I have moved home seven times since Monday the 12th of July 2021 when Ladbroke Grove was hit by what the media called a “Biblical flood.”
As I evacuated myself that day, I had no concept of the bureaucratic Kafkaesque indifference and incompetence that has replaced the duty of care and professional standards of my landlord, London & Quadrant.
As my North Kensington exile began, I had no idea it would be an ordeal that would push me to TOTAL exhaustion. I also had no idea that my landlord housing association would be so ambivalent about what happened to me.
July 12th: The Flood
I had been working overnight and got back to my home, a basement flat on Ladbroke Grove at 8am that day. To try to regulate myself back to normal hours, I carried on with my day rather than going straight to bed. By 4pm I was hungry but chose not to go out for food because of the heavy rain that had started outside. Instead, a nap on my sofa.
I slept for an hour and a half and when I woke, I was out of it, that jet lagged feeling of being in-between conscious and unconscious. There was silence, aside from the comforting sound of rain outside.
As my eyes began to focus, I thought “Wow, this is beautiful, the floor is reflecting the water falling on the window…”
I watched the watery floor for a while, not even realising yet that my curtains were closed, so no refection was possible.
I stepped down from the sofa – splash – and jumped back up at the immediate discomfort of my toes touching the cold water – “aaaargh” – the shock – “what the fuck? It wasn’t a dream!!!!! Aaaaaaargh… This is real water” I shouted. And that’s when, sitting on my sofa barefoot, the beautiful dream and floating sensation turned into a nightmare.
“Where is this water coming from?” I asked myself, confused.
Barefoot and scared of being electrocuted, my phone not nearby, for ten minutes I was paralysed. The only way out was to put my feet in the water. After what seemed an age of interminable considerations and careful scanning of my surroundings, I stepped into the water and headed for a cupboard where I knew I had some wellies.
The rain coming in under the front and back doors, I wandered around trying to save things, removing appliances from danger, my possessions floating around me. My panicked inventory took me to my bedroom. I stopped in the doorway and my wooden table floated past me, for a split second, watching this scene, I was back in my surreal dream.
The only dry place in the flat was the bathtub, which I started using as a storage unit.
My face was soon wet with tears, my moment of despair stopped short when I saw my neighbour coming down the stairs at the front. “You too?” he asked, ”don’t cry, we’re ok, it’s only material things, we can replace all this. We’re OK, it’s the main thing.”
We went to check our other neighbours and realised the flooding was widespread. 999 and the fire brigade couldn’t come – “too busy” – the first of many occasions when help wasn’t forthcoming.
London & Quadrant
This is the name of the housing association, L & Q, who bought their stock from Notting Hill Housing Trust back in the day. I had lived in the flat since 2009. I called the L & Q emergency number but got what I learned would be the usual response when somebody needs something: tried to get me off the phone…but she also heard the sirens in the background, and said “don’t worry you’ll be booked into a hotel. Somebody will call you back with the booking information.”
My powerlessness had begun.
“Somebody will be with you in the next four hours.”
“Within four to five hours but We don’t know. It might be longer…”
I filmed my flooded flat and sent it to a friend, a stall holder from Portobello market, where I had been working over the weekend. Why him? Because he was always bragging about Polish people being construction experts. He offered to come over. “Great, thank you so much” and I’m not sure why, still in a state of confusion all I asked him was “bring apple juice and bin bags.”
He was proactive, getting the water out, but I was half working, half paralysed with indecision/confusion. The rain stopped. He got all the water out, from six inches to almost none.
When the electrician arrived, he took photos and told me “we’ll pass it on, somebody will come tomorrow.”
At 9:30pm details arrived about my new home: Marylebone Travel Lodge, for three nights.
At midnight I was still in my flat salvaging. I stayed, frozen with the trauma, watching the sky for more rain, till 4am when I packed my plastic bags and headed to Marylebone.
