The blueprint for safer living, with BSI

by Breaking NewsSafety

Anne Hayes, Director of Sectors and Standards Development at BSI, discusses the key updates in BS 9991:2024 and their impact on residential fire safety 

The British Standards Institution (BSI) has unveiled the much-anticipated BS 9991:2024, an updated voluntary code of good practice for fire safety in the design, management and use of residential buildings. This revision, which supersedes the 2015 edition, introduces comprehensive guidance that reflects the latest industry evidence and addresses evolving safety requirements.  

Developed through extensive consultation with over 1,800 stakeholder comments, this updated standard aims to enhance fire safety, improve trust and align with regulations across the UK. This discussion will explore how BS 9991:2024 supports improved fire safety outcomes for occupants, property and regulatory bodies alike. 

To learn more about the revised standard, its updates and its implications, we speak to I’m Anne Hayes, Director of Sectors and Standards Development at BSI, the UK’s national standards body. 

What is the British Standards Institution and what is its role in the development of standards like BS 9991? 

BSI is responsible for developing and publishing standards that help organisations ensure quality, safety and efficiency across a wide range of industries and sectors including construction, engineering, healthcare and fire safety. 

BSI brings together industry experts, stakeholders and professionals to develop comprehensive standards. For the updated code of practice for fire safety in the design, management and use of residential buildings (BS 9991), this involved a wide range of experts, including fire safety experts and officers, engineers, architects and designers and representatives from regulatory and enforcement bodies.

BSI leads this process to ensure that the standard is technically robust, aligned with legal requirements and applicable to the real-world needs of the industry. The end result is a consensus led document setting out agreed good practice. 

What is BS 9991 and why is it an important standard for fire safety in residential buildings? 

Fire safety in the design, management and use of residential buildings – Code of practice (BS 9991) offers detailed guidance on how to achieve fire safety in residential buildings. First published in 2011, it’s become a primary reference for implementing fire protection measures, protecting lives and minimising property damage during a fire. 

The standard provides recommendations and guidance on the provision of measures to control or mitigate the effects of fire. The standard has also been designed to provide a level of protection for property and businesses, that is typically not coved in our national building regulations, against the impact of a fire in close proximity, either in residential buildings or those within the same building or building complex. 

Why was it necessary to revise BS 9991 now and how does this fit into the broader process of updating British Standards? 

The updated guidance was published by BSI in November 2024. These revisions were underway ahead of the Grenfell Tower Inquiry Phase 2 Final Report publication in September 2024 as part of the normal process of updating and revising standards.

While the Report did not make any specific recommendations for changes to BS 9991, the tragedy has of course brought the issue of building safety into focus and re-emphasised the importance of comprehensive and up-to-date building safety and standards.  

We will consider HMG’s official response to the recommendations made in the Final report for any impact on BS 9991 Our thoughts continue to be with the victims, their families and all those affected by what happened. 

What are the most important changes introduced in the 2024 version of BS 9991? 

The 2024 update brings some major changes, reflecting the growing complexity of modern buildings and the evolving understanding of fire behaviour, materials and systems. Key updates include: 

Expanded scope: Residential care homes are now included, addressing their unique fire safety challenges and evacuation needs. 

Timber exclusions removed: The standard now reflects new evidence on the use of mass timber in medium- and high-rise buildings, removing earlier exclusions on timber for certain structural elements. 

Updated guidance for sprinklers and single-stair buildings: The revision includes a new height limit for single-stair buildings and updates to sprinkler installation guidelines and the removal of water mist. 

European fire door classifications: National fire door classifications have been replaced with European standards, ensuring better consistency and reliability. 

Improved smoke control and evacuation lifts: Enhanced guidance for smoke control systems and evacuation lifts, making tall buildings safer during fire emergencies. 

Revised recommendations for ancillary areas and external walls: Updates to safety practices around kitchens, ancillary areas and external wall systems. 

