By Chenoa Colaco
Since the beginning of the academic year, students living in LSE’s High Holborn Residence have faced several facility issues, including falling lifts, a lack of heating, and faulty laundry services.
These problems culminated in a petition created on 24 October and sent to the residential hall management team, describing the problem as “crucial amenities” that have “not been properly serviced or repaired”, thereby “leading to various inconveniences and additional expenses for the residents”. The petition also requests a rebate equivalent to one week’s worth of rent.
On 17 October, several students on the High Holborn WhatsApp group chat reported lifts falling from the second to the ground floor of the building whilst tenants were inside. Other residents expressed shock at the malfunctioning of the lift, stating it as an issue of “life security”.
Consequently, one of the two elevators was unavailable from 17 to 26 September. The management opened the freight elevator for students to use in response.
Furthermore, for the last month students have not had access to consistent heating in the hall. One student reports that at one point, they “didn’t have hot water or heating for nearly 4 days.” The petition described this situation as “uncomfortable, and at times, unbearable.”
These issues have also extended to the laundry facilities in the building. Students have noticed clothes getting dirtier after using the machines, leaving a brown residue. One student sent a message on the WhatsApp group chat stating, “Imagine paying to get your clothes dirty.”
Sophie* was one of the people affected by the faulty washing machines. “I had to do my laundry twice, because the first time made my clothes dirtier. I was told that I couldn’t get a refund for the first wash.”
Between 23 to 24 October, laundry services were also suspended due to heating issues.
Frustrated users of the washing machines complained to Washstation services after being advised by the High Holborn management team but were redirected to the hall’s support services.
“Almost every resident here is suffering from these issues,” one student told The Beaver. “They just email us saying that they are taking these issues seriously, but there is no real action.”
The petition cited Section 11 of the Landlord and Tenant Act of 1985, wherein emergency repair such as heating in cold weather or no hot water must be addressed within 24 hours.
In an email sent to students on 27 October, the High Holborn Residence Operations Manager, Stephanie Bitty, acknowledged the petition and apologised that the “first few weeks at [the] hall haven’t been up to [their] usual standards”.
They also emphasise that the hall has “consistently scored highly in [their] annual accommodation satisfaction survey” and that their “friendly reception team” is “available and ready to help”.
As of 1 November, LSE’s Head of Residential Operations Hannah Kearns updated students on the status of High Holborn’s problems. They have announced that the heating, hot water and lifts are now all functioning appropriately, and further steps including communication with Washstation and renovation of High Holborn’s heating systems will occur.
Kearns also assured tenants that the possibility of a rent rebate was being considered.
An LSE spokesperson has said: “The LSE Residences team is working closely with partners to ensure long-term solutions to recent facilities issues at High Holborn Residence. Following quick repairs, hot water and heating are now working well, and all laundry machines are serviced weekly by an engineer. Although it has taken longer to fix the lifts due to a shortage of parts, alternative lifts have been in operation throughout. Additional specialist maintenance staff have also been deployed to the hall to closely monitor services.
” On 27 October and 1 November 2023 we sent out information to residents updating them on the situation. We thank students for their patience during this period and will continue to provide regular updates as necessary. Students are also always welcome to speak with our friendly team at the hall reception with any queries or concerns.”
