persons at risk within the building via EQIA to prioritise their safety and support needs.
Fire Detection Upgrades:
Integrated household fire detection systems into a primary alarm control panel, providing faster, centralised alerts.
Compartmentation Surveys:
Conducted intrusive (Type 4) surveys, which involve opening up walls to inspect hidden fire barriers, to reveal and address internal defects in fire separation.
Targeted Fire Stopping:
Coordinated the installation of fire-stopping materials across the EPS render and timber cladding areas to restore the building’s protective compartments.
These actions were carefully coordinated alongside decant management, minimising disruption while swiftly addressing fire risks.
5. Resident Insights and Survey Findings: Listening to Lived Experience
In June 2023, NewmanFrancis conducted a comprehensive telephone survey of 67 of the 69 leaseholders to capture demographic data and understand the emotional impact of SBHG’s buy-back proposal.
Trapped in unsellable flats until EWS1 certificate
Extraordinary near-perfect census response reach
Identified via EQIA with specific health & care needs
Eliminated double-decant health & stress hazards
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Financial and Emotional Impact:
A strong consensus emerged that residents felt trapped in unsellable homes until remediation was complete and a compliant EWS1 (External Wall System) certificate was issued. This certificate is required to prove to mortgage lenders and buyers that the building's exterior is safe. Residents estimated this resale blockage could last approximately six and a half years.
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Historical Scepticism:
Widespread doubt existed regarding SBHG’s capacity to deliver works effectively, citing previous maintenance failures.
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Vulnerability Identification:
The survey highlighted eight highly vulnerable households. For these residents, moving twice (decanting and then recanting) presented a severe risk to their health and wellbeing.
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Actionable Recommendation:
NewmanFrancis recommended a single-decant strategy for vulnerable households, supported by individual case reviews and welfare assessments. This directly connected regulatory duties to tangible resident wellbeing, fulfilling the spirit of the Building Safety Act 2022.
6. Partnership Value and Sector Learning: Setting a New Standard
SBHG recognised NewmanFrancis’ expertise, drawn from landmark projects such as the Grenfell Recovery at Lancaster West Estate and the Worcester Park Richmond House Fire Recovery. Acknowledging this proven track record, SBHG expanded NewmanFrancis’ remit to include building safety interim measures.
Strategic Implications for the Sector:
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Resident Intelligence:
Independent engagement specialists can rapidly uncover systemic safety shortfalls by actively listening to resident concerns.
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Aligned Accountability:
Mediation functions successfully align landlord accountability with Building Safety Regulator expectations.
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Equity in Compliance:
Integrating EQIA and vulnerability assessments demonstrably improves fair treatment and fulfils statutory duties under Part 4 of the Building Safety Act.
7. Outcomes and Early Impacts: From Crisis to Structured Partnership
Immediate Achievements:
- Successful crisis coordination between residents and landlord leadership.
- Deployment of vital remedial safety measures, including upgraded fire alarms and restored compartmentation.
- Completion of risk profiling for all households, directly informing personalised evacuation and support planning.
- Implementation of equity-based adjustments for vulnerable households.
Long-Term Learning:
This project illustrates the expanding role of specialist engagement organisations as essential partners to major housing providers. By bridging technical risk management with ethical, compliant resident participation, the Central West case demonstrates how housing associations can embed Building Safety Act-aligned engagement principles into every phase of a safety programme.
8. Conclusion
The Central West engagement stands as a critical example of independent resident advocacy driving tangible remedial action in a complex building safety environment. By integrating rigorous technical assessment, compassionate welfare support, and clear compliance dialogue, NewmanFrancis enabled SBHG to transition from reactive communication to structured, transparent accountability. In a sector increasingly defined by stringent safety legislation and profound social duty, this partnership highlights the vital reliance on specialist engagement organisations to safeguard not only the physical structure of buildings, but the people who call them home.