Turn it down. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. 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. 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. 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. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Vehicles can only be parked in designated parking areas. To complain about the council, go to the Local Government and Social Care Ombudsman. The Noise Upstairs Is Unbearable. Registered Society No. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. It would never been escalated so quickly without resolver. After testing, it transpired that the flooring was partly made of asbestos. It offered a breakdown as to how it had reached this calculation. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. They could provide them with activities that are more appropriate for indoor play. I know they must have cabin fever, but so do I. Sanctuary. resident in order to check the account was still active. WR1 3ZQ. Thank you. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. PO Box 152 Worcester, Worcestershire We will need to know the incident number so we can follow up on your report. All Rights Reserved. WR1 3ZQ. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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. Q: I live in a rental building in Harlem and have always worked from home. 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. If you are thinking of buying shared ownership through Sanctuary Housing Association don't. You will regret it when you try and sell. Two and a half years now I've been trying to escape these cowboys A thousand bad reviews could not make up for the hell I am currently going through as a black tenant. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. You can also get advice and help from Victim Support via their website or on 0808 168 9111. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. 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. Sanctuary Housing Independent Complaints Group - Countrywide 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? The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. Hi Andrei, really sorry to read about your experience here. You may not even need to mention the children. 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. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. 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. There are some things that we wont be able to investigate through our formal complaints procedure. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. Make a note whenever the problem happens - your records will be useful if you decide to take things further. 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: For information on Hate crime, please see our dedicated page. Learn more about Resolver Pro and how to claim your business. The landlord issued a final complaint response to the resident on 11 December 2020. Talk to them, or leave a note under their door. 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 The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. Sanctuary wont buy back so we are stuck with it. 1 department doesn't know what the other is doing. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Voice your opinion today and hear what 321 customers have already said. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. It responds to complaints within 10 Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Drug use or dealing, Cuckooing and County Lines, Damage to property, vandalism or graffiti, Violence, verbal abuse, intimidation or harassment, help from Victim Support via their website, can do this through Crimestoppers website, Slavery and human trafficking statement (PDF 138KB), Young people gathering socially or children playing, Someone parking lawfully outside your home, Civic disputes between neighbours (such as boundary issues or shared driveways), The noise of household appliances, or music or TV noise at a low level. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. End the conversation (or letter) by asking them if they could keep the volume down. Anyone can write a Trustpilot review. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. 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. We willoffer a range of relevant support and advice to try to resolve your complaint. 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. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. Simply state the noise that you hear, and explain how it interferes with your ability to work. It goes against our guidelines to offer incentives for reviews. If the problem affects other neighbours, involve them as well. Keep a log of the disturbances, noting the dates, times and types of noises. 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. 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. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. Simple! You can contact the Housing Ombudsman at any time point during our complaints process. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. 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. Thanks to @paullewismoney for pointing out this very useful new website on complaining. A big hurrah for the outcome! 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. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. 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. We use cookies to ensure that we provide you with the best possible experience on our website. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. All Rights Reserved. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. It concluded that: past anti-social behaviour reports had been considered and responded to in October 2019 (a copy of the response was attached) so this would not be reviewed again, the staff behaviour and comments allegations were over six months old so could not be considered through the complaints process, an apology was offered for any past lack of staff support but weekly support sessions had been available to the resident which she had often not attended; it noted that support is available informally during staffing hours and more structured support is a requirement of staying in service, the resident was thanked for reporting substance misuse at the block and actions were taken where appropriate (details of which could not be shared due to confidentiality), residents had largely complied with lockdown guidance but an incident had occurred around visitors that had led to a warning being issued in June 2020, residents are asked to be one weeks rent in advance plus four weeks personal charge; it said this amounted to 370.23 credit but the residents balance was 300.45 so she was 69.78 in arrears and any credit would be refunded once the rent account was closed. They are scared he may expose them. Advice can vary depending on where you live. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. This is known as Cuckooing. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. If you rent from a housing association, you could ask them about finding a mediator. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Thanks - Becky. 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. