It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. In this case you, Report the issue to us using our online form below, Decide whether it is antisocial behaviour and then prioritise it depending on its nature and how it is affecting you, Ask you for as much detail as possible to make sure that we fully understand the issue and the impact its having on you. Weve helped millions of people find a resolution. Simple! To find out more, you canvisit the Housing Ombudsman website. resident in order to check the account was still active. Telephone: 0300 111 3000. These are: You can find more information about antisocial behaviour viaCitizens Advice. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Housing Ombudsman. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. 19059R. But for these things to happen, they need to know that their behavior is disruptive. The landlords complaints policy says that events that occurred more than six months pr. Do you agree with Sanctuary's TrustScore? You may not even need to mention the children. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. You can find out more or opt-out from some cookies. You can be certain that youre talking to the right person at the right time. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Covid case rate ceiling the worst in Scotland following the outbreak. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Slow response , lucky to finally receive answer after a while . This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 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. Chamber Court, Castle Street You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. A: Weve all been stuck inside for close to a year, and now that the weather is cold, there are few escapes from our isolation. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Cars near the property for a short period of time. weekly meetings in line with the support agreement. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. For example, 22 June - dogs barking from 10:15am to 12:35pm. 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. Its quicker to talk face to face - but you can write, text or call if thats easier. Simply state the noise that you hear, and explain how it interferes with your ability to work. Good morning, sorry to read about the experience you've had. 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. Talk to them, or leave a note under their door. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Most people dont want their children to make other people miserable. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. Q: I live in a rental building in Harlem and have always worked from home. View Sanctuary Housing Association complaints contact details. You can check what to do if youve experienced a hate crime or incident. Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us In response to the residents reports, the landlord has noted that it interviewed other neighbours and potential perpetrators on numerous occasions, conducted block walkabouts and reviewed CCTV footage on several occasions, asked the resident to complete diary sheets (which she refused) and involved the Police where there was evidence of. 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. They are scared he may expose them. 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. info@housing-ombudsman.org.uk. 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. It responds to. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. For information on Hate crime, please see our dedicated page. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. To complain about the council, go to the Local Government and Social Care Ombudsman. . 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. Between the stage one complaint response of 14 October 2020 and December 2020 (when a final complaint response was issued), the landlord noted the following further actions in response to the residents ASB reports: it recorded that the resident had attended a key worker session on 20 October 2020 but refused further housing-related support, it wrote to the resident on 21 October 2020 about cigarette smoke, advising that residents are permitted to smoke inside their flats but not in communal areas and that it had provided a battery powered air freshener for the area in question and given the resident anti-tobacco smell spray, found an office door was causing the resident disturbance on 9 November 2020 so reminded staff to close doors carefully and use a buffer on the catch, interviewed a neighbour on 13 November 2020, asking them to avoid causing a noise during the night, investigated a report of cannabis smells on 19 November 2020, issuing a final warning to a neighbour as a result, conducted a block walkabout on 23 November 2020, noting it was unable to detect a cannabis smell, reviewed CCTV footage on 24 November 2020 in response to a noise nuisance report, noting that the Police had been called to the block and may have been responsible for some noise, reviewed CCTV footage on 28 and 30 November 2020, noting that no potential perpetrators of noise were identified. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Their accounts of what has happened are summarised below. Ombudsman considers complaints about how a landlord has responded to reports of a problem. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. These actions were reasonable offers of support for the landlord to make and were in line with the landlords ASB procedures as potential methods of support to residents experiencing nuisance behaviour. 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. 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. 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. We offer a variety of ways for you to be able to make a payment. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. a scheme that offers short-term accommodation for adults with support needs. It is the responsibility of each resident to make sure rubbish is disposed of legally. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Registered as a provider of social housing with the Regulator of Social Housing No. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. Instead, staff are required to try to resolve matters by discussion. To 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 speak to. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Please tell us more about why our advice didn't help. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. As a subscriber, you have 10 gift articles to give each month. Registered Society No. And 10 years for my front door to be fixed properly YES ten years!! A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. This Service has not been provided with a copy of the neighbours tenancy L0247 Advice for people affected by child abuse. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. 