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Major incident workflow

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Immediate actions

Notification of incident
Check if the emergency services have been notified
Inform appropriate Executive Director or Director about incident
Call in the Housing Incident Management Team
Authorise set-up and use of the Incident Command Centre
Ensure a log of all information received, calls made/received and any actions requested
Ensure all responding staff keep a personal log of their actions
Liaise with lead responding agency (emergency services) to obtain further information
Ensure a record of resources requested/allocated is kept

Ongoing actions

Ensure any media requests are channelled to the Communications Team
Continue to monitor the incident and action as necessary
Maintain contact with emergency services and internal departments
Take into consideration longer term requirements/resources, if applicable
0–1 hour after incident
Brief Housing Incident Management Team and allocate duties
Liaise with responding organisations in relation to any request for resources/information
0–4 hours after incident
Consider health and safety and carry out dynamic risk assessments for staff working on the ground
Attend the site at the earliest opportunity to assess the damage
Inform other stakeholders
4–8 hours after incident
Assess decanting options for affected households, including temporary move to:
  • local friends and family
  • emergency accommodation
  • any voids in our stock
  • Hotels/B&Bs (if practical and necessary)
One day after incident
If appropriate, contact insurer/loss adjustor to attend at the earliest opportunity. Confirm with insurance company.
Arrange to secure affected properties either by use of existing door locks or by boarding of doors and windows by emergency trades (if necessary and safe to do so)
End of incident
On all-clear from emergency services, notify all interested parties that the incident has been stood down
Procure the works, with the insurance company's approval
Ensure all incident log sheets, personal log sheets and other information are collected and secured in a safe place
Arrange date or raise request for post-incident debrief/lessons learned

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Housing Incident Management Team

Julie Doyle Group Chief Executive 07766 518 835
Bernadette Farrell Director of Care and Support, Older Persons 07974 264 321
Robert Griffiths Deputy Chief Executive and Chief Financial Officer 07919 321 074
Sharon Guest Executive Director of Housing Services 07792 349 048
Marcus Keys Executive Director of Growth and Development 07973 495 354
Deborah Latham Director of Care and Support, Specialist Services 07918 941 218
Louise Platt Executive Director of Care and Business Partnerships 07483 165 917
Mark Rogers Director of Assets and Property Services 07712 659 155
Lynn Stubbs Executive Director of People and Performance 07880 505 001
Craig Taylor Director of Housing Services 07712 659 173

Housing Incident Management Team successors

Helen Bexley Asset Investment Manager 07974 078 765
Jennifer Coatsworth Housing Services Manager 07425 620 496
Rachael Dobson Head of Housing Services 07920 151 679
Sarah Gregory Property Compliance Manager 07710 710 041
Phil Ison Head of Repairs 07718 627 636
Thomas Purdy Gas and Electrical Compliance Manager 07540 126 215
Paul Veni Head of Planned Works 07740 406 550

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