How Long Can A Housing Association Take To Restore Heat For A Disabled?

[Oiverbotel]

We've just come from visiting an elderly pensioner who lives in a housing association property. She's not part of sheltered housing, but should be. Her heating failed on Boxing Day. Water flooded her airing cupboard and moved into her small sitting room. There's a substantial amount. She phoned the repair service and their contractor told her it wasn't an emergency. She tried explaining water was coming down the wall and said they told her to put down towels.

She phoned us quite distressed. We phoned the same number explaining how bad it was and they finally decided to come 5 hours later. The engineer said the water pump had failed AND there was a small overflow problem in the loft. The engineer said he normally could repair it but he had already used the pump he had on hand for an earlier job. He listed the repair as urgent, that she was over 90 and using a zimmer. He also gave her a small hand-sized electric heater. It's actually not that bad provided you sit directly in front of it. But she can't pull it around with her or into the bedroom or bath.

Today I phoned them at 1 after not hearing from anyone. They said the part was probably going to take 2-3 days to get. I phoned the plumbing supply shop near us and gave them the serial number. They have it and it cost £32. I phoned BSW Heating and offered to buy it for them provided they'd just come install it. They refused.

Do we have any laws or regulations to protect the elderly in situations such as this? Three days seems like an absurd amount of time for a simple heating pump. We've tried to get the old dear to come stay with us, but she refuses to budge. But it's very clear she's distraught. This concerns me the most as I've heard about elderly having strokes and heart attacks under stress situations such as this.

The Housing Association says she'll just have to wait. I'm willing to have a go at doing it myself, but don't want to mess it up in any way. But in light of the 'we don't care, why should we' attitude of the housing association and the heating service, I'm not sure what, if any, remedies she may have.

Thanks! Olly

[sandyRoe]

What about phoning the housing association again and telling them you're going to pass this on to the newspapers?

[murraymints]

I would contact emergency social work dept. they have the clout to get things prioritised.

[rojash]

Can't you just lend her a portable heater?
Seems a lot simpler.

[craft1948]

I'd ring social services, and her MP's office, and the local paper.

[Oiverbotel]

Thanks for all your thoughts. My first rhetorical question is doesn't her housing association have a duty of care? Isn't there already in place laws to protect her in circumstances such as this?

I think I mentioned that the chap who came to turn the water off gave her a tiny little heater. Indeed it's small, but as I mentioned, it seems to give off enough heat provided you sit directly in front of it. But that's not a solution for such an elderly person.

I'm more than happy to spout off to the papers, or whomever, provided I first understand what the responsibilities are. I just can't believe that the housing association doesn't seem to care that it will take three days. They're the ones who have the contract with BSW heating and this seems not to be a problem. I tried phoning the supervisor at the heating company, but could only leave messages, which irked me to no end. As of 5 this afternoon they had still not phoned back and now they're closed. But bottom line 'the part is on order.' That does nothing for the old dear. I HATE this! It just isn't right!

[Oiverbotel]

Just to add something.....I think I remember this...didn't we have something like this happen two years ago when it was so cold and a couple froze to death? But I think in this case today, the temperature isn't low enough yet for their priorities to legally change. I will add that she does have hot water. I switched on the immersion heater so she has a full tank of hot water. But that doesn't help how she feels.