Roof Collapse at House of Fraser: Why ISO 45001 is Essential for Public Safety

In July 2025, a dramatic roof collapse at a House of Fraser store in Guildford forced the evacuation of staff and customers and sparked an urgent investigation by the Health and Safety Executive (HSE). Fortunately, no injuries were reported, but the incident has raised serious questions about structural safety, planned maintenance, and hazard control in public-facing buildings.

In the aftermath, commentators from both retail and construction sectors are asking the same question: How could this have been prevented? One answer lies in ISO 45001:2018, the international standard for Occupational Health and Safety Management Systems (OHSMS).

What Actually Happened?

On the afternoon of July 3rd, 2025, staff and shoppers inside the House of Fraser on High Street, Guildford, heard loud cracking noises before ceiling tiles and roofing materials began falling into the shop floor. A large portion of the roof structure partially collapsed in the centre of the building.

Witnesses described "a huge bang followed by dust and debris". Emergency services evacuated the building immediately. While no one was injured, the store was closed indefinitely pending structural assessments and remedial works.

The HSE launched a formal investigation, focusing on two key areas:

• Neglected structural issues, previously identified during a private inspection in 2023 but reportedly not addressed;

• Lack of clear maintenance planning and hazard communication between contractors and the property management team.

Where ISO 45001 Would Have Made a Difference

ISO 45001 is designed to prevent exactly these kinds of incidents by embedding health and safety into the culture and systems of an organisation - especially where public or employee safety could be at risk.

Here’s how it applies directly to this event:

Clause 6 – Planning for Hazards and Risks

ISO 45001 requires organisations to identify hazards, assess the associated risks, and plan controls. A known roof defect would have been logged, assessed, and risk-rated - and mitigation actions would be scheduled and tracked.

Clause 8 – Operational Controls and Change Management

Building maintenance, particularly involving structural integrity, should be subject to documented procedures. Any updates or changes (e.g. repairs, inspections) would require a risk assessment and clear responsibilities, reducing the chance of oversight.

Clause 7 – Communication and Awareness

The standard ensures that roles and responsibilities are clear. Contractors, facilities staff, and store management should all be aligned on risk-related issues. If a known roof issue was identified in 2023, ISO 45001 would demand that this information be shared, actioned, and reviewed.

Clause 9 & 10 – Performance Monitoring and Incident Response

If a hazard is missed, ISO 45001 requires incident investigation, root cause analysis, and corrective action. But more importantly, its preventive structure is designed to keep things from going wrong in the first place - through audits, inspections, and measurable objectives.

Why This Matters Beyond Retail

While the House of Fraser incident occurred in retail, the lessons apply across:

• Facilities management

• Construction and building maintenance

• Hospitality

• Education and healthcare settings

Anywhere that the public or workers are at risk, a robust OHSMS helps demonstrate legal compliance, protect your brand, and build trust.

ISO 45001 isn’t about just ticking boxes - it’s about putting people’s safety first, planning for the unexpected, and making sure responsibilities don’t slip through the cracks.

How Certification Can Help

At AAA Certification, we guide businesses through the ISO 45001 process in a way that’s practical, affordable, and built around your operations. Whether you’re managing a public building, a construction site, or a manufacturing plant, we help you put safety systems in place that work - and keep working.

If your business has buildings, people, or operations that could pose a risk, ISO 45001 helps you turn responsibility into action - before something goes wrong.

Learn how AAA Certification Ltd can support you in achieving ISO 45001:2018. Sign up to a Certification Audit with AAA and take the first step towards achieving ISO 45001 certification.