When Michelle Phillips moved into her new property in East Didsbury in February 2021, she hoped it would be the start of a new chapter in her life after moving out of her previous house due to a squirrel infestation.
But when she got the keys to her front door, she realised the situation she had now found herself living in was going to be far from ideal.
Michelle, 54, was moved out of her previous home after an extensive pest problem during the first lockdown which saw squirrels overtaking her attic and keeping her awake all night by the sounds of scurrying and scratching. She said she lost her job in retail due in part to the sleep deprivation caused by the issues.
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Michelle said attempts to control the situation only made things worse and, after living in the property for 19 years, she was relocated to a new property by Southway Housing.
Upon moving into the new property, Michelle said she discovered that the front door didn’t shut properly, the flat was ‘covered in mould and damp’ and had rotten floorboards. In addition, she said waste water regularly came through the bathroom plugs but this was since fixed.
Michelle said all of the radiators in the property also had to be replaced after moving in due to the level of rust covering them. “When you put them on, your throat would feel like it was hurting from the rusty smell that developed when they got warmer,” she explained.
Southway Housing said it has fully investigated and responded to issues when made aware of them, but accepted they should have left the void property in a better condition, offered compensation, and completed reported repairs prior to Michelle moving in.
Since February 2021, Michelle says she has been ‘plagued’ with issues and feels like she is ‘fighting’ to get her voice heard as she continues to ask Southway for assistance. She said she has to put sheets over her front door as part of a temporary solution to stop cold air coming into the property, and her window frames don’t close properly and also have gaps causing draughts into the room.
“The water drips down the window sills from the amount of condensation and onto the walls in the same room I am living in. Whenever I clean it up, it all just comes back," she said.
Southway said it has carried out numerous repairs on doors and windows in the property between August and November. A specialist contractor has since said no further works are needed to the doors, but Southway said it will undergo a full assessment to identify if any additional repairs are needed.
As Michelle sleeps in her bedroom, which she says has ‘essentially become a bedsit’ in an attempt to try and keep herself and her four-month-old puppy warm, she says she can hear the rumbling of the boiler, which sits at the end of her bed, all the time. She said she also has to wear multiple layers of clothes throughout the day.
“It is too cold to undress and wash,” she explains. “I have to sleep in my clothes too just to stay warm. I am spending at least £100 a month on heating, but I might as well just be throwing the money away as the property is still freezing cold.”
She said the problem is so persistent that mould will grow on her belongings, causing her to have to throw numerous clothes away. “Mould grows on things I have worked hard for,” she explains. “I keep having to throw things away because they get ruined.”
Southway said they have been waiting on a replacement part to fix a small leak in the boiler, and the heating system was working when it was last tested in December. They are now able to replace the part and are also working with specialist contractors regarding reports of mould.
Michelle said she is also disturbed by loud noises from other tenants, including rumbling pipes when they use their taps. “I have been woken up by this problem for a very long time,” she said. "There is constant banging."
She says she decided to spend £500 on new flooring last month in an attempt to try and make the property look nice. Even though she said she knew it would only hide some of the existing issues, she hoped it would make her feel a bit more happier and comfortable in the property, she says.
“After I removed the carpet, I was gobsmacked to see the extent of the damage to the floorboards. There was rotted wood, mould, and it was covered in dirt and dust. I have been told the floor is not safe in places because of how decomposed the wood is and how weak the joists supporting the floor are.
“I cannot get the floors fitted now because of the state of it and I can’t get my money back.”
Southway confirmed there was some evidence of joists rot in the property and a full floor replacement will be scheduled following an asbestos appointment, which took place this week. They said the floor poses no health and safety risk.
Michelle, who has now appointed solicitors, said she is upset that the property continuously needs new repair work. She explained: “I cannot understand why the housing company did not realise how unhealthy it was for people to have to breathe in these things all the time and why they thought I would not mind putting up with the mould, the smelly sewers, the freezing cold temperature and the amount of money I am throwing away.
“I sit shivering in a bedroom all while breathing in mould. You cannot close the door because of how big the boiler is and the bedroom is so tiny that I have had to throw most of my bedroom furniture away because there is no room.”
Speaking about the condition of the property, Michelle adds: “I refuse to invite people here because of the humiliation of what I am dealing with. I feel so ashamed. All my dignity has been taken away from me through no fault of my own.
“I am a 54-year-old woman who has always gone out to work and paid the bills to keep a roof over my head. I do not believe I deserve to be treated like this.”
She added: “I feel like I have been put in a nightmare situation and I am getting nowhere. It’s like I am being expected to survive in this dump and it’s not fair. I have a continuous cough and am constantly getting ill.”
Michelle’s doctor wrote to Southway Housing in January after discussing her living conditions. Discussing the ‘poor state’ of the flat, the letter said that the conditions of the property were having a ‘detrimental effect on her mental, physical and financial situation’ and recommended she be moved into alternative accommodation ‘as a matter of urgency’.
What Southway says
Since receiving the doctor's letter, Southway said it has made attempts to visit the property to assess the need to move. They said they had received no information suggesting ill health from mould prior to this.
Southway described visiting Michelle's previous property on several occasions to treat the infestation, before moving her to a new property. They agreed that the void property should have been let in a better condition and that all reported repairs should have been completed prior to Ms Phillips’ moving in. The housing association said they have since made a number of improvements to its voids management process as a result.
Between August and November, they have carried out a number of repairs to the front and back doors, and the kitchen and bedroom windows. A specialist confirmed in November that no further works were needed to the doors, but Southway said it will undergo a full assessment to identify if further repairs to improve warmth and insulation are needed. The housing association also acknowledged that the 'follow up to the survey should have been quicker'.
Southway said they have been waiting for a replacement boiler part to fix a small leak since November. Their reports have identified the property’s heating and hot water systems are working functionally. They are now able to replace the boiler part but have previously been unable to gain entry to the property. Michelle admits she didn't let contractors into the property on two occasions after feeling there was not enough space to conduct work whilst she was inside.
Southway said they have been responsive to mould reports and have carried out inspections by surveyors and specialist contractors. Further repair works have been booked in. In the past week, a surveyor has visited the property and has arranged for a replacement back door to be replaced, while jobs to put new sealant around the window and doorframes have also been scheduled.
A full floor replacement has been scheduled due to joists rot. Southway said the existing floor remains safe and poses no health risk.
An asbestos appointment was also carried out earlier this week, which Southway said would allow the floor replacement repair work to get underway. Southway is working with Michelle to move her into temporary accommodation while work takes place in the property.
A spokesperson from Southway Housing Trust said: “We and our specialist independent contractor have visited Ms Phillips’ home over recent months to complete the repairs she has raised, and to carry out surveys in response to her concerns that there was damp and mould at her home. There were some initial delays caused by not being allowed into the home on some visits.
"Now we have accessed the property, we have carried out a full assessment and all remedial work required is being completed over the next fortnight.
"Ms Phillips' welfare is our absolute priority, and we are sorry for the upset caused to her during this process. Though we would not usually move people so that we can carry out the type of repairs required, we have provided temporary accommodation for the duration of the work so that she is not inconvenienced or distressed.
"We will continue to offer support as required. We are also working with our contractor, so that the time between inspections and receipt of surveys detailing work required, is reduced."
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