:00:00. > :00:08.Winter's back, and so are the floods.
:00:09. > :00:19.Tonight, a community that's still trying to recover from last years'
:00:20. > :00:22.devastation. It was a nightmare. We didn't know where the water was
:00:23. > :00:26.coming from. We should have been happy in our new home.
:00:27. > :00:31.It was the estate that wasn't meant to flood, so what went wrong? Lots
:00:32. > :00:34.of things could have been done better. It beggars belief they
:00:35. > :00:41.didn't check the levels. In Wales, tens of thousands of us
:00:42. > :00:45.live on flood plains. Should we build on flood plains? No. But what
:00:46. > :00:47.about those who've just set up home on one? I'm putting my hope in the
:00:48. > :01:11.authorities. Welcome to the Glasdir Estate, a
:01:12. > :01:22.development with two-, three- and four-bedroom properties. Great for
:01:23. > :01:26.young families. It is a lovely market town in the countryside. Good
:01:27. > :01:31.schools, good services. It's a nice location in the
:01:32. > :01:37.picturesque town of Ruthin. Iterated our circumstances perfectly. I love
:01:38. > :01:40.the area. I don't want to leave. Near town and country, it has
:01:41. > :01:50.stunning views across the Clwyd Valley.
:01:51. > :02:01.We were happy that everything seemed to be in order. What happened on the
:02:02. > :02:06.27th was a shock for us all. The state should have just made the
:02:07. > :02:10.headlines as a local success story, a much-needed development for the
:02:11. > :02:15.area, homes for young families. Instead it was hit by some of the
:02:16. > :02:19.worst floods seen last year. Why? This estimate is built right in the
:02:20. > :02:23.middle of a flood plain. -- this state. And despite all the promises
:02:24. > :02:30.from the authorities and developers, the water flooded in. It was a
:02:31. > :02:35.nightmare. It changed our life. It was one of those days. All day long
:02:36. > :02:42.you think I'm going to wake up from this nightmare, I'm going to be able
:02:43. > :02:46.to go home and sleep in bed with my babies stop my husband goes outside.
:02:47. > :02:55.It is pitch black. He says, Poppy, the water is coming to the house. I
:02:56. > :03:02.was eight months pregnant at the time, and had a 2.5-year-old boy. It
:03:03. > :03:09.has been stressful since that morning. We didn't know where the
:03:10. > :03:13.water was coming from and where it would rise, unaware that the back
:03:14. > :03:18.Gordon -- garden was full of water to a couple of feet high. Between
:03:19. > :03:25.realising the river had breached and the water was into the estate, was
:03:26. > :03:30.about half an hour or less. By the time we left, there was water in the
:03:31. > :03:33.kitchen. It was coming in through the doors. It was coming in through
:03:34. > :03:38.the front door. Things were starting to float away. There was nothing we
:03:39. > :03:44.could save. We switched off the power. I was sold on the
:03:45. > :03:49.developments that it would not flood. I have some persuading to do
:03:50. > :03:53.with Leanne to get her to buy into the idea.
:03:54. > :03:58.These houses proved popular with locals and those moving into the
:03:59. > :04:01.area. Near the town, where there are good schools and a new link-road,
:04:02. > :04:07.all ticking the right boxes, especially for young families.
:04:08. > :04:10.But people didn't move in blindly. Poppy Williams wanted to know of any
:04:11. > :04:20.flood risk. Her story of reassurance is one that is echoed across the
:04:21. > :04:24.estate. When we bought the properties, a lot of the locals,
:04:25. > :04:31.myself one of them, knew this was a flood plain. The question, as far as
:04:32. > :04:34.I know, we all asked the sales people was, you have built on the
:04:35. > :04:38.flood plain. What have you done about it to make sure the properties
:04:39. > :04:44.don't flood? We were told that millions of pounds had been spent on
:04:45. > :04:47.flood defences. Their attitude was almost, why are you asking this
:04:48. > :04:53.question? Everyone knows it is not going to flood now. Lo and behold,
:04:54. > :04:58.it floods. We were provided with an environmental statement which set
:04:59. > :05:02.out the measures that had been taken in relation to flood defence,
:05:03. > :05:07.including appropriate floor levels. I have read there would only be one
:05:08. > :05:13.flood in 1000 years. This document states that even in that event, we
:05:14. > :05:15.would be protected from water coming into our properties. That is what we
:05:16. > :05:19.were told. It was back in 2000 that plans to
:05:20. > :05:23.develop land at Glasdir were set out. But because it was on a flood
:05:24. > :05:26.plain, that risk would have to be managed. It was going to be
:05:27. > :05:29.protected from the River Clwyd bursting its banks with a
:05:30. > :05:32.three-layered defence. First, a new road complete with
:05:33. > :05:36.culverts. It would protect from flooding to the north, and the
:05:37. > :05:42.culverts would drain water away from the houses.
