Are You Able To Give Advice On This Please?

[dunnitall]

Asking on behalf of elderly couple. Will try to keep short tho' it's little complicated.

Disabled couple with chronic ill health have rented same council house for many years. Very old house but maintained ok. Two of the ancient windows needed repair so were inspected and council came up with replacement windows.

Because of health problems & disabilities, couple needed help and assurance of how things would be done and gave written details of how everything affects them. The council contractors were also told and council said they would ensure couple are helped.

Contractors went to measure (didn't turn up first appt nor let them know). This firm is over 200 miles away so difficult all round. Council told couple to address questions to window bloke. He couldn't answer, said he would get boss to come and see couple. They got assurance the windows would NOT be made up until all is sorted and he agreed. However no contact was made from the boss but the next thing was, six weeks later a letter received requesting date for installation!

No questions answered and the council hadn't checked on how things were going. So now they have been told that if they DON'T accept the windows (which they haven't refused) the council will not make any repairs on the old ones!! This was not stated when couple were offered new windows at the outset, only at this late stage now, yet the council knew windows were in a bad state of repair.

Could the way the council are handling this be illegal refusing to repair if new ones aren't installed? We feel it is and council are bullying the couple and making them distressed on top of their bad health. Does anyone know for sure if it's illegal for a council to threaten this?

Thanks in advance for any help.

[Mamyalynne]

Sounds like the usual lack of joined up thinking coupled with outsourcing to a distant workforce.

Contact the local Council and ask if there is anyone who is able to deal with this for elderly disabled tenants as a negotiator.

[Smowball]

Why on earth would they choose a contractor 200 miles away? Seems madness!

[Mamyalynne]

Just to be clear - are the couple holding back on giving a date because of things like moving furniture or suchlike?

If so, are there any nearby younger neighbours who could help out with that?

[bednobs]

could you give a bit more detail on how having new windows will affect them? You post doesn't really make it clear, and on the face of it it seems strange they won't just accept brand new windows

[Mexican18]

Why won't they accept the windows?

[Barmaid]

Doesnt sound illegal to me. What is the problem with the new windows? Sounds to me as is Council are repairing properly. They actually have no need to consult tenant.

[dunnitall]

Oh dear I tried to explain concisely but didn't manage it sorry. Hope you don't mind my answering each question in one fell swoop.

They have NOT REFUSED WINDOWS.

Seems like the council, their authority have gone for the cheapest contract hence location of their choice.

Couple not holding back a date at all and WANT windows.

A family member is negotiating on their behalf.

Their concerns because of older property is the windows will be fitted within time scale and will not take longer than advised if problems arise.

Afraid if something goes wrong it will make their life more difficult with their health problems.

They cannot move out for installation, they need their home to accommodate their needs.

What they are upset about is they have complied with all for the council, yet they have been let down, told windows would not be made until windows expert speaks with them at home which has not been done but was needed.

Told the windows (because they asked for certain criteria and spec which they were assured would be considered and decision given but hasn't ) this was ignored by contractors and they broke their assurances that someone would contact them before construction of the windows. This has never been done but windows have been constructed without consultation with tenants.

Can't really add anything except that the council have moved the goalposts, never mentioned at outset if you don't have them which they DO want, no repairs would be undertaken on old windows. IS THIS STANCE BY COUNCIL LEGAL? The elderly couple and family member are annoyed and distressed over the bullying tactics the council seem to be taking.

Hope that answers everything. Cheers folks.

[Mamyalynne]

I think the simplest route here is for the family member to tell the council it is fine to go ahead with the new windows but because of the age and disability of the tenants they must be completed as quickly as is possible, thereby minimising any disruption.

[woofgang]

I don't think that any council or contractor will give an assurance that any given repair will be completed within a given timescale. Poor weather, hold ups at previous homes and so on can all conspire to wreck even the best intentions. I am not sure why they would get any different criteria or spec from any other tenant? I worked for many years with people with chronic illnesses and disabilities. From what you have said, it does sound like the communication has been the main problem...and maybe...just maybe...the tenants have been given unrealistic expectations?

[dunnitall]

Thanks for your help, I just needed to know for them if council was acting illegally. Your help is appreciated.m