EQC walks off repair sites

The Earthquake Commission (EQC) is walking off repair sites after ‘‘highly vulnerable’’ homeowners become argumentative, an assistance service says.

Canterbury Insurance Assistance Service (CIAS) spokeswoman Lorraine Guthrie said EQC was creating a ‘‘social nightmare’’ by cash-settling challenging homeowners.

‘‘There’s nothing in the EQC system to distinguish between mental health issues and aggressive behaviour. There’s a total lack of empathy for people reaching the end of their tether.’’

EQC said it removed staff because of ‘‘repeated threats to their safety’’.

Shirley resident Wayne Carter is retired and suffers from anxiety and depression. He gets agitated when he talks about the ‘‘shoddy’’ repairs EQC left halffinished.

About a year ago, his TC3 property was jack and packed, but Carter said the state of the house was worse afterwards.

During the jack and pack, the house twisted, with 16 windows breaking in the process and new cracks appearing at every corner. The roof leaks, the floor shakes and doors open by themselves.

‘‘The whole house feels like a horror movie,’’ Carter said.

He tried to raise his concerns with EQC but was told some of the damage was historic. He kept questioning the repair strategy and asked for a different builder.

A few days later, EQC told him the contractors would not come back on site for health and safety reasons.

‘‘As we were unable to guarantee the continued safety of our staff, contractors and subcontractors on site, it was decided that the EQC would be cash settling all remaining EQC approved repairs.’’

Carter is adamant he did not threaten anyone.

The Carters were left with a cash settlement they did not believe would cover the repair costs, so they asked CIAS for assistance.

The organisation offered to facilitate a meeting with the contractor and EQC without the Carters on site but were given a ‘‘blanket refusal’’, Guthrie said.

‘‘There is no willingness to join us and find a solution. No motivation to help homeowners.’’

Another man, who asked not to be named, was told EQC would not return to finish his repairs for health and safety reasons.

He said he was frustrated and had a disagreement with the contractor on site. EQC later accused him of poking the contractor in the chest, he said, but the man denied that ever happened. CIAS offered to mediate again EQC refused to engage, Guthrie said.

An EQC spokesman said EQC could not comment on the two cases ‘‘for ethical reasons’’.

‘‘EQC’s position is that we removed our staff because of repeated threats to their safety.’’

EQC staff had been verbally or physically threatened in 53 instances in Canterbury since since January 2012. This included four cases involving a customer ‘‘attempting physical violence’’, 25 ‘‘verbally aggressive’’ incidents, including seven ‘‘extreme enough for EQC staff to remove themselves from customer properties immediately’’.

There had been five hub lockdowns because of customer threats.

‘‘Our staff do everything possible to resolve conflict effectively whilst at a customer’s site – and mostly this is highly successful.’’

In some cases, EQC said, it could not resolve a ‘‘customer’s angst’’.