Pembroke House resident successful in tribunal against Stonewater

Karl Peter Bertenshaw told the Journal he was effectively made homeless after social housing provider Stonewater upped his weekly costs to £271.20, a price he was unable to pay as he receives housing benefits.

The 73-year-old has been living in Pembroke House, on Fisherton Street, for four years but has faced numerous problems regarding the condition of his retirement flat, including damp and broken storage heaters.

This, combined with the increased rent, led Mr Bertenshaw to contact the first-tier Tribunal Property Chamber and apply for a determination of market rent.

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On Monday, June 19, the chamber determined a market rent of £171.92 per week, inclusive of fixed service charges of £130.39, to take effect from April 3, 2023.

This reduces Mr Bertenshaw's annual outgoings by £5,200, but Stonewater is not happy about the result.

Pembroke House on Fisherton Street. (Image: Newsquest)

Holly Edwards, assistant director of customer services, said Stonewater is "disappointed" with the tribunal's decision and will be appealing it.

She added: “The Tribunal’s decision applies to one property, with a particularly complex history. It does not have a bearing on any other customers.

"Based on its view of the local market, the rent equates to £40 a week, which would make it the cheapest in Wiltshire."

The Tribunal said the open market would find Stonewater's figure of £1,175 per month for one-bedroom accommodation "unrealistic".

It also mentioned how the property falls short of the standard required by the market and electric heaters are likely to be less efficient than central heating.

See more: Pembroke House residents fear future as costs rise by over £4k

Stonewater is a not-for-profit social housing provider and Ms Edwards said rents reflect government guidance with rises capped at 11.1 per cent this year.

However, residents are taking the brunt of soaring service charges and there is no government cap on increasing these since residents are classed as commercial customers.

Ms Edwards said the cost of energy has increased by "more than 400 per cent in the past year" and it is the "main driver" for the increased charges at Pembroke House.

Mr Bertenshaw told the Journal that he has been "victimised from day one" of moving in.

He said that when he moved into his room in 2019 his storage heater did not work and he was offered two weeks of free rent if he painted the room himself.

Mr Bertenshaw has also suffered damp problems over the last three years and created an online group named 'Stonewater UK Victims Forum' which has gained more than 250 members on social media.

"We do not make any profit on energy – the amount charged to customers reflects the actual cost to Stonewater. We have recently signed new energy contracts and will pass on any savings to customers as soon as possible," Ms Edwards added.