'Boiler scalding left me unable to put clothes on'

James Bowman said his scars were slowly healing but he was still in discomfort

A man scalded when a council boiler burst its pipes has said he is still treating burns and scars almost a year after he was injured.

James Bowman "heard some clangs, before a burst pipe went all over me and I suddenly realised it was boiling water. I remember seeing my skin peeling".

He was at Pimlico's Lillington and Longmoore Estate when it happened in December 2024, which is part of a communal heat network provided and maintained by Westminster City Council.

The council said the leak was from a commercial supply and was not part of the Pimlico District Heating Undertaking (PDHU).

Warning: This article contains a potentially distressing image.

Mr Bowman said: "It was a rough time trying to recover, not just physically but mentally as well, because I couldn't go out and do my normal things.

"I struggled immensely. I couldn't do basic things like put my clothes on."

He said his scars were slowly healing, but his skin remained tight and needed to be regularly moisturised. He is currently suing Westminster City Council for compensation.

Westminster City Council, which runs the heating system, said it was unable to comment on Mr Bowman's case.

The Pimlico District Heating Undertaking is the oldest communal heating system in the UK and supplies more than 3,200 homes.

Hot water is supplied from the energy centre at Churchill Gardens, through underground pipes to residential housing blocks. The heat is then transferred through pipes to individual radiators.

According to Conservative ward councillor for Pimlico North, Jim Glen, the pipework is old, outdated and at the end of its design life. The pipes are built into the concrete of the buildings.

Westminster City Council has said it will replace the system after a process to decide their preferred heat supply option.

James Bowman was burnt by a large boiler run by Westminster Council

Elsewhere on the estate, Andie Williams said she has had persistent problems with leaks and floods in her flat for a decade.

In 2021, her bedroom ceiling collapsed when pipes burst in Charlwood House, destroying everything.

Almost four years later, when BBC London returned to her flat to see if her situation had improved, Ms Williams said: "It still feels like living in hell.

"The last leak was in March 2025 when the living room ceiling collapsed. That was quite traumatic."

Andie Williams said she lived in fear of the next problem in her home

She said since 2021, she has had a further two or three leaks in her bedroom and now finds it hard to sleep there.

"I'm living in continuing anxiety and fear all the time.

"I feel trapped, not important and dreading winter time. That's when all the mould and damp comes back. I don't know how I'm going to cope."

Ms Williams' building is run by the housing association A2Dominion.

Kate Gascoigne, chief customer officer at the association, said she was "sorry to hear about the concerns raised by residents, including Ms Williams, in relation to repairs and maintenance issues at Charlwood House".

She said safety was their top priority and they have been working with Westminster City Council, who own the building and manage the properties on their behalf, "to make sure all necessary repairs are completed".

The Lillington and Longmoore Estate is supplied by the Pimlico District Heating Undertaking (PDHU)

Liza Begum, cabinet member for housing services at Westminster City Council, said she was aware of Ms Williams' situation.

"I am really sorry for what she has experienced," she said. "She's an A2 Dominion tenant and we have worked with them and we have offered her four properties, which unfortunately Miss Williams has refused because she's described them as unsuitable, but we will continue to support her and we'll continue to try and find her a property."

Ms Williams told BBC London that she had been unable to accept the properties because they did not meet the clinical assessment criteria for her son's complex needs and disabilities.

She added: "The homes offered so far have been unsuitable and would put my son's health at serious risk."

Decades of problems

In 2023, Westminster City Council started a consultation into how best to upgrade the PDHU. On Thursday, a special meeting was held to discuss the options.

Glen said he was concerned because the Lillington Estate was listed.

He said: "How do you re-pipe it? Because you can't put the pipes back into the concrete framework?

"It's a recurring problem. We've had flats where we have had leaks multiple times over the last decade and if you don't know when the next one's happening that's really traumatising."

Westminster City Council's final decision on how to upgrade the PDHU is expected to be made next year.

Darlene Torey said Lillington and Longmoore Gardens community centre had to close due to leaks

Darlene Torey is bookings administrator for the Lillington and Longmoore Gardens community centre, which offers services for young mums, community groups and the elderly.

She has seen how burst water pipes affected the community space and the residents who rely on it.

The centre was forced to close for two weeks after a major flood from the pipes destroyed one of the meeting rooms.

"The main committee became so overwhelmed, we had to set up a sub-group which deals specifically with leaks and repairs," she said.

It's not just burst water pipes blighting residents' lives on the estate.

Damp, mould and even raw sewage backing up into bathrooms and balconies is also a major concern for many.

Raw sewage is backing up into bathrooms and on balconies

Begum, cabinet member for housing services at Westminster City Council, recognised the issue of leaks in the Lillington and Longmoore Estate.

She said "decades of underinvestment" by the former administration on the PDHU led to residents finding themselves in this situation of having to deal with lots of leaks.

"We spend around £3.5m a year on repairs linked to the PDHU.

"I don't want to trivialise residents' concerns. I'm a social housing tenant myself and I've lived in Westminster's council housing my entire life, so I completely understand what it's like to try and resolve a repair.

"It's an issue that we know is affecting our residents."

Ms Begum said the council had considered 13 options for upgrading the heating system, and this was shortlisted to five choices, which are under consideration.

"There is a sense of urgency to try and find a resolution and we hope to find a solution by next year," she said.

'£3.5m a year on repairs'

In February 2025, the regulator for social housing (RSH) awarded Westminster City Council the highest grade possible for its housing services for the first time.

This angered Glen, who said: "They (the RSH) didn't speak to any of the leaseholders, who were perhaps in a position to talk more freely, because a lot of the social tenants feel an obligation to their landlord."

His colleague and ward councillor for Pimlico North, Ed Pitt Ford, added: "The rating doesn't ring true with what's on the ground. It was sickening to see Labour councillors celebrating when we know the reality here is not a top rating for a housing provider."

A spokesperson for the regulator said they "understand the frustration residents feel when problems arise. We are aware of these issues and have engaged with the council about them.

"Landlords with a C1 grade meet our standards overall, but can still have room for improvement. In our inspection of Westminster City Council we saw the ongoing work the council is doing to improve its repairs service, and we now expect the council to continue to work with tenants as it makes these changes.

"Our regulation is not limited to our four-year inspection cycle and tenants can make referrals to us at any time."