Family flooded out of home left waiting nine months to return

A family who were flooded out of home after a water pipe burst say they are still waiting a date when they can move back in nine months later.

Kay Hromova, who lives with her partner, elderly mother, four-year-old child and two cats, was away on holiday in November last year when the pipe burst in the upstairs bathroom of at her home in Aylestone.

The water soaked through the suspended ceiling of their kitchen, which then collapsed.

Kay Hromova of Aylestone, has been having ongoing problems with insurance repairs after a water leak last year
Kay Hromova of Aylestone, has been having ongoing problems with insurance repairs after a water leak last year
(Image: Leicester Mercury / Chris Gordon)

Kay claims that mould and water spots were left all over the house as a result of the leaking pipe.

The family contacted their insurance company, LV, as soon as they returned home and found the damage. The company then arranged for alternative accommodation until the house was made habitable again.

Kay claims there were originally told the repairs would be completed by February 1, but the deadline has been moved back a number of times and nine months later, they are still waiting to hear when they can move back in.

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Kay said: “The house is still completely uninhabitable and we are at the end of our tether.

“We have been out of our home now for nine months. The deadlines have been moved so many times and we just feel fed up.

Kay says there is still damage in the loft due to workmen as well as signs of damp
(Image: Leicester Mercury / Chris Gordon)

“My mum is elderly and not very well. It’s so disheartening to feel messed around like this.”

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The alternative accommodation the family was offered, ended in April and they were given the option to move in with friends and accept compensation.

But Kay claims that this was under the impression that it would only be for a couple of weeks.

She added: “We’ve been made homeless and are desperate to get back home. We have working with a financial ombudsman who agreed that the insurance company have made errors when dealing with us.

“He wrote down a list of mistakes as well as asking for £800 compensation, which we thought was generous, for the distress.

“They turned this down and it’s now gone to a higher ombudsman.”

Damp spots can be seen in the loft as well other parts of the house
Damp spots can be seen in the loft as well other parts of the house
(Image: Leicester Mercury / Chris Gordon)

LeicestershireLive spoke to home insurance firm LV who say they apologise and have now paid the £800 compensation.

A spokeswoman said: “We understand this is a very distressing time for Mrs Hromova and we’re really sorry for the delay in getting the family back home.

“We sourced temporary rented accommodation for the family while the work was being carried out, and when we were informed the house was nearly ready, we served notice on the accommodation.

“However, due to unforeseen delays in sourcing materials to finish the home, we then had to provide Mrs Hromova with a couple of alternative options and she decided to move in with friends and receive compensation for the inconvenience.

“We are in contact with Mrs Hromova and currently assessing the outstanding work so this can be fixed and the family can return home as quickly as possible.

“We understand this is a frustrating situation for Mrs Hromova and her family, and we have also agreed to all of the Financial Ombudsman Service terms including £800 compensation in addition to the payment for the accommodation inconvenience.”

Leicestershire Live – Leicester News