A John Lewis dishwasher installation that caused a leak has left an elderly couple's home uninhabitable, forcing them to live in hotels for eight months with their dog. The couple, whose story was shared in the Guardian newspaper, are still owed £3,300 for repairs they funded themselves, though John Lewis later refunded this amount as a goodwill gesture.
The Leak and Its Aftermath
The dishwasher had been leaking imperceptibly for over a year, saturating walls and floors in the kitchen, hall, and dining room before the damp was discovered. John Lewis accepted liability for the leak and passed the claim to a claims management company appointed by its insurer, effectively stepping away from the situation.
According to the couple's account, they were repeatedly told that if they did not accept substandard repairs, they risked being left to pay the costs themselves. Unacceptable delays forced them to live in a series of hotel rooms with their dog for eight months, with no cooking facilities and a food allowance of just £10 a day.
Financial and Emotional Toll
Ultimately, the couple contracted and paid for repairs themselves to ensure the house was returned to a habitable state. They are still owed £3,300 for the repairs they funded, as the insurer refused to foot the full cost. The mental, physical, and financial impact on them has been considerable, as they spent months eating cold picnics in their hotel room to save on meals out.
A John Lewis spokesperson said: “We apologise that the original installation did not meet our high standards on this occasion. We have worked with the customer to resolve the issues identified, and have paid very significant compensation to cover remedial works and associated personal costs.”
