Problem
Mold amplification across 300 new homes in a western market where the escalating value of homes was creating tremendous gains in homeowner equity – a fact that ultimately became apparent as a significant incident driver. Decades of the developer’s family business continuity were threatened by the potential magnitude of a financially punitive class action settlement beyond the costs of corrective actions. People lived in the “mold subdivision” and every family came forward with symptoms and fears.
Solution
It became apparent through resident interviews that grass roots organizers were attempting to create a climate supportive of a class action suit. With this knowledge, apart from the mold remediation recommendations and root cause corrections, BHS implemented a revised risk communications strategy. A programmatic approach specifically was developed for this situation. Pre-remediation meetings – with our medical doctor and building scientist - were held in each home outlining the corrective protocols to be undertaken, setting expectations, arresting fears and health misperceptions. The tide turned. Homeowners were genuinely appreciative and welcomed the meetings and re-gained confidence in the developer.
Lessons Learned
It is imperative to understand the constituent profile and concerns. Plan with fore-thought and diligence to bring a bundled solution at the start, in order to stave off the period of unknowing where fears and homeowner outrage fester.
Health-based risk communication immediately emerges as one of the first and most essential requirements for a building contractor’s or developer’s action plan. Risk communication must occur prior to any corrective actions being taken, in order for the actions taken to be successful in alleviating fears. Additionally, root cause correction protocols and a satisfactory remediation plan must be framed and effectively communicated before the work starts.
With proper and timely risk communication and resident education, health-based precautions were implemented. The response strategy employed prevented litigation while restoring the community’s confidence in the developer.
