Communicate information effectively
Accessible, mixed communications
Fire and building safety is important for high-rise residents but it is often not a top-of-mind concern, and it can be confusing to understand.
Use accessible communication approaches and mixed formats to help residents understand and familiarise themselves with systems that make them safer.
When is this relevant?
- for all communications to high-rise residents
Key principles
1. Adopt accessible communication approaches
Residents understand building safety information better when simple communications principles are followed.
- take things back to basics and assume no prior knowledge
of building safety- for example be explicit about not using lifts to evacuate
- ensure information is easy to read, concise and clear
- make information direct and unambiguous
- for example state what the ‘stay put’ policy actually means
- keep language simple, non-technical and jargon-free
- create content that is inclusive and assumes lower literacy levels for some residents
- make the design as legible as possible, for example using a minimum 14 point text size for printed material
Do not rely on one channel to communicate information.
2. Use mixed formats
Residents often find information easier to digest and comprehend when given verbally and visually.
Make sure the information is not too text heavy and balanced with a mix
of engaging formats such as visuals and videos when possible.
3. Make resident actions and responsibilities clear
Residents are not always sure about what to do in an emergency and where
their responsibilities lie. For example smoke alarms within their flats.
Consider how instructional videos, step-by-step guides, colour-coded text and dos/don’ts lists can help residents to understand their role in keeping everyone safe.
4. Use onsite staff
Residents find responsive onsite staff helpful in cutting through detail and jargon to deliver information and demonstrate safety procedures more informally.
Use onsite staff like concierges or caretakers to help residents understand what the information means to them.
Other considerations
Create personal testimonials or case studies of people’s experiences of building safety.
- these can help residents to understand and relate to key safety messages
Consider setting up an online group for residents.
- these can enable residents to cascade information to their neighbours, and ask each other questions about safety matters in their building
Visit Accessible communication formats – useful GOV UK guidance on how to ensure your communications are accessible.
Other principles of engagement
- Understand who lives in each building
- Engage via multiple channels
- Listen to residents
- Be inclusive of everyone
Other useful information
- Safety in high-rise residential buildings: accountable persons
- Preparing a resident engagement strategy
- Keeping information about a higher-risk building: the golden thread
- High-rise residential building information accountable persons must provide
- Building safety guides for accountable persons
- BSR to introduce more proportionate and targeted approach for higher-risk building assessments
Building safety guidance and resources
A to Z of building safety
Updates from the Building Safety Regulator
Keep up to date with the new regulator with our e-bulletin.