Torus apologise to Padgate family for home conditions

Torus Housing Group has apologised to the family, following reports that the state of their house was inadequate following works being undertaken by the company.

The reports came from a house on Vulcan Close, in Padgate.

The house has been in a poor state, to the distress of the family (Image: Supplied)Speaking to the Warrington Guardian was Bilen Gebremichael, who explained that she felt as though Torus 'does not care' about her family.

She said that there have been persistent problems regarding mould and damp in the home, which is especially concerning given that Bilen's children are asthmatic.

There were also complaints made to the company regarding leaks in the home, too.

Following the complaints made by Bilen to Torus, the housing company temporarily moved her and her family into new accommodation while work was undertaken at Bilen's home.

She told the Warrington Guardian that they were moved miles away from her children's school, which presented the family with a big problem given that she cannot drive.

Bilen also explained that when her family was moved back into the property on Vulcan Close show that it was left in a shocking state.

Bilen's family needed to move out of the house in order for work to be completed (Image: Supplied)

Images taken by Bilen show that the house was left in a poor state following the completion of the repair works, including debris on the floors of the building.

She confirmed to the Warrington Guardian that she and her family are continuing to pay 'full rent' to Torus.

Bilen added: "Everyone [is] getting stressed and [we are being] treated badly by Torus."

When approached for a comment on this, Torus Group assets director, Margaret Goddard said: "We are aware of the situation and have apologised to the customer for any inconvenience caused by the duration of the works to resolve the issues arising from the leak that occurred at the property whilst it was left unoccupied for an extensive length of time.
 
“All works, including fixing the leak, repairing the ceiling, replastering, and redecorating have now been completed.  

"For the duration of the works the family were moved to alternative accommodation.

"This was to enable the team’s full access to the areas required and, more importantly, to minimise disruption to the family and to ensure their safety and comfort.
 
“The safety of our customers is our utmost priority, and we would never compromise their health and wellbeing by asking them to return a property that was not safe."

Torus has issued an apology to Bilen's family following the completion of the repair works (Image: Supplied)

The Torus asset director added: "A surveyor has attended the property and confirmed it is safe and habitable with no evidence of damp or mould.
 
“We responded quickly to repair the damage caused by the leak and have kept the tenant updated throughout the whole process.

"We have provided extensive support to them during this period and will continue to provide required support until the matter is resolved to their satisfaction.”