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Original poster

Dad very poorly but his housing association are refusing to speak to me. Help!

41 replies

Totallybannanas · 09/04/2025 18:08

My dad has cancer, and nearly 80. He had his boiler serviced Friday, afterwards it stopped working so no heating or hot water. He since had 6 call outs, none have been able to fix it locate the part and then they had to order it so would be back the next day etc. the frustrating thing is he has had to wait in for them or for them to call, and they haven't turned up or called back when they have said. When he rings they say someone will call you, but they never do. I have tried escalating has he is so stressed, he only got the diagnosis the day before but they are refusing to speak to me. The of communication and not turning up isn't on, especially as he wants to go out and see family whilst he is well. We find out Friday what stage he is at but to be honest we are hopeful, so quality time so important.
The thing is if he has to go into hospital there is no way he can deal with this, and we need to make sure is home warm and comfortable for him. I spoke to the guy yesterday, gave my details and my dad was present so consented but then when I rang today they refused because he wasn't there because I told him to go out and I would deal with it. Can anyone advise?

OP posts:
Original poster
Totallybannanas · 09/04/2025 18:11

Sorry typing fast and have fat thumbs. Hope it makes sense. I'm just worried this won't be sorted before he starts treatment. He's had to stay in since Friday to wait for them and it's not on. I don't understand why they are refusing to speak to me, they said they would call within a few hours to update us but didn't. So I wanted to chase it up 😕

OP posts:
Theunamedcat · 09/04/2025 18:12

Are you speaking to the housing officer or the repair team?

shellyleppard · 09/04/2025 18:13

Can you be there when he next phones them?? Then he can say I give permission for my daughter to deal with this matter and you can get it sorted for him x or he gives them your number and permission to deal with it. Good luck x

LlynTegid · 09/04/2025 18:17

Do you feel comfortable naming the housing association? Talking to the local press? You may not, which is your choice.

Notsandwiches · 09/04/2025 18:20

Ger a POA

itsmeits · 09/04/2025 18:29

Get your dad to ring the office/hub/repairs number. While he is on the phone get him to give verbal consent over the phone for you to advocate on his behalf.
Ask them to add to the housing management system they use there and then - it takes about 5 mins if that to do.
As well for your given consent to be added to the warning/info page that flashes up when you log on to the customers account.
He can also text the HO and tell them that you have consent.
You can also ask the HO to attend the property and get your dad to sign a consent to share form, anyone named on it can discuss.

LHA have come under so much scrutiny recently, they are following GDPR they would be failing if they discussed with you.
Is it an in house gas team or a company going by SM?

Original poster
Totallybannanas · 09/04/2025 18:47

I spoke to the Urgent repair team, I gave them my number yesterday and they said they would call me or him. But then haven't. They gave us two heaters, and said we can complain 🙄 But this is just extra stress and worry for my dad, boiling hot water for dishes isn't ideal for some one who is elderly. So frustrating, thank you I will call again in the morning.

OP posts:
Original poster
Totallybannanas · 09/04/2025 18:49

LlynTegid · 09/04/2025 18:17

Do you feel comfortable naming the housing association? Talking to the local press? You may not, which is your choice.

It certainly may come to that, luckily the weather has been nice but it is cold first thing and evenings. If he needs chemo or becomes unwell, he will feel the cold so the house needs to be sorted. I'm shocked how badly they have treated him, even though I've explained the circumstances. If they can't do today I'd rather they said so at least he can go out.

OP posts:
Toothbrush9860552022 · 09/04/2025 18:52

@Totallybannanassorry you are going through this. I have worked in a similar team to the one you are dealing with. It sounds like the main issue is the communication and missed appointments so you can certainly complain on that element.
Sometimes boilers cannot be fixed straight away, the same as if you own your home/boiler, you may need to wait several days or weeks for it to be remedied.
I would suggest you log the complaint, in the hope it will escalate the situation, and in the meantime keep calling and pushing as much as you can

taxguru · 09/04/2025 18:53

Notsandwiches · 09/04/2025 18:20

Ger a POA

Maybe useful for a few months' time, but no use at all in the short term as it takes 2-3 months to set up and register.

itsmeits · 09/04/2025 19:09

Totallybannanas · 09/04/2025 18:47

I spoke to the Urgent repair team, I gave them my number yesterday and they said they would call me or him. But then haven't. They gave us two heaters, and said we can complain 🙄 But this is just extra stress and worry for my dad, boiling hot water for dishes isn't ideal for some one who is elderly. So frustrating, thank you I will call again in the morning.

