Residents of a housing complex managed by London’s largest housing association have expressed their anguish after enduring a 12-day period without running water due to repairs on a leaking supply line.
Tenants and leaseholders living in the 12-unit building in Sidcup, situated in southeast London, reported that they were unable to shower or maintain cleanliness for nearly two weeks after London & Quadrant contractors unexpectedly cut off their water supply last month. Some residents, particularly older individuals and those with disabilities, described enduring damp conditions in their apartments, plagued by black mold, while awaiting resolution of the leak.
Anna Petrova*, aged 76, recounted her experiences, stating she had to travel a 20-minute walk to a nearby leisure centre to use the showers and was unable to keep her flat clean, which had become infested with mold.
“Thames Water has been delivering bottled water every day, but we had to transport it up several flights of stairs from the entrance, and it wasn’t sufficient for washing dishes or flushing toilets,” she explained. “I was able to use the restroom at a friend’s place, but one of my neighbors is 93 and suffers from advanced dementia, while another is blind and disabled and cannot manage this situation. I called L&Q daily, but they couldn’t provide clarity on how long we would have to endure this struggle.”
Residents indicated they received no written notice regarding the disruption of their water supply. An L&Q contractor had knocked on doors before the water was turned off, but those who were not home only realized the issue once they turned on their taps to find no water.
L&Q, which serves approximately 250,000 residents across more than 105,000 properties, primarily in London and the southeast and northwest regions of England, admitted it had fallen short in delivering sufficient updates and guidance and was slow to restore water service. In correspondence with the residents, the organization acknowledged that the bottled water provided was inadequate and that they should have informed residents on how to request additional supplies.
The water supply was reinstated last week, but residents, including Petrova, reported ongoing issues with mold and dampness stemming from the leak.
“It took L&Q three weeks to accept responsibility for the leak in the communal pipe on the top floor of the building,” she explained. “Then, it required another six weeks to repair it, during which time water spread from my bathroom to my kitchen, leading to the need to isolate the electrical supply due to flooding of the light fixtures. I couldn’t leave my apartment because I had to keep emptying buckets of water as they filled up, and the rooms are now excessively damp. I’m worried about the structural integrity of the floors and ceilings.”
L&Q has proposed offering residents £420 in compensation for the service disruption and has pledged to repair damage to the units of social tenants. However, leaseholders like Petrova have been instructed to file claims through their insurance.
In 2023, L&Q was directed to pay £142,000 to residents after a housing ombudsman investigation revealed a “prolonged period of decline” in service quality. The investigation highlighted repair delays and a lack of attention to the needs of vulnerable individuals. An independent review, prompted by a Guardian investigation, had earlier pointed out failures in addressing urgent repairs.
L&Q informed the Guardian that it has initiated an urgent review of its response to the situation and that it has reached out to residents to offer additional support.
“We sincerely apologize for the significant disruption and distress experienced by residents at Etfield Grove due to the leaks and subsequent loss of water,” stated David Lewis, the group director of property services.
He added, “We recognize that we should have done more to connect with and assist them during such a challenging time.”
*Name has been altered.
