Thank you to everyone who came to yesterday’s drop-in sessions, we hope you found them useful.

We’ve continued to meet with residents this week and have heard from a number of individuals with concerns that their fridges and freezers may be damaged by items defrosting and/or decomposing. We have enlisted the help of a contractor to go into flats (those that we have previously told you are safe to access) next week to clear any food out from these appliances.

We’re still surveying parts of the building and so we are currently not able to arrange further access for residents to collect belongings from their homes.

Our insurers are working out a plan to safeguard the structure of the building. They are also looking at how to remove items from those flats that will need more substantial works. We’re sorry that you’ve not had information on this yet. As I’m sure you’ll understand, this is a complex piece of work and we’ll make sure you are updated once an approach has been agreed.

 

Charitable support

There has been, and continues to be, an amazing charitable response from local groups and individuals following the fire. We are continuing to work with charities to help them reach the people that need their help now, and as they move on to new homes.

Laundry

If you are staying in a hotel and would like to make use of the free laundry service, please contact Dover Launderette on 01304 241235.

Once you’ve confirmed that you want to use the service it’s a simple case of putting your name and room number on your laundry load and leaving it in Reception. Collections will be made from 8.30am, Monday to Friday.

Weekend cover

Like the previous weekend we have cover in place for any urgent or emergency issues over the weekend and Bank Holiday Monday. If you need to contact us please call 01892 501480 and press option 1.

Our out-of-hours provider is aware of the Conqueror House situation and will forward your query to our Housing team.

Drop in Sessions

There will be a drop-in session at the following hotels tomorrow afternoon, Thursday 1 May. If you have any questions or queries, please come along during these times:

• The Travel Lodge, St James - 2-4pm
• Holiday Inn, Whitfield – 3-4pm
• Premier Inn Harbour – 3-4pm

A Town & Country Housing Neighbourhood Manager will be based in each hotel’s reception area. If you are not staying at one of the hotels but would like to drop in, please feel free to do so.

Fridge and freezer clearance

We have engaged the services of the contractor Wynsdale to clear the contents of fridges and freezers, and kitchen bins to those flats where we have previously told you that they are able to be accessed.

You will need to complete a disclaimer to allow these clearances to be carried out.  A member of staff will attend with the contractor.

If your flat is locked and you have the keys, please can you give the key to the TCH staff member at tomorrow’s drop in (Thursday 1 May), as noted above. Please let us know if you have keys but can’t drop them off tomorrow afternoon.

Access by residents

We’re still unable to allow resident access to the flats to retrieve items, and we will let you know as soon as this is possible. We anticipate that, once you can enter, you will only be able to remove small items that can be easily carried.

Laundry service

As previously advised, we have identified a local laundry service that is able to collect items from those in hotels in the morning and return them in the afternoon.

Further details to follow, but if you want to use this service we need to give Dover Launderette your name.  Please let us know if you do not want to use the service and we will not share your name with them.

The service will be for non-dry cleanable clothes, but will not cover larger items such as coats and bedding.

Utilities at Conqueror House

Many of you have asked about the situation with your personal utilities at Conqueror House, and the payment options you have set up with them. Please contact the provider direct and they will be able to advise on options given the current situation.

 

Ongoing communications 

We’ve been providing these daily updates since Sunday 20 April, and we hope that you’ve found them useful. Over the last couple of days we’ve started to have more tailored conversations with individuals to address specific needs. We will continue to share daily updates when there is news to share with everyone, but we may not issue an update every day.  

Our staff remain committed to helping all residents affected by the fire and will continue to be available to answer any queries you may have. You can contact us via info@tch.org.uk or by calling us on 01892 501480. 

Wider support 

Residents are able to access a dedicated helpline, provided through the building insurance cover we hold for Conqueror House. This free, confidential service can offer support on a range of practical and emotional support, including counselling sessions.  

You can contact the service by calling 0800 288 4956 and quoting JHA-22S529-0013. 

 

 

Fridge and freezer clearance

We will be looking to start the clearance of the contents of fridges and freezers on Wednesday, if possible. Unless you tell us otherwise, we will assume you have given your consent for us to clear perishable goods. If you flat is locked and you have the keys, please let us know as soon as possible and we will collect the keys from you on Tuesday at some point.

Laundry service

We have identified a local laundry service that is able to collect items from those in hotels in the morning and return them in the afternoon. We will be in touch with more details in the next day or so.

Rent payment

Regarding your rent account, you will not need to make any changes to the way you pay your rent. Your weekly rent will continue to be due for your home at Conqueror House.  You are not required to advise the DWP or Housing Benefit of the current position as, at the moment, it is expected that you will at some stage return to Conqueror House.

While you are unable to live in your home, Town & Country Housing will be covering the cost of any alternative accommodation and subsistence payments, where applicable.

If you are claiming Universal Credit or Housing Benefit to help with your rent, you can continue to do this while you are unable to live at the property. This is because you have been temporarily moved from your home and there is an intention to return to the property at some point in the future.

There is no need to change how you pay your rent. Any arrangements, including direct debits, can remain in place while you have been temporarily moved out of Conqueror House. Once decisions have been made about your home, staff from Town & Country Housing will support you with your rent account and benefits claims.

If you would like to discuss your rent account, please contact Town & Country Housing on 01892 501480 and ask to speak to a member of the Income Team.

We will be working with residents on an individual basis regarding their rehousing requirements as everybody’s situation is different and unique to them - please wait to be contacted by us.

 

 

Weekend cover

We have cover in place for any urgent or emergency issues over the weekend. If you need to contact us please call 01892 501480 and press option 1. Our out-of-hours provider is aware of the Conqueror House situation and will forward your query to our Housing team.

