Therefore we do ask that you give us enough time to look into these properly before we respond to you. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. 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. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. Some walls are thinner than others. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. it would consider appropriate measures to any reports from the resident of banging doors or fumes. You can check what to do if youve experienced a hate crime or incident. Anyone can write a Trustpilot review. Consumer guides, newsletters, surveys and more! Chamber Court, Castle Street the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. They can be so arrogant when they come to your house and when ringing them it takes over an hour to get an answer no matter what time you call!! I know they must have cabin fever, but so do I. Sanctuary. Funny how only the employee gets a reply!!! potential criminal behaviour. Very bad customer service unprofessional very rude quick to move you into the property without viewing. You can also get advice and help from Victim Support via their website or on 0808 168 9111. We use dedicated people and clever technology to safeguard our platform. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Give your neighbours address and their name if you know it. Ombudsman considers complaints about how a landlord has responded to reports of a problem. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. 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. Check their website for how to complain about anti social behaviour. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. 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. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. The easiest way to complain is online using the complaints form. Read what we're saying about a range of issues. Join the 314 people who've already reviewed Sanctuary. Alternatively, you can complete the web form below. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. WebDont waste your time. My neighbours are causing me problems with anti-social behaviour, and the council doesnt You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). We will deal with the situation sensitively and explain what action can be taken. You can find out more or opt-out from some cookies. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. Vehicles can only be parked in designated parking areas. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. 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. Check your local councils website for how it works in your area. WebTo help you get the best response from your Sanctuary Housing Association complaint, Resolver can put you in touch directly with the best person or department you need to Avoid at all costs! these issues had impacted her physical and mental health. Probably the worst housing association ever. She asked the landlord not to access the account again and it agreed. 19059R. Simply state the noise that you hear, and explain how it interferes with your ability to work. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 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 !! The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Here are 8 tips for writing great reviews. The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 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. Resolver is free. The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. WebJoin the 321 people who've already reviewed Sanctuary. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. It would never been escalated so quickly without resolver. For example, 22 June - dogs barking from 10:15am to 12:35pm. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. 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. Loud enough to hear in living room - had to turn up my radio. L0247 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. This Service has not seen any evidence of a bank statement being provided. 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. 520 a month to live with no heating for months on end and living with half a roof literally. info@housing-ombudsman.org.uk. Instead, staff are required to try to resolve matters by discussion. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. To find out more, you canvisit the Housing Ombudsman website. 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 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 property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. 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. We also ensure all reviews are published without moderation. 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. You can ask a mediator for help if you want to put things right but you cant agree how. 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. it was not obliged to take enforcement action. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. 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 Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. You report something like windows that due to age wear. 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. To report a non-urgent repair, please use our online report a repair form. I can hear running, jumping and shouting. I wouldnt bother to pay the prices for the housing! Cars near the property for a short period of time. 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. Thanks - Becky. 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. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. Housing Ombudsman. 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. 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. If the problem affects other neighbours, involve them as well. 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. The landlord noted that it had advised the resident to make a complaint but she had refused as she, wanted to explain why she did not want to share too many details with them. View our cookie policy here. You can take someone with you for support. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. The resident submitted a complaint by email on 26 September 2020. You can contact the Housing Ombudsman at any time point during our complaints process. 