L & Q call me: the Tenancy Management Officer wants to talk about my request to move to a new flat. This is not a request I made because the flood, but three years earlier. I was granted a transfer then and after ignoring me all that time, they were suddenly in touch asking me to fill out the same forms I had already filled and sent back 18 months ago. They decided now was the time to get into the administrative process of moving…at the exact moment when I needed them to help me in the emergency. But as annoyed as I was, and not knowing whether to laugh or to cry, I thought “great! yes, let’s do this now, please do the transfer now, since I’m technically homeless. Let’s get things moving.”
From that phone call, my life has been at the mercy of L & Q, its maintenance team, its rehousing team, its other team whose names I can’t remember. L & Q…
Marylebone Travel Lodge was extended for a few days, and Eddie from the Maintenance Team, wanting to do good in this world, was helping me. He was determined to help me, a decent human being watching another in a difficult situation. Eddie had the technical skills and knowledge to quickly and efficiently resolve the issue in a practical manner, but he was still unaware at this point of the administrative chaos and infinite meetings he’d have to go through to actually start the work.
On Ladbroke Grove, Eddie took photos. In Marylebone, I made friends with the hotel receptionist, useful because it was she, not L & Q, who told me whether I’d have a roof over my head, day by day, and if my booking was being extended.
I was back at work too, partially on location and partially “from home”, the latter being made almost impossible with the internet at the Travel Lodge (£3 a day for an insecure and unstable public/not confidential network); L & Q’s 45-60 minutes on hold phone line wasn’t helping my career.
Ten days on, no internet, no fridge, no food vouchers, nada, no L & Q direct phone or email.
Only one thing for it…I went crazy at them. The result: they gave me my birthday present: an email address for my rehousing officer so I could make my first complaint against L & Q.
Reply from L & Q: Complaint received, and they’ll be in touch. Another email from L & Q: ‘Customer’ satisfaction survey.
Conversations with L & Q follow a pattern. Them: “I’ve asked my accommodation booker to find you more suitable accommodation, a one-bedroom flat.”
Me: “Why don’t you just transfer me to a new flat and save money on hotels?”
Them: “I can only offer you a new flat if the maintenance team say the repair work will take more than six months.”
At this point, it will apparently take two weeks for me to be home again. It’s always two weeks. I will soon get to understand the how long two weeks is.
Back and forth I go to Grove, letting people in to the flat to take photos.
On the 28th July, 3:30pm, I am offered a one-bed flat in Earl’s Court. One hour later, this has inexplicably changed to a studio flat.
On the 29th, with no idea if I had a bed that night, I email L & Q at 9:45am, telling them I have to vacate my hotel room by 12. They tell me the studio flat is booked for a week, and I’ll have a one bedder straight after. I presumed this would be for the duration of the repair work. How wrong I was.
Finally, a decent place to stay – stylish, has a kitchen, and INTERNET! I can work from home…
L & Q sent a decontamination team to the Grove. Working night shifts, on location, but I am there to let them in. I’m hopeful, optimistic, excited even…a decontamination team getting involved, maybe in two weeks, I’ll have a home again.
But of course, the decontamination team had the appointment time of ‘the afternoon’ and when they finally arrive (from Wales!) I opened the door expecting to see something like the Ghostbusters, a decontamination team coming to sanitise and disinfect sewage and water damage, known to be toxic, but am met by a man with a bucket and mop.
Surveying the wreck of a flat, he declares “I don’t know what to do.”
“I bet you don’t” I think, “I too have a mop and a bucket and already extensively used it in the property.”
L & Q haven’t told him about the damage. He leaves, back to Wales, without doing anything, except taking photos.
A week passes and I am moved from the studio flat to the one-bedroom flat originally promised but my booking remains insecure, only extended for a week at a time.
