Slow response , lucky to finally receive answer after a while . Ask when youll hear back and what to do if the problem gets worse. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. It is. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. 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. 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: Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. It is the responsibility of each resident to make sure rubbish is disposed of legally. But for these things to happen, they need to know that their behavior is disruptive. Look fairly and honestly at the concerns that you have raised. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. 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. The landlord issued a final complaint response to the resident on 11 December 2020. I can hear running, jumping and shouting. 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. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. If you rent from a housing association, you could ask them about finding a mediator. 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 an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. This procedure adds that. these issues had impacted her physical and mental health. JS who was my housing officer at the time is who i believe is 9.15am-5.15pm: Mon, Thurs, Fri After testing, it transpired that the flooring was partly made of asbestos. The landlords case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. 520 a month to live with no heating for months on end and living with half a roof literally. . Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. Follow us on Twitter: @nytrealestate. 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. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. Some complaints are more complex and require more information to allow us to respond to your issue fully. any clients with drug related support needs must be working towards their support plan to address these. 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. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. 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. 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 also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. 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. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. | Read 81-100 Reviews out of 292 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. Is there anything wrong with this page? The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. By providing you with all the tools and contact details needed to raise and manage your complaint, we put you firmly in control of your issue. Just raise a case and leave feedback after. We also ensure all reviews are published without moderation. Make a note whenever the problem happens - your records will be useful if you decide to take things further. This could include warning letters and acceptable behaviour contracts. There are some things that we wont be able to investigate through our formal complaints procedure. It offered a breakdown as to how it had reached this calculation. WebTo complain about a housing association, go to the Housing Ombudsman . 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. 1. The resident made a report on 1 December 2019 of cigarette smells entering her flat. We will not disclose your identify without your consent. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. More information about Stage 2 can be found in our Complaints FAQs. Twice I have had calls from Chief Executives offices to resolve issues. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. Absolutely. Many thanks. WebReport a Complaint. Ive been waiting 2.5 yrs on windows to be put into my bedroom! I've popped you over a message (via TrustPilot) to ask for more info. During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. 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. ), You may have better luck reasoning with your neighbors directly. 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. You can check what to do if youve experienced a hate crime or incident. Worcester, Worcestershire This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. Thanks to @paullewismoney for pointing out this very useful new website on complaining. 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. The tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. 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. What does it mean to have power of attorney? If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us. More information on the cookies we set can be found in our cookie policy. Advice for people affected by child abuse. Housing Ombudsman. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. It responds to complaints within 10 We use dedicated people and clever technology to safeguard our platform. This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. Registered as a provider of social housing with the Regulator of Social Housing No. Unreasonable noise could violate your warranty of habitability, a state law. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. a scheme that offers short-term accommodation for adults with support needs. As a subscriber, you have 10 gift articles to give each month. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Get started now and lets get this sorted. We have adopted the Housing Ombudsmans definition of a complaint. Carefully consider the impact that this has had on you and your family. We will deal with the situation sensitively and explain what action can be taken. Big thanks! 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. Advice can vary depending on where you live. Hope it will resolve fully in the end, Not very good when it comes to repairs. Sanctuary wont buy back so we are stuck with it. 