When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. potential criminal behaviour. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Include what happened, the length of time and how it affected you. WR1 3ZQ. Funny how only the employee gets a reply!!! Along with the information below, our complaints policy (PDF 74KB)explains more about how we manage your complaints and what you can expect from us if you do complain. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, These early intervention actions were all reasonable measures for the landlord to take and demonstrated that it attempted to reduce the impact of neighbours behaviour on the resident even where ASB remained unproven or. Ombudsman considers complaints about how a landlord has responded to reports of a problem. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. 1000 we pay yearly already. You may change your settings at any time or accept the default settings. Carefully consider the impact that this has had on you and your family. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. On the other side of your Turn it down. Advice for people affected by child abuse. You report something like windows that due to age wear. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. WebTo help you get the best response from your Sanctuary Housing Association complaint, Resolver can put you in touch directly with the best person or department you need to Poor, faulty central heating, reported as per guidelines, received 4 texts confirming the date, obviously sanctuary just didnt turn up, gave a we couldnt contact you what a load of BS! You can make private notes about your case as well as set yourself reminders. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. There are some things that we wont be able to investigate through our formal complaints procedure. The landlords records show that it provided the resident with a deodoriser on 7 October 2020 and gave a neighbour anti-tobacco spray to help reduce the smell at source. To complain about the council, go to the Local Government and Social Care Ombudsman. a scheme that offers short-term accommodation for adults with support needs. This is known as Cuckooing. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. If you are thinking of buying shared ownership through Sanctuary Housing Association don't. You will regret it when you try and sell. Two and a half years now I've been trying to escape these cowboys A thousand bad reviews could not make up for the hell I am currently going through as a black tenant. Keep any messages your neighbour sends you and collect evidence if you feel safe to. I wouldnt bother to pay the prices for the housing! You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Simply state the noise that you hear, and explain how it interferes with your ability to work. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. Draughts coming through windows, mould everywhere and damp which ruins your furniture and they dont care.Rude office staff but lovely maintenance workers.Ill be glad to leave this place. Use Resolver to make a complaint. You will be fobbed of with an email. For information on Domestic Abuse, please see our dedicated page. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Its a good idea to ask your council if they can help you find a mediator - they might help even if youre not a council tenant. The easiest way to complain is online using the complaints form. So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. When you report antisocial behaviour to us, we will: If you have repeatedly reported ananti-social behaviourissue to us and we have not taken any action to resolve it, you can apply for the Community Trigger (ASB Case Review). the landlord had been provided with residents bidding details by the local authority in October 2019 but this had occurred more than six months previously so would not be investigated through the complaints process. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Investigate your complaint thoroughly to ensure that we fully understand your complaint If you choose to remain anonymous, we will be unable to contact you to obtain full details and provide you with an update, it is likely the case will be closed without action. Suggested companies. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. The resident made a further report of cigarette smoke on 6 October 2020. Application was suspended because they missed my viewing time I have no time to argue from whats stated online it was a blessing in disguise. The resident has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Your experience can help others make better choices. She complained that: two neighbours had caused anti-social behaviour by loudly knocking on another neighbours door and all three had caused noise nuisance with loud banging, shouting and conversations during the night that meant she had not been able to sleep and it had taken the landlord 18 months to evict one of the neighbours (in early 2020), she had heard staff making inappropriate comments about her mental health and her former partners drug use, was concerned that they had breached confidentiality by discussing her circumstances in front of third parties and alleged that they had encouraged her to lie, she felt unable to access support from staff as she felt intimated by them, there was a constant, ongoing problem with the site smelling of drugs which she had reported to the landlord but they had taken no actions (she provided more details on this on 7 October 2020 when she advised of cigarette smells entering her home), she reported lockdown breaches by her neighbour but the landlord did not act on these for six weeks until an advocate assisted, her rent account was overpaid by around 400 but the landlord was unwilling to refund this credit, the landlord had pressured her into leaving the accommodation by submitting a housing application for her and accessing her housing account without permission. You can find out more or opt-out from some cookies. Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. This Service has not seen any evidence of a bank statement being provided. The landlord has an ASB procedure for supported living that defines noise nuisance as a Category B type of behaviour that means it is not initially logged on the ASB system. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Children need to play. Thank you, your feedback has been submitted. You do have rights. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Sanctuary. If you still need help, you can look for a mediator on GOV.UK. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. weekly meetings in line with the support agreement. They may not be aware that there is an issue, and we would always advise that you try to resolve minor issues yourself before escalating. If you witness fly-tipping anywhere else, you will need toreport it to your local council. