Residents at Leylands Estate in Derby say they face dampness, staffing shortages and delayed repairs
The residents say they were promised much better conditions for their retirement homes(Image: Submitted)
Pensioners living at a retirement complex say they’re enduring “daily struggles” amid a litany of problems at their homes.
Angela Greene, a resident at Leylands Estate since 2019, described her existence there as a constant “battle” because of numerous persistent concerns.
The Leylands Estate is a retirement development within a gated community in Derby, operated by the Retail Trust and comprising 84 one-bedroom cottages alongside 38 one-bedroom extra care flats. It advertises round-the-clock access to support and maintenance via a telecare call system and on-site care workers, plus amenities including an IT suite and restaurant, with residents reporting monthly costs of approximately £1,200 for certain cottages, service charges included.
Yet some inhabitants insist these provisions fall woefully short of what they were promised upon arrival, reports Derbyshire Live.
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Speaking to the paper, residents have revealed jpw the on-site support team has recently been stripped, leaving just a solitary worker covering the entire site.
“Even before, we were faced with issues. For instance, we were told by management staff wouldn’t help us grit the paths due to a policy which didn’t allow them to – leaving me with the option to cancel my hospital appointment or grit the path myself which I couldn’t do as I have to use a walking aid,” one resident disclosed.
“I’ve requested to see a copy of the policy, but never received one. We were also advised by a manager to cancel our hospital and other medical appointments during snowy and icy conditions, which could have a detrimental impact on the health of residents,” she added.
On both occasions, residents lodged formal complaints but claimed they went unresolved. Lawrence Coen, managing director of the Retail Trust which operates Leylands Estate, said they had been delivering “additional support” throughout icy spells.
“Our residents and their safety are at the centre of everything we do,” he said. “Every home has 24-hour, technology-enabled care, and we also have staff on site throughout the year. During working hours (9am–5pm, Monday to Friday) there are usually at least six to eight staff members on site, and at weekends there is always at least two staff members on site.
“When the weather becomes colder, we remind residents to take extra care if they’re going out. We also make sure driveways and shared pathways are gritted to reduce the risk of ice. If additional support is needed, we provide it.
“For example, earlier this month staff came in early to support our gritting contractor to clear the snow from the main drive so residents could move around the estate safely.”
Ms Greene highlighted another concern raised by residents throughout the estate – damp problems in the cottages, with several inhabitants claiming maintenance matters had dragged on far too long before being tackled. “A lot of people tell us they have dampness in their cottages, and some issues just don’t get resolved even after weeks and months,” another resident, Carmel, said.
“It’s frustrating and has been a cause of concern for us, no one wants to live in dampness.” However, the Retail Trust maintains that damp surveys are routinely arranged whenever worries arise, and the organisation assists residents throughout any necessary repair work.
The estate’s website had also assured residents they’d have access to an IT suite for convenient internet use, but Angela revealed it hadn’t been operational for several years.
“When I moved here, there was one computer and it was broken, and now the whole suite has closed, which is a shame for people who don’t have a computer in their cottages and are counting on it,” Angela added.
Mr Coen confirmed the Trust would amend its website to acknowledge that the estate no longer operates an IT suite. “Instead, we support residents individually to use technology and their own devices,” he added.
“We also provide a range of technology to help residents manage their care and support. This includes voice-activated controls for lights, heating and appliances, prompts and reminders for appointments, and smart doorbells so residents can see who is at the door.”
Concerns regarding management have also surfaced, with one resident revealing she’d filed a complaint after the Trust bungled her housing benefit application, leaving her in arrears. She revealed that whilst liability had been acknowledged, the ordeal had left her “very worried”.
“It caused me a lot of distress, I couldn’t sleep for weeks on end until it was all sorted and to this day leaves a sour taste in my mouth and has impacted my mental health,” she said.
“We are aware of a case where a new resident submitted a housing benefit claim but then chose to delay moving onto the estate,” the Trust responded.
“Derby County Council removes claims after 12 weeks, so we reminded the resident to resubmit the claim. In the meantime, we covered the outstanding rent to support them.”
Angela and Carmel described recent months as a “constant battle”. “We want to enjoy our retirement, and we are faced with so many issues,” they said. “All we want is a peaceful time, but these problems need resolving.”