This may not be the team you need to speak to.
Ring and listen to all of the options, you maybe able to get to a team that can assist.

With Gas it's not always the HO that deal with it, some sub it out, parts aren't always avaliable.
I appreciate all you want is an appointment that is stuck to and communication, updates.

If you choose to go to the papers you need to try the above. At the minute your story is dad has cancer HA want break GDPR and talk to me.
Once he has given consent and records updated, calls logged for them to share and they don't you will have something to go off.
Didn't mean above to sound so blunt, can't imagine how hard this must be for you and your family.

Original poster
Totallybannanas · 09/04/2025 19:43

Thank you everyone for the advice. If I get PPA, will that cover things like this? Not just medical care and finances?

OP posts:
taxguru · 09/04/2025 19:57

Totallybannanas · 09/04/2025 19:43

Thank you everyone for the advice. If I get PPA, will that cover things like this? Not just medical care and finances?

Most organisations will recognise a financial POA as authority to act.

itsmeits · 09/04/2025 20:09

Totallybannanas · 09/04/2025 19:43

Thank you everyone for the advice. If I get PPA, will that cover things like this? Not just medical care and finances?

Yes You just need to email it to the relevant person - people.
To be fair if you mail a copy to them it will also be put on the system and get to the correct person.
At that point they should discuss everything on his account from rent, repairs and certificates.

TizerorFizz · 09/04/2025 20:10

You will have to register with them though. Usually sending POA to them. I’d do it though - asap.

StartAnew · 09/04/2025 20:17

Is this Peabody by any chance? Their inefficiency and their level of indifference to their vulnerable tenants is beyond belief. You might try the local press, or maybe an MP.

JenniferBooth · 09/04/2025 20:32

@Totallybannanas im sorry to hear this. My dad died of prostate cancer six months ago (my parents own their own home Its me thats the HA tenant. Because of the way he died his body had to go to the coroner first so funeral wasnt till end of November He died early October. I had to cancel a job the HA wanted to do because i couldnt gurantee when id be home. I couldnt leave my one sibling and elderly DM to deal with everything just because i rent. 🙄

HA agreed at first then sent a letter threatening me with my tenancy agreement. I had a thread on here where i was told i was the one being unreasonable
The way ppl are treated in this cuntry when they are ill (like your dad is) or while grieving is fucking disgusting

princessbear80 · 09/04/2025 20:37

I had similar with my dad. The HA had an online form he could fill in which named me as someone who could speak on his behalf. Might be worth a look on their website.

luckylavender · 09/04/2025 20:40

Notsandwiches · 09/04/2025 18:20

Ger a POA

Which takes months

luckylavender · 09/04/2025 20:42

Totallybannanas · 09/04/2025 19:43

Thank you everyone for the advice. If I get PPA, will that cover things like this? Not just medical care and finances?

A POA. Yes

Motheranddaughter · 09/04/2025 20:44

Don’t know about England but in Scotland they currently 10 months to register a pOA but if it is urgent they will expedite and then it’s a few weeks

DaysofHoney · 09/04/2025 20:46

This happened to my poor dad too over winter (he was on the back of his cancer surgery and six weeks of radiotherapy). It is outrageous and I feel for you both.
We got very very heavy with the council and escalated with the housing team, his carers got involved too. I also have POA which definitely makes it easier speaking to people.

good luck.

MikeRafone · 09/04/2025 20:46

Notsandwiches · 09/04/2025 18:20

Ger a POA

This ^

YYURYYUCICYYUR4ME · 09/04/2025 20:53

With your Dad on the phone, get them to list you as permission to discuss. Get them to note on his tenancy all details of his illnesses/ vulnerabilities and confirm this is in place. Then ask for the Neighbourhood Officer that covers your Dad's tenancy to ring you back and again check with them all details are noted and he is listed on their repair priority listing. HAs have a responsibility to get this right and ensure they respond accordingly.

PluckyBamboo · 09/04/2025 20:53

Try asking the local MP or local councillor for help, they tend to have contacts much higher up the pecking order with organisations.