Emergencies such as fires are unsettling in any context, but in later living communities, it is crucial that the managing agent coordinates an effective response catered to the residents living within the community. Often, you are more likely to have vulnerable residents living in later living developments who may have mobility challenges or underlying health conditions. This means that an organised and well-communicated response is absolutely vital.
At FirstPort, we manage over 1,000 later living developments across the country. Two recent emergency incidents, both involving fires, reinforced just how critical it is to combine practical safety measures with effective aftercare.
Case Study 1:
During an unusually hot day in July, a large fire broke out at a development of terraced bungalows. The suspected cause was an electric bike left in the sun.
The on-site Development Manager immediately acted, carrying out a door-to-door check to ensure every resident was safe. Residents were moved to the communal area, and for those unable to return home, temporary accommodation was quickly arranged.
Behind the scenes, the local property management team coordinated with insurers, emergency services, and even other developments to secure short-term housing. They kept residents and families updated, and stayed late into the night to support the fire service and to ensure the building was secured before leaving.
In the days following, displaced residents were checked on regularly, damage was assessed by surveyors, and alternative homes were arranged where needed. This included serviced apartments for some residents whose homes were affected. The fire service also visited to reassure residents and explain how existing fire safety measures had worked exactly as intended to prevent the spread of the fire, offering residents guidance and advice on fire safety measures.
FirstPort Property Manager Elaine McKeown said:
“During what was a frightening event for our residents, what stood out the most was the community support and collaboration. Residents, staff and the emergency services all came together to support one another, and there was a willingness to help from everyone. As the local property management team, we were on site to support residents when they needed it and trusted to manage the process. This type of incident also showed the importance of good communication, which helped to make sure residents felt safe and cared for.”
Following the incident, a resident said:
“Our Development Manager Sarah’s skills at this time made this terrible event more bearable and helped to calm and support throughout this time. Elaine, the Property Manager, attended whilst on annual leave, and also contributed to a sense of calm.”
Case Study 2:
In another incident, a resident raised the alarm after smelling smoke in their apartment block. The fire service was called immediately, and the Development Manager, who was off duty at the time, arrived on site within 15 minutes.
All residents were safely evacuated, and vulnerable individuals were noted and prioritised in liaison with the fire service. While residents waited outside, additional staff attended to offer support and reassurance.
The following day, a fire safety officer reviewed the incident, confirming that previous fire prevention work had been effective in stopping the fire from spreading.
A residents’ meeting was held soon after to address concerns about evacuation procedures. Positive feedback confirmed that the local team’s approach had been reassuring to our residents.
FirstPort Associate Director Martin Doyle said:
“I am incredibly proud of the swift and coordinated response from our team during the recent incident.
“Our priority has always been the safety and wellbeing of our residents, and it is heartening to see that the fire prevention measures we implemented not only prevented the fire from spreading but also reassured our community.
“The positive feedback from residents highlights the importance of preparedness, clear communication, and compassionate support in maintaining a safe and secure living environment for everyone.”
Key takeaways
A coordinated and compassionate response to emergencies in later living communities not only protects residents from harm but also reassures them and their families that they are safe and supported.
From these cases, several key principles stand out:
- Immediate action: having skilled colleagues on hand (or able to attend quickly) ensures residents’ safety and confidence during an incident.
- Clear communication: keeping residents and their families informed reduces anxiety and builds trust.
- Strong partnerships: working closely with emergency services, insurers, freeholders, and even other local developments enables quick solutions for displaced residents.
- Aftercare: the emotional impact of a fire can be just as significant as the physical damage. Follow-up visits, reassurance, and practical support make a difference for residents.
These examples show that with the right team, effective safety measures, and good communication, even the most challenging situations across later living communities can be managed safely and sensitively.
