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Couple struggles for home after fire damage

Ken and Anne Murray continue facing challenges in restoring electricity to their home after a fire.

July 25, 2025 at 07:21 PM

First we lost our daughter then we lost our home

An elderly couple deals with ongoing challenges after losing their home due to a fire.

Couple Faces Extended Struggle After House Fire

Ken and Anne Murray, in their 80s, have been living in temporary housing since a fire devastated their home in January. The fire, caused by an electrical fault, forced them out after 63 years in their house. They are now battling Scottish Power to restore their electricity, having already faced multiple failed installation attempts for a new smart meter. Ken expresses frustration over the lack of help, claiming they have been “going round in circles” trying to resolve the issue. Despite their efforts to communicate with the company, they feel abandoned during this difficult time.

Key Takeaways

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Ken and Anne Murray lost their home due to a fire caused by an electrical fault.

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They have lived in temporary accommodation for six months.

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Scottish Power has yet to restore their electricity since the fire.

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Two installation appointments failed due to incorrect equipment.

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The couple has felt ignored despite numerous communications with Scottish Power.

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Their experience raises broader concerns about customer support for the elderly.

"We lost our daughter, our home. My wife is ill with the stress."

Ken expresses the emotional impact of their struggles after both losing their daughter and home.

"We've had no help at all. We're going round and round in circles."

Ken's frustration reflects the challenges faced when dealing with service providers.

"It's the horror of trying to get people to do the right thing."

Ken shares the inexplicable difficulties they encounter in resolving their situation.

"I'm dreading next month because I think we'll go through the same routine all over again."

Ken's anxiety about future appointments reveals the toll this situation has taken on his mental health.

The Murrays' story sheds light on the bureaucratic struggles faced by many elderly individuals when dealing with utility companies. Their situation highlights not just the personal loss of home and loved ones but also the systemic failures that can exacerbate their distress. As companies like Scottish Power enforce policies that may not accommodate the needs of vulnerable customers, it raises concerns about the responsibilities corporations hold in ensuring support and empathy for those in crisis. As customer service becomes more automated, the human element is often lost, leaving elderly clients feeling voiceless and neglected in their times of need.

Highlights

Living in limbo has broken our family down.
It's just going round and round with no answers.
We're just fighting to return to our home.
We lost everything, and we're still waiting.

Risk of Elderly Vulnerability Ignored

The ongoing battle faced by Ken and Anne Murray highlights a larger issue of how utility companies respond to the needs of vulnerable customers, particularly seniors. With their situation drawing attention, it raises concerns about accountability and support for those who can least afford the stress of such challenges.

The ongoing ordeal serves as a reminder of the crucial need for sensitivity in handling such critical issues for vulnerable populations.

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elderly fire utility energy customer-service community energy human-interest

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