Health hazard - vulnerable person held to ransom Leaving a vulnerable person held to ransom to give authorisation to an a potential unknown cost when they have sewage coming up through their toilet for 2 weeks. Once under duress agreed, they book the plumber 5 minutes before they close leaving it another 24 hours or if they can get an on call plumber 3 time the potential cost. Vulnerable person ended up breaking down and became unwell due to the turmoil and stress. I feel this very poor customer service with no vulnerable person policy to speak off is shocking and I feel this may go right up to director level. One of the case workers was on chat and a director won't deal with it just said escalate it up the chain of command. Totally disgusted by this shocking company whose websites values are laughable:- Trust (We’re open and honest – we keep the promises we make.) - wrong on all levels Respect (We seek an inclusive environment which promotes empathy and care for each other.) - again no sympathy and heartless especially to vulnerable person. Integrity (We have strong moral principles. We do as we say.) - They don't and I would say more like bullying a vulnerable person. Innovation (We welcome change as a way to nurture a growth mindset.) Delivery (We work together to deliver the most effective solution in a timely manner.) - Hmmm 2 weeks and escalated for the last 24 hours and still no resolve doesn't seem timely to me.