Former nurse, 91, left without hot water for almost two months

A former nurse says she has been left ‘to rot’ without useable hot water for nearly two months in her sheltered accommodation in West London. 

Janice Charles, 91, can only wash by boiling a kettle as rusty coloured brown water has been flowing from her taps since December 8. 

She is among 36 residents in Wimborne Court, Northolt, who have been without hot water in the retirement flats run by Sanctuary Housing. 

The pensioner, who had lived in the block for more than 20 years, said she was ‘disgusted’ with the way she had been treated. 

Mrs Charles told Metro at her home: ‘I turned on the water and a brown liquid like a rusty colour came out. I reported it to the manager of the block and since then it has not been fixed. The water is brown. The cold water is ok but the hot is disgusting. 

‘I cannot use my shower. I have to boil kettles to have enough water to wash and that is costing a lot extra in my electricity bill. I’ve been given no support. Some workers came and said they would fix it but since then I’ve heard nothing. I spent Christmas and New Year with no hot water and the situation continues. 

‘We are being left to rot, that’s how I see it. I’m scared for my health with that water – some of the residents are showering in it and hoping it’ll be ok. I’m not taking that risk with my health.’ 

She is being helped by her three children who are considering legal action against the housing association. 

The family told Metro they had sent emails to housing association bosses but had received no answer on when the repairs would be complete. 

Another elderly resident told Metro: ‘The block has all sorts of problems this is the tip of the iceberg.’ 

Mrs Charles added: ‘I’ve worked hard all my life as a nurse and holding down other jobs and always paid my way and this is what I get in return. I think it’s a disgrace. To leave me with no hot water is is no way to treat a human being … they have done nothing for me.  They should be ashamed.’ 

The manager at the block told Metro the hot water issue has been referred to specialists to fix but could give no timeline on when the hot water would again be useable. 

Metro was shown other works needed on the block including leaks and missing ceiling panels. 

Mrs Charles said a drier in the laundry room had also been out of order for months. 

Her daughter, Amelia, told Metro: ‘As an elderly tenant, my mother is a vulnerable adult. By failing to address this for over a month, Sanctuary Housing has failed in its duty of care and neglected its basic responsibilities. 

‘We find this lack of action distressing and a total disregard for her health, safety, and dignity. We have logged a formal complaint and expect an immediate resolution and a formal explanation for this failure.’

Sanctuary Housing’s response

A spokesman at Sanctuary Housing said: ‘We are continuing to work closely with our contractor to establish the best way to fully resolve the problem with the water tank and are sorry for the concern and disruption residents are being caused.

‘We are committed to completing the required repairs as soon as possible and, in the meantime, our local team will ensure that residents are provided with any additional support they need.’

On its website the housing association says: ‘ Sanctuary is a housing and care provider. We were set up over 50 years ago to deliver housing and care to those who need it, and that original purpose still guides us today. Throughout our history, acquisitions, mergers and development have enabled Sanctuary to grow into one of the largest not-for-profit housing associations in the UK.’

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