Grenfell Tower fire: support for people affected
Information about the support available for people affected by the Grenfell Tower fire on 14 June 2017.
This page contains advice on where to seek urgent assistance and information, including the official helplines for this incident.
It also provides guidance on support services available for victims and all those affected by Grenfell Tower fire.
Urgent advice and support for victims, their friends and families
The Grenfell Fire Response team are currently responding to what the community are telling them they need. If you come to the Assistance Centre at Westway Sports Centre, Crowthorne Road, W10 6RP you will be able to access services and support provided by the team 24 hours a day.
There are a range of support services available in the Assistance Centre. This includes housing needs, emergency funds, health, social care services, experienced volunteers from the Red Cross and other organisations, food and above all, a kind and sympathetic team of people ready to provide advice on anything.
A Red Cross helpline is in action to help give practical or emotional support to anyone who needs it and capacity of this is being expanded to give people a central point of contact. The number is 0800 4589472 - available 24 hours.
Residents who are displaced due to the fire please call the Kensington and Chelsea Council housing line on 020 7361 3008.
Any family and friends concerned about their loved ones please contact the police investigation team on 0800 032 4539. If someone was reported as missing and has been found safe, please call the police investigation team with an update.
The NHS encourages Londoners to use NHS services wisely and seek advice from NHS 111 in the first instance.
Emergency fund for Grenfell Tower residents
The government has announced details of the emergency £5 million Grenfell Tower Residents’ Discretionary Fund for households who have lost their homes as a result of the fire:
- Every household whose home has been destroyed as a result of the fire will receive a guaranteed £5,500 minimum down payment from the fund. This will be made up of a £500 cash payment and £5,000 delivered through the Department of Work and Pensions into bank accounts or similar in a single payment;
- The £500 cash payment has already begun to be made available to those affected and further payments are available immediately from the Council at the Westway Sports Centre or from Monday 19 June through the Post Office in Portobello Road, as and when families need it;
- The £5,000 payment will be available from Monday 19 June and support workers will assist households in accessing it - including those who do not have bank accounts;
- The fund is also being made available to meet funeral costs, and to top up payments for those households with complex or additional needs.
The fund will be kept under review and will increase if necessary.
Benefit enquiry line
The government has set up a dedicated benefit enquiry line for people affected by the fire at Grenfell Tower. The following numbers will be manned between 8am and 6.30pm, Monday to Friday:
- 020 7941 6661
- 020 7941 6634
- 020 7941 6671
Banks offering help
The banking industry is ready to help people who have lost their homes in the fire at Grenfell Tower who have also lost all access to their bank cards, accounts and ID documents. Banks have been contacting customers to provide assistance and arrange emergency access to funds.
Find out more information about what the banks are offering, with appropriate helpline numbers.
Support package across energy, water and telecommunications sectors
Utility companies have announced a package of support for victims of the Grenfell Tower fire. Suppliers have agreed to write off outstanding utility bills for victims of the fire, as well as providing other assistance. This support comes on top of £5 million fund to pay for emergency supplies, food, clothes and other costs.
Royal Mail support for Grenfell Tower residents
For directly affected customers, Royal Mail are making the following alternative service provisions:
a free mail redirection service for displaced residents; this can be arranged online at www.royalmail.com/redirection, at a Post Office® by completing a form (PDF, 1.77 MB) in the branch or printing this off, or by calling their dedicated emergency line on 01752 387055
keeping the mail of affected residents safe until they are able to collect it, or contact Royal Mail to request it
providing a mobile service for customers to collect their mail, at Westway Sports Centre car park, Crowthorne Road, W10 6RP; this service can be arranged by calling 01752 387 055
See further information about the support available from Royal Mail.
If you are a foreign national
Foreign nationals in the UK affected by this incident may wish to contact their embassy, high commission or consulate, which may also be able to provide information or assistance.
UK passports, visas and immigration advice
People directly affected by the fire at Grenfell Tower who are seeking guidance on UK passports, visas, or immigration, can call the advice line (0300 222 0000) 24 hours a day, to arrange for a call back by specialist teams.
The Home Office will not charge people who need to replace documentation that has been lost in the fire at Grenfell Tower.
Any calls from outside the UK should include the UK dialling code: +44(0)300 222 0000. Please note calls are in English for this dedicated line set up for those impacted by the fire at Grenfell Tower to help with passports, visas or immigration guidance.
The Home Office will not use this tragic incident as a reason to carry out immigration checks on those providing vital information to identify victims.
Driving licences and vehicle registration certificates
The DVLA has set up a dedicated enquiry line for residents affected by the tragedy who need to replace their driving licence or vehicle registration certificate. The number to call is 0300 083 0103 which will be staffed from 8am to 7pm between Monday and Friday, and from 8am to 2pm on Saturday.
Applications will be dealt with immediately and all fees that apply for issuing replacements will be waived.
Legal and housing advice
Grenfell Tower residents can get free legal and housing advice from Shelter.
Please call the London advice line on 0344 515 1540. Extended opening hours 8am to 8pm weekdays, 8am to 5pm weekends.
You can also:
- attend a drop-in session at North Kensington Law Centre, from 10am to 5pm Monday to Friday
- visit their advisers based at Westway Sports Centre
Shelter may also be able to arrange to come to you, if travelling is difficult.
See more general advice on Shelter’s website which might help if you’re feeling worried after the fire.
Legal aid is readily available to help individuals and families made homeless by this disaster. Funding is also available for families to support them as they prepare for inquests. We actively encourage any affected family to apply for funding, which is granted by the independent Legal Aid Agency. Find out more.
