A disabled Hackney man has sharply criticised his housing association after spending months effectively trapped in his third-floor flat, due to a repeatedly malfunctioning lift.
Malcolm Cripps, 64, who uses a wheelchair and has severely restricted mobility, has been calling for a transfer from his flat in a Sanctuary Housing Association block after enduring lengthy periods of isolation caused by a faulty communal lift. At times, the lift failure left him unable to leave the building for up to four months.
“It’s been a nightmare,” Malcolm told the Local Democracy Reporting Service. “They don’t treat me as a person—just a problem.”
Despite Sanctuary Housing offering several alternative properties over the past year, Malcolm said none have met his specific accessibility and sensory needs. One offer, in a complex intended for older people, was described by his NHS wellbeing practitioner as “more like a care home.” After visiting, Malcolm declined the offer, saying the environment would have worsened his sensory issues and undermined his independence.
“I couldn’t handle being in there. It felt like a psych ward,” he said.
Sanctuary also offered him properties that shockingly lacked basic wheelchair access. “Ironically, one of the homes was previously occupied by another wheelchair user—and it still had steps,” he added.
Malcolm lobbied for a transfer to Gascoyne House, a Sanctuary property with two lifts, which he believed would reduce the risk of being trapped again. However, the housing association initially said it was unavailable due to pending repairs and later argued it had the same layout as another unsuitable flat.
“But I’d seen it. The layout was ideal,” Malcolm insisted. “It’s been smoke and mirrors.”
He asked for an Occupational Therapist (OT) to assess the flat for adaptations, but Sanctuary initially refused, despite previously arranging an OT-led viewing for another property. It wasn’t until intervention from Hackney MP Meg Hillier and Inside Housing that the association agreed to fund a private OT assessment.
The OT submitted their report in December 2023. Malcolm says he heard little for weeks despite chasing Sanctuary for a response. In March, the landlord informed him the Gascoyne House property was no longer available, citing concerns that the flat wouldn’t meet his future needs if his health deteriorated.
Malcolm strongly disputes the conclusion of the OT report, claiming he wasn’t consulted about its recommendations and believes he can live in the property independently.
His wellbeing practitioner echoed his concerns: “The landlord claims it’s too difficult to adapt the property, but they haven’t explained why. This has happened before with Sanctuary—they offer someone a flat, commission a report, and then pull out.”
Since the offer was withdrawn, Malcolm and his support team have repeatedly requested a meeting with Sanctuary but say they’ve received no response. In May, the flat was returned to the allocations list.
Malcolm is now left in limbo, afraid to use the unreliable lift in his current block and physically forcing himself into his wheelchair to navigate it.
His treatment has sparked outrage among local councillors. Cllr Claudia Turbet-Delof said she was “shocked and appalled” by Sanctuary’s handling of the case.
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“The distress, delays, and systemic failures Mr Cripps has experienced are unacceptable. No one should have to endure such prolonged isolation. Sanctuary—and all housing associations—must be held accountable,” she said.
Cllr Turbet-Delof also praised the efforts of Cllr Clare Joseph, who had supported Malcolm before going on maternity leave, and expressed dismay that those efforts appeared to have been disregarded.
A spokesperson for Sanctuary said Hackney was “heavily oversubscribed” and that finding a suitable property for someone with Malcolm’s complex needs was “not straightforward.” However, they added: “We remain committed to supporting Mr Cripps and finding a property that is right for his short and long-term requirements.”
Under the Equality Act 2010, housing providers are legally required to make reasonable adjustments for disabled tenants. For Malcolm, the wait for that adjustment continues—along with his fight to simply leave his front door.
