Basingstoke mum's flat left in ruins after water leak

Liesha Nangia, 41, a homeowner in Winterthur Way near Basingstoke railway station, says the negligence of Romans Letting Agency, which manages the flat above hers, has led to mental and financial strain, leaving her family in a state of incredible distress.

Although Liesha says she first complained about the leak on September 12, Romans claims the complaint was put through its online platform, whereas urgent matters should have been raised via phone.

Claiming they were alerted via phone only on September 16, Romans said it didn't act on it immediately because the block management company's insurance provider told the agency to await the results of a track and trace assessment.

The assessment was finally done only on Tuesday, October 1 — the same day the Gazette contacted Romans for a comment.

The nightmare began three weeks ago when it started as a small leak from the ceiling of the flat Liesha owns.

Alarmed, she immediately contacted Romans, the company responsible for managing the property above, pleading for urgent action.

There's severe moulding in multiple rooms following the leak (Image: Newsquest)

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

Liesha alleges the agency initially denied any issue, insisting there was no leak coming from the flat above.

"I contacted them the moment I saw the water, hoping they’d sort it out before it got worse," Liesha said, speaking through tears.

"But they tried to brush me off, saying there was no leak from their property. They ignored my concerns, and the problem just kept escalating."

She also copied in Victory Hill Management Co Ltd, the company in charge of managing the Winterthur Way buildings, but she said the company said it was a private matter between the two individual flats.

First, they tried to control the leak by storing water in buckets and throwing it in the toilet. But following multiple leaks, the flat became unlivable and it was impossible to do that anymore.

"My entire home is left in ruins, and now the leak is spreading," she said.

"It’s affecting the neighbours too."

She believes the agency should have conducted a "trace-and-access" inspection immediately to identify the source of the leak before it escalated.

Instead, she says their negligence has turned a manageable issue into a catastrophe.

After no accountability from the letting agency, Liesha said she was forced to hire a plumber at her own expense.

The plumber confirmed that the leaking pipe was coming from the property above and advised that the problem could not be fixed without intervention from the owners of the flat upstairs.

What began as a small leak in one room has now turned into a full-blown disaster.

Water is seeping through multiple parts of the flat, making it completely non-livable.

One section of the ceiling has begun to cave in, raising fears that it could collapse at any moment.

"There's mould growing all over the ceiling, the carpets are completely destroyed, and the smell is unbearable," Liesha said.

"Water is even flowing out of the front door now. It’s a health hazard for everyone, and my neighbours are complaining about the smell, but what can I do?"

As the damage worsens, the water has also started to seep into the flat below.

Liesha says she feels trapped and helpless, with no end in sight to the ordeal.

"We’re being asked by the neighbours to fix it, but there’s nothing I can do on my own. I’m under incredible stress, both financially and mentally. My husband and I haven’t slept properly for days," she said.

An IT professional, Liesha has been working on a project for the past two years, and it is nearing completion now.

"I should be focusing on my work now. I have been working on it for the past two years. But here I'm fighting battles with a letting agency. It’s ruining my life," she said.

Liesha is also worried about the impact this ongoing crisis is having on her two children—a 15-year-old daughter preparing for her GCSEs and a seven-year-old son.

The couple has been trying to shield their children from the severity of the situation, but the strain is starting to show.

"We’re trying to put on a brave face for the kids, but the stress is unbearable," Liesha said, her voice breaking.

It has now become a serious health hazard due to the leak (Image: Newsquest)

SEE ALSO: Dad avoids bite from false widow spider in Basingstoke

Liesha purchased the flat in 2020, hoping it would be a solid investment for their family. Instead, it has turned into a nightmare that seems impossible to escape.

"It’s heartbreaking," Liesha said.

"I already have health issues, both physical and mental, and this has just pushed me to the brink."

A Romans spokesperson said: “We were first alerted to a suspected small leak between two flats on September 16, we immediately instructed a contractor to attend the same day.

“We were categorically told by the block management company's insurance provider we had to await the results of a track and trace assessment before undertaking any further action, which took place on October 1 across four flats in the block.

“Romans are deeply committed to the health, safety, and comfort of our tenants and to supporting the communities in which they live. We always aim to address concerns as quickly as possible, working within our remit with all parties to resolve issues effectively. Throughout this process, we have been in close contact with the residents of the affected flat, the block management company, and their insurance provider to find a resolution. Our goal is to minimise disruption and ensure that everyone affected feels heard, supported, and confident that their well-being is our top priority.”