A Glasgow family has endured an eight-month ordeal of repeated forced moves, suicidal thoughts, and financial strain after a water leak in their home, with insurer Direct Line blamed for poor communication and inadequate temporary accommodation.
The IT technician, his wife, and their two young children were moved between four different temporary addresses between October and June, often at short notice. In one instance, they were given just 40 minutes to pack and leave, later extended to an hour via text message. The family, including a four-year-old daughter with special needs, faced multiple taxi rides daily to maintain school and nursery attendance, forcing the mother to give up her job.
The nightmare began in September when a water leak damaged several rooms. Direct Line appointed a loss adjustor, which passed the case to a claims management firm. The family claims they were left to coordinate between three building and supply firms, with conflicting instructions and no single point of accountability. The father, recovering from major surgery, reported suicidal thoughts due to the stress.
After the Observer intervened, Direct Line apologised for the unreasonable notice and agreed to complete repairs within three weeks, covering taxi costs. However, on the day builders were due to finish, the bathroom suite remained in a bedroom, mouldy floorboards were untouched, and the kitchen was unsafe. The family was then given two hours to move to a hotel in East Kilbride when the deadline slipped.
The family finally returned home nine months after the leak, only to find the bathroom door fell off, narrowly missing their daughter, and a shower leaked into a bedroom. Mouldy floorboards triggered an allergic reaction. They now sleep on the floor in doorless bedrooms, as their beds were damaged in transit. Direct Line has not commented on the latest issues.