:05:43. > :05:45.Secondly, there was to be a bund, a wall of earth to raise the entire
:05:46. > :05:51.development area high enough to keep anything but a one in 1,000-year
:05:52. > :05:54.storm from flooding the estate. Finally, the floor levels of the
:05:55. > :06:00.houses themselves were built to 20 centimetres above the height of the
:06:01. > :06:04.bund. The road, culverts and the grassed
:06:05. > :06:06.over defence wall were built by the Welsh Development Agency to
:06:07. > :06:15.standards recommended by the Environment Agency, and all passed
:06:16. > :06:20.by Denbighshire County council. This is the land that runs towards
:06:21. > :06:25.the culvert under the road. Let's go and investigate. Let's investigate.
:06:26. > :06:28.Investigate? During September last year,
:06:29. > :06:36.residents filmed the defences dealing with a miniature flood after
:06:37. > :06:40.heavy rain. There was somewhat that came through. We thought, brilliant
:06:41. > :06:44.from the system seems to be working, and thought no more of it. It was
:06:45. > :06:48.something a bit different that we were not used to seeing. We were
:06:49. > :06:54.happy that everything seemed to be in order. In September, where the
:06:55. > :06:57.water had come over the field and had run through the culverts, we
:06:58. > :07:02.thought it was all in hand, all above board. We had got them all
:07:03. > :07:09.singing, all dancing defence system in place.
:07:10. > :07:12.But two months later the rain came back, and this time the flood
:07:13. > :07:23.defences failed. 122 homes were flooded.
:07:24. > :07:28.And the end of August, this long-awaited independent report
:07:29. > :07:32.commissioned by Denbighshire county council into the flooding was
:07:33. > :07:36.released. It is a ruckman critical in parks, and came up with plenty of
:07:37. > :07:48.conclusions and nominations. But many residents feel it skirted over
:07:49. > :07:52.some crucial issues. To my right, the report by the
:07:53. > :07:55.author. The report was chaired by this
:07:56. > :07:58.chartered engineer. She listed a catalogue of failures. The link road
:07:59. > :08:01.built by the Welsh Development Agency acted as a dam. The design of
:08:02. > :08:04.the culvert screens didn't meet industry standards, and they were
:08:05. > :08:08.blocked. Defences that were supposed to withstand a one in a 1,000-year
:08:09. > :08:18.flood failed against a flood a fifth of that magnitude. So who is
:08:19. > :08:25.assuming responsibility? What the report is clearly saying is that the
:08:26. > :08:29.blockage of the culverts contributed. What I think it doesn't
:08:30. > :08:35.say clearly, and perhaps it is difficult to determine, is how the
:08:36. > :08:41.blockage was caused. If the blockage was caused purely because of
:08:42. > :08:46.maintenance, I think there is a friend of -- finger pointing at us.
:08:47. > :08:49.If it was caused by broader factors, it is not clear.
:08:50. > :08:52.The report had stopped short of laying any blame, to the
:08:53. > :08:57.frustrations of many Glasdir residents. We went back to the
:08:58. > :09:01.council and expert and said, we are not happy with this report. It
:09:02. > :09:04.doesn't answer all the questions. We understood they would be answered in
:09:05. > :09:08.the report. They are not. Please answer them. Essentially, they were
:09:09. > :09:12.not answered and they remain unanswered.
:09:13. > :09:14.But it's not just the council who is under the spotlight. The Environment
:09:15. > :09:20.Agency, now National Resources Wales, have responsibilities too.
