THURROCK Council has apologised for not responding to a complaint in a timely but has defended is policy of care at a sheltered residential complex in the borough.

Nub News reported earlier this week on problems experienced by elderly tenants at Airey Neave Court in Grays.

They were left without heat by a fault and complained that they were given little information about what was happening and there was an absence of care .

They claim there should always be wardens on hand but this is no longer the case, though the council says a support network triggered by an alarm is an effective replacement.

The council was asked for a response at the weekend, and finally responded to Nub News today (Friday, 23 October).

Cllr Barry Johnson, Cabinet Member for Housing, said: "All our sheltered housing complexes are following current government guidelines, as well as Public Health advice, to protect our residents and staff.

"Our sheltered housing halls have been reopening in phases after they have been risk assessed and can ensure that social distancing is followed at all times. Automatic hand sanitisers are provided at hall entrances, and antibacterial spray and wipes are provided.

"Whilst our sheltered housing service has not had live-in wardens since 2003, cover is provided at the weekend and out of hours by Careline. All residents have a Careline alarm which they can use to speak to someone in an emergency."

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A council spokesperson added: "Thurrock Council's contractor Mears attended two flats affected on the weekend of 26 to 27 September.

"The fault was reported to the network operator UK Power Networks (UKPN) and they were informed that there was a power outage to the two properties.

"We understand that UKPN completed temporary repairs to the fault so that the residents affected regained full supply.

"Specialist UKPN technicians will return to complete the repair which is an issue with the main power supply rather than Thurrock Council infrastructure. We are actively following up with UKPN for regular updates.

"The council received a complaint on 28 September and apologise for not responding to the complaint within the timeline stated. We will respond in full to the complainant as soon as possible and no later than the 30 October."