Could you explain how stakeholder feedback shaped the final document?  

The development of this standard followed normal processes and procedures. However, the public consultation gave rise to an exceptionally high number of comments (1866 in total), all of which had to be individually considered and debated by a panel of over 30 technical experts. Some topics needed to be revisited over time to ensure that the recommendations remained in alignment with new legislation.  

An additional technical review was then undertaken, over and above the due diligence reviews required under BSI’s governance rules. This took extra time but was considered necessary in the light of the size and complexity of the standard. 
 

As part of the comment resolution process, a review was undertaken of the evidence supporting the use of fixed firefighting systems (including water mist) as mitigations for various scenarios. This review found that while there was an extensive body of evidence in support of the efficacy of sprinklers, the evidence for other suppression systems was limited.  

How does BS 9991 serve professionals working in different regions of the UK? 

England, Wales, Northern Ireland and Scotland all have their own Building Regulations, each of which are supported by a separate set of statutory guidance (Approved Document B, Technical Booklet E and Technical Handbook 2 respectively cover fire safety).

BS 9991 is drafted in such a way that it can be used in any of the four jurisdictions, thus simplifying matters for professionals because they can use the same standard regardless of where in the UK they are working. 

What challenges do you foresee in implementing the updated recommendations? 

British Standards are voluntary, consensus based, documents outlining good practice and therefore they aren’t typically applied retrospectively. Residential buildings do not need to be amended solely to meet the recommendations of BS 9991:2024, which has been developed primarily with new buildings in mind, including alterations, extensions and modifications for a material change of use. 

Regulatory Bodies, such as the Building Safety Regulator and the National Fire Chiefs Council (NFCC), which represents all Fire and Rescue Services in the UK, were actively involved in all stages of BS 9991:2024’s development.

They continue to be involved with the work of the BSI technical committee responsible for BS 9991:2024, FSH/14 Fire Precautions in Buildings and will, along with the other technical experts and the professional bodies they represent, work with BSI to ensure industry and society understand the vital role British Standards play and facilitate the sharing of technical knowledge and real-world experiences as the standard is used.  

What message would you like to share with the fire and safety sector about BS 9991:2024? 

The release of BS 9991:2024 marks a significant milestone in enhancing fire safety in residential buildings. As professionals in the fire and safety sector, it’s crucial that we fully understand and implement the latest best practice guidelines provided by this standard to ensure that our built environments are as safe as possible for residents.

The updated standard offers clear and comprehensive measures to address fire risks, focusing on both passive and active fire protection systems, alongside detailed provisions for escape routes and compartmentation. 

BS 9991:2024 reinforces the need for robust fire safety planning throughout a building’s life cycle—from design and construction to maintenance. By adhering to these updated guidelines, we can better ensure that residential buildings not only meet regulatory compliance but also reflect best practices in fire safety management, ultimately reducing risks and saving lives.  

This article was originally published in the March 2025 issue of International Fire & Safety Journal – to read your FREE digital copy, click here.

NFCC Protection Conference 2025 examines fire safety policy changes

by Associations and OrganisationsEventsFeatured News

Government outlines fire safety reforms at NFCC event

The National Fire Chiefs Council (NFCC) hosted its Protection Conference 2025 at the Crowne Plaza in Stratford-upon-Avon, where around 150 fire and rescue professionals gathered to discuss ongoing fire safety reforms.

NFCC Protection Lead Dave Russel opened the event, addressing what he described as a “dust storm” of changes impacting fire safety policy.

He highlighted the need to maintain core Protection services while ensuring alignment with Prevention and Response.

Representatives from the Home Office and the Ministry of Housing, Communities and Local Government (MHCLG) provided updates on fire safety responsibilities, including the transition of key functions to MHCLG, the government’s position on Residential Personal Emergency Evacuation Plans (PEEPs), and the regulation of fire risk assessors.