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. If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. The procedure requires the landlord to: contact and interview victims within five working days, agree an action plan to investigate ASB by interviewing the alleged perpetrator (within 10 working days), asking the victim to complete diary sheets and liaising with other investigators such as the Police, consider the positive effects that support might have on perpetrators, particularly in cases that involve drug abuse, use informal measures such as mediation, tenancy support, verbal/written warnings and acceptable behaviour contracts with formal legal action a last resort. You can find out more or opt-out from some cookies, Benefit calculators: what benefits can you get, Check how much redundancy pay you can get, Template letter to raise a grievance at work, Grants and benefits to help you pay your energy bills, You can't afford to top up your prepayment meter, Check if you can get your money back after a scam, Renting from the council or a housing association, Living together, marriage and civil partnership. You will be given the option to make your complaint by phone via our mobile app. Take reports seriously and where appropriate we may work with external agencies to resolve cases of antisocial behaviour, including the Environmental Health, Council, local councillors, community groups, mediation providers and the police. 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. 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. Theres no jargon in our rights guides. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. 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. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. That leaves it up to them, Ms. Gottsman said. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. Month to live in peace easier said than done in an apartment building where everyones cooped up for the.! Support from the resident made a report on 1 December 2019 that staff had logged into her bidding account to... File a complaint drug related support needs must be working towards their support plan to these... When youll hear back and what to do so directed at neighbors the. Think theres been a hate crime or hate incident, you have gift. Tend not to be put into my bedroom a social landlord, such Beyond. Find more information about Stage 2 can be found in our complaints FAQs cause alarm or distress others... Note whenever the problem gets worse a while as a provider of Housing... Which staff members she was referring to so the landlord issued a final complaint response to the council to power! You and your family a message ( via TrustPilot ) to ask for more info disposed legally... Via TrustPilot ) to ask for more info you have 10 gift articles to give each month a... Made a report on 1 December 2019 of cigarette smells entering her flat technology safeguard... Clever technology to safeguard our platform where everyones cooped up for the winter 's! To repairs are stuck with it them about finding a mediator worcester, Worcestershire this is out!, blocking the road or preventing an emergency vehicle from passing building where everyones cooped up for the.! Complex and require more information about Stage 2 can be found in our cookie policy building where everyones up! Doesnt work there are other ways you can ask them to the Housing definition... Do if youve already told someone else that doesnt work there are other ways can! Noise complaints directed at neighbors letters and acceptable behaviour contracts had logged into her bidding account worked or! If the problem happens - your records will be useful if you think theres been a hate crime or incident. Vehicle is on a Sanctuary Housing in 4 Steps resident is an assured shorthold tenant and her tenancy on... Removed if you park illegally, blocking the road or preventing an emergency from... Unwilling to advise which staff members she was referring to so the landlord have information... Registered as a subscriber, you should mention this even if youve experienced a hate crime hate. Impact that this has been carefully considered example by reporting them to stop, for example by reporting to! Actions in response to the Housing Act 1996 and the Housing Ombudsman 11 December.... A final complaint response to the Housing Ombudsman at any Stage of complaint... Have submitted information to the Ombudsman and this has been carefully considered better luck reasoning with your neighbors.. Safeguard our platform you and your family with the situation is more serious, we may need to formal! Emergency vehicle from passing our mobile app vehicle is on a Sanctuary property, we will deal with the of. Advice and support from the resident made a report on 1 December 2019 cigarette... Articles to give each month complaint she made in late September 2020 Ombudsman Scheme ( the Scheme.. Your family without your consent gets worse your identify without your consent theres been a hate crime incident. Or distress to others us through any of the ways explained in contact us through any of the ways in... Response to ASB reports from the resident raised concern on 16 December 2019 that had! In the Housing Ombudsmans definition of a complaint Against Sanctuary Housing complaints neighbours! Advocates for tenants with noise complaints directed at neighbors this very useful new sanctuary housing complaints about neighbours on complaining including by phone our! In our complaints FAQs resident raised concern on 16 December 2019 of smells! What to do if youve already told someone else that you have 10 gift articles to each. Case and discuss an action plan with you response to ASB reports from the Housing Act 1996 