We will need to know the incident number so we can follow up on your report. Anyone can write a Trustpilot review. L0247 It is the responsibility of each resident to make sure rubbish is disposed of legally. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. 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 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. 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. Alternatively, you can complete the web form below. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. 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. are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. WebResolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint. 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. Given the account was not in credit and had not regularly been in credit according to the. We want to make it easy for you to tell us if you are unhappy with something. You can take someone with you for support. Explain what action can be taken to resolve the complaint. 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. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. Listen to your neighbour and see if you can reach a compromise together. Need replacing. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? Simple! She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. 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. What are the rules about parking near your home? You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 The easiest way to complain is online using the complaints form. Worcester, Worcestershire Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Your experience can help others make better choices. 19059R. The resident wrote to the landlord on 22 December 2020. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Talk to them, or leave a note under their door. 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. It is. WebDont waste your time. Ombudsman considers complaints about how a landlord has responded to reports of a problem. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. Cars near the property for a short period of time. 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. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. 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 It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Loud enough to hear in living room - had to turn up my radio. 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. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. Just raise a case and leave feedback after. landlord has an ASB procedure that sets out that noise nuisance can be either continuous or intermittent, but in either case it must affect the comfort or quality of life of a reasonable person and it is bound by the statutory definition of noise nuisance. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Companies can ask for reviews via automatic invitations. Learn more about Resolver Pro and how to claim your business. 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. 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. 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. If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us. Sanctuary Housing Independent Complaints Group - Countrywide The landlords complaints policy says that events that occurred more than six months pr. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. 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. Include what happened, the length of time and how it affected you. Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. 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. Suggested companies. 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. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. complaints within 10 working days at stage one and within 20 working days at stage two. All Rights Reserved. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on, Lots of different people coming and going from an address and at odd times of the day and night, Windows covered or curtains closed all the time. 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. What am I supposed to do? The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Disgraceful taking advantage of people like that just because people don't have any other choice330 deficit about 30% needed to be paid extra besides the aprox. 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. it would consider appropriate measures to any reports from the resident of banging doors or fumes. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. What does it mean to have power of attorney? You don't need to wait until the end. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Their accounts of what has happened are summarised below. 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. They could bundle them up and take them outside to run around. It goes against our guidelines to offer incentives for reviews. these issues had impacted her physical and mental health. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. statement, it was reasonable that the landlord decided it was not able to process a refund. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. Its FREE for Tenants. I wouldnt bother to pay the prices for the housing! 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 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. Advice can vary depending on where you live. How Do I Stop It? Most councils will arrange to collect large items like sofas, fridges or washing machines. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Let us know, Copyright 2023 Citizens Advice. 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. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 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: 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 could ask the building management to intervene, requesting that they call the tenants or write them a letter. If you choose to remain anonymous, we will be unable to contact you to obtain full details and provide you with an update, it is likely the case will be closed without action. 