Posted on 18 December 2024
Our team was determined to grant Mercedes her wish to be back in her home in time
When a tap was accidentally left running in a home in Islington last summer, it resulted in the whole block of flats being shut down. Our customer Mercedes, and her family, were forced to move out temporarily due to the extensive damage to her flat.
She chose to stay with family during the five-month repair process, rather than move into the alternative accommodation we offered her. She wanted to maintain a sense of normality for her two young sons, who have strong ties to their local area, and to keep their family dog in familiar surroundings. Luckily, they were able to stay with her parents.
The whole flat had to be gutted, and other complications meant the work took longer than expected.
Throughout this period our team, led by Surveying Lead, Deborah Ezeogu, stayed in constant communication with Mercedes. They provided regular updates, offered reassurance, and assured her that every effort was being made to restore her home to its original condition.
As time progressed, all Mercedes wanted was to be home for Christmas. Our team was determined to grant Mercedes her wish, and pulled out all the stops.
Our repairs and insurance teams worked diligently to complete the necessary works on time. Not only did we complete the work, but replaced furniture and completed minor improvements to her home. And, we’re delighted to share that Mercedes and her family will be able to spend Christmas together in their fully restored home.
Deborah said: “At Hyde, we’re proud to put our residents at the heart of what we do, providing not just repairs but also the compassion and support they need during life’s unexpected challenges. We’re delighted that Mercedes and her family will be back in their home for Christmas – creating joy after such a difficult time.”
Mercedes said: “This has been an incredibly disruptive time for my family. But thanks to Hyde’s hard work, we are finally going to be home for Christmas.
“Not only am I grateful for all the work they have completed on my home, but I’m really grateful for their support along the way – constantly keeping me updated on progress, and making sure that my family were OK.
“Thank you Hyde – I asked to be home for Christmas and you have made it happen.”