The rollout of the Fire and Rescue Data and Performance (FARDAP) system was also discussed.

Fire safety sector debates regulation and funding

Discussions at the conference focused on regulatory strengthening, remediation guidance, and the financial sustainability of fire safety reforms.

Government representatives reiterated their commitment to placing residents at the centre of policy changes, with an emphasis on ensuring fire services have adequate resources to implement new requirements effectively.

NFCC leaders spoke about the importance of organisational learning and workforce competence, calling for risk-based interventions to be prioritised.

The conference also examined the balance between high-rise and high-risk considerations, as well as updates on fire safety inspection and enforcement practices.

HMICFRS reports on fire protection improvements

Delegates heard from His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) on progress in the Protection sector since the first round of inspections in 2018.

While improvements were noted in consistency and staffing levels, challenges remain in training and operational capacity.

Sessions explored how fire services can meet evolving standards, with particular focus on the implementation of the Protection Fire Standard and the delivery of PEEPs in residential buildings.

NFCC calls for collaboration across fire safety sector

With ongoing policy changes and scrutiny on fire safety, NFCC leaders stressed the need for collaboration between government, fire services, and industry stakeholders.

The organisation reaffirmed its commitment to ensuring that fire protection remains effective amid reforms.

NFCC stated that maintaining safety standards while adapting to legislative changes is a priority for fire and rescue services.

The event concluded with discussions on how the sector can continue to improve risk management and workforce capability.

NFCC Protection Conference 2025 examines fire safety policy changes: Summary

The National Fire Chiefs Council (NFCC) hosted its Protection Conference 2025 in Stratford-upon-Avon, where fire and rescue professionals discussed ongoing fire safety reforms.

NFCC Protection Lead Dave Russel highlighted the challenges of adapting to policy changes while maintaining Protection services.

Government representatives from the Home Office and the Ministry of Housing, Communities and Local Government (MHCLG) provided updates on regulatory transitions, PEEPs, fire risk assessor regulation, and the rollout of the Fire and Rescue Data and Performance (FARDAP) system.

Discussions covered funding concerns, fire safety enforcement, and regulatory strengthening.

His Majesty’s Inspectorate of Constabulary and Fire & Rescue Services (HMICFRS) reported improvements in staffing and consistency but noted ongoing challenges in training and capacity.

The conference concluded with calls for greater collaboration between government, fire services, and industry stakeholders to support the implementation of fire safety reforms.

Surge in demand for Category 3 Control fire performance cables makes sense, says AEI Cables

by Featured NewsProducts

Cable supplier, AEI Cables has announced their belief that the surge in demand for Category 3 Control fire performance cables used in critical situations can only help to meet safety compliance requirements.

The systems powered by these cables – including smoke and heat extraction systems – assist fire services in firefighting and a safe evacuation in the case of life safety.

AEI Cables has been highlighting the importance of following the technical guidance for the selection and installation of cables for Category 3 Control fire performance cables under the revised British Standard BS8519: 2020 Code of Practice.

These cables reduce harmful smoke, toxic gases and flame spread in the event of a real fire.

General Manager, AEI Cables, Stuart Dover’s statement

Stuart Dover, General Manager of AEI Cables, said: “We are seeing quite an increase in demand for Category 3 Control cables and perhaps the information to use these cables for a specific safety reason is getting through to the supply chain.

“There can be no compromise when it comes to the selection of cables for these critical applications. We offer our comprehensive range of Category 3 Control backed up with our technical support and guidance for these specific uses.”

Category 3 Control fire guidance

The guidance for Category 3 Control fire performance cables applies to evacuation alarms for the disabled in care homes, emergency voice communications systems and voice alarm systems in relevant buildings including tall buildings, office spaces, hospitals, shopping malls and stadia.

AEI Cables’ Firetec Enhanced cabling has been approved and certified by LPCB to BS8519 (Annex B), Category 3 Control in addition to Category 2 Control.

