sanctuary housing complaints about neighbours
Theyll look at your complaint and decide if the council or housing association should put things right. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. Check their website for how to complain about anti social behaviour. The landlord replied to the resident on 29 January 2021. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. 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. If you're not sure whether your neighbour's behaviour is anti social, you can talk it through with an adviser at your nearest Citizens Advice. WebThey 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 The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Tell your neighbour how their behaviour is affecting you and what would help. You report something like windows that due to age wear. resident in order to check the account was still active. Read what we're saying about a range of issues. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service No Win No Fee. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Take 3 minutes to tell us if you found what you needed on our website. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. You do have rights. 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 said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. 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. 1 department doesn't know what the other is doing. We use cookies to ensure that we provide you with the best possible experience on our website. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. That leaves it up to them, Ms. Gottsman said. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. Registered Society No. Vehicles can only be parked in designated parking areas. We will also advise you how to word your complaint in order to get a swift resolution to your issue. Turn it down. 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. Housing Ombudsman. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 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. As a subscriber, you have 10 gift articles to give each month. 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. Absolutely. 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. Clarion Housing. statement, it was reasonable that the landlord decided it was not able to process a refund. A separate support agreement dated 14 April 2017 says that: the landlord will appoint a key worker who will work with the resident to assess support needs, identify plans to be achieved and agree regular meetings with the resident to review this plan; in turn, the resident must agree to work with the key worker, the landlord will ensure that personal information about the resident is kept confidential to the staff team and their managers who work with the resident. When this happens, we want to know about it so that we can put things right. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Check your local councils website for how it works in your area. There are some things that we wont be able to investigate through our formal complaints procedure. Avoid at all costs! You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 I wouldnt bother to pay the prices for the housing! it would consider appropriate measures to any reports from the resident of banging doors or fumes. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Weve helped millions of people find a resolution. Worse thing we ever did was to part buy a flat from Sanctuary. We will not disclose your identify without your consent. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. If not, it must be reported to the local council. Probably the worst housing association ever. Simple! There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. these issues had impacted her physical and mental health. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than 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. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. You may change your settings at any time or accept the default settings. In this case you canlet us know about the problem onlineor call us on0800 916 1522. The resident made a further report of cigarette smoke on 6 October 2020. 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. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. 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. And 10 years for my front door to be fixed properly YES ten years!! Let us know, Copyright 2023 Citizens Advice. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. It responds to. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Use Resolver to make a complaint. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. 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. Resolver is free. To complain about the council, go to the Local Government and Social Care Ombudsman. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. The landlord also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. If you know your neighbour is renting and who from, talk to their landlord first - this might be a private landlord, housing association or the council. You can find out more or opt-out from some cookies. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint. WebJoin the 321 people who've already reviewed Sanctuary. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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. View Sanctuary Housing Association complaints contact details. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. 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. Give your neighbours address and their name if you know it. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? A big hurrah for the outcome! What are the rules about parking near your home? Unreasonable noise could violate your warranty of habitability, a state law. complaints within 10 working days at stage one and within 20 working days at stage two. More information about Stage 2 can be found in our Complaints FAQs. You can contact the Housing Ombudsman at any time point during our complaints process. I've popped you over a message (via TrustPilot) to ask for more info. 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. 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. 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. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. If you still need help, you can look for a mediator on GOV.UK. Worcester, Worcestershire 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 resident submitted a complaint by email on 26 September 2020. 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. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? All rights reserved. All Rights Reserved. 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. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. For information on Hate crime, please see our dedicated page. But you need to work. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. I can't thank resolver enough. 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. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. Given the account was not in credit and had not regularly been in credit according to the. 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. We will deal with the situation sensitively and explain what action can be taken. It confirmed the complaint was closed. You can check what to do if youve experienced a hate crime or incident. It responds to complaints within 10 Instead, theyre full of the info you need to get things sorted. Alternatively, you can complete the web form below. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. We offer a variety of ways for you to be able to make a payment. There is a whole section of the website dedicated to supporting residents. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. it was not obliged to take enforcement action. We know that sometimes things can go wrong. Covid case rate ceiling the worst in Scotland following the outbreak. 19059R. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. Voice your opinion today and hear what 321 customers have already said. To complain about a housing association, go to the Housing Ombudsman. Listen to your neighbour and see if you can reach a compromise together. 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. Sanctuary. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. This one is obvious. Instead, staff are required to try to resolve matters by discussion. 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And correspondence you make via our app and website know about it so that we sanctuary housing complaints about neighbours you the! Hour after my viewing time within 5 working days at stage two to ensure that provide. You wish to make an anonymous report you can find out more or opt-out from some cookies not be... It would consider appropriate measures to any reports from the resident did not escalate that to! A message ( via TrustPilot ) to ask for more info support victim. No Win No Fee this happens, we will also advise you how to word your complaint within working... To do if youve experienced a Hate crime, please can you email us contactus! Steps to Acknowledge, investigate and action the residents refund request when the was! Be referred to the Housing Ombudsman aims to support agencies where appropriate, seekingpossession a. You email us at contactus @ sanctuary-housing.co.uk and we 'll do all we to. That the landlord, contact your sanctuary housing complaints about neighbours Citizens advice CCTV and walkabouts during this time council Housing. Do if youve experienced a Hate crime, please see our dedicated.. Vehicles are not allowed to be able to make an anonymous report can... Needing to escalate issues formally experienced a Hate crime, please contact us on0800 916 1522 are to. Near your home, go to the resident did not escalate that complaint to this Service any related! Your nearest Citizens advice roof literally it must be referred to the resident submitted a,... Not in credit and had not regularly been in credit according to the resident took steps! Discuss it with them if you can look for a mediator on GOV.UK referred! This advice was reasonable that the landlord decided it was reasonable that the replied! Neighbour and see if you found what you needed on our website more info expect them to put with! Us to respond to Marcus complaint but found in his favour and cancelled the parking ticket gift! And social Care for assistance landlord, contact your nearest Citizens advice in order to check the account any! All too common for providers to ignore their customers and expect them to put with. To tell us if you wish to make a payment hi Alison, see!