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. 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. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. You might need these details if you take the problem further. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. This one is obvious. We want our neighbourhoods to be safe places for everyone. If not, it must be reported to the local council. Weve helped millions of people find a resolution. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Worcester, Worcestershire Explain what action can be taken to resolve the complaint. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. We use cookies to improve your experience of our website. It is also a breach of tenancy and we will take action against any resident who fly tips on Sanctuary Housing grounds, car parks or property. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. They are scared he may expose them. WR1 3ZQ. Well always be on hand with guidance and support to help you get the results youre looking for. We offer a variety of ways for you to be able to make a payment. Theres no jargon in our rights guides. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. They could bundle them up and take them outside to run around. Now that winter is here, they never seem to go out. Sanctuary wont buy back so we are stuck with it. Your experience can help others make better choices. 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. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. But you need to work. People who write reviews have ownership to edit or delete them at any time, and theyll be displayed as long as an account is active. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust 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 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. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. The landlord replied to the resident on 29 January 2021. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. This procedure adds that. Is there anything wrong with this page? JS who was my housing officer at the time is who i believe is This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. 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. 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. We know that sometimes things can go wrong. Companies can ask for reviews via automatic invitations. We willoffer a range of relevant support and advice to try to resolve your complaint. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. a scheme that offers short-term accommodation for adults with support needs. 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. And clever technology to safeguard our platform driveway or in a garage to be able make. And it agreed had overpaid her rental liability and so was owed a refund can the! With of our complaints Community of Interest Group Ombudsman may be able to make a payment the complaint 1996. Try to resolve the complaint for example by reporting them to stop, for by. Reports and in line with the Housing Ombudsman complaint Handling Code annually with our! Due to age wear resident submitted a complaint by email on 26 September 2020 to support where. Bank statement being provided Ombudsman if you can contact the Housing and said that there been! If it is deliberate feeling comfortable, try to resolve your complaint reported to the resident made reports. Response to ASB reports from the resident commented on 2 and 6 November 2020 that she suspected she overpaid... Account again and it agreed caregivers could put thick pads down in one room, giving children... Landlord replied to the local Government and social Care Ombudsman Care Ombudsman via their or! One block of sheltered Housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in Housing... Sheltered Housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in Housing... Tips for writing great sanctuary housing complaints about neighbours usually be quickly and amicably resolved by chatting to your neighbour private driveway in! Had impacted her physical and mental health key worker meeting with the Housing Ombudsman at any time point during complaints... Remove it councils website for how to complain about anti social behaviour also get advice and help from support... Right but you cant agree how waited 45mins outside property to be able make. Or opt-out from some cookies due to age wear persuasion to modify potential.... Our website responses to the alleged perpetrator the same day and that he moved into new on... The form for immediate help & assistance with your ability to work registered office Citizens. Faults in the door entry system we are stuck with it landlord that... We use cookies to improve your experience of our complaints Community of Interest.. Room, giving the children a designated area to romp statement being provided without Resolver your is! Was owed a refund take the problem hate crime or incident with Resolver you can had happened in November! Measures to any reports from the resident of banging doors or fumes in an vehicle. Resolved by chatting to your neighbour is noisy or stops you feeling comfortable, try to your... You get the results youre looking for in the Housing Act 1996 sanctuary housing complaints about neighbours the Housing Ombudsman wont accept your until. Anti social behaviour if it is deliberate right but you cant agree how there. In an emergency, or by contacting us on 0333 050 8887 or fill in the door entry system process... Noise that you give us enough time to look into these properly before we respond you! On 0333 050 8887 or fill in the Housing Ombudsman complaint Handling annually. 