The BS Code of Practice under BS8519 contains six categories of cables, three for power cables and three for control cables each covering survival times of 30, 60 or 120 minutes.

AEI Cables say, the surge in demand for Category 3 Control fire performance cables makes sense: Summary

AEI Cables has discussed how they believe the increased demand for Category 3 Control fire performance cables used in critical situations can only help to meet safety compliance requirements.

Stuart Dover, General Manager of AEI Cables, said there can be no compromise when it comes to the selection of cables for these critical appliances.

Vietnam introduces new fire safety requirements for mixed-use buildings

by Featured NewsSafety

Additional fire safety measures for residential and commercial buildings

Vietnam has introduced new fire safety requirements for buildings used for both residential and commercial purposes, effective from 1 July 2024.

According to the 2024 Law on Fire Prevention, Fighting, and Rescue, these buildings must meet additional safety conditions beyond the general requirements for residential properties.

The law mandates the installation of sufficient fire warning and instruction signs.

It also requires solutions to prevent the spread of fire between residential and commercial spaces.

Fire safety obligations for high-risk commercial activities

For buildings involved in the production or sale of goods prone to fire and explosion, the law specifies further safety measures.

These buildings must install fire alarms, ventilation systems, and equipment to detect leaks of flammable gases.

Additionally, the law requires fireproofing of business and production areas to ensure they are separated from residential escape routes.

This measure aims to reduce the risk of fire spreading and improve the safety of occupants.

Electrical safety requirements for households and individuals

The law includes specific regulations for fire prevention related to electrical systems.

Individuals and households are required to install and use electrical systems that comply with technical and legal fire safety standards.

Regular inspections of electrical wires and equipment are also mandated.

Any faulty components must be repaired or replaced immediately to maintain fire safety compliance.

Support for fire prevention research and technology

The updated law introduces policies supporting organisations and individuals engaged in researching, applying, and transferring science and technology advancements related to fire prevention, firefighting, and rescue operations.

These measures are intended to encourage innovation and enhance fire safety across residential and commercial properties in Vietnam.

Vietnam introduces new fire safety requirements for mixed-use buildings: Summary

Vietnam has amended its fire safety regulations, introducing new requirements for buildings used for both residential and commercial purposes.

The 2024 Law on Fire Prevention, Fighting, and Rescue mandates the installation of fire warning signs and measures to prevent the spread of fire between different property uses.

Buildings handling flammable goods must install fire alarms, ventilation systems, and gas leak detection equipment.

Business and production areas must also be fireproofed from residential escape routes.

Households must ensure electrical systems meet fire safety standards, conduct regular inspections, and repair or replace faulty components.

The law also includes provisions to support research and technology development in fire prevention and firefighting.

These regulations take effect on 1 July 2024.

Fire safety campaign in Davao includes house-to-house inspections

by Featured NewsProjectsSafety

Bureau of Fire Protection implements Oplan Ligtas Pamayanan

The Bureau of Fire Protection (BFP) Davao City Fire District is carrying out house-to-house inspections as part of Oplan Ligtas Pamayanan.

The initiative involves firefighters identifying fire hazards and educating residents on safety measures.

Fire Senior Inspector Shaira E. Borja, chief of the Davao City Fire District Intelligence and Investigation Section, said the program is being implemented in all fire stations nationwide: “It’s part of the program that every fire station, not just in Davao City but across the entire Philippines, will conduct house-to-house campaigns on fire safety and prevention.”

Electrical issues identified as leading fire cause

Borja stated that electrical problems remain the primary cause of residential fires.

She highlighted the importance of awareness and preventive measures in reducing fire risks.

BFP officials advise residents to check their electrical wiring regularly and ensure compliance with safety standards.

Fire safety is a shared responsibility

Borja noted that fire safety and prevention efforts are not the sole responsibility of the BFP.

She stressed the need for community participation, saying that public awareness and cooperation are essential in reducing fire incidents.

