Clarion resident's anger at having no hot water after boiler broke

Natalie Cowburn, 53, lives in Chivers Close. The heating stopped working at her property on March 8, with the issue remaining until March 14.

The boiler in her house had broken down and, although she phoned Clarion Housing, her housing association, the following morning, the situation got progressively worse, eventually resulting in the ceiling in her hallway falling in. 

Natalie said: "I called Clarion initially on March 9 but heard nothing. I rung back again on March 10, and at around 3pm I was told they were going to be coming on the Monday. We had no hot water, and then had a leak on Saturday morning, so we had to switch off the water. I was distraught."

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A plumber came on March 12, but could not resolve the issue, even leaving Natalie to clean up the mess from the collapsed ceiling herself. After ringing Clarion again, she was told someone would be out on an emergency callout on Monday. This was the last straw for Natalie. 

"I was told by Clarion that they understood what I was experiencing, five days after informing them of the issues," said Natalie. "How can they claim to understand after leaving me without any hot or running water all over the weekend?"

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Natalie also has a stoma bag. She continued: "Without running and warm water in the house, keeping myself and my stoma clean has been so difficult, and it's a detriment to my health. I've never felt so degraded in my whole life."

Natalie and her family were left without hot water for six days, and had no toilet or running water for 36 hours.

Natalie added: "I can't even put it into words. I've felt like a prisoner in my own house. It's left me so upset and angry. All I want is the issue resolved, an issue which should never have been allowed to get as bad as it has."

Clarion Housing has since been to Natalie's property to remove the hall ceiling, which is due to be reboarded and replastered.

A spokesperson for Clarion Housing said: “We apologise for the delays Ms Cowburn and her family have experienced in getting the repairs in her property completed.

"When our contractors visited the property they repaired the leak and restored her water supply, but there have been delays in completing the repair of the damaged ceiling, and we are sorry for this.

"Our specialist team have now reviewed the ceiling and has established a plan with the resident to complete these repairs as soon as possible.”