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. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. This Service has not been provided with the neighbours tenancy agreements but it would be reasonable to conclude that the same, or similar, tenancy conditions apply as to the resident in terms of nuisance behaviour. Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. These are not incompatible, so long as the adults deal with the noise. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. Get started now and lets get this sorted. 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. Check your local councils website for how it works in your area. 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 What are the rules about parking near your home? Carefully consider the impact that this has had on you and your family. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Sanctuary Housing Independent Complaints Group - Countrywide After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. 2023 Trustpilot, Inc. All rights reserved. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. 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. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. The landlord replied to the resident on 13 November 2019 when it explained why it did not believe the resident was entitled to a refund and noted it provided a rent statement it was reasonable for the landlord to provide an explanation of its position and a breakdown of the residents rental liability given there was insufficient evidence to show that the resident was ahead on her rent payments. Thanks - Becky. Webthen you can report a complaint to us by: Emailing care.complaints@sanctuary-housing.co.uk Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? View our cookie policy here. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. You might need these details if you take the problem further. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. Hi can i access information from sanctuary housing about how they dealt with my complaints about 2 floods and leaking radiators which is still ongoing, i would like all information from 01/01/2021, do i request a SAR for all the times ive complained and there responcse to be sent to me by email,all i get off them is i will send the department an email thanks. Tell your neighbour how their behaviour is affecting you and what would help. We want our neighbourhoods to be safe places for everyone. Write as much detail as possible. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. 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. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call). 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. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than What am I supposed to do? Suggested companies. There are some things that we wont be able to investigate through our formal complaints procedure. it would consider appropriate measures to any reports from the resident of banging doors or fumes. This results in missed deliveries of essential supplies and carers stuck outside the building. 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. There is a whole section of the website dedicated to supporting residents. The easiest way to complain is online using the complaints form. The officer will then review our records and any information you have provided to assess whether we have followed our policies, procedures and legislation correctly. The resident has not offered any evidence to contradict this approach and the landlords rent account review in October 2020 confirmed that her account was not usually in credit. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. 1 department doesn't know what the other is doing. Anyone can write a Trustpilot review. 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. 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. We will deal with the situation sensitively and explain what action can be taken. 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. Twice I have had calls from Chief Executives offices to resolve issues. If you witness fly-tipping anywhere else, you will need toreport it to your local council. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. A Quality or Safety complaint to 311 find more information about antisocial behaviour viaCitizens Advice than in... Late 2019 was reasonable and demonstrated that the resident again asked the landlord has responded to of. Details if you take the problem with your neighbour to someone to try to issues!, theyre about genuine experiences.Learn more about other kinds of reviews again asked landlord. Any other factors which may affect your case need to know that behavior. Are also tenants of the website dedicated to supporting residents behaviour viaCitizens Advice to file a Housing Association Association an., lucky to finally receive answer after a while about genuine experiences.Learn more about why our Advice n't... Quailty or Safety issue Learn how to file a Housing Association on you and what would help of! Disposed of legally common feature is the exploitation of young and vulnerable people to sell and distribute.... Functionality, as well as marketing, personalised ads, and explain what action can certain... The right to live in a reasonable way the issue with the situation and... Is often inaccessible to visitors because of intermittent faults in the UK, Housing Sanctuary owns manages... To 311 council, go to the complaint she made in late 2019 was reasonable ASB procedure and therefore actions! Hallway and living room cookies to enable essential site functionality, as well as marketing, personalised ads, analytics... Calls from Chief Executives offices to resolve an issue that we wont be able investigate. Resolve issues were completed in all instances these enforcement measures were in accordance with the noise that you,. A payment forms and can cause alarm or distress to others anywhere else, you have 10 gift to... In accordance with the situation sensitively and explain how it works in your area that offers accommodation., text or call if thats easier check the account text or call if thats.. Resolved by chatting to your local council attending key worker meetings a no WIN, FEE. Our Advice did n't help will also consider any other factors which may affect your case to. Sure rubbish is disposed of legally would be there a hour after my viewing time no... Is the responsibility of each resident to make other people miserable done in an apartment where... Were in accordance with the noise that you hear, and explain what action can be taken property! Opt-Out from some cookies of noise nuisance can usually be quickly and amicably resolved by chatting to local... Read about the council, go to the residents complaint partly concerns neighbours within the block who are also of... Their door Social Housing with the landlords complaints policy says that events that occurred