The program encourages residents to report fire hazards and implement safety practices at home.

Nationwide implementation of house-to-house inspections

The house-to-house fire safety campaign is part of a broader national initiative.

BFP fire stations across the Philippines are conducting similar outreach programs to improve public awareness and preparedness.

Officials urge residents to take proactive steps in fire prevention and follow safety guidelines provided by authorities.

Fire safety campaign in Davao includes house-to-house inspections: Summary

The Bureau of Fire Protection Davao City Fire District is conducting house-to-house fire safety inspections under the Oplan Ligtas Pamayanan program.

Firefighters are identifying hazards and educating residents on fire prevention.

Fire Senior Inspector Shaira E. Borja said the initiative is being carried out nationwide.

Electrical issues remain the leading cause of residential fires, with officials advising residents to inspect wiring and follow safety measures.

Borja emphasised that fire safety is a shared responsibility between the BFP, stakeholders, and the public.

Authorities encourage residents to participate in safety efforts and report fire risks in their communities.

New fire safety laws introduce compliance challenges for organisations

by Featured NewsResearchSafety

Low awareness among professionals on fire safety law changes

WorkNest has reported that many organisations risk non-compliance with recent fire safety law changes, as over half of health and safety professionals are unclear on the details.

Polling conducted by WorkNest found that only 2% of respondents felt confident about the implications of the Building Safety Act 2022, which became fully effective in April 2024.

The amendments update Fire Risk Assessment (FRA) requirements, introduce ‘accountable’ and ‘competent’ person roles, and strengthen the authority of enforcement bodies.

Jeff Watkins, Head of Fire Safety at WorkNest, said: “These amendments follow on from the Grenfell Tower disaster’s Hackett Review, which also resulted in the Building Safety Act 2022.

“That Act has only been fully implemented for less than a year and those in the residential and construction industries particularly will have already been dedicating time and resources to it.

“However, there’s even more to be aware of now with regards to fire safety.”

Key fire safety amendments in the Building Safety Act 2022

The recent changes, introduced under Article 156 of the Building Safety Act 2022, modify FRA requirements and fire safety responsibilities.

The adjustments include clarifications on identifying and informing ‘Responsible Persons’ to improve coordination between stakeholders.

Full FRA documentation is now required instead of just a summary of significant findings.

Fire safety arrangements must include improved access to information for residents.

There is also a focus on the competence of fire risk assessors.

A new British standard is in draft form and is expected to be introduced this year to define the qualifications needed for conducting FRAs.

Building safety regulations introduce new construction requirements

The revisions include updates to Approved Document B (Fire Safety), affecting new developments.

New requirements mandate staircase, sprinkler, and lift shaft standards in all new buildings.

Additionally, the UK has adopted European standards for fire resistance materials, which will influence future construction projects.

These updates are intended to align fire safety regulations with modern construction practices and ensure that new developments meet stricter safety standards.

Government focus on fire safety reforms continues

WorkNest highlighted that fire safety remains a priority for the UK government, with ongoing regulatory developments.

Jeff Watkins added: “Fire safety is high on the Government agenda as it should be.

“We’re seeing new regulatory bodies being formed and an ongoing overhaul of legacy laws so it’s important that those in the building construction sector and all health and safety practitioners across the board keep on top of reforms.”

With new requirements affecting various sectors, businesses are urged to stay informed and update their fire safety protocols to ensure compliance.

New fire safety laws introduce compliance challenges for organisations: Summary

WorkNest has reported that organisations are at risk of non-compliance with recent fire safety law changes, with many health and safety professionals unclear on the amendments.

The Building Safety Act 2022, which came into full effect in April 2024, includes updates to Fire Risk Assessment requirements, introduces new responsible roles, and strengthens enforcement authorities.

Key changes under Article 156 include clearer definitions of ‘Responsible Persons,’ mandatory full FRA documentation, improved access to fire safety information for residents, and new competency requirements for fire risk assessors.

