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Who cares about me?
• I WAS woken after midnight on March 9 by someone from Family Mosaic, my housing association, alleging there was a leak from my flat. Investigations proved it was from the flat above me, leaking into a cupboard in my flat.
No apology was made and when I asked for assistance in clearing this cupboard, because I am disabled, this was refused. A technical officer did visit, and removed a waterlogged heater. He said he could not help me clear the cupboard. I rang repairs and asked for assistance and was told it was not Family Mosaic’s policy to assist disabled people. I later discovered sheets, a pillowcase, a dressing gown and a handbag damaged beyond repair and had to dispose of them.
A week after finding this leak I discovered a black damp patch opposite my bed. I reported it to repairs, and said I thought I might have priority as I am disabled. I was told I had no priority and an appointment for a technical officer was made 10 days hence.
He told me the damp patch had been there for some time, that I would receive a letter within 28 days and it wasn’t urgent. I received a letter for treatment of this damp patch for April 25, a wait of six weeks.
I am 69, live alone on the state pension and have seven incurable conditions, including arthritis, fibromyalgia, IBS, seed corns on foot soles, hallux limitus and Raynaud’s Syndrome, a circulatory condition resulting in perpetually cold hands and feet. I do not know how sleeping in a damp bedroom can benefit me. Why did Family Mosaic publish a newsletter stating disabled people receive priority treatment where repairs are concerned? It has my medical details and, anyway, I was informed that matters of health and safety relating to me will be prioritised.
But Family Mosaic says it knows nothing about me. My phone calls to the complaints manager have been ignored. I have tried to contact my housing officer but she did not return my call.
I have been through stage one of the complaints procedure but have had no response. I must now go through the second stage of the complaints procedure – no easy task. I hope Family Mosaic realises I will not go away and that I want compensation for items outlined in my complaints letter. I also feel an apology is due.
Family Mosaic has shown it cares nothing about its most vulnerable tenants. Perhaps publication of this letter will change attitudes, or not. Only time will tell.
Annette Trickitt
Barnsbury Square, N1
A Family Mosaic spokeswoman replies: “Ms Trickitt was woken up in the night because we had to get access to a cupboard affected by a leak. Unfortunately, our contractors are not able to remove personal items from cupboards, it has to be done by the resident.
“The contractor on the night assumed she was a tenant not in receipt of any extra support. We do apologise for any distress we may have caused her by waking her up.
“There was a delay in getting a surveyor around to assess the property for repairs because the person who was dealing with that was on annual leave. The repair is being carried out within our normal response time of 28 days from the surveyor’s assessment.
“We apologise for any delay in getting the surveyor around. However, we haven’t marginalised her disability at all. All repairs are treated the same.
“To be treated as a disabled person and given priority treatment, the tenant would need to go through her housing officer and ask for a home with extra support. She perceives herself to be disabled. However, we don’t have her down as disabled, we have her down as having a normal tenancy. She has been offered support before which she has decided not to take up.
“She did have a problem with a stiff door a couple of years ago which we sorted out and have instructed that her front door be serviced every month. We apologise for any distress caused to her.”
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