Flood-hit Oxford residents go into debt to pay two lots of bills

Households in Normandy Crescent, Cowley, were left devastated after a burst water main flooded the street three weeks ago.

Like many, Mandy Blessing, 46, and her family have been forced to find a temporary roof over their heads as the clean-up operation continues.

But after temporarily moving into a rental property last week, she is being forced to pay bills – gas, electricity and council tax – on both homes at the same time, and claims that Thames Water has refused to pay back the extra costs until next year. Mother-of-two Mrs Blessing said: “When I heard, I cried. I was devastated. I just don’t know how I’m going to pay it. Thames Water is supposed to be helping us out, not putting us in debt. But we can manage.

“It seems the longer it goes down the road, their duty of care seems to be lessening with each passing day.”

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Asked to explain, Thames Water spokesman Stuart White said that the Oxford Mail continuing to do stories about the homeless families was unhelpful.

Mrs Blessing and husband John, 50, an estates officer at Hammersmith Hospital, moved with sons Aaron, 27, and Joshua, 24, after staying for two-and-a-half weeks at The Oxford Hotel in Godstow Road.

But when she attempted to transfer bills to their new temporary home in Headington, she was told she would have to continue paying council tax and utility bills for both houses.

She said she no longer pays water rates at her Normandy Crescent property, but still has to fork out extra money for heating costs to help dry out the house. Mrs Blessing’s insurance company is covering the £1,300 monthly rent at the three-bedroom Headington house, and will later claim this back from Thames Water.

In the meantime, she has to fork out for other bills for both homes.

The impact of the flooding on Mandy Blessing's Normandy Crescent home.

Oxford City Council officers told her Thames Water would reimburse the family, but not until they move back to Normandy Crescent. That may not be until February or March next year – potentially lumbering the family with extra bills for another four months.

She said the council also told her they were now classed as having a second home, and must continue paying £146 council tax per month at her flood-stricken Cowley property as it is not classed as “empty”.

In Oxford, householders can apply for a council tax discount for an empty and unfurnished property, but Oxford City Council does not provide discounts for second home owners.

NHS senior administrator at Cowley’s Raglan House, Mrs Blessing said: “I’m not really a person that gets stressed out but this is really causing me so much anxiety and emotional turmoil that I’m beginning to not even recognise myself.

“You almost feel like you are begging for money but I’m not begging for money because this is money I should not have to pay in the first place.

“I don’t want to have to struggle because of their neglect. I did not ask to be put in this situation, nobody asked to be put in this situation.”

Inside Mandy Blessing's home.

Mrs Blessing said despite speaking to Thames Water on Tuesday, she still has to pay bills for both houses.

She added: “There is definitely no misunderstanding on my part. I repeated what they said and asked them if I was repeating it correctly.”

Firefighter Gary Noall, 46, and partner Helen Sinclair, 34, have also been told they will need to pay council tax, gas and electricity bills for two houses.

The couple moved into a three-bedroom Farmoor house yesterday, but cannot be reimbursed for the extra bills until they move back into Normandy Crescent next year. Mr Noall said he was caught up in Normandy Crescent’s 2007 flooding as well, when a water main also burst, but this time he has been off work with stress.

He added: “It makes you ill because you can’t sleep, you just worry about bills and where you are going to live.

“We are out of pocket by £2,500. We have maxed out our credit cards.

“All they say is you can claim it back, but we should not have to pay it out of our money. That’s what is upsetting.”

Mr Noall said he was expecting to receive a payout from his insurance contents claim in the next couple of weeks, which he will have to use to help pay the bills.

He added: “I look in the mirror and I think I’m 20 years older, I’m now a right state.

“They can’t compensate you for the stress and your health, money doesn’t compensate for that.”

When asked questions on behalf of Normandy Crescent residents by the Oxford Mail, Thames Water spokesman Mr White said: “I think it’s best if we communicate with the affected customers direct, rather than through your paper.

“Continuous coverage is not helping get lives back to normal, which is our priority.”

When pressed after that, the organisation said: “Our main priority since the burst has been to get lives back to normal as quickly as possible. Of course some customers will be upset and frustrated. What happened here was horrendous.

“I would ask any customers to contact us direct using the information provided to resolve any problems during this difficult period, and we will do our best to sort them out as quickly as possible.”

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