Safety & Security


Tenant Wellbeing Feature


Fostering a long-term, two-way relationship with tenants should be an absolute priority for housing provider


Fostering a long-term, two-way relationship with tenants should be an


absolute priority for housing providers. Regular tenant communication, as well as offering customer support 24/7, 365 days a year, helps to provide round-the- clock reassurance that the housing provider is there to support at any hour of the day and night. In turn, this builds familiarity and trust, supporting tenants to feel


comfortable in expressing concerns with their landlord. With the cost-of-living crisis causing more social housing tenants to be in rent arrears compared to during the pandemic, those customers may feel more compelled to pick up the phone to a ‘real’ person, in the knowledge that they’ll receive empathy about their circumstances in return.


many tenants as possible to access customer service easily. For example, a deaf tenant may need to contact their landlord via social media or live chat, while an individual with a learning disability may prefer a phone conversation with an agent who can explain things in a clear, jargon-free way. Deploying intelligent, omnichannel soſtware can be an effective way to collate and manage these various communications streams and monitor the status of queries in one place, ensuring that no tenant concern goes unaddressed.


CONSISTENCY AND CARE While responding to enquiries effectively is important, ensuring that tenants feel empowered to voice their thoughts and raise any concerns in the first place is a critical initial step. But with typical tenant enquiries ranging from emerging leaks to mounting bills, understandably, some customers may lack the confidence to raise these issues proactively.


PREVENTION OVER CURE By creating this type of reciprocal, ongoing conversation, customer service teams also have a greater opportunity to catch emerging issues through their interactions with tenants and proactively intervene, before they become bigger problems to resolve. Tis shiſt of emphasis from troubleshooting to communicating not only


cultivates better relationships and helps empower customers to raise oſten sensitive issues – it is part of a long-term strategy to help reduce the reputational risks of missing a major issue. Ultimately, by looking long-term at tenant communications, and taking


an authentic, consistent, and inclusive approach to customer care, housing providers can ensure they are accommodating tenant needs and supporting their customers effectively.


Martin Brown is CCO at FM Outsource Gilberts ups the standard in smoke and fi re protection


With growing emphasis on managing the risk of smoke and fi re within building safety, leading air movement engineer Gilberts is leading the way to optimise control. To address increasing demand and to exceed criteria laid down in the latest Building Regulations, Gilberts is launching a new, fully tested range of insulated smoke and fi re dampers. T e insulated dampers complement Gilberts’ established Ductgard units for HVAC ductwork. T e insulation element of the new dampers helps minimise the risk of heat transfer and thus the risk of fi re spreading beyond the compartment. Its performance exceeds the two relevant layers of fi re safety in buildings: integrity of compartmentation and structural safety. Spring and thermal fuse activated, the insulated dampers off er fi re resistance of EI30, EI60, EI90 and EI120 for general ventilation systems with walls and partitions of various ratings. T us, they deliver eff ective cut-off partitioning between the fi re-engulfed zone and the remaining part of the building, helping maintain the building integrity. T e range is fully tested and certifi ed to EN15650, EN13501-3 and EN1366-2. T e introduction of the insulated dampers builds on Gilberts’ 60+ years’ heritage of bringing to market advanced technology that enhances the design, safety, energy effi ciency and occupier comfort of non- domestic buildings.


01253 766911 info@gilbertsblackpool.com New Marmox Fireboard off ers ideal EWI and IWI substrate HMM04_Gilberts_Safety & Security - Smoke & Fire Protection_DPR.indd 1


Building on the broad benefi ts of its widely specifi ed Multiboard, insulation manufacturer Marmox introduced in January a highly versatile Fireboard into its range for both internal and external wall insulation (IWI/EWI) applications. T e Marmox Stone Wool based product shares the unique Marmox honeycomb surface structure with its XPS forerunner, Multiboard, to create an A1 non-combustible certifi ed render-backer which is weatherproof. It can further be used internally across walls or ceilings to take a plaster fi nish, while providing sound absorption properties, as well as thermal insulation. T e 600 x 1,200 mm Fireboards are available in thicknesses from 20 mm, 50 mm and 100 mm and with the polymer modifi ed mortar honeycomb coating applied to both faces. With a nominal density of 150 kg/m3


the boards’ core material off ers a compressive strength of 90 tonnes/m2 . T e 20 mm


Fibreboard is ideally suited for external window and door reveals, ready for renering. As detailed in a newly available A5 technical brochure which can be downloaded, Marmox Fireboard has been tested to prove compliance with BS EN 1182, EN 1716 and EN13823 conducted by UKTC, along with other testing completed by the BRE. Indeed, the British manufacturer is proud to announce on its website that: “Marmox Fireboard is a powerhouse solution, designed to tackle fi re hazards, intrusive noise, and the biting cold, all in one lightweight, easy-to-handle board.”


sales@marmox.co.uk www.marmox.co.uk 48 | HMM April/May 2024 | www.housingmmonline.co.uk HMM04_Marmox_Safety & Secuirty - Smoke & Fire Protection_DPR.indd 1 24/04/2024 09:38 24/04/2024 09:09


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