Bishop’s Stortford residents urge care company to end ‘living nightmare’

A care company stands accused of failing its supported living clients and their long-suffering neighbours.

Residents of Archers Place, Chapel Row and Newtown Road confronted provider Magic Life at a meeting attended by Hertfordshire County Council, East Herts neighbourhood policing team and a town and district council duo.

Cllrs David Jacobs and Yvonne Estop, Labour members for Stortford’s Central ward, have been working with the householders to try to find a solution for all concerned.

A spokesman for the residents said their overwhelming concern was for those living in three properties managed by Magic Life.

He said: “Nobody has objected to the idea of supported living in those properties per se, but there is a general feeling that the accommodation is not appropriate for the residents and their support needs are not being adequately met, which has resulted in multiple instances of anti-social behaviour.”

He said there were “unacceptable levels” of noise, with shouting, swearing, screaming and loud music.

Male and female residents have been seen outside naked and distressed while furniture and “bodily fluids” have been thrown from windows. He alleged cars had been damaged.

Property company Paul Simon acquired a terrace of three properties, now known as The Chapel, in around 2021.

The business’s subsidiary, Magic Life, advertises them as “designed to meet the needs of people with autism, learning difficulties and behaviours that are deemed to be challenging”.

The residents’ spokesman said they were designed as starter homes without parking but now have up to 10 workers on site caring for the tenants around the clock, plus regular visits from managers and maintenance staff. In addition, ambulances and police cars are “frequently” parked outside.

Residents and councillors remain concerned that the scale of the care operation may not comply with the original planning consent.

The spokesman said that because they were not designed as care facilities, there was no office or staff room. That meant that when workers arrived at 8am and departed at 8pm, there was noise and disruption as the changeover took place outside. He accused Magic Life staff of reacting to complaints with hostility.

The spokesman said the ongoing disruption had affected the mental health of some householders; shift workers were unable to sleep and those working from home were disturbed.

He said: “Residents no longer feel able to invite guests and need to keep windows and doors shut during the summer months.”

He feared residents were being unfairly constrained too: “There is no proper outside space where they can burn off energy and let off steam, and to all intents and purposes they may as well be in a secure institution.

“The situation as it stands is failing to meet the complex needs of the vulnerable adults… and is also having a negative impact on the health and wellbeing of residents in the adjacent properties.”

Residents wanted to know if Herts County Council could take action, but a spokesman said that the authority had not placed anyone with Magic Life and the care company was not part of its current contract framework.

However, as the “host authority”, Herts did retain some safeguarding responsibilities and could talk to other councils with tenants at the property. He said: “Ultimately, as the placing authority, they have responsibility.”

The police representatives said there were currently two “live investigations” into incidents associated with The Chapel and officers were working with Magic Life.

However, the tenants’ vulnerabilities meant that the criminal justice system might not be the best way of dealing with any offences. He said a multi-agency solution was being explored.

Similarly, East Herts Council cannot categorise incidents as anti-social behaviour and take action because of a lack of intent.

A Magic Life representative admitted there had been previous complaints but hoped there had been substantial improvements more recently. He said: “I’m terribly sorry we are here again.”

He admitted: “I know you have been witnesses to quite distressing behaviour.” He said efforts were ongoing to support the residents so there would be no recurrences of those incidents.

He pledged to remind staff about carrying out confidential handovers, observing parking restrictions and interacting with residents.

His female colleague told residents: “I would like to reassure you that it’s being taken really seriously.”

They confirmed that health watchdog the Care Quality Commission was due to visit the premises this week.

However, residents remained sceptical that there would be improvements. One householder said living near The Chapel was “a living nightmare”.

After the meeting, Cllrs Estop and Jacobs told the Indie: “The care of vulnerable adults in unsuitable accommodation has significantly affected surrounding residents for many months.

“It was important to bring residents, care provider and local services together, in order for a robust multi-team approach to resolution. We will continue to work with all interests.”