Managing a Decant Project During the Pandemic

We were tasked with sourcing 280 rooms for residents following the emergency evacuation of a block of flats in Canary Wharf, London, due to extensive water damage. What was initially expected to be a one-week stay turned into a six-week project as the scale of the damage became clearer.

Our first priority was to locate suitable hotel accommodation in the local area. Acting swiftly, our Relocations Team devised a plan to secure the best possible rates, terms, and conditions at hotels close to the affected flats. Fortunately, Canary Wharf boasts a number of large hotels, and with reduced occupancy rates due to the pandemic, we were able to book all 280 rooms at the Hilton Canary Wharf.

This was not a typical hotel booking. Due to the nature of the evacuation, we only had flat numbers rather than individual names for each booking. Our Relocations Manager worked closely with the hotel staff to ensure that everything ran smoothly despite this added complexity.

Transport Arrangements

Once the accommodation was secured, we organised transport for all residents to the hotel using our trusted ground-handling partner, CMAC. We took into consideration the varying needs of each resident to ensure everyone arrived safely and comfortably.

Resident Support

We understood that a sudden move like this can be highly stressful for residents, so we made every effort to ease the process and ensure they felt as comfortable as possible. Upon arrival at the hotel, we arranged for refreshments, including tea and coffee, to welcome them.

However, the biggest logistical challenge arose from the fact that this was mid-pandemic, and the hotel’s restaurant was closed. To ensure residents were provided with lunch and dinner, we agreed on a meal budget with the client and worked closely with the hotel to have meals brought in for everyone. At the time, the hotel was operating with limited staff, many of whom were furloughed, but several were brought back specifically to accommodate the needs of the residents.

Managing the Extension

While extensions for hotel stays are typically coordinated directly with the client, in this case, due to the scale and complexity of the booking, we managed the extension process in direct liaison with the hotel.

After six weeks, the contractors completed the necessary repairs, and the residents were able to return to their homes with minimal disruption.

Our quick thinking, attention to detail, and close coordination with partners ensured that residents were well cared for throughout their stay.