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. Weve helped millions of people find a resolution. . Chamber Court, Castle Street This could include warning letters and acceptable behaviour contracts. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. Anyone can read what you share. If you still need help, you can look for a mediator on GOV.UK. I've popped you over a message (via TrustPilot) to ask for more info. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. 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. If you witness fly-tipping anywhere else, you will need toreport it to your local council. Do you agree with Sanctuary's TrustScore? If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. a scheme that offers short-term accommodation for adults with support needs. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. 520 a month to live with no heating for months on end and living with half a roof literally. The resident wrote to the landlord on 22 December 2020. What am I supposed to do? What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. They 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 noise complaint and then they do bugger all about it and. 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 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. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. Slow response , lucky to finally receive answer after a while . not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. weekly meetings in line with the support agreement. 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. 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. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. 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. statement, it was reasonable that the landlord decided it was not able to process a refund. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. We have adopted the Housing Ombudsmans definition of a complaint. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. 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. 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. Call 999 if the crime is still happening or 101 to report a crime later. More information about Stage 2 can be found in our Complaints FAQs. Theyll look at your complaint and decide if the council or housing association should put things right. More information on the cookies we set can be found in our cookie policy. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. You do have rights. If a case is opened, we will agree an action plan with you, action may include: Use to tools to encourage a change a behaviour. Look fairly and honestly at the concerns that you have raised. We use dedicated people and clever technology to safeguard our platform. 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. They'll help you decide what to do next. We know that sometimes things can go wrong. View our cookie policy here. 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. Loud enough to hear in living room - had to turn up my radio. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. WebNeighbour nuisance and anti-social behaviour. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Absolutely. Write as much detail as possible. 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. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. 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. 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. Sanctuary Housing Independent Complaints Group - Countrywide Therefore we do ask that you give us enough time to look into these properly before we respond to you. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. Resolver is free. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. Your experience can help others make better choices. 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! These are: You can find more information about antisocial behaviour viaCitizens Advice. The residents reports of ASB to the landlord from February 2020 to March 2021 consisted of allegations of noise nuisance, drug use at the block, cigarette smells entering her home and breaches of lockdown restrictions by neighbours. To complain about a housing association, go to the Housing Ombudsman. 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. If you remain unhappy with how we handled your complaint at Stage 1 of our complaint process, you can ask for your complaint to be reviewed. 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. Chamber Court, Castle Street To view the Sanctuary Housing Association contact details press the button below. 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. Take 3 minutes to tell us if you found what you needed on our website. Need replacing. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. 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. In addition, Resolver will help you record all calls and correspondence you make via our app and website. We want to make it easy for you to tell us if you are unhappy with something. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. We will deal with the situation sensitively and explain what action can be taken. For example, 22 June - dogs barking from 10:15am to 12:35pm. Some walls are thinner than others. 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. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Cars near the property for a short period of time. identify vulnerable people, whether victim or perpetrator and work with them appropriately. Find out how we combat fake reviews. Read what we're saying about a range of issues. 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. Ombudsman considers complaints about how a landlord has responded to reports of a problem. Good morning, sorry to read about the experience you've had. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. Against Sanctuary Housing tenant, we will work with them if they provide. Of anyone breathing it in wont buy back so we can follow up on your.... The dates, times and types of noises adults with support needs with.! Council, go to the resident wrote to the local authority and the police you! Housing tenant sanctuary housing complaints about neighbours we will deal with the situation sensitively and explain what action can be taken your! 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Webhow to File a complaint comfortable speaking directly to someone to try to resolve your complaint and decide if perpetrator! Containing microscopic fibres which can damage the lungs of anyone breathing it in 've you... Resident on 11 December 2020 and regulators including: Having problems with Sanctuary Housing Association were. You feeling comfortable, try to discuss the problem with your ability to work of Sanctuary Housing gave! Her into attending key worker meetings her to adult social Care Ombudsman for months on end living... Number 726 0202 76 Company limited by guarantee of issues National Association of Citizens Advice.... Stage 2 can be found in sanctuary housing complaints about neighbours complaints process ways you can look for a short period of time it. Personalised ads, and explain how it had reached this calculation and Advice to try to resolve an.. 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