Engaging via multiple channels

Accessing information in different ways

A ‘one-size fits all’ approach to engaging with residents about important safety matters will not work for everyone.

Engage with residents using a variety of channels.

When is this relevant?

• for providing building and safety information, and details about decisions relating to the management of the building
• For communicating with residents about their new rights and responsibilities, and any complaints processes
• For ensuring the appropriate evacuation plans and escape routes are familiar to the right residents

Key principles

1. Use multiple communications channels

Residents have different communications requirements
and preferences.

Do not rely on one channel to communicate information.

Consider:

• printed materials
  • letters
  • newsletters
  • in-building notices
• verbal
  • phone
  • caretaker or concierge
  • housing officer
• online
  • Zoom/Teams
  • email
  • text
  • portal or online
  • apps

---

2. Communicate regularly

Residents feel better informed when they receive frequent communications. This is particularly so from their building management.

Communicate regularly with residents and keep information up-to-date.

---

3. Don’t forget face-to-face discussions

Talking through safety processes and plans with residents can help them to feel safer.

Bring residents together to discuss building safety in informal and enjoyable ways. Always offer opportunities for them to ask questions.

---

4. Utilise demonstrations and drills

Residents want to understand the fire alarm and escape routes specific to their building.

Arrange regular fire alarm tests and evacuation drills for residents. This allows them to practise how they should respond in an emergency.

---

More considerations

Could your organisation employ a caretaker or concierge?

• research shows that responsive on-site staff increase feelings of safety
• they offer an important human connection regarding building and safety issues

Why not host a coffee morning, estate walkabout or safety workshop?

• discussing building and fire safety with residents can take different formats, not just traditional meetings

Consider working with local Fire and Rescue Services and community and faith groups.

• local partners may be able to help with engagement with residents and increase their interest in building safety

Try setting up a block WhatsApp group for residents as an additional channel for communicating building information.

• messaging platforms can bring residents together and support them to feel more informed

Other principles of engagement

• Understand who lives in each building
• Communication information effectively
• 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