A BUILDING company left a couple’s flat with a wall soaked in wastewater, cut holes in the wall between the bathroom and bedroom, and then broke off contact with them.

When Redrow built the flat in 2017 at the Quarters, Bracknell, a skirting board was screwed through a wastewater pipe coming from the bathroom sink, creating a leak. The leaking wastewater soaked plasterboards, insulation and flooring.

Luke, 32, and Jo, 31, who live in the shared ownership flat, complained to their housing association, Clarion, last May. The couple, who didn’t want to give their surnames, said Clarion told them to contact Redrow. 

A Redrow technician told them he would replace everything damaged, and admitted their subcontractors caused the issue. He came again on July 26, supposedly to repair the damage.

He cut holes in the wall between the bathroom and bedroom and wiped the plasterboards with mould remover spray. 

Jo rang Redrow’s customer service, who said their assessment showed nothing needs to be replaced. She requested that in writing, and asked to take photos of the work the technician was doing. 

The technician then left the flat with holes still in the wall. Customer service emailed them: “We will not be responding to any further direct contact from you.”

Redrow said they must go through Clarion, the housing association. A Clarion spokesperson said: “As the defects period on her home has elapsed, Jo should raise the issues with [Redrow].”

Luke estimated it would cost between £4,000 and £5,000 to fix the damage. He said if Redrow does not foot the bill, the couple will have to pay it themselves. Redrow disputes this, and estimates around £500.

Jo said: “I spent money to make [the flat] feel like home, but I don’t even call it home now. It causes us so much stress. It’s really depressing.”

Helen Morley, head of customer services at Redrow Southern Counties, apologised for the inconvenience. She said the technician left because of ‘behaviour which presented a health and safety issue’.

She said: “We have fixed the leak and arranged to make good the damaged parts of the bathroom and remain committed to doing so. 

“As soon as the occupiers are happy for us to execute the repairs in a manner which no longer presents a health and safety risk, we are very happy to do so.”

Luke said: “It’s horrendous to think a building company just want to do the bare minimum. I wouldn’t have expected it from Redrow.”