Youi customer Sacha Murphy is highlighting problems she had getting her Broken Hill home repaired after it was damaged in a severe hailstorm in 2016.

The family was left with an exposed roof, no air conditioning and a range of other problems.

At the same time, regular lead level tests in Broken Hill had identified that soil needed to be removed from the back yard, but the work couldn’t be completed until after the storm damage was repaired.

Ms Murphy says she was initially assured that some pre-existing structural issues would be fixed as part of the repairs, and that this would be covered, with no additional funds required apart from the excess.

The family moved out of the home to a cabin in a caravan park for a few days while some temporary repairs were completed, but Ms Murphy says the repairs were “woeful”.

Ms Murphy, who had three children at the time, was several months pregnant and was concerned about the impact of the poorly-repaired house, and increased lead exposure on her family.

The family made a complaint to Youi after contacting the Financial Rights Legal Centre.

The roof was not permanently repaired until May 9 this year, while internal repairs are still being completed.

“I felt like we constantly had to check everything, we had to really stay on their case,” she told the commission.

“It has been very stressful, we have felt powerless at times.”