A man who sustained burns when a council boiler’s pipes ruptured has shared that nearly a year after the incident, he is still managing the wounds and scars caused by the scalding.

James Bowman, who was present at Pimlico’s Lillington and Longmoore Estate during the incident in December 2024, recalled, “I heard some loud clangs, then a pipe burst and suddenly I was drenched in boiling water. I remember witnessing my skin peeling off.”

This incident was part of a communal heating network operated and maintained by Westminster City Council. The council clarified that the leak originated from a commercial supply and was not associated with the Pimlico District Heating Undertaking (PDHU).

*Caution: This article contains a potentially distressing image.*

Mr. Bowman expressed, “Recovering was challenging, both physically and mentally, since I was unable to participate in my usual activities.”

He shared his struggles, stating, “I faced great difficulty with even simple tasks, like putting on my clothes.”

While he mentioned that his scars were gradually healing, he noted that his skin remained taut and required frequent moisturizing. Currently, he is pursuing legal action against Westminster City Council for damages.

The council, which oversees the heating system, has refrained from commenting on Mr. Bowman’s situation.

The Pimlico District Heating Undertaking is recognized as the oldest communal heating system in the UK, catering to over 3,200 homes. Heat is distributed from the energy center at Churchill Gardens through underground pipes to residential buildings, where it is then channeled to individual radiators.

Jim Glen, the Conservative ward councillor for Pimlico North, pointed out that the pipework is outdated and nearing the end of its functional lifespan, with the pipes embedded in the buildings’ concrete.

Westminster City Council has announced plans to upgrade the system following consultations to determine the best heating supply option.

In a related story, Andie Williams, a resident of the estate, reported experiencing ongoing leaks and flooding in her apartment for the past decade. In 2021, the ceiling of her bedroom collapsed due to burst pipes in Charlwood House, resulting in severe damage.

Upon revisiting her flat nearly four years later, Ms. Williams remarked, “It still feels like living in hell. The latest leak occurred in March 2025 when the ceiling of my living room fell in, which was quite traumatic.”

Since 2021, she has encountered an additional two or three leaks in her bedroom and now struggles to sleep there.

“I live in constant anxiety and fear,” she lamented. “I feel trapped, unimportant, and I dread winter when mold and dampness return. I have no idea how I will manage.”

Ms. Williams’ building is managed by the A2Dominion housing association.

Kate Gascoigne, the chief customer officer at the association, expressed her regret over the issues raised by residents, including Ms. Williams, concerning repairs and maintenance in Charlwood House. She assured that safety remains their utmost priority and that they are collaborating with Westminster City Council, which owns the building and oversees the properties on their behalf, to ensure all necessary repairs are made.

Liza Begum, the cabinet member for housing services at Westminster City Council, acknowledged awareness of Ms. Williams’ predicament. “I sincerely apologize for her experiences,” she stated. “As an A2 Dominion tenant, we have worked with them and proposed four properties which Ms. Williams deemed unsuitable; however, we will keep supporting her in finding a suitable home.”

In 2023, Westminster City Council commenced a consultation to determine the most effective method for upgrading the PDHU and held a special meeting to explore available options.

Glen expressed concerns regarding the Lillington Estate’s historical status. “How can we re-pipe it? The pipes are installed within the concrete structure,” he stated. “This issue keeps resurfacing. Multiple flats have experienced leaks over the past decade, and the uncertainty of when the next incident will happen is deeply distressing.”

The council’s final decision on upgrading the PDHU is anticipated next year.

Darlene Torey, the bookings administrator for the Lillington and Longmoore Gardens community center—which provides services for young mothers, community groups, and seniors—has witnessed the detrimental impact of burst pipes on the community space and the residents who depend on it. The center had to close for two weeks after significant flooding from the pipes damaged one of the meeting rooms.

“The main committee became overwhelmed, leading us to establish a sub-group specifically for addressing leaks and repairs,” she mentioned.

However, the community is not only plagued by burst pipes. Dampness, mould, and even raw sewage backing up into bathrooms and balconies are major concerns for many residents.

Begum acknowledged the persistent leak issues at the Lillington and Longmoore Estate, attributing the problems to “decades of underinvestment” by previous administrations in the PDHU.

“We allocate around £3.5 million each year for repairs linked to the PDHU,” she said. “I want to emphasize that we take residents’ concerns seriously. As a social housing tenant myself, I’ve experienced the challenges of getting repairs done, so I fully understand the difficulties involved.”

Ms. Begum revealed that the council is exploring 13 options for upgrading the heating system, ultimately narrowing it down to five potential choices currently under consideration. “We recognize the urgency of finding a resolution and aim to achieve this by next year,” she added.

In February 2025, the social housing regulator (RSH) awarded Westminster City Council the highest possible rating for its housing services for the first time, which sparked outrage from Glen. “The RSH didn’t consult with any leaseholders, who might provide a more candid perspective, as many social tenants feel obligated to their landlord,” he asserted.

Ed Pitt Ford, Glen’s colleague and fellow councillor for Pimlico North, echoed that sentiment, stating, “This rating doesn’t reflect the reality on the ground. It was disheartening to see Labour councillors celebrating when we know the situation isn’t indicative of a top-tier housing provider.”

A representative for the RSH acknowledged residents’ frustrations when issues arise. “We are aware of these concerns and have communicated with the council regarding them,” the spokesperson noted. “Landlords with a C1 grade meet our overall standards; nonetheless, they still have areas that require improvement. In our inspection of Westminster City Council, we observed the ongoing efforts the council is undertaking to enhance its repair services, and we expect them to continue engaging with tenants as necessary adjustments are made. Our regulatory oversight extends beyond our four-year inspection cycle, allowing tenants to reach out to us at any time.”