Travelodge parking

We have given everyone’s car registration details to the Council, and you can now park in the Woolcomber Street car park (in front of St James’ Church, where the swimming pool used to be). As long as you have given us your car registration details, you do not need to pay or display a permit to park here. If you haven’t given us your details, please do get in touch.

Personal post

Royal Mail is holding all mail for Conqueror House at its Customer Service Point at the Dover Delivery Office on Granville Street (CT16 2ZZ). You can collect mail from there, but you will need to take some identification with you.

They have put together this leaflet that contains the Delivery Office’s opening times, as well as details on how to have your mail redirected to another address, free of charge, if you’d prefer.

Access to your flat

We have arranged access to all the flats where it’s possible at present. Due to health and safety and ongoing assessments of the building we will not be able to arrange further routine access at the moment. We will support the removal of larger items and remaining possessions where this is possible at a later date, and arrange storage if needed.

Rents

We aim to be able to update you early next week regarding rent payments, Housing Benefit and Universal Credit claims.

Resident update – 24 April 2025

 

We have now spoken to all residents and have a clear understanding of your property requirements. We also have a small but growing list of properties that are, or will soon be, available from our own homes as well as those from other housing providers.

We will start to contact residents individually about alternative accommodation. However, it could take some time before we’re able to re-house everyone. As a short-term measure we will be extending all existing hotel bookings up to, and including, Monday 5 May.

Wi-Fi and aircon problems at Travelodge

We are still working on the Wi-Fi in conjunction with Travelodge – they’re hoping to give everyone access as soon as possible, but if any technical issues arise we will try to resolve them.

We have been made aware that there is an issue with the air con in some rooms at Travelodge. Travelodge are working to resolve this and if you need a fan in the meantime please contact reception.

Parking permits

We have been gathering information this afternoon at the Travelodge for people who need parking permits, which Dover District Council have kindly agreed to provide free of charge. If you haven’t given us your details yet please contact our customer services team (info@tch.org.uk or 01892 501480). As soon as we have your details we’ll register you for a permit.

Building news

We’ve continued to accompany residents to enter their homes to collect possessions, where it’s safe to do so. Not all flats are accessible at the moment. We will contact you to make an appointment if it is safe to do so.

Thank you to everyone who has removed their vehicles from the car park. This is now clear and we’ve padlocked the gates.

The building is now fully secured with steel hoarding and new (temporary) locked doors on the front. A new security gate has been installed to the right of the building, and we’ve also secured the three flats that have doors into the garden. Our security team remains on site and will be patrolling throughout the night.

We have appointed surveyors to carry out a full survey of the building, which they'll be starting this week. They will be assessing individual homes as well as communal areas. Their report, which will include photos and video of the building, will help us to understand the extent of the damage and what work is needed. Please get in touch with us if you have any questions about this.

Rent and benefits

We know a number of residents are asking about their rent and the need to update the relevant agencies. We are still working on this but will update you as soon as possible.

 

 

At the moment we’ve booked hotels till Tuesday 29 April so we’re planning what will happen next, based on what you’ve been telling us about your needs and preferences.

We know that there are problems with the wifi at the Travelodge. We are speaking to the hotel and hope to have this fixed by tomorrow.

Dover Working Men’s Club is opening its doors again to residents tomorrow, should you wish to go and collect any of the items that have been donated. This will be a ‘free day’ where you can go into the room and pick items at your leisure. There’s no need to make an appointment.

We were pleased that many residents were able to collect cars today. There are still two cars and one bike in the car park, and we’ll be contacting the owners to make appointments to collect them tomorrow.

It was also great to be able to start allowing people back into the building to collect possessions. We will continue to arrange appointments for those flats where we’ve been told it’s safe for residents to access, accompanied by TCH staff. Not all the flats are accessible at the moment. We will contact you to make an appointment as soon as we know that it is safe to do so.

We have made some arrangements with Dover District Council for those staying in hotels where parking is chargeable. Please let us know if you need help with this.

Alternative accommodation

During today’s meetings we’ve been able to start collecting information on the longer term housing needs of all Conqueror House residents.

We are comparing these needs to the list of properties that we know are free now, or will be soon. We’ll be contacting residents individually over the coming days and weeks over suitable options.

Collecting vehicles and possessions

We have taken control of the site from the emergency services today. This means that residents can return to collect their vehicles. And for houses in the area of the building that is safe to enter, we’ll be arranging visits for residents to return home and collect any valuables or possessions. We’ll contact you individually to agree suitable times to collect both vehicles and possessions, where it’s safe to do so.

• For safety reason, a member of TCH staff will accompany you onsite. We will contact you to arrange an appointment. Please do not visit without an appointment as you will not be able to access the building.

We know that some residents are able to stay with family or friends in the short term, and we’ve now arranged week-long hotel stays for those who need help.

From Tuesday (April 22) we’ll be meeting with all residents to explore short- and medium-term housing options.

At this point it’s too early to say when you will be able to get back in to your home to collect valuables. We have arranged for security to be on site, but please do not try to go back to the building. We need to make sure the structure is safe before this can happen. We’ll arrange individual appointments with you once we know the building is safe.

Our team is on-site as part of the response team, but if any residents affected by the fire would like to contact us directly, please DM us in Facebook, email prteam@tch.org.uk or call 01892 501480.  

Together with Dover District Council we have arranged emergency accommodation for those who require it. We are currently arranging week-long hotel stays for those who need immediate help. We will be meeting with all residents from Tuesday to explore short- and medium-term housing options. 

At this point it’s too early to say when residents will be able to get back in to their homes to collect valuables. The site is under the control of the fire service so please do not try to go back to the building. We need to make sure the structure is safe before this can happen, and we’ll let you know as soon as it is possible.