Franklands Park fire update: Supporting our customers and taking action

Subject: Solar panel removal and new proposal

We’re writing to update you on the progress of the solar panel works at Franklands Park and to share an important update that we’d like to discuss with you.

Although this letter is aimed at residents with panels fitted to their roofs, we’re committed to maintaining strong communications across the whole estate. For those residents who do not have solar panels fitted, you do not need to take any action.

As you know, our priority over the past week has been to act quickly in response to resident concerns. We’re pleased to let you know that we have now completed the full decommissioning of the systems across the estate apart from those properties where access hasn’t been possible. If you are still waiting for your solar panel to be decommissioned, please contact NRT Group on 01737 355776.

We are now preparing for the next phase: the safe removal of the panels themselves. As previously outlined, we are committed to progressing this removal without delay. Scaffolding will begin to be erected from Monday 26^th May and we will start by working on blocks of flats. We will continue working through the programme at pace.

A new opportunity 

While we remain focused on progressing removal as planned, some residents have shared valuable feedback about what happens next and how removal alone may affect homes’ energy efficiency, long-term costs, or visual impact.

In response to that feedback and by assessing the roofs during decommissioning works, we are now proposing to take the opportunity to refit new, modern solar panels to homes during the same programme of work, rather than returning to this discussion at a future date. This will give us the opportunity to install new panels to a modern specification.

Why now?

We’ve heard from residents who are concerned about:

• Rising electricity bills
• Losing access to renewable energy
• A possible impact on the value or appearance of their home

In many cases, the panels are integrated into the roof construction and so removing them would require significant additional roofing work to keep the properties watertight. That’s partly why we’re suggesting that we also fit new solar panels immediately after removal, while scaffolding is up, and access is in place. Installing new panels will not delay the removal of the current solar panels.

This avoids repeat disruption and delivers a solution faster - one that supports your energy efficiency and household affordability.

We understand you may be concerned

We also know that some residents remain uncertain about solar technology, especially given recent events and speculation regarding the source of the fire. Solar panels in themselves are not a dangerous technology. They are installed up and down the country and are often a key planning requirement for new developments as the Government seeks to achieve its net zero targets. In addition to this, solar panel technology has advanced significantly in the time since the existing panels were installed, and please be assured:

• You will receive the full specification of the new panels being installed
• A commissioning certificate will confirm each system meets installation and safety standards, which you will be sent
• Systems will include the latest remote monitoring technology to notify Accent on the performance of the solar panels
• A long-term, cyclical maintenance plan will be put in place for our rented properties and blocks of flats (which may include shared owners) to ensure ongoing checks are undertaken and care of the panels. For shared owners in houses, the ongoing maintenance will remain your responsibility.

You still have a choice

If you feel strongly that you do not want solar panels refitted to your home, you can speak to us directly and opt out. Simply email us at: FranklandsPark@accentgroup.org

If you want to opt out, please do so by the dates below:

• Friday 23 May (those in blocks of flats)
• Friday 30 May (those in houses)

Please note the cost of the new installations, or of the roofing work, will be delivered at no cost to residents (including homeowners), however if you chose to opt out now, we will be unable to re-install solar panels at a later date. Please be advised that if you chose to opt out, any increases in fuel costs you incur due to the removal of the panels will not be covered by Accent. 

Speak to us directly and join our live online Q&A

We know many of you will have questions about this so we would like to invite you to a virtual drop-in session with our:

• Executive Director of Assets and Compliance (Interim), Alex Liburd
• Head of Building Safety and Information, Kelly Privitera
• Head of Leasehold and Homeownership, Cara Jackson
• Representatives from our contractor, NRT, who will be completing the works

In this meeting you can hear more about the work, ask questions, and share your thoughts.

The session will run on Microsoft Teams:

Date: Thursday 22 May

Time: 6.30pm – 7.30 pm

Joining details: Please use this link to join the meeting >>> https://teams.microsoft.com/l/meetup-join/19%3ameeting_NTgyMjEwOGUtZmFlNi00NDhhLThlM2YtMmQ1YjI4M2NmZTI1%40thread.v2/0?context=%7b%22Tid%22%3a%22068e071d-4eea-40dd-a20f-2081b29f4482%22%2c%22Oid%22%3a%2298723c38-fbc5-4293-bbfa-6bc2d0d8b528%22%7d

If you can’t make this session and have questions, you can email us or give us a call. We will also update our dedicated webpage with more information by Thursday.