:09:21. > :09:24.But not, it seems, for maintenance. The structure we are talking about,
:09:25. > :09:31.which is a highway with pipes underneath it, would not have been
:09:32. > :09:35.part of our maintenance procedures. Isn't it part of the problem when we
:09:36. > :09:40.have flooding in Wales that there are grey areas? Who is responsible
:09:41. > :09:45.and who takes charge of maintaining and make sure culverts and grills
:09:46. > :09:49.are clear? There are grey areas in people's understanding of
:09:50. > :09:53.responsibility. But I am clear that as far as authorities are concerned,
:09:54. > :09:56.there is clear demarcation of who is responsible for what.
:09:57. > :09:58.He may be clear, but the residents aren't.
:09:59. > :10:02.The screens on the culverts that were blocked have been taken off and
:10:03. > :10:11.temporary sandbags have been stacked on top of the bund, steps taken to
:10:12. > :10:17.reassure those living there. The flood measures are bright white
:10:18. > :10:21.sandbags! While some people might think that gives you assurances, in
:10:22. > :10:26.the event of a flood, they do very little. As a county, regardless of
:10:27. > :10:30.what happened on the day, Denbighshire have a duty of care to
:10:31. > :10:34.find out what the problem was, who put the link road in, why it was
:10:35. > :10:43.designed in that way, why there are only a few culverts for over 100 and
:10:44. > :10:50.houses. -- over 150 houses. Home owners have formed a committee to
:10:51. > :10:55.try and get some answers. You would all have seen this on Facebook. It
:10:56. > :10:59.is a piece of paper setting out what our floor numbers are. One key
:11:00. > :11:03.question is the floor level of their homes. It's an integral part of the
:11:04. > :11:10.promised flood defences. But as they tried to check the levels, they were
:11:11. > :11:13.in for a surprise. We have seen approved plans that show our
:11:14. > :11:20.property should get a certain height, approximately 55 centimetres
:11:21. > :11:25.higher than it is. We have 15 centimetres, approximately, of water
:11:26. > :11:29.in the house. To my mind, that does suggest that had we been at the
:11:30. > :11:34.correct level, ie 50 centimetres higher, we may not have had water in
:11:35. > :11:38.the property. Considering the nature of the estate and where it was
:11:39. > :11:43.built, and considering the flood risk, it beggars belief that they
:11:44. > :11:47.didn't check the floor levels. When work began on the Glasdir
:11:48. > :11:51.Estate, every house was given its own floor level measurement. In
:11:52. > :11:54.2010, the plans were updated. What residents have found is the majority
:11:55. > :12:03.of houses have been built to a lower level than the figures listed in
:12:04. > :12:06.these plans. We have spoken to a dozen residents and compared the
:12:07. > :12:11.actual measurements of their flaws to the ones referred to in their
:12:12. > :12:14.plans. All are lower. They, too, believe that they would not have
:12:15. > :12:17.been flooded if their homes had been built to their plan.
:12:18. > :12:20.The council admit they didn't give written confirmation that they'd
:12:21. > :12:23.checked the floor levels, as was required. In fact they can't find
:12:24. > :12:31.any record that floor levels were checked by them at all. They say the
:12:32. > :12:33.actual floor levels built meet the Environment Agency's minimum
:12:34. > :12:43.requirements. The problem is the majority don't meet the floor levels
:12:44. > :12:46.referred to in the latest 2010 plan. Planning is meant to get housing in
:12:47. > :12:51.the right place, in resilient places. This is what the planning
:12:52. > :12:59.process is amount -- meant to avoid. One accurate -- One expert is in no
:13:00. > :13:02.doubt how important it is to make sure that when you're building on
:13:03. > :13:05.flood plains, floor level figures need to be spot on. When you are
:13:06. > :13:07.thinking about what you are telling developers, it should be clear what
:13:08. > :13:12.floor levels are required. This is about the regulator. It is critical
:13:13. > :13:16.that standards are set up properly, and ultimately it is a local
:13:17. > :13:20.authority with the expert help of the Environment Agency to sort the
:13:21. > :13:25.problem out. Any kind of confusion on that side is going to lead to the
:13:26. > :13:28.problems you had here. People here have spent a year trying
:13:29. > :13:37.to get an answer to their questions on floor levels. So far, they say,
:13:38. > :13:41.they've not had an explanation. Nowhere in that section, and I read
:13:42. > :13:43.this over and again, nowhere in that section does it answer that
:13:44. > :13:47.question. So we wanted to ask the council to
:13:48. > :13:49.explain why there is this discrepancy over floor level
:13:50. > :13:53.figures. They've declined to be interviewed or answer the question.
