sanctuary housing complaints about neighbourssanctuary housing complaints about neighbours

support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. If you still think they havent acted as they should, you can go to an ombudsman. 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. Well always be on hand with guidance and support to help you get the results youre looking for. They could bundle them up and take them outside to run around. Now that winter is here, they never seem to go out. 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. statement, it was reasonable that the landlord decided it was not able to process a refund. 1 department doesn't know what the other is doing. And 10 years for my front door to be fixed properly YES ten years!! Ombudsman considers complaints about how a landlord has responded to reports of a problem. 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. 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. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. We use dedicated people and clever technology to safeguard our platform. Sanctuary. As a subscriber, you have 10 gift articles to give each month. What are the rules about parking near your home? My neighbours are causing me problems with anti-social behaviour, and the council doesnt 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. Cars near the property for a short period of time. This Service has not been provided with a copy of the neighbours tenancy You can be certain that youre talking to the right person at the right time. Worcester, Worcestershire To find out more, you canvisit the Housing Ombudsman website. 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. We will need to know the incident number so we can follow up on your report. 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. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. 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. Your experience can help others make better choices. 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. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. Many thanks. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. 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: 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. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. 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. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. More information on the cookies we set can be found in our cookie policy. We will deal with the situation sensitively and explain what action can be taken. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. For information on Hate crime, please see our dedicated page. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. She advised that she would provide a bank statement. Instead, staff are required to try to resolve matters by discussion. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? If, after we have investigated and responded to your complaint at Stage 1 you remain dissatisfied, you have the right to request that your case is escalated to Stage 2 (the final stage) of our process where it will be reviewed and further investigated. 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 check what to do if youve experienced a hate crime or incident. 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 repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. We will not disclose your identify without your consent. Theres no jargon in our rights guides. 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. 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. The resident made a further report of cigarette smoke on 6 October 2020. Hi Andrei, really sorry to read about your experience here. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. Read what we're saying about a range of issues. Explain what action can be taken to resolve the complaint. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Need replacing. 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. 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. 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. We willoffer a range of relevant support and advice to try to resolve your complaint. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. Here is a summary of privacy when using this chat. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. It would never been escalated so quickly without resolver. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. 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). If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. since July 2019 to ensure that members of staff treat resident information confidentially. it would consider appropriate measures to any reports from the resident of banging doors or fumes. 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. Worcester, Worcestershire If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. 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. 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. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. 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. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. 19059R. 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 They are scared he may expose them. Its quicker to talk face to face - but you can write, text or call if thats easier. Loud enough to hear in living room - had to turn up my radio. Sanctuary Housing Independent Complaints Group - Countrywide This results in missed deliveries of essential supplies and carers stuck outside the building. 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! View our cookie policy here. We offer a variety of ways for you to be able to make a payment. 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. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. 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. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. 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. Its FREE for Tenants. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. 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. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. Thank you, your feedback has been submitted. 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 residents complaint partly concerns neighbours within the block who are also tenants of the landlord. JS who was my housing officer at the time is who i believe is https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. For example, 22 June - dogs barking from 10:15am to 12:35pm. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. 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. Big thanks! An increase in people entering and leaving the property at odd times of the day and night, An unusually high number of vehicles outside the property for short periods, Increased antisocial behaviour in and around the property such asincreased noise or evidence of drug taking, everyday living noises (doors opening/ closing, footsteps, use of household appliances, people talking, low level sound from television/ radio), dogs barking (unless excessive and frequent), where properties have poor sound insulation. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. WebCivic disputes between neighbours (such as boundary issues or shared driveways) Day to day living noises such as: Footsteps in a neighbouring property Children playing if the resident no longer receives support then their accommodation may be in jeopardy. The worst company to, actually ring to speak to a person. 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 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. The resident submitted a complaint by email on 26 September 2020. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 WebDont waste your time. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. 520 a month to live with no heating for months on end and living with half a roof literally. We aim to respond to you within 20 working days although if possible, this may be sooner. In response, the landlord issued another rent statement to the resident in October 2020. This is known as Cuckooing. 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 landlord responded to the resident on 31 December 2020. 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. This showed an account balance of 64.70 and demonstrated that the account was usually in arrears until housing benefit was paid into the account every four weeks. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). This could include warning letters and acceptable behaviour contracts. 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. 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. I've popped you over a message (via TrustPilot) to ask for more info. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. WebReport a Complaint. It offered a breakdown as to how it had reached this calculation. Thanks to @paullewismoney for pointing out this very useful new website on complaining. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? 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. Uncontrolled copy if printed. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Clarion Housing. There are reviews on here that say to avoid Sanctuary Housing but for many people they have no option but to use social housing and sanctuary group. Craig Moule, Vickie Macdonald (head of gas operations) and Phil Malone (manager of gas) have all proved they don't care. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. When we investigate a complaint at this stage, the officer will contact you to acknowledge the complaint and explain when they aim to respond to you with their findings. 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. Any emergency enquiries pleasecall us on: for customer enquiries, pleasecontact us here, Sanctuary Housing 4. Of anyone breathing it in behaviour if it causes 'nuisance and annoyance ' we 'll do all we can up. 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