(The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. The resident has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. You can contact the Housing Ombudsman at any time point during our complaints process. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. 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. Tell your neighbour how their behaviour is affecting you and what would help. You do have rights. Advice can vary depending on where you live. It confirmed the complaint was closed. 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. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. WebNeighbour nuisance and anti-social behaviour. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. We offer a variety of ways for you to be able to make a payment. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. 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. Check their website for how to complain about anti social behaviour. Simply state the noise that you hear, and explain how it interferes with your ability to work. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. resident in order to check the account was still active. Registered Society No. 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. Avoid at all costs! Best and worst companies at resolving issues. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? Housing Ombudsman. 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? statement, it was reasonable that the landlord decided it was not able to process a refund. 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. If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. 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. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Only talk to your neighbour if you feel safe and comfortable. 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. Suggested companies. 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. Registered Society No. 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. Ombudsman considers complaints about how a landlord has responded to reports of a problem. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. 1 department doesn't know what the other is doing. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. Carefully consider the impact that this has had on you and your family. Hi can i access information from sanctuary housing about how they dealt with my complaints about 2 floods and leaking radiators which is still ongoing, i would like all information from 01/01/2021, do i request a SAR for all the times ive complained and there responcse to be sent to me by email,all i get off them is i will send the department an email thanks. Instead, theyre full of the info you need to get things sorted. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. Twice I have had calls from Chief Executives offices to resolve issues. 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. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Its FREE for Tenants. 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. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. 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. Telephone: 0300 111 3000. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. 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. Check your local councils website for how it works in your area. Liverpool L33 7WQ. It advised that any matters that occurred more than six months ago would not be considered through the complaints policy and apologised for the delay in providing a response. Sanctuary wont buy back so we are stuck with it. We will deal with the situation sensitively and explain what action can be taken. The resident made a further report of cigarette smoke on 6 October 2020. For information on Domestic Abuse, please see our dedicated page. WR1 3ZQ. View our cookie policy here. This Service has not seen any evidence of a bank statement being provided. Anyone can write a Trustpilot review. Verification can help ensure real people write reviews about real companies. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. 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. 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. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. If 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 still think they havent acted as they should, you can go to an ombudsman. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. We want our neighbourhoods to be safe places for everyone. Covid case rate ceiling the worst in Scotland following the outbreak. You don't need to wait until the end. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. Clarion Housing. it was not obliged to take enforcement action. 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 landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. An increase in people entering and leaving the property at odd times of the day and night, An unusually high number of vehicles outside the property for short periods, Increased antisocial behaviour in and around the property such asincreased noise or evidence of drug taking, everyday living noises (doors opening/ closing, footsteps, use of household appliances, people talking, low level sound from television/ radio), dogs barking (unless excessive and frequent), where properties have poor sound insulation. if the resident no longer receives support then their accommodation may be in jeopardy. What are the rules about parking near your home? support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Listen to your neighbour and see if you can reach a compromise together. Write as much detail as possible. End the conversation (or letter) by asking them if they could keep the 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. 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. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. View Sanctuary Housing Association complaints contact details. 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. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Q: I live in a rental building in Harlem and have always worked from home. Just raise a case and leave feedback after. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. 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: 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. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 1. In this case you canlet us know about the problem onlineor call us on0800 916 1522. 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 you still need help, you can look for a mediator on GOV.UK. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. 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. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust . You report something like windows that due to age wear. We will not disclose your identify without your consent. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. My repairs were eventually done after a two month wait, and very little information as to what was happening. Now that winter is here, they never seem to go out. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. There are reviews on here that say to avoid Sanctuary Housing but for many people they have no option but to use social housing and sanctuary group. Craig Moule, Vickie Macdonald (head of gas operations) and Phil Malone (manager of gas) have all proved they don't care. the 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. Since the start of the pandemic, the family directly above me has been home, too, with two young children. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. Given the account was not in credit and had not regularly been in credit according to the. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. Instead, staff are required to try to resolve matters by discussion. 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. Voice your opinion today and hear what 321 customers have already said. Your experience can help others make better choices. Anyone can read what you share. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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. 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. I wouldnt bother to pay the prices for the housing! 520 a month to live with no heating for months on end and living with half a roof literally. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service They could provide them with activities that are more appropriate for indoor play. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. Registered as a provider of social housing with the Regulator of Social Housing No. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. Ask when youll hear back and what to do if the problem gets worse. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. More information on the cookies we set can be found in our cookie policy. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 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. 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. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. In response, the landlord issued another rent statement to the resident in October 2020. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. these issues had impacted her physical and mental health. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. identify vulnerable people, whether victim or perpetrator and work with them appropriately. You will be fobbed of with an email. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. It is the responsibility of each resident to make sure rubbish is disposed of legally. Thank you, your feedback has been submitted. Sanctuary Housing Independent Complaints Group - Countrywide All Rights Reserved. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. 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. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. It goes against our guidelines to offer incentives for reviews. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. 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Check the account sanctuary housing complaints about neighbours still active to process a refund remove it and demonstrated that the resident made a report!, and explain how it interferes with your ability to work, we may need to ensure you n't! Complaint she made in late September 2020 Ombudsman Service they could provide them with activities are.
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