Updates to Approved Document B introduce new construction standards for staircases, sprinklers, lift shafts, and fire-resistant materials in all new developments.

The UK government continues to prioritise fire safety reform, with new regulatory bodies and further legislative changes expected.

WorkNest advises businesses in the residential and construction industries to stay informed and adapt their safety protocols accordingly.

LGA raises fire safety and resilience concerns in heat network regulation consultation

by Featured NewsSafety

Councils seek fire-safe and resilient heat network regulations

The Local Government Association (LGA) has responded to the government’s consultation on heat network regulation, highlighting concerns about fire safety, consumer protection, and the ability of councils to comply with multiple regulatory demands.

The LGA, which represents councils across England and Wales, supports the principle of consumer protection within heat network regulation but warns that any new rules must be realistic and achievable for local authorities already managing existing building safety requirements.

It stresses that fire safety must be a priority in heat network oversight to prevent the risk of unsafe infrastructure.

Social housing providers, which manage the majority of the UK’s heat networks, are already navigating stringent fire safety and building compliance regulations, including cladding remediation, the new requirements under Awaab’s Law, and wider building safety legislation.

The LGA warns that additional administrative burdens and financial pressures from heat network regulations could divert critical resources away from fire prevention and building safety improvements.

Impact on social housing and consumer protection

The LGA states that social housing providers already comply with regulations under the Regulator for Social Housing and urges that new heat network rules complement existing requirements rather than duplicating them.

It warns that unnecessary administrative costs could lead to poor outcomes for both the sector and residents.

Social housing providers, including local authorities and housing associations, manage approximately two-thirds of the UK’s heat networks.

Many of these networks suffer from inefficiencies due to poor design, development, and commissioning.

The LGA stresses that future regulations must reflect these operational realities to prevent increased costs for consumers.

Challenges for leaseholders and billing transparency

The LGA highlights concerns that many leaseholders experience high heating costs without a corresponding improvement in service or efficiency.

It calls for regulatory measures to ensure fair cost distribution and greater transparency in billing structures.

Billing accuracy is also a major issue, with problems such as incorrect meter readings and unclear billing practices leading to a loss of trust in heat networks.

While the proposed regulations reference metering requirements, the LGA argues that stronger standards are needed to ensure billing accuracy and transparency.

Financial strain and funding needs

The LGA warns that rising costs and increasing financial pressures are putting local authorities’ housing budgets at risk.

It calls for ringfenced funding to help councils implement the regulatory changes without impacting essential services or the development of new affordable housing.

It also advocates for a long-term financial settlement, including a minimum ten-year CPI+1% rent settlement and the reintroduction of rent convergence.

The LGA argues that additional funding beyond rent increases will be necessary to cover regulatory compliance, minimum energy efficiency standards, building safety measures, and Awaab’s Law, which mandates timely repairs for housing hazards.

LGA raises fire safety and resilience concerns in heat network regulation consultation: Summary

The Local Government Association (LGA) has submitted its response to the government’s consultation on heat network regulation, supporting consumer protection measures but warning against excessive regulatory costs.

It highlights the need for regulations to align with existing compliance requirements for social housing rather than adding administrative burdens.

The LGA emphasises that social housing providers manage the majority of the UK’s heat networks, many of which face efficiency and reliability challenges.

It calls for transparent billing, fair cost distribution, and stronger metering requirements.

Financial concerns are a key issue, with councils already facing rising costs and budget pressures.

The LGA advocates for dedicated funding to support the implementation of new regulations and urges a long-term financial settlement to sustain housing budgets.

It also calls for clearer communication and engagement with housing providers as the regulatory framework develops.

In addition, the LGA stresses that heat network regulation must align with fire safety and building safety standards to prevent unsafe infrastructure and ensure resources are not diverted from critical fire protection measures.

