When a major Surrey sinkhole emergency response was needed, HML’s proactive property management and client-first approach ensured affected residents received full support..

Background:

The event necessitated the immediate evacuation of residents, many of whom were required to secure temporary accommodation at very short notice due to the unforeseen nature of the situation. On 18th February 2025, a sinkhole incident occurred near William Way, a development managed by our Reigate team.

Initial Sinkhole Emergency Response

The Director of the Management Company promptly contacted our team, expressing concern and requesting guidance. Recognising the urgency of the matter, we immediately initiated a coordinated response plan and began liaising with key stakeholders.

Sinkhole Emergency Response Actions taken

1. Liaison with Local Authorities:

• Our first priority was to contact the local council to gather accurate information regarding the incident. The council provided clarification on the situation and outlined the immediate steps being taken on their end.

2. Engagement with Insurance Providers:

• Following extensive communication with the development’s insurance provider, we were able to confirm that although William Way itself was not directly impacted, the high-profile nature of the event prompted the insurer to agree to cover temporary accommodation costs for affected residents.

3. Resident Support and Communication:

• On 19th February, the local council committed to housing displaced residents. We ensured residents were regularly updated and supported throughout, maintaining open lines of communication to address their concerns.
• Our team made multiple site visits to meet directly with affected residents, offer reassurance, and ensure that all involved parties were treating the matter with appropriate urgency.

4. On-Site Presence and Stakeholder Engagement:

• On 21st February, we attended the site again and participated in a council meeting, reinforcing our commitment to being actively involved in the ongoing management of the situation and advocating for residents’ needs.

4. Managing and Mitigating Media Engagement:

• Coordinated closely with the developer to support and streamline their engagement with both local and national media outlets.
• Liaised with local media organisations to provide timely support and ensure accurate communication throughout the ongoing situation.

Ongoing Emergency Response Management

The Property Manager ensured that all residents were successfully rehoused and continued to receive timely updates and clear information regarding the next steps. As managing agents, we remained committed to supporting the community throughout the entire process.

Conclusion

This case study underscores the importance of swift action, effective communication, and collaboration with local authorities and insurers in managing unforeseen events. Our proactive approach and resident-first mindset ensured that those affected were fully supported and informed during a highly disruptive and stressful situation.

“In February 2025, we were informed of an incident that had emerged near our William Way development in Godstone, Surrey. HML, appointed as managing agents since the site’s completion in 2021, handled the emergency with exceptional professionalism. Their team kept us fully informed at every stage and ensured residents received regular, clear updates. They went above and beyond to address concerns, prioritising the well-being and reassurance of everyone affected. We were extremely impressed with their proactive and compassionate approach throughout this challenging situation.” Ed, Riverdale

“Samantha, through the whole process you were the only saving grace! You sat on the phone with me in tears and helped me through every step of the way. You are a credit to HML, went above and beyond your job role even making sure I was ok even out of your working hours. I can’t thank you enough. If it wasn’t for you I would have been completely lost. Thank you from the bottom of my heart.” Beth

In the media

The incident attracted significant national media attention, with coverage from six major news outlets. This widespread reporting highlighted the severity of the situation and the importance of our coordinated response strategy

• The Guardian – ‘We’re just terrified’: People evacuate homes after sinkhole appears on Surrey high street. View article >
• Sky News – Large sinkhole forces closure of Godstone High Street in Surrey. View article >
• The Standard – Godstone: People evacuated after sinkhole set to be out of their homes ‘for months’. View article >
• Daily Mail – Major incident declared after SECOND pit opens up on street where massive crater forced residents to evacuate. View article >
• Metro – Surrey sinkhole grows after opening up just inches from homes. View article >
• BBC – Giant sinkhole linked to burst water main. View article >

Media Response Outcome:

The extensive media coverage validated our crisis management approach. By maintaining transparent communication with media outlets and coordinating closely with the developer, we helped ensure accurate reporting, while keeping residents fully informed.