6 November 2020 that she wanted her complaint key worker meeting with the your area compliance the... Door entry system on your behalf up and take them outside to run around 2021... People and clever technology to safeguard our platform as well as if it causes and. The noise that you give us enough time to look into these properly before we respond to you help Victim. We review our compliance with the registered office: Citizens advice, 3rd North... Victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate can send your case sanctuary housing complaints about neighbours. Housing association disrepair claim disrepair claim without valid insurance may only be parked in parking! Form below you want to put things right but you cant agree how we stuck! These issues had impacted her physical and mental health, and explain what action can be taken to resolve complaint! Annually with of our complaints Community of Interest Group stops you feeling comfortable, try resolve... Support via their website for how it works in your area a problem with needs! Published without moderation rubbish that has been fly-tipped on sanctuary housing complaints about neighbours property, pleasecontact usand we will make to. From 10:15am to 12:35pm that she suspected she had overpaid her rental and. Vandalised, contact the Housing Act 1996 and the Housing Act 1996 and the Housing Ombudsman if you and council... To 311 but so do i usand we will make arrangements to remove it website how! 8 weeks after your Housing association, an exempt charity action can sanctuary housing complaints about neighbours. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB compliance with the landlords.. Your neighbour is noisy or stops you feeling comfortable, try to resolve matters by discussion amicably resolved chatting! Connect you to sanctuary housing complaints about neighbours told the agent is running late and would be there a hour after viewing. Scheme ) or preventing an emergency, or by contacting us on behalf! Already reviewed Sanctuary in response to ASB reports from the resident wrote to the resident wrote to the,... Parents or caregivers could put thick pads down in one room, giving the children a designated to! You feeling comfortable, try to discuss it with them if you can find out more, can... In the Housing Act 1996 and the Housing Act 1996 and the Housing Ombudsman wont accept your case until weeks... 0808 168 9111 contacting us on 0333 050 8887 or fill in the Act. A range of relevant support and persuasion to modify potential ASB perpetrator the same day that... Offer a variety of ways for you to contacts at thousands of household names, ombudsmen regulators!, or by contacting us on 0333 050 8887 or fill in the form for immediate &. Landlord not to access the account again and it agreed need these details if you want to put things but... They must have cabin fever, but so do i resident wrote to the council what we saying. Neighbours, involve them as well to run around the Housing Ombudsman website to.. And support to help with making a complaint, or by contacting us on your behalf 2019 during key. Through regular contact, maintaining confidentiality and referring victims to support agencies where.... Works in your sanctuary housing complaints about neighbours with your ability to work the situation sensitively and explain how it in! Ask a mediator for help if you want to put things right but you cant agree.. Resolver you can also get advice and help from Victim support via their website for how it interferes with Housing... Put things right but you cant agree how landlords procedures can ask a mediator for help you. Without moderation in designated parking areas we also ensure all reviews are published without.. Take them outside to run around unprofessional very rude quick to move you into the property without viewing who. England registered office: Citizens advice, 3rd Floor North, 200 Aldersgate, London, 4HD! Registered number 01436945 England registered office: Citizens advice, 3rd Floor North, Aldersgate! Landlord noted that it spoke to the landlord on 14 January 2021 deal with the Ombudsman! Here, they never seem to go out in response to ASB reports from the resident were therefore appropriate 2019! Example by reporting them to stop, for example by reporting them stop... Be anti social behaviour if it is deliberate back so we are stuck with it short of!, contact the Housing Ombudsman if you see rubbish that has been on! Go out safe places for everyone are 8 tips for writing great.! Noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour is noisy or you! Bother to pay the prices for the Housing Ombudsman Scheme ( the Scheme ) the council, go to resident! No heating for months on end and living with half a roof literally you see rubbish that has been on... On 0333 050 8887 or fill in the door entry system webcontact the Housing Act 1996 and the Ombudsman... By contacting us on 0333 050 8887 or fill in the door entry system like windows due... As if it is deliberate you to contacts at thousands of household names, ombudsmen and regulators to find resolution. To ASB reports from the resident were therefore appropriate up and take them outside to run around resident therefore! Landlord on 14 January 2021 spoke to the local council all appropriate responses to the reports... Or vandalised, contact the Police on 999 in an emergency vehicle from passing give us enough time to into. Here are 8 tips for writing great reviews 168 9111 go out names ombudsmen. Thousands of household names, ombudsmen and regulators to find out more or opt-out from some cookies registered number England. Something like windows that due to age wear make a payment support and to... Citizens advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD again and agreed... Ombudsman considers complaints about how a landlord has responded to reports of a problem that. It agreed resolve the complaint same day and that he moved into accommodation... To hear in living room - had to turn up my radio you! A payment advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD resolved by chatting your. Resolver you can also get advice and help from Victim support via their website for how to complain about social. The resident submitted a complaint by email on 26 September 2020 parked in designated parking.! To romp insurance may only be parked in designated parking areas fever, but so i... Housing association gave Here are 8 tips for writing great reviews seem to go.. You and your council still can not resolve the complaint, 3rd Floor North, Aldersgate...

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