Family's Eight-Month Housing Nightmare Resolved Only After Press Exposure
A West London family has revealed how eight months of desperate pleas to their housing association went unanswered until a single call to the press finally triggered urgent repairs to their mould-infested flat. Kelly Butler, 38, her partner Ashley Dudman, 41, and their eight-year-old daughter have endured a harrowing ordeal in their Ravenscourt Park home since moving in last July.
Dangerous Conditions and Systemic Neglect
The family discovered multiple serious issues shortly after relocating through a mutual exchange. These included significant damage to doors and windows, persistent leaks from an upstairs property, and alarming damp and mould problems throughout the flat. Most dangerously, they unknowingly used a gas cooker for weeks that had been flagged as defective in a document left in a drawer, with an inspection apparently conducted just before their arrival.
"We noticed that when using the cooker it was smelling of gas," Ms Butler told reporters. "We just assumed that because it's a gas cooker it was going to smell more, because we're not used to it." The housing provider, Notting Hill Genesis, claimed they were unaware of the document until the family raised it, yet took no action to resolve the dangerous situation for months afterward.
Severe Health Impacts on Vulnerable Family
The poor living conditions have exacerbated serious health issues for all family members. Ms Butler has asthma, her daughter experiences breathing difficulties, and Mr Dudman suffers from scleroderma—an autoimmune condition that reduces his lung capacity to just 50 percent—along with hip arthritis. The mould and damp environment have significantly aggravated these conditions.
"We've been here nearly a year now and we've been fighting this since we first moved in," said Mr Dudman. "So we've been fighting this for a whole year and still nothing's getting done."
Ms Butler is also undergoing medical investigations after finding a lump on the same breast where she previously had cancer as a teenager, adding another layer of stress to an already overwhelming situation.
Complete System Failure Requires Multiple Escalations
The family reported seeing mice in the property and suspect one may have died in the bathroom. Despite filing formal complaints with the Ombudsman and alerting their local councillor and the Mayor's office, no substantive action occurred until the Local Democracy Reporting Service intervened.
"Eight months of being ignored. One week of press involvement. That says everything," Ms Butler stated bluntly. A contractor, PiLON, had visited earlier this year and compiled a repair plan, but Notting Hill Genesis failed to authorize the work until media scrutiny forced their hand.
Housing Association's Belated Response
Following press enquiries, Notting Hill Genesis finally sent a surveyor with contractors to begin repairs this week. A spokesperson apologized: "We are genuinely sorry that Ms Butler and her family have had to wait so long for these repairs to be completed. We should have been more responsive to the problems when they were reported."
The association acknowledged they are reviewing internal processes to improve repair response times and confirmed a £1 billion investment plan over ten years to improve homes across London and the Southeast. They stated the family should be able to remain in their home during repairs to minimize disruption.
Broader Implications for Housing Standards
Ms Butler emphasized the systemic nature of the problem: "What this situation clearly demonstrates is that without escalating this to the press, the Ombudsman, the Mayor, and our local councillor all at the same time, we would likely still be waiting."
She concluded with a powerful statement about housing rights: "No family should have to fight this hard to live in a safe and habitable home." The case highlights concerning gaps in housing association accountability and repair responsiveness that affect numerous families across London.