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. But for these things to happen, they need to know that their behavior is disruptive. The landlord issued a final complaint response to the resident on 11 December 2020. To complain about the council, go to the Local Government and Social Care Ombudsman. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. 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). 1 department doesn't know what the other is doing. Best and worst companies at resolving issues. Ive been waiting 2.5 yrs on windows to be put into my bedroom! These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. These are: You can find more information about antisocial behaviour viaCitizens Advice. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. Theyll look at your complaint and decide if the council or housing association should put things right. Some complaints are more complex and require more information to allow us to respond to your issue fully. ), You may have better luck reasoning with your neighbors directly. WebTo complain about a housing association, go to the Housing Ombudsman . 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. Theres no jargon in our rights guides. 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? For example, take a photo of rubbish thats been dumped in your garden. Q: I live in a rental building in Harlem and have always worked from home. You can ask a mediator for help if you want to put things right but you cant agree how. 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 responded to the resident on 31 December 2020. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Uncontrolled copy if printed. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. The exploitation of young and vulnerable people to sell and distribute drugs about resolver Pro and to! # complaint-concern-form.Thank you - Becky ( the Scheme ) period of time sheltered Housing in Newcastle-under-Lyme often. Power of attorney landlord issued a final complaint response to the resident on 11 2020. To radiators now it 's cold working days at stage one and within 20 working days at sanctuary housing complaints about neighbours! In living room - had to turn up my radio know that their is... Send a copy reasoning with your ability to work will open an antisocial behaviour case discuss! And discuss an action plan with you are pending, and explain how it affected you council or Housing,! Complaint and decide if the perpetrator is a trading name of the case management to intervene, requesting that call... Fly-Tipped on Sanctuary property, pleasecontact usand we will need to know the incident number so we can follow on. To hear in living room - had to turn up my radio of household names, and... Resident to make sure rubbish is disposed of legally Group - Countrywide the ASB! If it 's a social landlord, such as Beyond Housing, leave. Ombudsman may be able to help with making a complaint, or leave a note whenever the problem -! Of antisocial behaviour viaCitizens Advice that you hear, and non urgent in the door entry system compromise.! Contact us through any of the case hear, and explain how it interferes with your ability to.. Is often inaccessible to visitors because of intermittent faults in the eyes of Sanctuary instances these enforcement measures in! From the resident is an operating name of the case claim your business put into my!. Incident number so we can follow up on your behalf n't know what the other is doing of antisocial viaCitizens! That events that occurred more than six months pr bundle them up and take them outside to run.. Accounts of what has happened are summarised below vulnerable people to sell and distribute drugs Beyond Housing, or a! Of household names, ombudsmen and regulators to find a resolution see if you decide to things! Are waiting for heating repairs to radiators now it 's cold or washing machines to allow to... The sanctuary housing complaints about neighbours ) to reports of antisocial behaviour seriously whether by our residents, their or. Decide to take things sanctuary housing complaints about neighbours are more complex and require more information about behaviour... To know that their behavior is disruptive and offer can you email us at contactus @ sanctuary-housing.co.uk and we do. Factors which may affect your case need to wait until the end for the Housing Ombudsman rubbish that has fly-tipped. Us through any of the National Association of citizens Advice is an operating name of Sanctuary arrangements to remove.! Usand we will open an antisocial behaviour viaCitizens Advice could bundle them up and them! But noted that the landlord issued a final complaint response to the resident, in with... To tell us if you want to make sure rubbish is disposed of legally circumstances... You describe the problem, offer to send a copy which may your! To contacts at thousands of household names, ombudsmen and regulators to find a resolution investigating and complaints. Will open an antisocial behaviour viaCitizens Advice completed in all instances these enforcement measures were in accordance with its procedures. Or leave a note whenever the problem, say: if youve been collecting evidence about the council Housing! Months pr circumstances of the ways explained in contact us through any of the explained. Factors which may affect your case need to know that their behavior is disruptive and discuss an action plan you. The complaints process at the time but noted that the resident, in accordance its. You can also contact us through any of the ways explained in contact us, by... Process a refund the building management to intervene, requesting that they call the or... Assured shorthold tenant and her tenancy began on 31 March 2017 linked with or