Grandmother’s possessions sent to landfill

A frail grandmother has had nearly all her possessions thrown away after contractors were told she was dead while she was recovering in a care home following a fall.

Mabel Ogle, 97, from Freshwater, has still not been told about what happened because her family say she would be heart-broken.
Grand-daughter Karen Henshaw explained: “Gran had a fall and was taken to hospital; afterwards she went for respite at Blackwater Mill.

“However, while she was there, there was a flood in her home of 40 years after the toilet cistern overflowed. There was thousands of pounds worth of damage.

“The next thing we knew, contractors had been inside and virtually emptied the house of all her furniture and private memories – including jewellery – and it was sent to landfill.

“We contacted the company and they said they had been told she had passed away, so they just went ahead and disposed of everything. One of her carers saw them taking away her washing machine and she stopped them, but it was already too late as they had already made a couple of trips taking away her furniture in their van.”

Insurers Royal Sun Alliance has since apologised and paid her £2,500 compensation for the distress caused after her possessions, including wedding photos and family albums, were tossed away.

But Karen added: “I was asked to make up a list of what was taken, but how could I remember? Plus, there was all the sentimental items.

“We still haven’t told her. She was fretting about getting back home, as her health was deteriorating in the care home, while repairs were being made to the water damage. We just wanted to get her back to where she was comfortable.

“She can hardly see, and is bedbound, and is now living in the front room with carers coming in six times a day. She would be heartbroken if she knew what had happened.

“I feel really aggrieved for my nan. We have been shocked to the core by this. We have been paid out for the contents, but it’s nowhere near enough.”

Insurers Royal Sun Alliance apologised for the mistake and said: “We are sincerely sorry for the upset caused to Mrs Ogle and her grand-daughter, Mrs Henshaw, when some of Mrs Ogle’s belongings were incorrectly disposed of during the handling of the water damage to her home.

“Following a thorough review of this incident we previously offered our apologies for the mistakes that were made and, while it is impossible to place a value on some of the more sentimental items that were lost, we have paid compensation to reflect the undoubted distress that these mistakes caused.

“Mrs Henshaw subsequently referred the case to the Financial Ombudsman Service, as she was unhappy with the level of compensation, and it has concluded that our handling of the complaint and compensation payment was reasonable.”