A housing association has launched an investigation after staff were allegedly "unwilling" to help an elderly lady left lying on living room floor "in a terrible state".

Charlie Shakespeare decided to visit his 85-year-old grandmother, Maureen Dabney, at her home in Worcester Park's Knight House - one of Croydon Churches Housing Association's sheltered accommodation flats - on February 9.

Mrs Dabney had been recovering from a round of radiotherapy to treat her ongoing battle with lung cancer and when her grandson couldn't get in touch earlier that day, he wasn't too worried.

"I had been calling her since 9am, but she had not answered the phone," he said.

"Her sleeping pattern has become sporadic since her treatment began, so initially I wasn’t concerned.

"However when I still couldn’t get a reply at 2pm I decided to leave work early and pay her a visit."

Upon arrival he began banging on the door and he said he heard her cry out for help.

He then started to worry that she had fallen over and couldn't get back up.

Mr Shakespeare said he tried calling the site manager for help, and after a third time, got through to someone.

"At first, she seemed more bothered about how we had gained entry into the block," Mr Shakespeare said.

"She told us she would call through to my nan’s voice system in her flat. We listened through the door.

"My nan was incredibly incoherent and obviously confused and in need of help, but the woman tried to tell me that my nan seemed fine and said she did not need help."

It was then suggested that the family could use a key which was kept in a safe to open the door.

Mr Shakespeare said he was forced to break into the safe with a wheelie bin- and then discovered the key did not fit.

When he tried ringing the staff again, Mr Shakespeare said he was met with a "lecture" about how he "shouldn’t have broken into the safe."

At this point Mr Shakespeare decided to call the police.

"Because of Churches' lack of support and care we had to use the time of eight police officers," he said.

"They broke down the door.

"We found my nan laying in the living room (during the chaos outside she had crawled from her bedroom to the living room) and in a bad state."

While Mrs Dabney was being seen to by paramedics, Mr Shakespeare said they heard a voice on her call system.

He said: "One of the employees wanted to know about the safe I had broken.

"My sister went outside and calmly said 'my nan is on the floor, paramedics are seeing to her, the police are here, so we can’t talk right now'.

"The lady was persistent."

Eventually a police officer had to go outside and explain the situation, something Mr Shakespeare said the CCHA staff member should be "ashamed" for.

CCHA chief executive Tracy Cullen said the housing association was extremely sorry for any distress caused to the family.

She said: "We have launched our own internal investigation with Centra who operate our warden call systems to establish if there are any lessons to be learnt.

"Centra is responsible for speaking to residents and calling next of kin, or emergency services, when necessary.

"All of our older persons services are for residents who are able to live independently. There are no wardens on site, but in recognition this is a service for older people, there is support provided including a weekly call and all accommodation has warden call systems.

"We have strict protocols in place to ensure the security of our residents. Centra staff are also trained to respond promptly to any concerns about the safety and wellbeing of residents.

"We take complaints of this nature very seriously and, once our investigation has concluded, we will action any recommendations immediately."