A family in Hertfordshire has been left devastated after being without support after a branch from a National Trust tree crashed onto an electricity cable, tearing the chimney from their historic home.
The couple, who have resided in their 500-year-old Grade II-listed cottage in Bishop’s Stortford for more than 22 years, saw their property suffer extensive damage in the September incident.
Their home sits surrounded by National Trust land, and a falling limb struck a UK Power Networks cable connected to their chimney.
The impact ripped the chimney clean off the roof, causing what the family described as “terrible damage” to their property.
Their daughter was home alone when the incident occurred, hearing an enormous crash before rushing outside to discover the chimney had smashed onto the roof of their work van.
A live electricity cable dangled and swayed in the wind just feet from where she stood, though she was unaware of the potentially fatal danger she faced.
The homeowners, who run a bespoke dining business from the cottage serving a prestigious client base, immediately reported the incident to the National Trust’s insurer.
Zurich, the conservation charity’s insurer, promised to complete its investigation within 90 days, with a response due before December 24, 2025, yet that deadline passed without any communication.
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When the family finally received an answer on January 14, Zurich rejected their claim entirely, stating it could not accept liability and would offer no compensation.
This rejection came despite the consequences for the family’s catering enterprise proving severe, with their van completely written off and essential equipment destroyed.
They estimate that their total losses exceed £20,000, comprising £5,099 in van hire costs, an £11,000 shortfall between their insurance payout and replacement vehicle cost, and £2,915 in lost earnings from a cancelled event.
Additional expenses included £1,398 for damaged barbecues, £530 in spoilt catering stock following a nine-hour power cut, and various administrative costs.
Zurich, the conservation charity’s insurer, rejected the family’s insurer
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A National Trust spokesman said: “The Trust has a robust, specialist-led tree inspection system and this particular tree was inspected in October 2024, with no defects identified.”
An independent examination of the fallen branch, which came down during a yellow wind warning with gusts reaching 45mph, revealed no evidence of disease, decay or other actionable concerns.
The charity maintained that the insurance investigation found it bore no responsibility for the damage, per The Telegraph.
Zurch said they were “sorry” for the family’s experience and that they understood how distressing storm damage can be.
“The delay in sharing our findings was the result of a thorough and necessary investigation; however, we appreciate the impact this had and have apologised for the time taken,” the insurer added.
The family expressed dismay that the National Trust, despite being their immediate neighbour, never contacted them to check on their welfare or offer any form of assistance following the incident.
When pressed to make a goodwill gesture, the charity declined, citing a conflict with Charity Commission guidance on charitable funds.
However, the Charities Act permits ex gratia payments of up to £20,000 where morally appropriate, and the family was rebuffed again when approaching the Trust’s chief finance officer.
UK Power Networks, while denying negligence, did provide £500 towards the family’s insurance excess payments in recognition of their distress.
Having received nothing from the National Trust, the family is now weighing whether to escalate their complaint to the charity.