Thank you again for working with us throughout this programme. We remain focused on acting swiftly and responsibly.

Kind regards,

Alex Liburd

Executive Director of Assets and Compliance (Interim)

Subject: Franklands Park – Further update on solar panel works

As promised, we’re providing you with a further update on the safety works taking place at Franklands Park.

Over the weekend, we’ve continued reviewing the next phase of this work and are now carefully considering some additional options. As we’ve said from the outset, any longer-term decisions will be shaped with you and we remain committed to this.

In the meantime, our teams have continued with the decommissioning works and remain on site today. We expect to complete all currently booked appointments by the end of the day and will continue working to gain access to any remaining properties over the coming days. Our teams are also speaking directly with residents where needed.

We want to ensure we keep moving at pace while keeping you informed every step of the way. Tomorrow (Tuesday), we’ll be in touch with more details and an opportunity to bring you up to speed on the options being explored and to involve you in shaping the next steps.

Thank you again for your patience and continued support.

Kind regards,

Alex Liburd

Executive Director of Assets and Compliance (Interim)

Please see the current communications being sent to Accent customers living at Franklands Park.

We would like to update you with our site presence over the next few days. We will be joining Surrey Fire and Rescue Service on Longden Avenue:

• Our Housing Partner, Danielle, is back on site today at 11am to 1pm.
• Our Fire and Safety Assessor, Gary, will be on site tomorrow , Saturday and Sunday 11am – 1pm.
• Our Executive Director of Assets and Compliance (Interim), Alex, will be on site on Sunday (timings will be shared shortly).

We will be issuing more communications this afternoon via email and on this webpage to let you know about the next steps we are taking, and to provide you with an update on the decommissioning work currently underway.

Our mailbox continues to be managed if you have any queries or would like to speak to a member of our team FranklandsPark@accentgroup.org

We know many of our residents are understandably concerned following the fire that occurred on Saturday 10 May 2025 at Henrietta Close, part of the Franklands Park estate in Addlestone, Surrey.

While the properties directly affected are managed by another housing provider, the estate includes several Accent-managed homes of the same build type. Given this, and in response to community concerns - including speculation that solar panels may have been involved, though this remains unconfirmed - we are taking proactive steps to support and reassure you.

What actions are we taking?

Although the cause of the fire has not yet been confirmed by the authorities, we have listened carefully to the concerns raised by customers across the estate.

As a precaution, we have taken the decision to decommission all solar panels on Accent-managed homes, and those previously sold by us, at Franklands Park. This work began on Tuesday 13 May and is due to be completed by the end of the following week, although we will keep everyone updated with this estimate.

Once the panels have been decommissioned, we will carry out visual inspections of the systems to help inform our longer-term plans. 

Keeping you informed

We are committed to keeping you fully informed throughout this process. To support this, we have:

• Hand-delivered letters to all affected residents detailing these plans
• Created a dedicated email address for your queries which is being personally monitored by our incident team: FranklandsPark@accentgroup.org
• Increased our on-site presence to offer face-to-face support where needed
• Set up this webpage, which will be regularly updated with the latest information and progress

You can also contact our Customer Services team at any time by calling 0345 678 0555 or emailing buildingsafety@accentgroup.org if you have any other concerns with the safety of your home.

Partner Support

Surrey Fire and Rescue Service and Supporting Partners will be in attendance on your estate every day from Wednesday 14th May - Sunday 18th May.

There is a community events trailer and the Safety Partnership Team on hand to give out advice and support for all the residents in this area.

You are welcome to visit the team at the trailer which will be parked on Longden Avenue. Their teams will be able to give you advice and literature around:

• Fire safety in the Home
• Escape plans
• Electrical safety
• Wildfire awareness
• Fire safety Outdoors.

 
They will also be able to visit you in your homes and provide bespoke advice through their Safe and Well Visits where they can install fire safety equipment and give you person-centred fire safety support.