Tribunal orders fire safety works for Paddington residential block

by ConstructionFeatured NewsSafety

Tribunal ruling mandates remediation at 5 Praed Street

A judge has ruled that fire safety works must be completed within 19 months at a Paddington residential block with combustible cladding.

Behbehani Middle East Trading Company, the Kuwait-incorporated owner of 5 Praed Street, must replace the cladding and address other safety concerns following a tribunal case brought by Westminster City Council.

The tribunal ruling requires the company to conduct a fire door survey, upgrade fire detection systems, and install wayfinding signage.

The building, which is currently unoccupied due to safety concerns, must undergo these works by October 2026.

Westminster council pursued tribunal action over delays

Westminster City Council initiated legal action to ensure the necessary fire safety improvements were completed.

Although no residents currently occupy the building, the council argued that the ongoing fire risks required urgent action.

Additionally, officials highlighted the need for more housing in London, pushing for the property’s return to residential use.

Following the Grenfell Tower fire in 2017, Westminster requested that owners of buildings over 18 metres tall confirm whether they contained ACM cladding. 5 Praed Street was among those identified.

Lack of government funding delayed remediation efforts

When the presence of ACM cladding was confirmed, the building was being used for overseas student accommodation.

The premises were vacated while the freeholder considered remediation options.

Because the property is classified as a commercial building, it did not qualify for government funding allocated for the removal of unsafe cladding from residential high-rises.

The council issued a hazard awareness notice in October 2019, followed by a prohibition order nearly three years later.

This prevented the building from being occupied until all safety risks were addressed.

Deadline set for completion of fire safety works

The tribunal has now issued a formal order requiring Behbehani Middle East Trading Company to complete all necessary remediation work by October 2026.

Cllr Aicha Less, Westminster’s cabinet member for public protection and licensing, said: “The safety of buildings is a primary concern. We welcome the decision of Judge Carr to make a remediation order at 5 Praed Street, ensuring that the unsafe cladding will be removed, and vital accommodation will be brought back into use.”

Behbehani Middle East Trading Company was contacted by London News Online for comment.

Tribunal orders fire safety works for Paddington residential block: Summary

A tribunal has ruled that Behbehani Middle East Trading Company must complete fire safety remediation at 5 Praed Street, Paddington, by October 2026.

The order follows Westminster City Council’s legal action to address delays in removing combustible cladding and implementing safety measures.

The property has been unoccupied since 2017, when ACM cladding was identified.

The council initially issued a hazard awareness notice in 2019 and later a prohibition order.

The building did not qualify for government safety funding due to its commercial status.

The tribunal ruling requires the company to replace the cladding, conduct a fire door survey, install wayfinding signage, and upgrade fire detection systems.

The council has welcomed the decision, citing both safety concerns and housing demand.

AI-powered analysis updates Churches Fire & Security’s customer service

by AI & Deep LearningFeatured NewsProjects

Churches Fire & Security, the fully integrated fire safety company from the UK, has successfully updated its customer service operations through the Sabio Group‘s AI-powered analysis programme.

The company partnered with digital customer experience (CX) transformation specialists Sabio Group to conduct an Intent Capture & Analysis (IC&A) process, analysing over 25,000 customer calls to identify key pain points and improvement opportunities. 

AI analysis

The analysis unveiled that 17% of all incoming calls, more than 16,000 annually, were simply requests to test fire alarms, representing the most common reason for customer contact.

This revelation has since prompted Churches to develop automated customer journeys through their online portal, potentially freeing up thousands of hours of customer service time.

CEO, Churches Fire & Security, Charlie Haynes’ statement

In a recently published case study, Charlie Haynes, CEO of Churches Fire & Security, emphasised the strategic importance of the IC&A project.

He said: “As a business, we have an increased focus on self-service and operational efficiency whilst maintaining customer experience.

“The nature of our very business means that it is crucial for us to understand our customers’ needs and streamline our processes accordingly.

