Communication Regarding EWS1 Form (June 2022)
Mrs P was dissatisfied with our handling of a complaint regarding timely fire safety communication and it’s response to a request to reimburse costs for an unsuccessful re-mortgage due to unavailable fire safety documents. Mrs P subsequently contacted the Housing Ombudsman Service (HOS).
Summary
We have a programme of external wall system assessments of our buildings to ensure compliance with current guidance and regulations on fire safety. In November 2020, an intrusive survey and subsequent assessment was carried out to the block in which Mrs P lived. Notices to this effect were displayed in the block and referenced on the our website. In February 2021, Mrs P instructed a broker in respect to a re-mortgage of their property, and was informed of the requirement for an EWS1 form. Upon contacting us in March 2021, Mrs P was informed that the fire safety of the block was under review and that an EWS1 could not be issued at this time. Mrs P complained in March 2021, that we should have communicated better to her as a leaseholder, that an EWS1 could not be issued. If they had, she would not have looked to move, re-mortgage and would not have incurred unrecoverable costs.
Outcome
The Housing Ombudsman Service agreed with Mrs P that there was service failure in our fire safety communication and that we failed to provide in a timely and appropriate way some essential information that would have likely avoided her wasting time and incurring unnecessary costs in seeking a re-mortgage. The HOS ordered compensation to be paid and to reimburse incurred costs in respect to the re-mortgage.
Lessons
Notifications of external wall system assessments are to be sent to every leaseholder/resident rather than relying on notifications displayed in common areas. Following the assessment, a timely update is to be provided to all leaseholders/residents when it is established that an EWS1 cannot initially be provided, even if further investigation/assessment is required before the final outcome can be determined.
Recommendation from the HOS
- Poplar HARCA to review how information about the impact of fire certification is proactively targeted at those who may be considering a re-mortgage. This could include considering taking the opportunity to include relevant information in service charge correspondence.
- While the website should also remain an important source of information, Poplar HARCA could also review how it communicates for building / fire safety updates, and consider other communication methods such as emails, text alerts and mail shots, in addition to the service charge correspondence as noted above.