Health & safety
Keeping your home safe is our top priority. This page explains how we manage fire safety, gas safety, and safety checks to protect residents, maintain compliance with legal standards, and ensure your home remains secure and well-maintained.
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Fire safety
We are committed to ensuring that all our residents live in safe and secure homes. This section explains how we manage fire safety, what to expect from evacuation procedures, and how to get support if you need it.
Evacuation plan
All our buildings follow a Stay Put evacuation strategy unless you have been told otherwise. This means that if a fire occurs in the communal area of your building or another resident’s home, please remain in your home and await further instructions. However, in the event of a fire in your home, please evacuate immediately.
We will update residents if the evacuation plan for any building changes. Residents can raise any questions and concerns about fire or building safety (including if they require assistance during an evacuation) by emailing their Customer Advisor, contacting them through the resident portal, via email or discussing issues during resident engagement meetings.
Fire safety checks
These checks are carried out regularly to ensure all fire safety measures in your building are effective and compliant.
- Communal cross-corridor fire doors: Checked quarterly for compliance.
- Fire-fighting lifts: Checked quarterly to ensure they are fit for purpose.
- Fire Risk Assessments (FRAs): Annual surveys of all communal areas to ensure compliance and address any fire safety concerns.
- Front entrance fire doors: Checked annually to ensure compliance.
Support for residents
If you or someone in your household requires help to evacuate, please get in touch with your customer advisor.
Fire safety in your home
Residents can help by:
- Testing smoke alarms.
- Keeping communal areas and escape routes clear - no doormats!
- Not storing items on balconies or in communal corridors.
- Reporting fire hazards or safety concerns promptly.
- Ensure all residents know what they need to do in the event of a fire in the building.
- Determine if residents may need a Person-Centred Fire Risk Assessment (PCFRA) to be carried out.
- Maintain and improve the safety of residents and their homes.
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Gas safety
We are committed to maintaining the highest standards of gas safety in all our homes. This section explains how we keep gas boilers safe, what to expect from annual checks, and how to get support if you notice a problem.
Gas safety checks
- All properties with a gas boiler have an annual gas safety check carried out by a Gas Safe registered engineer.
- Residents will receive a copy of the certification as part of their welcome pack. Your Maintenance Controller can provide an annual certificate upon request.
- These checks ensure that boilers continue to be safe to use and meet legal requirements.
Reporting a gas issue
If you smell gas or suspect a gas leak:
- Do not turn electrical switches on or off.
- Open windows and doors to ventilate the area.
- Leave the property immediately.
- Call the National Gas Emergency Service on 0800 111 999 (available 24/7)
- Notify your Maintenance Controller at Touchstone as soon as possible.
If you notice a problem with a gas appliance (e.g. your boiler or cooker) report it immediately so we can arrange a qualified engineer to inspect it.
Resident responsibilities
You can help maintain gas safety by:
- Allowing access for annual gas safety checks and any necessary maintenance.
- Reporting any smells of gas or suspected leaks immediately.
- Following the manufacturer’s guidance on the safe use of appliances.
Additional support
If you have any concerns about your gas appliances or need assistance, contact your Customer Advisor.
Safety and compliance checks
We carry out a range of safety and compliance checks across our portfolio to ensure homes are safe, secure, and well-maintained. This section outlines the key inspections and tests you can expect.
Electrical safety
- A full electrical safety test is carried out every 5 years on the wiring, sockets and fuse boxes.
- Any necessary remedial works are completed following annual inspection.
Gas safety (where applicable)
- Annual gas safety checks are carried out.
- Residents receive a copy of the certification as part of their welcome pack.
Damp and mould works
- Properties are visually checked during annual inspections and when empty.
- Damp and mould concerns are managed according to our damp and mould policy, with all actions tracked and monitored.
- If you notice any signs of damp or mould in your home, please notify your Maintenance Controller as soon as possible. For more information, you can also refer to the damp and mould section in our sustainability page.
Smoke and CO² detectors
- Visually checked during annual inspections or gas safety checks.
- Residents should test detectors annually by pressing the test button.
- Detectors are serviced and left in good working order.
Health and Safety Rating System (HHSRS)
- Assessed during the annual inspection.
- Properties are free from Category 1 hazards.
- Properties are weather tight, free from damp, and have hot water and heating.
- Gas and electric meters are maintained in working order.
Energy Performance Certificate (EPC)
- EPC certificate is renewed every 10 years.
- Properties are re-surveyed and updated when they expire.
Annual property inspection
- Annual property survey: all residents' homes are surveyed by our inspections team once a year.
- Estate surveys: conducted quarterly to assess block, communal, and estate areas, including standard health and safety checks.
- All appliances (where applicable) are PAT tested at check-in of new residents.
General Risk Assessments (GRA)
- An annual assessment is conducted in communal areas to identify and mitigate potential risks.
Major works and maintenance
- Internal communal decorations are carried out on a 7 to 10 year cycle.
- Lifecycle replacements are planned to maintain decency and ensure items remain in serviceable condition.
- Internal surveys of empty properties are carried out to maintain up-to-date records of property conditions.
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Other ways we can help
Policies and guides
Our Policies and Guides page provides residents with easy access to important policies, and helpful resources. Explore the information here to stay informed.
Customer surveys
Residents’ feedback helps shape the services we provide, from repairs to complaints. By listening to their views, we can continually improve and make life at Dolphin Living better for everyone.
Complaints process
Learn how to make a complaint and how we respond promptly to ensure issues are addressed fairly and effectively.
Tenancy and rent
Find essential information about your tenancy, rent payments, and the support available if you fall behind
Sustainability
Learn practical tips and guidance to help make your home more energy-efficient, eco-friendly, and sustainable.
We're here for you
If you have any questions or need assistance, don't hesitate to reach out. Your comfort and satisfaction are our top priorities.