“The IC&A solution has been a game-changer for us. The insights we gained have allowed us to make data-driven decisions, prioritise automation efforts and ultimately improve the experience for both our customers and employees.” 

Head of AI Solutions, Sabio, Kevin McGachy’s statement

Kevin McGachy, Head of AI Solutions at Sabio, said: “ The success of this initiative highlights how organisations can approach customer service transformation, demonstrating the value of data-driven decision-making in improving operational efficiency while maintaining service quality.”

The IC&A, which forms part of a larger three-phase transformation programme, has already led to several strategic improvements.

Rather than investing in an entirely new customer service infrastructure, Churches Fire & Security opted for a more targeted approach based on actual customer interaction data. 

The company is now implementing various automation initiatives, including a PCI-compliant payment system integrated with their telephony infrastructure, after discovering that billing and invoice payments were the second most common reason for customer contact. 

AI-powered analysis programme by Sabio improves Churches customer service: Summary

Churches Fire & Security has chosen to update their customer service operations with Sabio Group’s AI-powered analysis programme.

Charlie Haynes, CEO of Churches said that the solution has been a gamechanger.




West Sussex Fire & Rescue Service named care groups Primary Authority

by Featured News

West Sussex Fire & Rescue Service (WSFRS), has been appointed as the Primary Authority for Pilgrims’ Friend Society, helping provide key fire safety advice and guidance.

The new partnership will see WSFRS provide advice on fire safety regulations for the care provider, providing a single point of contact and advice to help ensure compliance with legislation across their portfolio of supported living properties and care homes.

Primary Authority Schemes are designed to give businesses greater confidence and consistency to reduce the risk of contravening legislation by having a single point of contact to work with.

Area Manager for Protection Dave Bray, Group Manager Steve Buchanan-Lee and Station Manager Abi Link attended a ceremony at the society’s Koinonia Christian Care Home in Worthing, where they were joined by White Watch Worthing to sign the new partnership and meet residents living at the home.

The new partnership comes after WSFRS embarked upon its first Primary Authority Scheme with Churchill Retirement Living in March 2023.

Area Manager for Protection, West Sussex Fire & Rescue Service, Dave Bray’s statement

Dave Bray said: “I am really pleased to be working as part of this partnership with Pilgrims’ Friend Society to help ensure their high levels of fire safety are maintained across their portfolio of care homes and supported living premises within the country.

“Fire safety regulations for multi-occupied residential buildings have changed enormously since the tragic events of the Grenfell Tower fire, and WSFRS is already busy working to implement the recommendations of the Phase 2 Report published last year.

New legislation can sometimes be difficult to interpret and implement, which is why Primary Authority Schemes are such an effective method of helping organisations implement effective measures to ensure they remain compliant with fire safety legislation across their whole company, rather than piecemeal across different counties.

We are now the single point of contact for all of Pilgrims’ Friend Society’s properties within West Sussex and beyond, offering consistent and accurate advice and guidance to ensure the safety of all of their residents.”

Assistant Director of Operations- Commissioning, Pilgrims’ Friend Society, Neal Shelton Green’s statement

Neal Shelton Green, Assistant Director of Operations – Commissioning, at Pilgrims’ Friend Society, said: “The family members and staff of Koinonia Christian Care Home were delighted to welcome representatives of Pilgrims’ Friend Society and West Sussex Fire & Rescue Service’s fire safety team into their home.

An event was held to recognise the signing of the Primary Fire Authority agreement which promotes fire safety across twenty care homes and housing schemes in the charity.

The visit included a wonderful opportunity for Koinonia family members and staff to speak with members of Worthing Fire Station over refreshments.”

Pilgrims’ Friend Society partner with WSFRS to make them Primary Authority: Summary

The West Sussex Fire & Rescue Service has been appointed as Primary Authority by Pilgrims’ Friend Society, helping to offer advice and to become a main point of contact for the care group.