My key contact is still not anybody at L ‘We care about the happiness and wellbeing of our customers’ & Q, but is the receptionist at my new accommodation, who informs me that they are fully booked from 26th August, but that they (the hotel staff, not L & Q who are possibly busy analysing their many photos of my flat, seeing who captured the damage most artistically) are trying to rearrange things so I can stay.
On the 26th, I call L & Q. I give the rehousing officer there his colleague Eddie’s email address so they can coordinate their work. I’ve become a project manager. The flooring in the flat on Ladbroke Grove is removed to reveal polystyrene, which cannot be decontaminated, so the floor is to be replaced.
I call L & Q. 45 minutes on hold, and then I am told that only one person on the team can possibly help me, but they are on annual leave. I email and am told that my current accommodation cannot be extended beyond the 7th, but that I will then be given accommodation until the end of the repair works.
I reply: “Why do I have to move again? I am working…”
They reply: “The reason is: you can no longer stay there, they’re fully booked”
They offer me a studio. I remind them that I had predicted this would happen. But of course, the person I warned (a true representative of L & Q) probably has no interest in my situation, certainly not enough to raise the issue with a colleague who might later be called on to do something for the ‘happiness and wellbeing’ of a customer, or a tenant, as I like to think of myself…
But the tenant is the last thing that matters to L & Q, we are chess pieces (specifically, pawns) being moved at their convenience, not human beings who they have a responsibility towards.
I’m pissed off. I want to stay in Earl’s Court and am working with the real people on the reception to try to make it happen. As my departure approaches, I’m in denial. I can’t really face another move at somebody else’s lazy, indifferent discretion.
I’m offered a place in London Bridge “for the remainder of your decant” but we all know what that means by this point. I refuse and they reply: “It’s only seven miles away” from Ladbroke Grove.
I’m then offered a place in St Christopher’s Place, West End. I take it, preferring it to the 14-mile round trip to let people take photos of my ruined flat.
A lot of phone calls later and I move again. I must be out by 12, but the new place won’t be ready till 4pm. L & Q start booking overlapping accommodation, so I officially have two flats for a day, paid for by…L & Q’s insurance? Their tenants? Customers…
My belongings on Ladbroke Grove are to be put into storage.
ACE Removals call me to say they will bring boxes to pack my stuff. They ask for a video of my flat so they can evaluate how many boxes to bring. I send one, but there’s no reply from “high quality” ACE. They don’t do any of the things they said they’d do.
ACE call me, angry and aggressive. As I hadn’t heard from them, and was working, I had presumed the removal job was off. I had emailed L & Q that ACE hadn’t confirmed.
“Award winning” TSG Gas also give me grief, twice standing me up when I travel to Grove, waiting in the contaminated flat to let them in to do a gas check.
I hear that I will have to move again in five days, to James Street, West End. There’s no news on the decontamination of my Ladbroke Grove flat.
Once my things are in storage, they’ll be stuck there till I move back home. How long will it be until I get my belongings back? I know their “two weeks” deadline could take me beyond winter. Shall I keep my winter jackets with me?
I email L & Q asking for a longer-term solution and complaining about the removal man’s abuse, criticising the gas company. Exhausted and close to burnout, but still confident in my ability to argue.
I am offered a ‘L & Q private apartment’ and my belongings being stored in another vacant L & Q flat. Again, I’m told I’ll be there for the duration.
James Street won’t be renewed, I’ll have to leave on 4th October.
I’m offered studio flats in Vauxhall and Covent Garden, but I have collected more of my things so need a bigger space and to be closer to Grove. The weekend arrives, it all goes quiet.
All, packed, dressed up and nowhere to go. Emails to L & Q: ‘I have to check out in two hours, where do I go?’
My anxiety rises, I call, 45 minutes on hold…
’For anything else, press zero’ – I press zero, I ask to speak to somebody about my situation. They transfer me. There are two rings and the line goes dead.
I call back and speak to six different people, they all tell me I’ve come through to the wrong department (reception.) The L & Q receptionists are irritated and start shouting at me. The call ends.
