Basingstoke man waits for two years for simple wall repair

Douglas Fraser, a Brahms Road resident, has been battling to get the wall fixed, but his efforts have been met with repeated delays and poor service.

Mr Fraser's troubles began three years ago when a retaining wall was built by SNG's subcontractors during the winter months.

The harsh weather conditions led to the mortar falling out between the bricks and the brick faces deteriorating soon after.

Douglas Fraser has been asking SNG to fix his wall for two years (Image: Newsquest)

READ MORE: Woman with disabilities left without shower after flooding in toilet

Despite promptly reporting the issue to SNG, Mr Fraser said he has been met with a series of broken promises and inadequate responses.

“I’ve been waiting for over two years,” he said.

“The last time they sent two men who showed up unprepared and left after just 30 minutes. They haven't been back since. I’ve called them countless times, and every time they promise to call me back, but they never do. It’s been a nightmare.”

Mr Fraser described the situation as "devastating" and criticised the lack of proper communication and completion of work.

“They shouldn't start jobs they can’t finish. It’s like they don’t have the right people for the job,” he added.

“And they just moan when we raise our voice. If you work in customer service, you should have people skills.”

Living alone and dealing with the stress of the unresolved wall repair has taken a toll on Mr Fraser’s well-being.

He said he has been on medication for stress and anxiety, and the prolonged issue has only worsened his condition.

“I feel like I’m banging my head against a wall,” he said. “They just don’t care. It’s never-ending.”

Mr Fraser’s frustration peaked when he was told by SNG recently that the next available repair date would be February 3.

“It’s outrageous,” he said.

“If the weather’s too cold on that day, they won’t even build the wall. This is exactly what happened in the first place, which is why the mortar and brick faces are falling apart. They’re just not equipped to handle the job.

The harsh weather conditions led to the mortar falling out between the bricks and the brick faces deteriorating soon after. (Image: Newsquest)

SEE ALSO: Festival Street Kitchen to close venue due to dispute

“I just want my garden back in order. It’s been a long and stressful wait.”

In response to Mr Fraser’s situation, an SNG spokesperson said: "We understand that incomplete repairs are frustrating for customers and only happen when necessary. We have to balance limited resources, and our team had to respond to an emergency repair inside another customer's home following a flash flood.

"With Mr Fraser's agreement, an external contractor will visit this afternoon [9 Sept] to assess the work needed. This is to get the work finished faster, so that Mr Fraser can enjoy his garden."