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I never thought I’d be writing a review like this, but our experience has been so upsetting and exha

I never thought I’d be writing a review like this, but our experience has been so upsetting and exhausting that I feel I have to share it, and I genuinely hope the CEO, David Hynam, reads this.

We had an escape of water in our home in January 2026, right when our baby daughter was only a few weeks old. From that moment, our family life changed completely. The house has not been functioning properly since then. We have been forced to eat, live, and look after our daughter mainly in our bedroom upstairs for months. At different points we were without heating and hot water while trying to care for a newborn. It’s hard to describe how stressful that is when you are already surviving on broken sleep.

I also tried my best to prevent further damage. LV appointed a project manager and arranged SOS Leak Detection, but the earliest appointment was still days away. During the wait, the leak spread into other rooms and there were signs of mould on a damp wall. I emailed SOS asking them to attend earlier because we had a one-month-old baby at home and I was worried about the damage getting worse and my baby being near mould. Unfortunately, they couldn’t attend sooner and the leak was only stopped later. We did everything we could, but the delay meant more damage and more disruption.

The biggest issue now is the flooring reinstatement. LV’s appointed contractor Westone has said a liquid DPM (damp proof membrane) must be applied before the new flooring is laid. Without the DPM, they cannot provide a warranty and they’ve warned it could cause problems in the future. LV’s Complex Claims Team refused to cover the DPM cost, which is around £10,000, saying it is “pre-existing”. We simply do not have £10,000 available. That leaves us stuck: repairs cannot be completed properly, and the stress drags on month after month.

What makes this even harder to accept is that we acted in good faith to reduce LV’s costs. We were offered alternative accommodation or hotels because the works were noisy, dusty, and we had dehumidifiers running 24/7. We stayed at home upstairs instead to avoid those costs. We also accepted cheaper options for finishes, for example choosing Dulux instead of Farrow & Ball even though Farrow & Ball matched the existing paint. We tried to be reasonable and cooperative. But when I raised this, I was told that the savings were “our choice” and would not be considered.

The most distressing part of all has been the attitude and lack of empathy from certain staff. I spoke with Jack from the Complex Claims Team on 26 March 2026 and I was shocked by how cold and dismissive he was, even after I explained our family situation and how long this has been going on. After that call, I was so stressed that I couldn’t sleep properly. The following morning my head was spinning, I felt dizzy and like vomiting. I had to go out for a long walk just to calm myself down. With a baby at home, that level of stress is the last thing any family needs.

When I complained, it took around two weeks to receive a response from Jenny in customer relations, which only added to the feeling that the longer this drags on, the more pressure it puts on us. Her email also stated:
“Jack was right in saying that any saving LV have made by not paying for a rental property shouldn’t necessarily mean that we can off-set that saving or pay the equivalent of what it will cost to replace the DPM.”
That response made it feel like my concerns about how we were treated were brushed aside.

My daughter is now just over three months old, and in a few months she will be crawling on the floor. I cannot accept a solution that risks the floor failing or becoming unsafe, for example sharp edges, loose sections, or other defects that could potentially harm her. This is not just about money, it’s about having a safe, functioning home again.

To be fair, at the very beginning of the claim I spoke with Ricky and Christine and they were excellent. They were compassionate and genuinely tried to help, which is why I even left LV a 5-star review earlier on. Sadly, the experience with the Complex Claims Team and the complaint handling has felt completely different.

I have written directly to the CEO because I believe some staff urgently need better training in empathy, communication, and customer care, especially when families are going through major disruption at home.

This has been one of the most stressful periods of our lives. I wouldn’t wish this experience on anyone.

Date of experience: Apr 17, 2026