Call seven and I speak to a functioning human, Corinne, who is keen to get things sorted. 30 mins before checking out, I get a call from L & Q telling me: “You can stay in Covent Garden for a week while we sort things out.”
The L & Q culture of rudeness is getting too much. I want to cry. I get a cab to Covent Garden, knowing it’s only for a week max.
I’m offered a place in Hammersmith. Phew. And maintenance work at Ladbroke Grove is due to last four weeks as the radiators have detached from the wall.
My Hammersmith phase begins.
I request an update including how long it will be till I can go home. No reply.
I again request an update. No reply.
I email again asking for an update, adding that I had popped to Ladbroke Grove and found that my front door had been left open by L & Q.
I add: “I have moved seven times, and I do not wish to move again, this is causing physical and mental strain.”
I email: “My temporary accommodation will end soon – what is happening?”
I send an email compiling my various unanswered questions.
And I ask for an update, again.
This time, a reply from L & Q: ‘I’ll let you know on the 16th where you’ll be living on the 17th’
With L & Q it’s always the eleventh hour, or it isn’t done, or you’re ignored.
Email from Eddie at L & Q: ‘I will meet with my colleagues and update you in due course.’ Due course!
My booking in Hammersmith is extended to “the beginning of December.” I am still there.
“Hi Miss H, Hi Eddie,
Tomorrow is the beginning of December and I was not specified a precise date for the end of my booking but could you kindly give me an update of the work in progress and extend the booking accordingly if necessary.
“Hi Miss W****,
The current hotel booking expires on 17th December 21, @Eddie are you able to provide an update on the works?
Email to L & Q:
“Hi all (Cc: Miss H – Rehousing Team + Eddie maintenance),
Just a reminder that the booking expires in 3 days (please see email below) Please advise accordingly.
– L&Q reply:
“Hi Miss W*****,
I do not have any updates on the repair works however, I have extended your hotel stay for 28 nights to cover the Christmas period and New year. Your extended booking ends on 17th January 2022.
At 20:39, an email from Eddie. He’s happy to tell me the work has started and he’s expecting it to last for…guess…two weeks!!! Rejoice.
He has a feeling we may be close to completion…. I can’t help laughing, I’ve been told two weeks since July! Eddie is professional, efficient and compassionate, but even with these qualities, he can’t overcome a chaotic L & Q system.
I find out from the receptionist at the hotel my booking was extended for another four weeks.
I miss a call from M****, newly in charge of the open complaint I made years ago regarding harassment I suffered from my neighbour (antisocial behaviour, stalking, invasion of privacy in the form of opened mails, peeping through my bedroom window, rubbish thrown outside my bedroom window). The complaint had previously been closed without the complainant being informed.
M**** calls to ask me how I am doing; she means well and is really trying to help but has also been caught in the web of an overcomplicated system.
I’m confused because it seems so pointless, she knows it, I know it. She can’t offer me a transfer as that falls to a different department; she is aware I’m being decanted, temporarily solving the harassment issues but still must call me to keep the complaint open! Are you still following?
I’m drinking a glass of Prosecco at my temporary home in Hammersmith, after a long day of work, although I’m not sure what I’m celebrating because I’ll have to follow up with L&Q soon regarding the end of my temporary accommodation booking coming up soon, admin / complaints / transfer request from years ago, advancement of renovation / philosophical questions like “Do we really know how long two weeks is?” but let me unwind and pretend everything is normal, just for a minute…
Tenants are customers in London in 2022. Duty of care and professionalism are indifference and incompetence. Two weeks is now indefinite. Justice is nowhere to be seen. I raise my Prosecco to the other flood victims of 2021 – those who didn’t have the strength to speak up, those left rotting in contaminated properties and those waiting for their two weeks in a hotel to end – I hope they haven’t suffered the double disaster of the flood and London & Quadrant…
By ‘Miss W’