A member of the Accent team will also be in attendance. 
 
Please visit their Surrey Fire and Rescue Community Safety Web Page for more information on this service.

Our commitment to you

Your safety and peace of mind are our absolute priority. While the cause of the recent fire is still being investigated, we will continue to act swiftly and transparently and always put your wellbeing first.

The cause of the recent fire at Henrietta Close has not yet been confirmed by the authorities. However, given the understandable concern raised by residents, we are acting as a precautionary measure.

We are decommissioning all solar panels on Accent-managed properties and those previously sold by us at Franklands Park, to remove any perceived risk and provide reassurance to residents. We will then begin work to remove the solar panels.

This is a fast-moving and complex situation, and our absolute priority is to act quickly and in the safest way possible.

We are working closely with our contractors, fire safety advisors, and partners, and may need to adjust our plans based on the latest safety assessments, advice, or practical challenges on site.

Where this happens, we will always:

• Inform residents as soon as possible.
• Explain why any changes are necessary.
• Reassure you that all changes are focused on resident safety.

We began decommissioning works on Tuesday 13 May, which involve:

• Safely isolating the panels from the building’s electrical supply.
• Removing inverters, metering, and switch gears.

This will ensure the panels can no longer generate electricity.

We expect this to be completed by Monday evening [19 May], subject to gaining access to all homes.

Once decommissioning is complete, we will begin fully removing the panels from roofs, prioritising blocks of flats first.

We will share more detail about this with residents by Monday 19 May.

To provide added reassurance during this period, we have also put in place a 24/7 waking watch patrol across the estate, which will remain until the full removal works are complete.

Their role is to provide additional fire safety vigilance, raise the alarm in the unlikely event of an incident, and offer extra reassurance while the works are underway. 

No. The works will only stop the panels from generating solar energy. Your normal electricity supply will not be affected.

You do not need to take any action other than allowing access to your home and garden when our contractors visit.

No. All works - including the waking watch, decommissioning, and removal - will be fully funded by Accent Housing and will not be recharged to residents.

This work extends to homeowners, with costs covered by us. However, as the panels are owned by you, the decision ultimately rests with you. If you would prefer to keep them in place, please contact us as soon as possible so we can discuss this with you directly.

Our contractor, NRT Group, and their subcontractors are carrying out the works.

They have appointed a dedicated Customer Liaison Officer (CLO) - contact: 01737 355776 - for works-related queries.

Accent’s Fire and Safety Assessor, Housing Partner, Homeownership Partner and Executive Director of Assets and Compliance, together with other colleagues, will also be present on site at key times.

Additionally, Surrey Fire and Rescue Service will be on-site daily until Sunday 18 May, offering advice, home visits, and support from their community safety trailer on Longden Avenue.

We understand this is an unsettling time.

You can:

• Speak to our team on site.
• Contact our Customer Liaison Officer (works queries): 01737 355776.
• For general queries, email FranklandsPark@accentgroup.org or call our Customer Services team: 0345 678 0555.

We are finalising the detailed programme now and will confirm the timescales with you by Monday 19 May.

We anticipate that the works will take several weeks to complete but will provide a clear timeline once agreed with our contractors.

Yes, there will be some noise and disruption during the removal process but we will do everything we can to keep this to a minimum and will provide clear information ahead of any works starting at your home.

In some cases scaffolding will be required to safely remove the panels.

We will let you know in advance when scaffolding will be erected and removed.

No. The waking watch has been put in place as an additional estate-wide fire safety measure and will remain in place until all works are complete.

Once removed, the panels will be safely disposed of or recycled by our contractors in line with environmental regulations.

If you know you will be away, please let us know as soon as possible so we can make suitable arrangements to access your property for these works.

Yes. PA Housing has confirmed they are also decommissioning and removing solar panels on their properties.

Accent and PA Housing are meeting daily to coordinate actions and share information, ensuring residents across the estate receive clear and consistent updates.

As separate organisations, our contractors and approaches may differ, but we are working with shared urgency and focus on resident safety.

We will continue to:

• Provide regular written updates.
• Keep our dedicated webpage and FAQs updated daily.
• Be present on site for face-to-face conversations.

All key updates will be posted here.