A London council tenant recently received a significant rent rebate of nearly £4,800 after enduring 11 months of living with exposed electrical wires in his bathroom. The tenant, who remains unnamed, had been residing in community supported housing and was facing multiple health challenges, including asthma, rheumatoid arthritis, and depression, when he first reported the issue to Westminster City Council in December 2023. Despite repeated complaints, repairs were not carried out, leaving the tenant in a precarious situation.
The resident had also requested adaptations to the bathroom, such as a level-access shower due to drainage issues, but was told these modifications were not feasible and advised to seek alternative housing options. It wasn’t until January 2, 2024, that a surveyor was sent to assess the situation, only to find that the shower unit was inaccessible due to a lack of power. As the tenant continued to escalate the matter in September 2024, a surveyor finally inspected the property on October 1, leading to the replacement and rerouting of cables in the bathroom, as well as an update to the fuse box.
Further investigation revealed that the electrical problems were causing disruptions to the shower supply, prompting additional complaints from the tenant regarding issues in the kitchen. While the council addressed the electrical concerns, the tenant’s grievances persisted, resulting in a visit from the Housing Team Manager and Chief of Repairs in November 2024. They acknowledged the delay in responding to the initial complaint and the need for a more thorough investigation, ultimately recommending a compensation offer of £4,795.74, which included a 50% rent rebate since December 2023.
In response to the incident, Westminster City Council has committed to conducting a medical assessment, inspecting ventilation in the kitchen, addressing difficulties with a window, and replacing smoke alarms. The council also pledged to review its service interactions with residents, particularly those identified as vulnerable, and enhance support mechanisms through scheme managers. Additional comments from Westminster City Council are pending.
This case highlights the importance of timely and comprehensive responses to tenant complaints, especially when health and safety are at risk. It serves as a reminder of the critical role that local councils play in ensuring the well-being of their residents and the need for continuous improvement in service delivery.
