Emergency Response
Third Avenue, E12
An emergency response to a serious leak from the flat above — partially collapsed ceiling and exposed live wiring made safe, with all remedial works completed to a high standard.
Key figures
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£5,779.23
Project value
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1 bedroom
Property
-
Emergency
Response
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H&S risk
Identified
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Vulnerable
Resident
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Completed to
Satisfaction
Emergency Inspection & Remedial Works
Leak into bathroom from flat above.
We were assigned to investigate and remediate a serious leak from the flat above. The bathroom ceiling had partially collapsed, exposing live electrical wiring and creating a significant health and safety risk.
Through persistence, collaboration and a resident-focused approach, we secured access, made the property safe and successfully completed all remedial works to a high standard.
The Challenge
- Multiple attempts to contact the tenant via telephone were unsuccessful; access cards and letters posted through the letterbox received no response.
- On attendance, the bathroom ceiling had partially collapsed, exposing live electrical wiring – a serious health and safety risk.
- The tenant refused access, stating the works were unnecessary. It was clear the resident was particularly vulnerable, requiring a more sensitive and supportive approach.
Our Approach
We made multiple attempts to contact the tenant via phone and cold calls, and posted access cards through the letterbox. The case was escalated to the Housing Liaison Officer and a joint visit arranged to explain the risks and necessity of the works. We took time to understand and support the tenant, adapted works around their health needs, paused works when necessary to ensure comfort, and built trust through reassurance and clear communication until the tenant agreed to allow works to proceed.
Scope of Works
- Removal of unsafe ceiling materials
- Made exposed electrical installations safe
- Repair of water damaged areas
- Structural ceiling reinstatement
- New wall panels and finishes
- New sanitary fittings
- Decoration and finishing
- Final clean and handover
Our Project Delivery Process
Attempts to Contact
Multiple calls, cold visits and access cards posted through the letterbox.
Joint Visit
Coordinated visit with the Housing Liaison Officer to explain risks and works.
Access Agreed
Tenant agreed to allow works to proceed following reassurance.
Made Safe
Ceiling made safe, exposed wiring secured and the area stabilised.
Remedial Works
Full repair and refurbishment works carried out around the tenant's needs.
Quality Checks
Inspections completed to ensure all works met our high quality standards.
Completion
Final clean, handover — and the tenant very pleased with the outcome.
Outcome
- Emergency risks eliminated.
- Property made fully safe.
- Bathroom completely refurbished.
- Resident's wellbeing prioritised throughout.
- Excellent collaboration with the client.
- Tenant extremely satisfied.
Services Delivered
- Responsive Repairs
- Leak Investigations
- Health & Safety Management
- Refurbishment Works
- Resident Care
- Electrical Safety
- Quality Assurance
Why It Matters
This case demonstrates our commitment to resident-focused solutions, health & safety leadership and delivering high-quality works even in complex situations.
Safety first. People focused. Quality delivered.