A family's ordeal began when a water pipe burst in the loft of SB's home, resulting in widespread flooding and considerable damage. The incident forced the family to leave their residence and seek temporary accommodations. Over the next five months, they endured a grueling displacement, living in various temporary lodgings. Tesco, SB's home insurer, was responsible for overseeing the repair work. However, the company dispatched ineffectual contractors whose efforts were marred by delays and setbacks. The repair work, meant to restore the home, stretched over 10 months, exacerbated by the discovery of asbestos in the collapsed ceilings.
The family initially found refuge in a Travelodge before moving to two cabins on a holiday camp. Eventually, they were rehoused in three caravans. Despite assurances from Tesco that the family could return home by September, the insurer later conceded that there were "unnecessary delays" in the repair process. Another insurer, RSA, took over the repairs but also encountered delays, leaving the family's home damp, damaged, and filthy from years of stop-start building work.
A Series of Setbacks
The repair process faced numerous hurdles, leaving the family in distress. The discovery of asbestos in the ceilings complicated matters further, requiring specialized handling and removal. This added layer of complexity not only delayed repairs but also increased the family's anxiety about health risks.
The inefficiency of contractors sent by Tesco added to the family's woes. What should have been a straightforward repair turned into a protracted ordeal. Despite promises from Tesco that the family could return home by September, progress remained stagnant. The family continued to move from one temporary accommodation to another, with no end in sight.
In a bid to expedite repairs, RSA took charge, yet their involvement did not bring about the desired resolution. Delays persisted, leaving SB's home in a state of disrepair. The family's living conditions deteriorated as their home remained uninhabitable.
Emotional and Financial Turmoil
The prolonged displacement took a significant emotional toll on the family. SB expressed deep sorrow over her situation, lamenting:
“I loved my home but now I end up crying when I go there,” – SB
The emotional strain extended beyond SB, affecting other family members as well. The uncertainty surrounding their living situation compounded their stress, making daily life increasingly challenging.
ST, another family member, articulated the emotional exhaustion experienced during this turbulent period:
“The system is designed to exhaust the consumer,” – ST
Moreover, ST shared personal reflections on the time lost with her husband during his lucid moments:
“I am struggling not to feel bitter that the last 12 months have been such that I have lost the chance of spending time with my husband while he was lucid,” – ST
Financially, the situation became equally burdensome. The family's temporary accommodations included stays in a Travelodge, holiday camp cabins, and eventually caravans. The lack of internet access in their small rental property further isolated them during this challenging period.
Resolution and Compensation
After much turmoil, intervention from the Financial Ombudsman Service (FOS) finally brought some relief. The FOS sided with SB, ordering Tesco to complete the repairs, compensate for damages caused by its contractors, and pay additional reparations for the delays.
Following pressure from external sources, Tesco eventually settled the full amount of the claim. Despite this resolution, by July, the family's home remained wet and uninhabitable. The protracted repair process left them living in a small rental property without essential amenities like internet access.