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Thanks - Becky. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. This one is obvious. Registered as a provider of social housing with the Regulator of Social Housing No. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. Worcester, Worcestershire Unreasonable noise could violate your warranty of habitability, a state law. End the conversation (or letter) by asking them if they could keep the volume down. Cars near the property for a short period of time. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. Chamber Court, Castle Street The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. Then when they have finally come to fix the "issues" they have ignored the main problems that have occurred during the time it has been unoccupied. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Weve helped millions of people find a resolution. We also ensure all reviews are published without moderation. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Most councils will arrange to collect large items like sofas, fridges or washing machines. Draughts coming through windows, mould everywhere and damp which ruins statement, it was reasonable that the landlord decided it was not able to process a refund. 19059R. Theyll look at your complaint and decide if the council or housing association should put things right. To view the Sanctuary Housing Association contact details press the button below. The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. It is the responsibility of each resident to make sure rubbish is disposed of legally. The worst company to, actually ring to speak to a person. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. These are not incompatible, so long as the adults deal with the noise. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). Voice your opinion today and hear what 321 customers have already said. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. Some walls are thinner than others. Telephone: 0300 111 3000. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. WebOnline via our website where you can complete our complaints or concerns form, tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile) or email - Housing: You could ask the building management to intervene, requesting that they call the tenants or write them a letter. Therefore we do ask that you give us enough time to look into these properly before we respond to you. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than These early intervention actions were all reasonable measures for the landlord to take and demonstrated that it attempted to reduce the impact of neighbours behaviour on the resident even where ASB remained unproven or where it was not obliged to take enforcement action. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Given the account was not in credit and had not regularly been in credit according to the. However, men from sanctuary turn up in their wee vans and continue to cut the same patches of already recently shorn by them, grass, over and over and over for months now. Simple! View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. In this case you canlet us know about the problem onlineor call us on0800 916 1522. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). She asked the landlord not to access the account again and it agreed. WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Covid case rate ceiling the worst in Scotland following the outbreak. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. I can't thank resolver enough. It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. I know they must have cabin fever, but so do I. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Vehicles can only be parked in designated parking areas. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Big thanks! Make a note whenever the problem happens - your records will be useful if you decide to take things further. Probably the worst housing association ever. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. Marcus said: This was really stressful and I am not sure why I even got the ticket, but, I am glad the right thing has been done!, An excellent service run by professional people. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. It is. Resolver is free. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. As a subscriber, you have 10 gift articles to give each month. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). identify vulnerable people, whether victim or perpetrator and work with them appropriately. Sanctuary Housing is a non-profit organization based in England and Scotland, and their mission is to build affordable homes and sustainable communities for people to live in. | Read 81-100 Reviews out of 292 A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. It confirmed the complaint was closed. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. ), You may have better luck reasoning with your neighbors directly. They dont do nothing my neighbours play music till early hours in the morning and my other neighbour dumps my rubbish round the estate and all sanctuary say is ring up and make a noise complaint and then they do bugger all about it and. Its quicker to talk face to face - but you can write, text or call if thats easier. Sanctuary wont buy back so we are stuck with it. WebSample. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. WebReport a Complaint. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service The landlords complaints policy says that events that occurred more than six months pr. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. Liverpool L33 7WQ. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. Consumer guides, newsletters, surveys and more! You can check what to do if youve experienced a hate crime or incident. Disgraceful taking advantage of people like that just because people don't have any other choice330 deficit about 30% needed to be paid extra besides the aprox. Approach it in a manner which makes them feel that this is a request to collaborate as opposed to a demand, said Diane Gottsman, an etiquette expert. You will be given the option to make your complaint by phone via our mobile app. WR1 3ZQ. The Noise Upstairs Is Unbearable. You can make a complaint if: You live in one of our care homes We use cookies to ensure that we provide you with the best possible experience on our website. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. They could bundle them up and take them outside to run around. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Learn more about Resolver Pro and how to claim your business. Chamber Court, Castle Street Keep a log of the disturbances, noting the dates, times and types of noises. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. 19059R. Its FREE for Tenants. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue.
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