Kingston Council has been ordered to pay nearly £5,000 to a mother and her three children who were forced to live in a single hotel room for nine months after their temporary accommodation flooded. The Local Government and Social Care Ombudsman found the council at fault for delays in repairs, failure to offer suitable alternative housing, and poor communication.
Family moved to hotel after repeated leaks
The family, referred to as Ms B and her three children, had lived in the flat as temporary accommodation since 2019. In 2023, the flat suffered flood damage due to leaks from two flats above, which Ms B had repeatedly reported. A housing officer flagged concerns in October 2023, leading to the family being moved into a hotel.
The watchdog ruled the flat had been unsuitable from mid-August 2023. In the hotel, Ms B shared a single room and separate bathroom with her three children. The hotel provided breakfast and evening meals, but lacked cooking facilities, forcing Ms B to rely on sandwiches or takeaway for lunch and ask staff to warm bottles for her youngest.
Asbestos delayed repairs
The ombudsman found the council was too slow to identify a leak, causing unnecessary inconvenience. All three flats contained asbestos building materials, which complicated and delayed repairs. The hotel was deemed unsuitable due to cramped conditions and no cooking facilities, with no evidence the council considered its suitability for the family.
Repairs were not completed until July 2024, and when Ms B returned, water was still entering from above. This was fixed in August 2024.
Compensation and apology
The report stated: "I considered the flooding caused to Ms B's flat would always have caused her distress, even if there was no fault in how the council or its contractor responded to it. Ms B faced understandable worry at the potential health impacts of water entering her flat." The council agreed to apologise and pay £4,800.
A Kingston Council spokesperson said: "We remain committed to ensuring our residents have safe, warm and secure homes. We acknowledge the Ombudsman's findings and accept that, in this case, our service did not meet the standards expected. We are sorry for the impact this had on Ms B and her family."
