Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. 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. This Service has not been provided with a copy of the neighbours tenancy 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. In addition, Resolver will help you record all calls and correspondence you make via our app and website. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. If you witness fly-tipping anywhere else, you will need toreport it to your local council. Liverpool L33 7WQ. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. No Win No Fee. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. Worcester, Worcestershire But you need to work. Draughts coming through windows, mould everywhere and damp which ruins Probably the worst housing association ever. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. 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. Thank you, your feedback has been submitted. 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. Do you agree with Sanctuary's TrustScore? 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. That leaves it up to them, Ms. Gottsman said. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Unreasonable noise could violate your warranty of habitability, a state law. Instead, staff are required to try to resolve matters by discussion. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. All Rights Reserved. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. Chamber Court, Castle Street 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. 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. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. My repairs were eventually done after a two month wait, and very little information as to what was happening. This is known as Cuckooing. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. 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. Im disabled and I have to fight and fight to get anything from these guys. 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. Make a note whenever the problem happens - your records will be useful if you decide to take things further. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. WebJoin the 321 people who've already reviewed Sanctuary. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. These are not incompatible, so long as the adults deal with the noise. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. But for these things to happen, they need to know that their behavior is disruptive. Take 3 minutes to tell us if you found what you needed on our website. Its quicker to talk face to face - but you can write, text or call if thats easier. It goes against our guidelines to offer incentives for reviews. Telephone: 0300 111 3000. Please tell us more about why our advice didn't help. Here are 8 tips for writing great reviews. Carefully consider the impact that this has had on you and your family. Simply state the noise that you hear, and explain how it interferes with your ability to work. identify vulnerable people, whether victim or perpetrator and work with them appropriately. You can take someone with you for support. 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 Children need to play. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. The resident made a report on 1 December 2019 of cigarette smells entering her flat. The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. We know that sometimes things can go wrong. For information on Domestic Abuse, please see our dedicated page. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. WR1 3ZQ. The rent collection and payment team. A big hurrah for the outcome! 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. It responds to. We will not disclose your identify without your consent. If you rent from a housing association, you could ask them about finding a mediator. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. complaints within 10 working days at stage one and within 20 working days at stage two. 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. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. 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. 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. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. We use cookies to improve your experience of our website. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Funny how only the employee gets a reply!!! Include what happened, the length of time and how it affected you. 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. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. 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 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. They are scared he may expose them. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. It responds to complaints within 10 Here is a summary of privacy when using this chat. I can hear running, jumping and shouting. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House 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. We willoffer a range of relevant support and advice to try to resolve your complaint. 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. 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. You can ask a mediator for help if you want to put things right but you cant agree how. Absolutely. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. info@housing-ombudsman.org.uk. Theres no jargon in our rights guides. since July 2019 to ensure that members of staff treat resident information confidentially. these issues had impacted her physical and mental health. The easiest way to complain is online using the complaints form. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. They'll help you decide what to do next. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. Only talk to your neighbour if you feel safe and comfortable. Learn more about Resolver Pro and how to claim your business. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. 2023 Trustpilot, Inc. All rights reserved. 19059R. Follow us on Twitter: @nytrealestate. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). To view the Sanctuary Housing Association contact details press the button below. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. These reports were of loud banging doors (both communal and inside other flats), smells of cigarette and/or cannabis smoke, residents breaching lockdown restrictions and shouting or loud conversations by neighbours during the night. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. 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? Registered Society No. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. Ombudsman considers complaints about how a landlord has responded to reports of a problem. This could include warning letters and acceptable behaviour contracts. The landlord has an ASB procedure for supported living that defines noise nuisance as a Category B type of behaviour that means it is not initially logged on the ASB system. You will be given the option to make your complaint by phone via our mobile app. She asked the landlord not to access the account again and it agreed. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The worst company to, actually ring to speak to a person. Let us know, Copyright 2023 Citizens Advice. 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. Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Get started now and lets get this sorted. The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. 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. Look fairly and honestly at the concerns that you have raised. Voice your opinion today and hear what 321 customers have already said. resident in order to check the account was still active. You don't need to wait until the end. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. If the problem affects other neighbours, involve them as well. Sanctuary. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. There are some things that we wont be able to investigate through our formal complaints procedure. Sanctuary Housing Independent Complaints Group - Countrywide L0247 Suggested companies. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. 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. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. PO Box 152 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 took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. If someone is violent towards you, makes threats of violence, is verbally abusive or is harassing you, contact the police immediately on 999, or on 101 in a non-emergency. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Instead, theyre full of the info you need to get things sorted. WebReport a Complaint. statement, it was reasonable that the landlord decided it was not able to process a refund. 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! She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. Take 3 minutes to tell us if you found what you needed on our website. Hopefully, your neighbors feel that way and will make the effort. 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. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Read what we're saying about a range of issues. if the resident no longer receives support then their accommodation may be in jeopardy. 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.
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