Faulty lift sees disabled Waterloo hotel residents sleep in lobby

Disabled residents living in temporary accommodation have said broken lifts forced them to sleep in the lobby.

The Waterloo Hub Hotel (WHH) on Kennington Road, near Lambeth North station, houses dozens of people, some with limited mobility, under the care of Camden and Westminster councils.

Wheelchair-user Michael said he was told by the council “to walk up the stairs”, but “I am disabled”.

Westminster Council said it was investigating and expected the management company to “urgently make the necessary repairs”, while Camden Council said it was “very concerned”. WHH has been approached for comment.

The site, opposite the Imperial War Museum, is due to be redeveloped into a 355-room hotel.

The names of residents in this piece have been changed due to their wish to remain anonymous.

Johnson, who has a heart condition and a leg disability, said there were rats in the building, fire safety doors were broken and there had been delays in replacing broken microwaves.

He added: “People have serious health conditions and nobody seems to care and… they are not taken as priority.

“Think about human beings that live in these sorts of places. Normal human beings who are sick, who have contributed a lot to this country, not just me.

“It’s not fair at all.”

Another resident, Rose, said “rude” staff, “diabolical” food and bedbugs had left her “sad and depressed”.

She said: “I’ve been bitten all over. It’s a joke.

“I feel sorry for people who are in a lot worse situation than me and it’s sad to see.”

One in 49 Londoners are categorised as homeless and in temporary accommodation, with the capital’s councils spending £4m a day on providing short-term housing.

London councils spent £1.7bn in the year to March 2025, an increase of 29% from the year before, equating to more than half of the money spent nationally on temporary accommodation – a figure which itself has more than doubled in five years.

A Westminster Council spokesperson said they had a responsibility to provide clean, safe and secure accommodation to people who are homeless and they were “very concerned to hear about the conditions of some of the rooms in this hotel.

“We’re also seeking broader reassurance that the accommodation meets the standards we expect.”

A Camden Council spokesperson said they “regularly visit and speak with residents staying at the hotel, whose welfare is our priority, and we are very concerned to hear about these issues raised.

“We have visited the hotel to urgently investigate these issues with the contractor responsible for maintaining the building and we are speaking to residents about the problems they are experiencing and the support they may need.”