Support through the Public Inquiry
Victims and their families will receive funding for legal representation at the Public Inquiry, and victims will be fully consulted before the Inquiry begins, allowing them to say what they think it should cover. Speaking to those involved will make sure the Inquiry covers the tough questions that need answering. Details of how to access this legal funding and how the consultation is going to work will follow once the Inquiry has been set up.
The Inquiry will be led by a senior judge, who will have the power to summon witnesses and hear evidence on oath. The inquiry will not delay the identification of those affected by this horrific incident.
Mental health support
If you are affected by the Grenfell Tower fire, either directly or indirectly, and in need of mental health support or psychological therapy you can call a dedicated NHS response service number where you can get access to mental health support services as well as information and advice 24 hours a day.
The number to call is 0800 0234 650 or email email@example.com.
If you are worried about your mental health as a result of this event please see this NHS trauma leaflet (PDF, 50.2KB, 2 pages) It outlines common reactions, simple suggestions for how to cope and ways in which children may be supported to cope during the next few days.
Many symptoms may be a normal response to a terrible experience and will reduce over time. If your symptoms are severe and you are in distress or they last longer than 4 weeks, this may indicate the need for support from a mental health professional. The information on the NHS Choices website will outline possible symptoms and describe how to seek help. Please visit your GP who will be able to provide advice and refer you on to the appropriate local NHS mental health service for assessment and treatment.
If you are under 18, or concerned about someone who is under 18, please look on NHS Choices for your local children and young people’s mental health service. Children and young people may also access NHS help by visiting their GP, and schools may be able to provide support or refer them to local services.
Samaritans offers emotional support round the clock. Anyone can contact Samaritans in confidence at any time for free from any phone on 116 123 (even if you don’t have credit on your mobile). This number will not show up on your phone bill.
Cruse Bereavement Care is a national charity for bereaved people in England, Wales and Northern Ireland. Cruse offers support to adults, young people and children when someone dies, whatever the circumstances. They offer face-to-face, telephone, email and website support.
Their free phone helpline is 0808 808 1677 and is open Monday to Friday 9:30am to 5pm (excluding bank holidays), with extended hours to 8pm on Tuesdays, Wednesdays and Thursdays. You can also email them on firstname.lastname@example.org.
Hospitals across London have been treating those injured. If you are experiencing or are concerned about physical problems, seek advice and help from one of the range of NHS services available.
Air quality and smoke exposure
People who have been close to the scene and exposed to smoke from the fire may have experienced irritation to the lining of their air passages, their skin and their eyes, and respiratory systems including coughing and wheezing, breathlessness, phlegm production and chest pain.
People who have concerns about their symptoms should seek medical advice or call NHS 111.
Business support advice
The Portobello Business Centre are acting as a first point of contact for people whose businesses may have been affected by the tragic events at Grenfell Tower.
For general advice for affected businesses, you can also contact the government’s Business Support Helpline.
Telephone: 0300 456 3565 Textphone: 0191 581 0052 email@example.com Monday to Friday, 9am to 6pm
Anyone affected by the fire in London and needing temporary accommodation for their dogs or cats please contact Battersea Dogs and Cats Home on 020 7627 9217.
If your pet needs treatment or fostering, Blue Cross animal hospitals could be able to help. Call 0300 777 1890 for Victoria (central London), 0300 777 1800 for Hammersmith (west London) or 0300 777 1810 for Merton (south London).
How you can help
If you would like to volunteer to help with the support effort being co-ordinated by Kensington and Chelsea Council please register your interest by emailing firstname.lastname@example.org including your name, contact number and availability.
The British Red Cross charity has been asked by Kensington and Chelsea Council to help co-ordinate fundraising in an appeal to support the residents and neighbours of the Grenfell Tower fire. By donating to their London Fire Relief Fund, you can help those who have been left bereaved, injured, or homeless by this tragedy.
The Charity Commission has issued advice for anyone donating to those affected by the Grenfell Tower fire to ensure that their donations go to legitimate charities.
Police appeal for photos/videos
The police are appealing for anyone with any photos or videos relating to the incident to send them to their investigation team. Please select ‘Grenfell Investigation’ from the drop down menu before uploading anything.
Published: 15 June 2017
Updated: 23 June 2017
- Added business support contacts for people whose businesses may have been affected by the tragic events at Grenfell Tower.
- Added phone number for the police investigation team: 0800 032 4539, this replaces the Casualty Bureau number. Any family and friends concerned about their loved ones please contact the police investigation team on 0800 032 4539.
- Added details of support available from Royal Mail.
- Added information about the announcement of a support package across energy, water and telecommunications sectors.
- Facebook and Twitter details of the Grenfell Fire Response team have been added.
- Added further information about free housing advice available from Shelter.
- Information about support through the Public Inquiry has been added. Information about legal aid has been added.
- Added details of the DVLA's new dedicated phone line for Grenfell related calls.
- Information about the Grenfell Tower assistance centre has been updated.
- Added details for Samaritans.
- Added Shelter London advice line details.
- Information about the Grenfell Tower Residents' Discretionary Fund has been added.
- Instructions for residents affected by the tragedy who need to replace their driving licence or vehicle registration certificate have been added.
- Instructions on how to send the police investigation team photos/videos relating to the incident have been added.
- A visas and passports advice line is now available for people affected by the Grenfell Tower fire.
- Information about the London Fire Relief Fund has been added.
- An NHS response service telephone number where people affected can get access to mental health support services as well as information and advice 24/7 has been added.
- Advice on pet support has been added.
- Information for foreign nationals in the UK affected by the Grenfell Tower fire has been added. Advice about air quality and smoke exposure has also been added.
- First published.