:13:54. > :13:57.The house builders Taylor Wimpey told us that as the council have
:13:58. > :14:01.asked them to talk to their planning department, it would be premature to
:14:02. > :14:08.comment. The Environment Agency say it's not their job to check.
:14:09. > :14:11.On the day of the floods, one of those helping out was the local
:14:12. > :14:14.councillor and businessman. He thinks residents should have answers
:14:15. > :14:23.but doesn't believe it's only the council that should be in the
:14:24. > :14:27.spotlight. I understand the anger and frustration and rightly so. We
:14:28. > :14:31.need to get the right agencies to get the right answers. We need to
:14:32. > :14:36.see what evidence about what is not right. But we need to look at the
:14:37. > :14:46.reports. The council and the Venables Report have raised certain
:14:47. > :14:52.questions that need answers. ?? YELLOW Plenty of questions then, but
:14:53. > :14:55.crucially, what about answers? Other failings in the flood defences that
:14:56. > :15:05.should have kept families' safe are all too obvious. I am not naive
:15:06. > :15:10.enough to think the river won't burst its banks again. I don't think
:15:11. > :15:14.it is a once-in-a-lifetime appearance. I think it will happen
:15:15. > :15:25.again. It is just if the measures put in place will be effective. It
:15:26. > :15:30.plays on your mind a lot. It is something which will always be
:15:31. > :15:34.there. I want to believe that those culverts work until I see them
:15:35. > :15:38.working and I need to know that whoever makes those decisions are
:15:39. > :15:44.making those decisions properly. I am butting my faith in the 40s and
:15:45. > :15:53.the council that they won't let it happen again. -- in the authorities.
:15:54. > :15:56.Glasdir, as in many parts of Wales, is in valley surrounded by steep
:15:57. > :15:59.hills and near fast flowing rivers. The Welsh Government's own map shows
:16:00. > :16:02.in green, there are defences, but they'll always be challenged by the
:16:03. > :16:06.natural path of water. But despite this, we found that 26 other schemes
:16:07. > :16:11.in flood risk areas in Wales were passed last year alone. Dr Lynda
:16:12. > :16:19.Yorke of Bangor University studies the science of how rivers and river
:16:20. > :16:26.valleys work. The simple answer would be not to build on a flood
:16:27. > :16:29.plain. We need to think about risk. We are living in an uncertain world
:16:30. > :16:33.and we know we have climate change going on. We have seen in the last
:16:34. > :16:39.ten to 12 years a lot of incidents of flooding throughout the whole of
:16:40. > :16:45.the UK. We need to think where we are placing our houses and
:16:46. > :16:49.businesses. Is the bund adequate for what it needs to do year given the
:16:50. > :16:56.fact we're on a flood plain and there are over 200 houses here. It
:16:57. > :17:02.was designed for a particular amount of time. What you had was a flood
:17:03. > :17:09.wave passing through for a duration of six hours which overtopped the
:17:10. > :17:11.defence they had built. Rivers are complex things. They are going to
:17:12. > :17:17.behave in a way that is unpredictable to a certain extent.
:17:18. > :17:23.They will always be an element of chaos you can't proceed for. --
:17:24. > :17:31.prepare for. It's the Environment Agency which set that standard. The
:17:32. > :17:35.bund was not high enough. The reports are telling us that the tent
:17:36. > :17:43.back wasn't high enough given that the culvert was blocked. The
:17:44. > :17:46.proposals now to give this added safety factor is that the bund is
:17:47. > :17:50.raised on the basis it could block again. The council and Taylor Wimpey
:17:51. > :17:53.have pledged money to raise the bund, but the Welsh Government
:17:54. > :17:56.haven't decided if they'll help pay for the work. With winter
:17:57. > :18:05.approaching the threat is still there. Having an embankment outside
:18:06. > :18:08.the front of the house is not something you want to see every
:18:09. > :18:14.morning when I open the blinds. Given what has happened, I can't see
:18:15. > :18:21.how I can never feel comfortable sleeping at night when it rains.
