A 94-unit assisted living and memory care facility on Webb Road in Milton has been running entirely on backup generators since April 1. A burst irrigation pipe flooded the building's main electrical panel, leading to multiple issues.
As of Monday, July 14 — more than three months after the failure — Vitality Living Milton still lacks utility power. The company told Appen Media on July 10 that it expects full restoration the week of Monday, July 27. No subsequent public statement has confirmed that timeline.
Karen Richard, a former Alpharetta city councilwoman whose legally blind mother lives at the facility, said the situation has taken a toll.
"The ongoing power issue at Vitality has been extremely stressful for my mother, who is legally blind," Richard said. "I am fortunate to live only a few minutes away, which has allowed me to respond quickly to the power interruptions and outages that have occurred over the past three months."
What happened
Senior executive director Sandra Spencer emailed families within days of the April 1 failure, saying a replacement part for the main breaker had been sourced. When technicians installed it, they discovered a second problem that prevented restoring main power. Over the following 12 weeks, Spencer sent updates noting difficulties securing specialized components, added staffing and portable air conditioning units.
Spencer did not respond to multiple interview requests from Appen Media.
Generator failure on June 28
On Sunday, June 28, the backup generator itself failed. Richard said she noticed the camera in her mother's room go dark at 8:30 a.m., drove to the facility and found the building without power except for illuminated exit signs. Forecasts that day called for highs in the mid-80s, according to the Appen Media report.
Management emailed families within an hour, called in extra staff and initiated group activities. A replacement generator arrived and power was restored within five hours.
Company response
Christy Cunningham, Vitality Living's vice president of sales and marketing, confirmed the facility has since installed backups to the backup generators and maintains stocks of portable oxygen and other emergency equipment.
Cunningham attributed the delay to specialized electrical equipment with extended manufacturing and delivery lead times, saying the company has been working with the utility company, manufacturers and electricians to speed the process.
Charles Hall, the company's chief real estate officer, wrote in a July 1 email to residents that the delay was not due to a lack of urgency.
State oversight questions
Georgia's Healthcare Facility Regulation Division conducted its most recent spot inspection of Vitality Living Milton on Tuesday, March 17 — two weeks before the electrical failure — and found no violations.
A June 2025 audit by the Georgia Department of Audits and Accounts found that HFRD had not routinely inspected 43% of the state's 2,540 active care facilities between January 2019 and November 2024. The same audit found roughly 30% of fines assessed since 2022, totaling $93,200, remain outstanding.
Families fear speaking up
Two families contacted by Appen Media declined to speak on the record, citing fear that management could find justification to remove their loved ones. One relative said relocating a disabled loved one from a care facility is not a simple decision.
Cunningham said the company welcomes honest feedback and is committed to addressing concerns without fear of negative consequences.
Resources for families
Families with concerns can contact the Vitality Living resident and family hotline at 888-303-6800 or the Georgia Long-Term Care Ombudsman at (866) 552-4464.
