Couple Who Suffered Months of Turmoil Report GBC ‘Failings’ To Ombudsman

Published on: 19 Dec, 2025
Updated on: 21 Dec, 2025

Richard and Jane Hill

By David Reading

The Pirbright couple who suffered seven months of turmoil while contractors working for Guildford Borough Council installed new windows in their leasehold flat have taken their case to the Housing Ombudsman.

Although Jane and Richard Hill were offered £1,500 compensation from GBC, they say this is nowhere near enough for the distress they suffered – and they have challenged the council’s statements about the compensation limits imposed by the Ombudsman.

In August, Mr and Mrs Hill received an apology from the council’s CEO, Pedro Wrobel, who accepted there had been “significant failings” while the project was carried out.

He agreed to waive all charges that the Hills were expected to pay for the work and offered them £1,500 compensation “in full and final settlement of your complaint”.

The Hills have described the offer as “insulting” and said their fight for further compensation continues.

Crucially, they are deeply concerned that they may have been put at risk from asbestos during the work on their flat.

This week the council declined to comment on the latest development, stating: “The complaint raised by Mr and Mrs Hill has been considered and concluded through our internal complaints system. We understand that the case has been escalated to the Housing Ombudsman – as such, it would not be appropriate to comment further.”

The Hills’ ordeal began in early 2023 when contractors hired by the council turned up to carry out the work at the flat in Rapley’s Field.

There followed months of chaos. Damage done to the flat included broken brickwork, tiles and window sills, strips of wallpaper ripped, plaster removed, an internet cable broken, a serious crack across the ceiling and a broken soffit outside. Eventually the contractors were pulled off the job and a second firm was called in to make amends.

The Hills, who are in their sixties, said the disruption placed a serious burden on their health. Mrs Hill suffers from SVT (super ventricular tachycardia), which she said can lead to increased rapid heart rate, or if she gets too cold, a falling heart rate.

CEO Pedro Wrobel

In early June 2025 the Hills secured a meeting with the CEO and Council Leader Julia McShane (Lib Dem, Westborough).

In accepting GBC’s responsibility, a letter to the Hills from CEO Wrobel, dated June 17, said: “We fully accept that there were significant failings in the delivery of the works, our management of the project, and our communication with you throughout.

“We recognise that these failings have caused you considerable stress, and we are truly sorry for the prolonged impact this situation has had on you.”

On the matter of compensation, the CEO added: “The Housing Ombudsman Service may award compensation of up to £1,000 in cases where severe maladministration is found. However, given the extended nature of your experience, the prolonged disruption, and the additional impact on your health and wellbeing, we consider that a higher award is appropriate in this case. We are therefore offering you a final compensation payment of £1,500 in full and final settlement of your complaint.”

Jane Hill claimed her investigations had revealed that the statement about a compensation limit was untrue.

She said: “The truth is that the Housing Ombudsman does not have a set maximum fine, but it can order councils to pay significant amounts in compensation. Whilst a £25,000 compensation limit was once recommended, it has not been implemented, and recent decisions show larger awards are possible. The amount awarded depends on the severity of the failure and the detriment to the resident.”

On the subject of possible exposure to asbestos, Jane Hill said this forms an important part of the present complaint.

She said: “Following a break caused to the soffit above the bay window in April 2023, no RIDDOR was reported to the Health and Safety Executive (HSE).” RIDDOR stands for the Reporting of Injuries, Diseases and Dangerous Occurrences Regulations.

She added: “HSE rules state that you must stop work and follow our guidance if you think you have found asbestos. This did not happen, the work continued.

“Despite having been advised several times by various ex-employees that we were not at risk, no one not even GBC can categorically state this as being true, as exposure to such takes years to develop and be diagnosed. We await the Housing Ombudsman’s decision.”

This decision is expected in early 2026.