GBC Admits ‘Significant Failings’ Over Couple’s Home Improvement Ordeal

Published on: 8 Aug, 2025
Updated on: 10 Aug, 2025

Richard and Jane Hill

By David Reading

Guildford Borough Council has accepted there were “significant failings” in the case of Jane and Richard Hill – the Pirbright couple who suffered seven months of turmoil while contractors, working for the council, installed new windows in their leasehold flat.

GBC has agreed to waive all charges that the Hills were expected to pay for the work and has 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 will continue.

Their 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.

See also: GBC Blamed for Seven Months of Chaos During Work on Couple’s Home

As The Guildford Dragon NEWS reported in July 2024 and March 2025, there followed months of chaos. Damage done to the flat included broken brickwork and tiles, broken 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.

See also: ‘Major Breaches’ Alleged In GBC Home Improvement Project

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.

But the damage done by the contractors, and the stress they suffered, was just part of their complaint. Through Freedom of Information requests, the Hills uncovered what they claim were major breaches in the council’s own policies. Their findings led them to the conclusion that there was no binding contract in place between GBC and the first company of contractors. The council has denied any wrongdoing in this respect.

For many months, the Hills hit a brick wall. But in early June this year they finally secured a meeting with Pedro Wrobel, the council’s CEO, and Council Leader Julia McShane (Lib Dem, Westborough).

CEO Pedro Wrobel

In accepting GBC’s responsibility, a letter to the Hills from Wrobel, dated June 17, said: “While the procurement process was correctly followed, 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.”

In addressing the claims of breaches in council policies, Wrobel insisted the procurement and contracting processes were compliant and legally binding. But he acknowledged serious service failures, including contractor management issues, delays, disruptions, and poor communication, inadequate consideration of Mrs Hill’s medical needs and delays in completing remedial works and property damage.

Cllr Julia McShane Leader of the council

Wrobel said “significant improvements” had now been implemented to prevent similar issues arising in the future including changes in housing service management and strengthened oversight of contractors; improved contract management and monitoring processes across all projects; enhancements to GBC’s complaints handling process; and a wider organisational focus on ensuring “the experience of our residents is central to service delivery”.

The letter to the Hills concluded: “While we cannot undo the difficulties you have experienced, we hope that this offer (of compensation) reflects the council’s acknowledgement of the situation and our commitment to learning and improving.”

Mrs Hill told the Dragon that the amount of compensation was insufficient.

She said: “While we have slowly made progress with regards to our complaint against GBC, we are still seeking significant further compensation for the burden placed on our mental health and general well-being. We are considering further options.”

Asked for a comment, GBC said in a statement: “Everyone deserves to have a safe and secure home. We are committed to providing excellent value for money for all residents, and our independently reviewed and comprehensive improvement plan is already delivering improvements.

“Any tenant who has a repair issue can report it using our online form www.guildford.gov.uk/reportarepair or by calling 01483 505050. For out of office hours emergencies, we can be contacted on 01483 532122.”

The statement said the Hills’ complaint had been considered and concluded through the council’s internal complaints system. GBC’s Joint Chief Executive and the Leader of the Council had also met Mr and Mrs Hill, who were assured that everything possible had been done to support them.

We have decided not to publish the contractor’s name while the Hills’ complaints remain ongoing. The contractors have previously told The Dragon that their installers were skilled and experienced workers who would not leave properties in the way being described. However, they say they were taken off the job before they could complete the work.

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