Heathrow Quieter Noise Support Scheme – a better deal for residents. After lobbying Heathrow Airport Ltd about systemic problems with the Quieter Noise Support Scheme, we have managed to secure real improvements from them.
Following our recent lobbying of Heathrow Airport (HAL) about problems with their Quieter Noise Support Scheme in Stanwell Moor, we were asked to provide evidence of this at short notice. Thank you to everyone who submitted feedback about the works in your homes — your responses were critical. We reported systemic failings in the scheme managed by Kier, but felt HAL’s initial reaction did not sufficiently address our concerns.
We secured a meeting with both HAL and Kier and raised detailed concerns including poor workmanship, delays, lack of communication, inconsistent delivery of windows and doors, and the handling of asbestos. We were pleased that our concerns were acknowledged and that Kier committed to a number of actions. Key responses were:
- Aim to complete as many current works as possible in the village by Christmas.
- Pause the scheme over Christmas so residents can enjoy the festivities without building works going on.
- With the pause, review the current programme and make serious changes to improve quality to an acceptable standard.
- Ensure every property receives a formal contract.
- Provide better communication to the resident throughout the works.
- Review and improve their procedure on asbestos. Some residents cannot access the scheme due to the cost they must pay to remove asbestos in their home and we have made it clear that putting the cost on the resident is unfair.
- Clarity on additional cost some residents have been asked to pay. Heathrow have informed us that they fully fund insulation for eligible properties up to £34,000 (adjusted for inflation); where works are likely to exceed this, cases will be referred to a Prioritisation Panel for approval. Residents should not be told to pay for any more and instead be informed the request will go to the panel. Residents need to know this at the contract stage.
We know some residents have already had works completed; your feedback will help ensure the next group of residents in Stanwell Moor — and neighbouring villages — receive a better service. If work is still ongoing in your home, you should see immediate improvements. Some changes will take longer to implement, and Kier has also committed to providing clearer information to new residents about what works to expect and when.
Finally, Kier acknowledged that resident complaints were not always being properly addressed. That is unacceptable. Kier have committed to providing a professional response to every resident’s concerns.
This is only the beginning. Many residents need to see current problems resolved and prospective residents need confidence that the service will be reliable and of acceptable quality. We will continue to monitor the programme closely and press HAL and Kier to ensure residents’ feedback is acted on and every resident receives an appropriate response. We want every resident to get a satisfactory service from Kier with their new windows and doors. This is the least we deserve.
Stanwell Moor Community Watch