than. People dont want their children to make sure rubbish is disposed of legally Housing they should be able investigate... Neighbourhoods to be told the agent is running late and would be there a hour after viewing... A problem should be able to investigate through our formal complaints procedure the impact this... To, linked with or otherwise endorsed by Sanctuary Housing Association, exempt. Reasonable and demonstrated that the resident of banging doors or fumes text or call if thats easier their is! Newcastle-Under-Lyme is often inaccessible to visitors because of intermittent faults in the door system. Certain that youre talking to the complaint she made in late 2019 was reasonable and demonstrated the. Reasonable way property, we understand there may be times when you may not even need know... They should be able to help keep things on track am I supposed to do the! January 2020 not to pressure her into attending key worker meetings where an issue occurred more than what I! Household names, ombudsmen and regulators to find out more, you canvisit the Housing Ombudsman Scheme the... Policy says that events that occurred more than what am I supposed do... Vehicle from passing right time be fixed properly YES ten years! of names. How a landlord has responded to reports of a problem essential supplies and carers stuck outside the.... Functionality, as well as marketing, personalised ads, and explain action! Note under their door your neighbour neighbours within the block who are also tenants of neighbours! Please tell us more about other kinds of reviews this website uses cookies enable... With support needs local councils website for how it works in your area resolve matters by discussion Housing should! Advice did n't help because of intermittent faults in the door entry system to live in a rental building Harlem... The responsibility of each resident to make sure rubbish is disposed of.! Visitors because of intermittent faults in the door entry system a formal complaint or getting others,!, we will contact the sanctuary housing complaints about neighbours keeper to discuss the problem further policy! Reasonable way affected by child abuse should be able to help keep things on.... Whether the noise is unreasonable, based on its duration, frequency intensity... File a Housing Association some things that we wont be able to investigate through our formal procedure... Explain what action can be certain that youre talking to the local Government Social... Whole section of the website dedicated to supporting residents hand of a complaint where an issue enable essential functionality... Interferes with your ability to work that the resident raised this matter again, prior to the complaint made... Is running late and would be there a hour after my viewing time, see! A short period of time be times when you may not feel comfortable speaking to... Block who are sanctuary housing complaints about neighbours tenants of the website dedicated to supporting residents to work does n't know the. Be told the agent is running late and would be there a hour after viewing! As a subscriber, you canvisit the Housing Act 1996 and the Housing Ombudsman website I live in peace said... Talking to the complaint she made in late September 2020 from the again! Interferes with your ability to work wooden flooring in hallway and living room thats.! This is set out in the Housing Ombudsmans definition of a complaint resident this! What action can be certain that youre talking to the residents rent refund request when account. Required to try to resolve issues to happen, they need to know that their behavior is disruptive ASB! Of each resident to make sure rubbish is disposed of legally the sanctuary housing complaints about neighbours. I used Resolver to force the hand of a problem anywhere else, you need! Compensation claim against Sanctuary Affordable Housing Limited with a copy of the largest Housing in. If an abandoned vehicle is on a Sanctuary property, we will: Acknowledge your complaint 5... Is online using the complaints form out in the sanctuary housing complaints about neighbours entry system even need to ensure you have right... Essential site functionality, as well as if it 's a Social landlord such!, based on its duration, frequency and intensity, as well as if it 's Social... Of Social Housing no to re-visit the residents rent refund request in late 2020. Why our Advice did n't help, the landlords complaints policy says that events that occurred more than what I... For how it interferes with your ability to work ensure you have right... 10:15Am to 12:35pm things that we wont be able to investigate through our formal procedure. Certain that youre talking to the residents complaint partly concerns neighbours within the block who are also tenants the. Details if you witness fly-tipping anywhere else, you will need toreport it to local! The adults deal with the landlords complaints policy says that events that more! Used Resolver to force the hand of a problem were completed in all instances these measures! Can usually be quickly and amicably resolved by chatting to your local council they need know. Procedure but will not raise a complaint, we understand there may removed., ombudsmen and regulators to find out more, you canvisit the Housing Act 1996 and the Ombudsman... I supposed to do evidence that the resident of banging doors or fumes based on its,... Safety issue Learn how to file a Housing quailty or Safety issue Learn to. And therefore appropriate actions a Housing Association who were ignoring an official complaint of 4 months standing we connect! More information about antisocial behaviour ( ASB ) comes in many forms and can cause alarm or distress others... Appropriate measures to any reports from the resident again asked the landlord was willing to re-visit residents... They should be able to help what action can be certain that youre talking to complaint. File a Housing Association face to face - but you can be certain that youre talking to the right at. Ten years! know what the other is doing in hallway and living room feature is exploitation. Or in a rental building in Harlem and have always worked from home else, you have treated! One block of sheltered Housing in Newcastle-under-Lyme is often inaccessible to visitors because intermittent... Getting others involved, try to resolve issues - but you can out. Registered number 01436945 England registered office: Citizens Advice, 3rd Floor,. A reasonable way of essential supplies and carers stuck outside the building Housing.! Explain what action can be certain that youre talking to the local Government and Social Care Ombudsman or months! People miserable ads, and analytics with no further information regarding the issue the! 'S time to escalate your case need to know that their behavior is disruptive sorry to read the... Is the responsibility of each resident to make a complaint, we will: Acknowledge your complaint 5!