Residents of a converted former NatWest bank building in Westbourne, Dorset, claim their homes have become effectively unsellable after construction work carried out by a coffee shop beneath their flats allegedly caused severe structural damage.
Several homeowners say cracks appeared in walls, floors began sinking and communal areas were damaged after Coffee #1 began renovation work at its ground-floor premises in February 2024.
The residents believe the work affected key supports within the building, with estimated damage across seven flats reaching around £1 million.
Residents Describe Terrifying Vibrations and Growing Damage
Homeowners said they first became aware something was wrong when they felt intense vibrations travelling through their properties during the building work.
Some described the noise and movement as feeling “like a sledgehammer” hitting the walls, while others later discovered large cracks spreading through their apartments, corridors and stairwells.
Residents claim the damage has left them trapped in properties that cannot be sold, rented out or used as security for mortgages because surveyors have raised concerns about structural defects.
Couple Say Their Dream Home Became Worth Nothing
Johnny Hainsworth and his wife Jasmin bought their flat in March 2020 using their savings and support from the Help to Buy scheme, hoping the property would help them move further up the housing ladder.
The couple spent about £25,000 renovating the apartment, including installing new flooring, updating the kitchen and bathroom, and replacing carpets.
However, after the alleged damage emerged, they said their plans collapsed.
Mr Hainsworth claimed surveyors had warned that the property could not be mortgaged or rented, leaving the couple facing a financial loss of around £200,000.
A valuation at the end of 2024 suggested the flat could have been worth £155,000 to sell or £900 per month to rent if repairs were completed.
But estate agents later told them that because of the “evident and significant structural defects”, its current value was effectively zero.
Family Forced Out as Financial Pressure Mounts
Mr Hainsworth said the situation had dramatically changed their lives, claiming the couple had lost years of financial progress because of the unresolved damage.
He said a gap created in the floor during the deterioration became so severe that he could smell coffee from the shop below through it.
The couple eventually moved out when they could afford to purchase another home, but they said they faced additional financial strain, including extra stamp duty because the damaged flat was considered a second property.
They also continued paying council tax on the empty apartment while being unable to benefit from it.
Other Owners Reveal Failed Sales and Mounting Frustration
Other residents said they had experienced similar problems trying to move on from the situation.
Mark Goad, who purchased his flat in 2016, said he returned home from work in February 2024 to discover a large crack had appeared inside his property.
He questioned why the issue had taken so long to resolve and said he simply wanted to return to living peacefully in the home he loved.
Another homeowner, who chose not to be identified, said two potential sales worth around £150,000 collapsed after buyers received survey reports highlighting the damage.
She said she was left with an empty property, ongoing bills and legal costs, and had requested £10,000 in compensation.
Coffee Shop Owner Agrees to Repairs but Residents Demand Action
Coffee #1, which is owned by The Nero Group, has agreed to a repair programme on a no-fault basis, although residents say no confirmed start date has been provided.
The company said it was working with residents and other parties to resolve the issue as quickly as possible.
A spokesperson for Coffee #1 said the damage was caused by the original contractors and consultants involved in the renovation work at the site.
The company said its priority was supporting affected residents and ensuring a satisfactory resolution.
Residents Face Temporary Evacuation During Future Works
Property manager Andrew Featherstone said Coffee #1 representatives and advisers had visited the building several times to help develop a repair plan agreed with leaseholders.
However, he said residents remained frustrated by the lack of progress after waiting more than two years for a solution.
Mr Featherstone believes all seven flats will need to be emptied while repairs are carried out, with alternative accommodation arranged for those affected.
He described the residents’ situation as deeply upsetting and said many felt abandoned by the slow pace of action.
Community Campaign Grows as Residents Call for Boycott
Frustrated homeowners have started distributing flyers in the local area urging customers to boycott Coffee #1 until the dispute is resolved.
Residents say they want accountability, compensation and urgent repairs rather than temporary gestures such as shop vouchers, which they previously described as insulting.
While Coffee #1 maintains it is committed to fixing the problem, homeowners say they remain uncertain about when their properties will finally be restored and whether they will recover the value they have lost.