:18:22. > :18:25.Every time it rains, I used to love listening to the rain in bed, but
:18:26. > :18:29.now you are constantly looking out of the killings and thinking, is it
:18:30. > :18:38.going to flood again? -- the curtains. So they use ask when she
:18:39. > :18:45.was putting her teddies in the bath whether they were waterproof. She
:18:46. > :18:51.was asking, is the water going to come in again? All the toys we
:18:52. > :19:03.bought her with -- when she was born, everything went. For people
:19:04. > :19:08.living here, the attraction of being near open spaces has now become an
:19:09. > :19:11.eyesore. In fact these concrete culverts which were supposed to
:19:12. > :19:16.channel flood water discreetly away have become part of the problem.
:19:17. > :19:23.With those planning the estate defences having to assume they could
:19:24. > :19:27.be blocked again in any major flood. So how did all the authorities,
:19:28. > :19:33.after all the promises, get it so wrong? It's not as if flooding is
:19:34. > :19:36.unknown in Ruthin. 12 years ago the towns other river, the Mwrog, was
:19:37. > :19:42.regularly flooding and blocking its culvert. ?3.5 million was spent to
:19:43. > :19:52.divert the stream. Planning for the long term says one expert, is just
:19:53. > :19:57.plain common sense. They has to be -- it has to be in the front of our
:19:58. > :20:03.minds that we have to get this right from the beginning. It is not about
:20:04. > :20:07.what is convenient for developers but what is in the wider public
:20:08. > :20:19.interest. There is a clear duty for local authorities to plan. Ensuring
:20:20. > :20:24.to costs -- in short and to costs are higher than getting it right
:20:25. > :20:28.from the beginning. -- insured once. The road and culverts were built by
:20:29. > :20:35.the WDA, now part of the Welsh Government. They were adopted by
:20:36. > :20:41.Denbighshire County Council. Do you know when those culverts were
:20:42. > :20:44.cleared? The culverts had grills on the outside so it's unlikely the
:20:45. > :20:50.culverts themselves would have been blocked. What blocked was the
:20:51. > :20:54.material built up over the entrance to the culverts. The council insists
:20:55. > :21:00.it was the Environment Agency which passed the culvert screen design.
:21:01. > :21:05.Who made that decision? The reports show that the culverts and the
:21:06. > :21:12.screens were at least partially blocked. That elevated water levels
:21:13. > :21:23.to cause the flooding. The culverts were consented but we maintain the
:21:24. > :21:29.screens we installed were themselves not designed to industry standards
:21:30. > :21:36.and would not have helped. Did you notify Denbighshire county council
:21:37. > :21:40.of that? We weren't aware of it at -- until after the event. We've
:21:41. > :21:43.since found out the reason the Environment Agency, now NRW, were
:21:44. > :21:47.unaware of the defect, is because they hadn't asked to see detailed
:21:48. > :21:51.designs of the culverts, as they would usually. They did put in a
:21:52. > :21:54.condition, but left it to others to check. There've been details missed
:21:55. > :21:58.all along the line in the story of Glasdir. What does the man in charge
:21:59. > :22:08.of the Environment in Wales make of it? The culverts didn't work, the
:22:09. > :22:14.10th fact didn't work. All the protection was in place, allows by
:22:15. > :22:21.Denbighshire Council and the Welsh Government and they all failed. It
:22:22. > :22:26.is shocking what happened in Glasdir last year. I recognise the impact of
:22:27. > :22:32.the flooding on the people. We are looking at the moment as to how we
:22:33. > :22:37.respond to Glasdir and all the different elements of that. One of
:22:38. > :22:39.the primary causes was not simply that the flood defences weren't
:22:40. > :22:46.adequate but the culverts weren't being feared. It is about the
:22:47. > :22:52.management of those defences. The maintenance of their flood defence
:22:53. > :22:57.has left residents bewildered. Two days before the flood I was home and
:22:58. > :23:07.I was cutting the grass around the culvert area. It might not have
:23:08. > :23:13.contributed but it may have. We have asked who did that maintenance work
:23:14. > :23:17.and that is no record of it. Sometimes it is like an in your head
:23:18. > :23:29.against a brick wall. You ask the same questions and get the same
:23:30. > :23:36.answers. Those types of things should have been established by the
:23:37. > :23:43.estate was first built. There's the council have a record how often
:23:44. > :23:51.those culverts were cleaned? I think there are lessons for us certainly
:23:52. > :23:57.about how we have a better maintenance regime for the culverts.
