When Eve returned to her Shepherd's Bush flat, she found electrical sockets hanging out of the walls, unfinished flooring, and construction materials left on display—clear signs that the repairs were far from complete. The mother of two had been told she could move her family back in, eight months after being decanted to allow for the works. What she saw left her shocked.
Eight Months of Disruption
“We’ve spent almost a year without our home, we’ve had to move multiple times, we’ve lived with uncertainty every single day, and all I’ve ever wanted is for my children to come home to a property that has been repaired properly,” Eve said. “I don’t think that’s too much to ask.”
Mark Newstead, Director of Major Programme at L&Q, which manages Newall Court, apologised for Eve's experiences and assured that the repairs would be finished before she moves in this coming Friday.
Ongoing Issues at Newall Court
Eve, who did not wish to give her second name, has previously spoken about ongoing battles against leaks and poor management. In April, she told the Local Democracy Reporting Service (LDRS) how a lift dropped two floors while she was inside, saying she thought she was “going to die”.
“My daughter has asthma,” she said. “It’s a lot of stress for her going up stairs when the lifts are broken down but she’s forced to do it because she’s terrified of going in those lifts and something happens.”
At one stage, Eve was left without a bath for two days after contractors removed her old one without an adequate replacement, leaving the family with nowhere to wash.
Decanted to Temporary Homes
Following our reporting, Eve and her two children were decanted to a temporary home in Ladbroke Grove to allow for works to be carried out. Since then, she has been moved several times and is currently in an Airbnb in Shepherd’s Bush.
Eve said she had believed they would be relocated for just a short period, but the extended delays have disrupted her and her kids’ routines. “My daughter has severe asthma and life-threatening allergies, and my son is also a vulnerable child. Everything I’ve done over the last year has been about making sure that when I finally take my children home, I know they’re returning to a home that is genuinely safe.”
Move-Back Email and Shocking Visit
Eve received an email from L&Q on July 29 telling her she could move back in, with her stored belongings to be delivered over the following two days. However, when she visited the property to check on progress, she was shocked by what she saw.
In an email to L&Q seen by the LDRS, she wrote how it was “plainly evident” the property was not complete nor suitable for occupation. “Even if contractors intend to continue working this evening or tomorrow, it is unreasonable to expect my family to return on Friday immediately after rushed construction and decoration works,” she wrote. “My daughter should not be expected to return to a property containing fresh paint fumes, dust and the effects of last-minute building works.”
Demand for Meeting Before Move-In
Eve has also requested a meeting at the property with L&Q before any move-in date is agreed to ensure all outstanding works have been completed.
She told the LDRS: “For almost a year, I’ve felt like I’ve had to become the project manager for my own home. Instead of simply being able to trust the process, I’ve had to chase updates, question decisions, ask whether the work was being carried out in line with Awaab’s Law and push for proper investigations every step of the way because my children’s health is far too important for me to simply take reassurance at face value.”
L&Q Response
Mr Newstead said: “We're very sorry for the problems Eve has experienced with her home, and recognise it has taken too long to put things right. The work required was more extensive than we originally expected and has taken longer than planned. The remaining repairs will be finished before Eve moves back in this Friday. We'll meet her there beforehand to make sure she’s happy with the work and that everything is ready for her family's return.”