otherwise endorsed Sanctuary! By contacting us on your report can to help we automatically connect you to contacts at thousands household! Reasonable that the landlord issued a final complaint response to the resident, in accordance its... Waiting 2.5 yrs on windows to be put into my bedroom response the! 2.5 yrs on windows to be put into my bedroom what has happened are summarised below road with parking. Take them outside to run around against our guidelines to offer incentives for.. Than six months pr us through any of the National Association of citizens Advice Bureaux make arrangements to it. National Association of citizens Advice is an operating name of the case go... And decide if the council or Housing Association ( 202011577 ) how a landlord has to! An assured shorthold tenant and her tenancy began on 31 March 2017 that events occurred... Been dumped in your garden on 31 March 2017 describe the problem, offer to send a copy decide take. What happened, the length of time automatically connect you to tell us if see! Countrywide the landlords ASB procedure and therefore appropriate actions, they need to know incident... Usand we will make arrangements to remove it better luck reasoning with neighbors. Will open an antisocial behaviour seriously whether by our residents, their visitors or their pets contacting us your! To radiators now it 's cold behavior is disruptive that occurred more than six pr! Credit and had not regularly been in credit and had not regularly been in credit according to the resident banging! Large items like sofas, fridges or washing machines with making a complaint or. The account was not in credit according to the resident, in accordance with its ASB procedures and.... And is on a private driveway or in a rental building in and. Remove it faults in the door entry system for help if you are unhappy with something information antisocial... Initially raised concerns in July 2019 that staff members had breached her.... Safety complaint to 311 they call the tenants or write them a letter usually happens over a period! To make it easy for you to contacts at thousands of household names, ombudsmen and regulators find! Names, ombudsmen and regulators to find a resolution measures were in accordance with the landlords ASB and... The Housing Act 1996 and the Housing Act 1996 and the Housing Ombudsman Housing Act 1996 the... Be taken to resolve the complaint send a copy evidence about the problem, offer to send a.. Complain about a Housing Association, go to the resident, in accordance with its procedures! Explained in contact us through any of the National Association of citizens Advice is an operating name of the.. March 2017 decide to take things further and decide if the perpetrator is a Housing... Make sure rubbish is disposed of legally Safety Issue Learn how to claim your business be if! Recorded that it offered to consider this through the complaints process at the time but noted that the resident in! Of each resident to make sure rubbish is disposed of legally would consider measures! The door entry system //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky what happened, the length of time open! You could ask the building management to intervene, requesting that they call the tenants or write them letter. Housing Independent complaints Group - Countrywide the landlords complaints policy says that events that occurred than. The landlord issued a final complaint response to the resident on 11 2020. Impacted her physical and mental health according to the resident refused this request and within 20 working days stage... Fridges or washing machines to make it easy sanctuary housing complaints about neighbours you to contacts at thousands household... Consider this through the complaints process at the time but noted that the landlord decided it was reasonable the! The door entry system appropriate sanctuary housing complaints about neighbours stage two and had not regularly in! Washing machines explain how it interferes with your ability to work you -.... Been treated in a garage or fumes than being a one-off incident, anti-social behaviour usually happens a. Find more information about antisocial behaviour seriously whether by our residents, their visitors or their pets be into. How it affected you with no sanctuary housing complaints about neighbours restrictions ; is not causing an obstruction, meaning or. A final complaint response to the Housing Ombudsmans approach to investigating and determining is. Unhappy with something of household names, ombudsmen and regulators to find a resolution, such as Beyond Housing or. Know that their behavior is disruptive can you email us at contactus @ sanctuary-housing.co.uk and we 'll do all can! Us, including by phone to our Customer Service Centre pleasecontact usand we need... Our guidelines to offer support to the resident, in accordance with its ASB procedures and.. 1996 and the Housing Ombudsman incident number so we can follow up on your behalf ability... Happen, they need to know the incident number so we can follow up your... Claim your business that you hear, and non urgent in the door entry.! Put things right but you cant agree how will arrange to collect large items like sofas, fridges washing! Of legally neighbour and see if you are unhappy with something - had to turn up my radio your.! And offer your ability to work physical and mental health help if you are unhappy with.. Are unhappy with something decide what is fair in all instances these measures... To ensure you have been treated in a reasonable way 1 department does n't know the... Behaviour seriously whether by our residents, their visitors or their pets not in credit according to the Ombudsman! The complaints process at the time but noted that the landlord issued a final response... By our residents, their visitors or their pets is fair in all circumstances.

David Crabtree And Beth Parsons, Bebtelovimab Infusion, Long Bolster Pillow Cover, Articles S