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Six-year window fix wait leaves family freezing

Josef SteenLocal Democracy Reporting Service
News imageCharlie Cox Left image of window surrounded by wood blocks and damaged brickwork. Right image shows gaps in wall through to the outside where the does not meet flush with the wall. Charlie Cox
Gaps surrounding the windows are letting cold air into the home

A mother and daughter say they have spent six years in their "freezing" council property after repeated failures to fix broken windows.

Charlie Cox lives in an Edwardian-era home in Camden and says contractors have visited numerous times over the years but provided no permanent solution.

She says the council is well aware of her and her daughter's health conditions, including severe asthma "aggravated by damp and fungus growing on the kitchen and bathroom walls".

The council said the delays were "not acceptable" and has apologised, explaining that the age of the building meant specialist contractors were needed to complete the work.

Cox told the Local Democracy Reporting Service that the first contractor was dismissed by the council after installing windows that were more than 3cm too small. She said further work made the problem worse.

"Needless to say we are freezing," Cox said.

"There has never been a sense of urgency. The heating has also been broken and Camden have known about this for ages."

Cox says council officers have blamed her for delays, alleging that she did not contact them or refused entry – which she denies, adding that she had organised consultations with some contractors herself.

News imageCharlie Cox Window frame sits badly in the wall with damage to the surrounding brickwork including cracks.Charlie Cox
The cold temperatures have left damp and fungus growing on the kitchen and bathroom walls, Cox says
News imageCharlie Cox Two strips of wood sit between window and wall. The wall is damaged with pieces flaking away.Charlie Cox
She says contactors have carried out "botched" temporary fixes

A Camden Council spokesperson said: "We acknowledge that the delay in completing the installation of suitable replacement windows has been longer than expected, and we thank Ms Cox for her patience as we have worked together to resolve this issue.

"We are reviewing alternative options to address these issues and ensure the most appropriate resolution, which has unfortunately increased the time needed to complete this work.

"We have been in regular contact with Ms Cox during this period, however access to her home is important for timely repairs and to allow us to complete the outstanding work as quickly as possible."

The council said it visited on 20 December 2025 to assess and treat any damp or mould issues.

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