Aircon was 'turned off' in temporary housing flats

A mother whose children were hospitalised with heatstroke said she felt her family had been "treated like animals" after being placed in temporary housing without working air conditioning during periods of extreme heat.

Paige, 21, was housed by Sutton council in a flat at Britannia Point, a glass-fronted high-rise in Colliers Wood, which she said remained extremely hot despite all her efforts to cool it down during the recent hot weather.

A letter sent to another resident from one of the receptionists at the building stated the aircon had been "switched off" as part of arrangements covering flats managed by Aura Assets Management Ltd (Aura) and People First Housing.

Aura said the system is now available for residents to use but did not respond to questions about whether air conditioning had previously been turned off in the temporary accommodation flats.

Paige said one of her children was admitted to hospital on 25 May.

She said: "I started to realise she was becoming very lethargic. She kept sleeping and then started vomiting and wasn't keeping fluids down.

"That's when I realised it might be heatstroke. They confirmed it was."

That night, her seven-month-old son also developed signs of heatstroke and was also admitted to hospital.

"I was very worried because, obviously, they weren't keeping fluids down."

After raising concerns by email while her children were recovering, she said the air conditioning was restored on 27 May but stopped working again on 31 May and had not worked again until Tuesday evening, after the BBC filmed there earlier in the day.

She added the impact of the heat on her children was noticeable inside the flat.

"When they're in here, they become very sleepy and always want constant fluids.

"When we're outside, they're perfectly fine," she said.

Paige says she was told by the letting agent that the issue with the air conditioning was a maintenance problem.

Separately, a letter sent to another tenant by the block's managing agents appeared to suggest otherwise.

The letter stated, "as part of our arrangements with Aura Assets/People First Housing as the party responsible for the flats' air conditioning has been switched off" and "has not been offered as an amenity under these arrangements".

The BBC has also seen a screenshot provided by Paige of the app showing notifications of when the air conditioning was not working for their flat.

In the notifications section there are messages which state "system under centralised control" and "operation mode changes under centralised control".

The BBC understands the air conditioning worked without any problem in the privately-rented flats.

Paige, who suffers from epilepsy and is pregnant with her fourth child, said the heat is causing her to lose sleep and can trigger seizures.

Her health visitor has intervened in an attempt to get the system restored.

The BBC has been told by Aura that air conditioning is now functioning and available for all tenants, including Paige's.

But she said the situation had left her feeling that her family was being neglected.

"It's horrible to think my kids are being treated like animals, suffering like animals," she said.

Criterion Capital said councils pay for residents' temporary accommodation, but tenants were responsible for their own utility bills.

Local Labour councillor Stuart Neaverson said it would be "impossible" to keep cool in the building without air conditioning.

"These are vulnerable families. They have been made homeless elsewhere and they might not have the greatest financial means, but air conditioning is essential.

"To make them choose between their financial security and trying to keep cool, and keep their children cool, no family should have to make that financial decision."

The company argues that, as the building's freeholder, it should not be expected to cover residents' energy costs because it does not manage the tenancies.

Another resident, 25-year-old Alice, lives in a flat in the block with her four-year-old son and sister.

Alice said she first reported that the air conditioning was not working in May during the first of this summer's heatwaves and was told a maintenance worker would come to inspect the unit but no-one ever arrived.

At its hottest, she said temperatures inside her flat reached 40C (104F) when it was 36C (97F) outside.

Her sister said entering the flat "felt like opening an oven".

Alice said her son suffered frequent nosebleeds and that the family had struggled to sleep at night because of the heat.

Concerned about the conditions, she contacted her local MP, Siobhain McDonagh, who made inquiries on her behalf with Aura, the lettings agency that manages 60 of the temporary accommodation placements in the block.

In response, McDonagh was told by Aura that the air conditioning system was "fully operational" and that residents had the option to activate and use it.

The response also stated that the air conditioning runs through each flat's electricity supply, which can "significantly increase utility bills, particularly during periods of prolonged use".

It added: "We have recommended that it is used sensibly and not operated continuously, as doing so is likely to have a considerable impact on her electricity costs."

Criterion Capital said any decisions taken about air conditioning had been made by the leaseholders, Aura and People First Housing.

The company added: "The UK is presently experiencing a heatwave, and many Londoners are having to adapt. Many tenants, whether in the private or social sectors, as well as homeowners, will be managing intense heat."

Aura said it had remained in contact with the residents who had raised concerns and "at no time have we instructed residents not to use the air conditioning provided".

"All residents, including those occupying temporary accommodation, are informed before moving into the building that air conditioning is available within their apartments as an optional amenity."

They added: "We recognise that many households in temporary accommodation are experiencing financial pressures, and we take our responsibilities towards them seriously.

"Our communications have therefore sought to balance residents' comfort with awareness of potential utility costs."

The BBC asked Aura and People First Housing whether there had ever been an arrangement to switch off air conditioning, or otherwise restrict access to it, in flats used as temporary accommodation, but received no response to this question.

A spokesperson for Sutton council said it was concerned with the experience Paige has had.

They said: "The council continuously reviews the suitability of our temporary accommodation offered to ensure managing agents maintain properties to an appropriate standard, treat residents with dignity and respect, and respond quickly to any issues raised."

Sutton council added that it made a decision earlier in the year not to place any new residents in Britannia Point.

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