24/7 support if you’re affected by fire safety compliance works


We’re pleased to announce a new health and wellbeing programme for our customers affected by fire safety compliance works such as cladding removal.


We understand the difficulties this situation is causing residents, and want you to know we believe your safety is about more than just the building you live in.

What services are included?

Our free support programme can be used in 3 different ways, depending on what works best for you:

1. 24/7 helpline staffed by mental health professionals

The telephone helpline offers practical information and support including:

  • Unlimited counselling and emotional support
  • Tax information
  • Money management and debt support
  • Personal legal information including property, landlord and immigration
  • Bereavement support and related legal information
  • Medical information about topics such as Covid-19 vaccines and medications (Monday to Friday, 9am – 5pm only).

This confidential helpline is available 24 hours a day, 7 days a week and is staffed by qualified counsellors and legal advisors who can support you with your worries – big or small.

2. My Healthy Advantage mobile app

The My Healthy Advantage smartphone app offers a set of wellbeing tools that are designed to improve your mental and physical health by allowing you to set goals, complete meaningful activities and track your progress. The app’s resources include:

  • Mood trackers
  • Mini health checks
  • Quit smoking support
  • 4-week health and wellbeing plans
  • Practical solutions and tips
  • Videos, podcasts and articles

3. Health and wellbeing portal

The health and wellbeing portal gives you access to extensive wellbeing support including:

  • Home life support and advice
  • Work life assistance
  • 4-week wellbeing challenges
  • Financial assessment calculators
  • Health trackers and fitness advice
  • Wellbeing videos, webinars and articles

Together, the helpline, app and portal can help you resolve and manage issues that may be impacting your mental, financial, social and physical wellbeing.

Why are we offering this support?

Many of our customers have been under significant stress for some time, since building safety was brought to everyone’s attention after the tragic Grenfell fire in 2017. The fire safety works needed following this tragedy mean that many people are unable to sell or remortgage their properties until the work is complete. With thousands of buildings affected nationally this is likely to take some time. The UK Cladding Action Group (UKCAG) mental health report 2020 found that 23% of respondents reported having suicidal feelings or a desire to self-harm. We don’t underestimate the impact this unprecedented situation is having on our residents and we want to do everything we can to support you.

What about other customers?

At the moment we’re piloting this programme with our customers who are affected by our fire safety compliance programme. If you don’t live in one of our affected buildings, we offer general financial support and advice via our tenancy sustainment officers, and mental health support through an online mental health community. Simply contact us to find out more about these financial and emotional support services.

How do I access the programme?

If you are living in a building affected by fire safety compliance works and would like to access our health and wellbeing programme, simply contact us and we’ll give you  all the information you need to access the helpline and online portal. Your immediate family members can also use the programme.

More about building safety

We have a dedicated section on our website about building safety, including frequently asked questions about building surveys and inspections, fire risk assessments, EWS1 forms, remortgaging and selling, and costs and funding.

You can find out about the building and fire safety story so far ,new guidance for lenders about fire safety checks and the government’s latest fire safety remediation funding announcement via our customer newsroom.