New Providence Wharf, London E14

Background

In spring 2021, Cledor was appointed by Ballymore to provide a 24/7 waking watch at the landmark New Providence Wharf residential development in East London – a scheme of more than 1,000 apartments overlooking the Thames.

The appointment followed the identification of serious fire safety deficiencies, including the presence of combustible ACM cladding awaiting remediation. Consequently, the building’s evacuation policy was changed from “stay put” to “simultaneous evacuation,” requiring continuous human patrols and active support for residents.

Mobilising at unprecedented speed

The instruction from Ballymore came at very short notice. Within just four hours, Cledor deployed its first team of trained fire wardens, quickly scaling up to a 24/7 operation comprising 10 wardens and one supervisor per shift – 22 personnel per 24-hour cycle.

At the peak, over 60 fire wardens were recruited and trained within two weeks, while Cledor simultaneously managed three other high-risk London sites with comparable staffing requirements.

Each warden completed RoSPA- and CPD-accredited e-learning before undergoing intensive site-based familiarisation, learning the names, postcodes and layouts of all buildings. They were equipped with high-visibility vests or armbands, radios, airhorns and flat checklists to ensure a consistent and disciplined approach to every patrol.

Operational strategy

Cledor designed an enhanced rotational patrol system to maintain constant vigilance while managing fatigue safely.

• Each shift lasted 12 hours.
• Every fire warden completed 11 patrol rounds per shift, each lasting 50–60 minutes, followed by a brief 5–10 minute rest.
• Each team member had a scheduled one-hour break, coordinated by the supervisor so that patrol coverage was never interrupted.
• As a result, patrols occurred across all floors every 5–10 minutes, exceeding standard waking watch expectations.

New recruits shadowed experienced wardens during their initial shifts, learning emergency procedures, evacuation routes and radio coordination on the job. This practical pairing ensured immediate competence and confidence in a high-pressure environment.

Fire and Evacuation – 7 May 2021

Only weeks into the contract, the team’s preparation was tested.

During an external patrol, one of Cledor’s wardens observed dense smoke emerging from a balcony on the eighth floor. He radioed the control room instantly, initiating the emergency protocol.

A fire had started in a cupboard containing an electrical consumer unit, spreading smoke rapidly due to a smoke control system failure. Within minutes, corridors and the main stairwell were engulfed in thick smoke.

While the London Fire Brigade (LFB) was en route – arriving within three minutes – Cledor’s wardens had already begun manual evacuation under the simultaneous evacuation plan:

• Alerting residents by door-knocking and loudhailers
• Directing them to safe exits free of riser systems
• Logging progress floor by floor on printed checklists
• Assisting vulnerable residents and guiding them to assembly areas

According to the LFB’s post-incident investigation, around 67 residents self-evacuated before firefighters entered the building – many assisted directly by Cledor’s wardens.

Several of our staff remained in smoke-filled corridors until every reachable resident was confirmed safe. When they emerged, they were covered in soot head to toe – a powerful testament to their commitment and bravery.

Response and recognition

The incident escalated into a 20-pump fire involving approximately 125 firefighters. Two people were hospitalised, and several others were treated on site for smoke inhalation. The LFB later commended the effectiveness of the waking watch, while Ballymore stated publicly that the wardens had “successfully alerted and evacuated a significant number of residents.”

Following the incident, the LFB directed that the number of wardens be doubled to further enhance safety. Cledor met this new requirement within 24 hours, ensuring uninterrupted coverage across all blocks.

Nick Regnier, Founder and Managing Director of Cledor, commented:

“We are immensely proud of our staff who helped to evacuate residents that day. They were covered in soot as they went door to door, ensuring people got out safely. If the fire had not been discovered when it was, the situation may have been significantly worse.”

Lessons and legacy

The New Providence Wharf fire became a defining moment for both the industry and Cledor. It reinforced the critical importance of:

• Well-trained, site-familiar waking watch personnel
• Clear radio communication and role discipline
• Shadowing programmes for new recruits
• Rapid mobilisation supported by robust management oversight

Cledor’s structured patrol regime, detailed reporting and calm professionalism under pressure demonstrated what “competent persons” really look like in practice.