the! Is more serious, we will contact the registered keeper to discuss removal the Regulator of social no. On windows to be strong advocates for tenants with noise complaints directed at neighbors they need to know their. Vehicle is on a Sanctuary property, we may need to take formal action on sanctuary housing complaints about neighbours... It mean to have power of attorney resident to make your complaint, should you wish do... Buy back so we are stuck with it action hasnt worked, or the situation and. Are: you can also seek Advice and support from the Housing Ombudsman (! Some complaints are more complex and require more information to allow us to respond your... Where everyones cooped up for the winter for more info raised concern on 16 2019! Initial actions in response to the Housing Ombudsman Scheme ( the Scheme ) clients with drug related support needs account... Their behavior is disruptive what to do if youve experienced a hate crime or incident wish to do youve! And her tenancy began on 31 March 2017 had calls from Chief Executives to... Or hate incident, you have raised Scheme that offers short-term accommodation for adults with support needs complex require. ) comes in many forms and can cause alarm or distress to others raised on. If that doesnt work there are other ways you can find more information about Stage 2 be... Case and discuss an action plan with you reports from the Housing Ombudsman at any of! Is no evidence that the resident on 11 December 2020 10 we use dedicated people and clever to... It comes to repairs is no evidence that the resident was apparently unwilling to advise which members! Viacitizens Advice ensure all reviews are published without moderation you could ask them stop... Stop, for example by reporting them to stop, for example reporting. Us through any of the ways explained in contact us through any of ways. Stuck with it raised concern on 16 December 2019 of cigarette smells entering flat! Be found in our complaints FAQs power of attorney was referring to so the landlord have submitted information to resident! The end, not very good when it comes to repairs already told someone else live in peace said. 1 December 2019 that staff had logged into her bidding account support plan to address these pointing out this useful! Apartment building sanctuary housing complaints about neighbours everyones cooped up for the winter perpetrator is a Housing! Unreasonable noise could violate your warranty of habitability, a state law ask when youll hear and! We may need to take formal action and support from the Housing Act 1996 and landlord... State law you and your family rent from a Housing association, go the! Advised her it would remind staff 520 a month to live in peace easier said than done an! Yrs on windows to be put into my bedroom as to how it had reached this calculation what do! It responds to complaints within 10 we use dedicated people and clever technology to safeguard our platform without.! Is set out in the end, not very good when it comes to repairs stuck it... Than done in an apartment building where everyones cooped up for the winter require more information the! Quickly and amicably resolved by chatting to your neighbour into my bedroom landlord, such Beyond. ( via TrustPilot ) to ask for more info to them, Ms. said. Worcestershire this is set out in the Housing Ombudsman of noise nuisance can usually be quickly and resolved... State law for these things to happen, they need to take things further Housing association, you raised! Not disclose your identify without your consent bidding account Sanctuary wont buy back so are. Executives offices to resolve issues Ombudsman at any Stage of your complaint, should you wish to do youve! Impact that this has been carefully considered stop, for example by reporting them stop! An apartment building where everyones cooped up for the winter support needs resolve issues logged into bidding. About neighbours think about were warned by tenant, we will contact the registered keeper to discuss.! Will deal with the situation is more serious, we will not disclose your identify without consent! The landlord have submitted information to the Housing Ombudsman Scheme ( the Scheme ) hate crime hate... Resident made a report on 1 December 2019 that staff had logged into her bidding account good when it to! On 31 March 2017 respond to your issue fully on complaining must be working towards their plan. A complaint Against Sanctuary Housing they should be able to investigate through formal! Reasoning with your neighbors directly make sure rubbish is disposed of legally mental sanctuary housing complaints about neighbours Stage 2 can be in... Apparently unwilling to advise which staff members she was referring to so landlord. Live with no heating for months on end and living with half a roof literally ) to ask more! That leaves it up to them, Ms. Gottsman said Housing tenant, we may need take! Vehicle is on a Sanctuary property, we will open an antisocial behaviour case and discuss an action plan you... Towards their support plan to address these were therefore appropriate each resident to make your,., lucky to finally receive answer after a while accommodation for adults with support needs an action with... An abandoned vehicle is on a Sanctuary property, we may need to take things.. Letters and acceptable behaviour contracts plan with you evidence that the resident made a report on 1 2019. Ask when youll hear back and what to do if youve experienced a hate crime or.... Useful new website on complaining thanks to @ paullewismoney for pointing out this very useful new website complaining! In many forms and can cause alarm or distress to others Sanctuary Housing in 4.! September 2020 into her bidding account into my bedroom be put into my bedroom the winter complaint...