:23:58. > :24:05.There are lots of lessons and lots of things that could have then been
:24:06. > :24:10.better. That amounting to it was your fault is another thing. Today
:24:11. > :24:14.the land in front of the culverts is clear. But have lessons really been
:24:15. > :24:17.learned? Just up the road the scheme built by the council to divert the
:24:18. > :24:33.Mwrog river could do with some attention. You can see that there is
:24:34. > :24:41.degree trapped in the crate. -- great. There is a lot of vegetation
:24:42. > :24:48.downstream and if it flows -- slows overflow coming down it will over
:24:49. > :24:51.spill. We can engineer lots of solutions but we need to maintain
:24:52. > :24:59.those so they are workable solutions. We all make choices where
:25:00. > :25:10.we live. But for those living in Glasdir now, is that choice still
:25:11. > :25:16.there? Why not move away? I wish I could. The house is worthless. You
:25:17. > :25:22.would not be able to sell it. We both work to pay the mortgage and we
:25:23. > :25:27.don't have the spare cash to go somewhere else. We have no choice.
:25:28. > :25:31.We ask local estate agents to value our house and we say we live in
:25:32. > :25:38.Glasdir and they say what is the point? You are not going to be able
:25:39. > :25:41.to sell them as things stand. We wanted to ask Denbighshire County
:25:42. > :25:44.Council about why they hadn't checked floor levels, why after a
:25:45. > :25:50.year of asking, residents still have no clarity about the floor levels of
:25:51. > :25:54.their homes. We wanted to ask the Council as well about the
:25:55. > :25:57.maintenance of the culverts. They declined to be interviewed on legal
:25:58. > :26:03.advice. We understand they're already facing claims against them
:26:04. > :26:09.because of the Glasdir flooding. The local councillor believes people's
:26:10. > :26:14.frustrations are likely to continue. You don't not that the door if the
:26:15. > :26:24.ansa isn't there. We need to knock at the right door. We have to be
:26:25. > :26:27.realistic as well. There are certain things that only certain people are
:26:28. > :26:30.prepared to answer now and it might be down to the lawyers to extract
:26:31. > :26:32.that information. The flooding at Glasdir has left problems for the
:26:33. > :26:44.residents, the council and the developers. Yet could all this have
:26:45. > :26:49.been avoided? There is a tension here between economic growth and
:26:50. > :26:56.housing. The planning process is critical. But if you send a message
:26:57. > :26:59.saying above all else it is growth then you end up with mistakes being
:27:00. > :27:04.made. That requires a strong national line and it requires the
:27:05. > :27:09.government in Wales to think hard about what future planning ideas are
:27:10. > :27:11.going to be. The Planning Minister Carl Sargeant declined to be
:27:12. > :27:15.interviewed, but in a statement said there is a robust policy of not
:27:16. > :27:18.building homes in high risk areas. Yet we've discovered that 25 housing
:27:19. > :27:24.schemes last year alone were given the go-ahead in flood risk areas.
:27:25. > :27:27.Five of them against all advice. The Environment Minister is spending ?
:27:28. > :27:31.240 million during this Government on flood defences. What's his view
:27:32. > :27:38.on how much we build on flood plains? In terms of where we are
:27:39. > :27:45.building at the moment, that is a matter for planning authorities. I
:27:46. > :27:50.talk to people about these matters. I talk to local authorities. The
:27:51. > :27:56.conversations I have with local authorities about this at all about
:27:57. > :28:02.managing water in a way which protects people's homes. Our task is
:28:03. > :28:08.to be to predict as far as we can the sort of episodes we can expect
:28:09. > :28:14.in the future and also to predict different water flows. Then we can
:28:15. > :28:18.manage flooding in a more intelligent way in the future. In
:28:19. > :28:22.Glasdir people may have to resort to legal action to find the information
:28:23. > :28:30.they want. And live with the threat of flooding again this winter. I
:28:31. > :28:34.don't know what anybody could say to me to make me feel comfortable.
:28:35. > :28:43.There will always be an undercurrent of we need to be prepared. We have
:28:44. > :28:55.got boxes upstairs so we can load things. You can have the best will
:28:56. > :28:57.in the world to be preparing to help somebody but it's important to
:28:58. > :29:02.listen to the people who have been affected as well. It is incredibly
:29:03. > :29:05.frustrating when organisations put up a front like they are putting up
:29:06. > :29:21.and are refusing to accept responsibility. Considering what we
:29:22. > :29:23.have all been through, I think it is just an acceptable. -- unacceptable.