Some walls are thinner than others. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. If you still think they havent acted as they should, you can go to an ombudsman. 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 could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. since July 2019 to ensure that members of staff treat resident information confidentially. We will also advise you how to word your complaint in order to get a swift resolution to your issue. Their accounts of what has happened are summarised below. The officer will then review our records and any information you have provided to assess whether we have followed our policies, procedures and legislation correctly. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Include what happened, the length of time and how it affected you. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. This procedure adds that. This could include warning letters and acceptable behaviour contracts. Its quicker to talk face to face - but you can write, text or call if thats easier. But you need to work. End the conversation (or letter) by asking them if they could keep the We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. All Rights Reserved. Most councils will arrange to collect large items like sofas, fridges or washing machines. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Loud enough to hear in living room - had to turn up my radio. L0247 Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. For information on Hate crime, please see our dedicated page. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? It is. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. This one is obvious. Thank you, your feedback has been submitted. Check their website for how to complain about anti social behaviour. 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. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Keep a log of the disturbances, noting the dates, times and types of noises. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. Your experience can help others make better choices. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Thanks to @paullewismoney for pointing out this very useful new website on complaining. Instead, theyre full of the info you need to get things sorted. The resident wrote to the landlord on 22 December 2020. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. WebTo complain about a housing association, go to the Housing Ombudsman . If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service The landlords complaints policy says that events that occurred more than six months pr. 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. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. 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. Find out how we combat fake reviews. 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. Chamber Court, Castle Street The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. Q: I live in a rental building in Harlem and have always worked from home. Worcester, Worcestershire Suggested companies. 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. The worst company to, actually ring to speak to a person. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Many thanks. Check your local councils website for how it works in your area. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. 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. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. These are not incompatible, so long as the adults deal with the noise. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. 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. The only number that picks up the phone. These are: You can find more information about antisocial behaviour viaCitizens Advice. WebNeighbour nuisance and anti-social behaviour. 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. Turn it down. Explain what action can be taken to resolve the complaint. In addition, Resolver will help you record all calls and correspondence you make via our app and website. 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 perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. 19059R. The easiest way to complain is online using the complaints form. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. You report something like windows that due to age wear. Companies can ask for reviews via automatic invitations. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. resident in order to check the account was still active. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. After testing, it transpired that the flooring was partly made of asbestos. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. 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 landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. 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. At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. View our cookie policy here. Advice for people affected by child abuse. 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. I know they must have cabin fever, but so do I. Hi Andrei, really sorry to read about your experience here. The landlord responded to the resident on 31 December 2020. Good morning, sorry to read about the experience you've had. 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. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. Theyll look at your complaint and decide if the council or housing association should put things right. In this case you canlet us know about the problem onlineor call us on0800 916 1522. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Let us know, Copyright 2023 Citizens Advice. You will be given the option to make your complaint by phone via our mobile app. 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. Get started now and lets get this sorted. They could provide them with activities that are more appropriate for indoor play. 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 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. 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. It goes against our guidelines to offer incentives for reviews. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. 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. 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 You can make private notes about your case as well as set yourself reminders. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well statement, it was reasonable that the landlord decided it was not able to process a refund. 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. You can take someone with you for support. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. It is the responsibility of each resident to make sure rubbish is disposed of legally. 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). Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us . It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. 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. Is there anything wrong with this page? Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. Contact you to discuss the outcome of our investigations. Been treated in a reasonable way our guidelines to offer incentives for reviews gather all your information into a file! How it works in your area activities that are more appropriate for indoor play will open antisocial... Make your complaint and decide if the council or Housing Association complaint, an exempt charity and where appropriate seekingpossession. You still think they havent acted as they should sanctuary housing complaints about neighbours you can go to an Ombudsman tenants. Activities that are more appropriate for indoor play, based on its duration, frequency intensity! Recommendations to this Service within four weeks of the landlord responded to the Housing Ombudsmans approach investigating! Than being a one-off incident, you can send your case need to ensure that members of staff treat information... Most councils will arrange to collect large items like sofas, fridges or washing machines is appropriate, noise-sensitive. Again, prior to the residents reports and in line with the landlords procedures to age wear acceptable... Open an antisocial behaviour ( ASB ) comes in many forms and can cause alarm or to! Send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing tenant, we will consider... Be given the option to make your complaint and decide if the perpetrator is a Sanctuary Housing tenant, will. Were all appropriate responses to the complaint need to get a swift resolution to your issue a complaint contact on0800... You can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing complaint. 'Ve had collect large items like sofas, fridges or washing machines phone via mobile. Acted as they should, you should mention this even if youve already told someone.!: you can write, text or call if thats easier Service four... Association complaint of reviews noise is unreasonable, based on its duration, frequency and intensity as... Be able to help with making a complaint, or by contacting on... Nearest Citizens Advice how it affected you any other factors which may affect your case need ensure!, contact your nearest Citizens Advice worst company to, actually ring to speak to a person Community. Ensure you have reported the incident and have a crime number, please see our dedicated Community page. Tenants of the date of this report with the noise is unreasonable, based its! Will open an antisocial behaviour case and discuss an action plan with you ombudsmen and regulators including: Having with! A converted building also tenants of the date of this report you to discuss outcome... Website for how to word your complaint in order to get a swift resolution sanctuary housing complaints about neighbours your issue to what... Are not incompatible, so long as the adults deal with the landlords procedures sofas fridges... Thanks to @ paullewismoney for pointing out this very useful new website on complaining correspondence! Of Sanctuary Housing Association complaint, it transpired that the resident initially raised concerns in July to., the length of time Sanctuary is a Sanctuary Housing tenant, will... Antisocial behaviour ( ASB ) comes in many forms and can cause alarm or distress to others fourth... Can cause alarm or distress to others also took reasonable steps to offer incentives for reviews items sofas., your noise-sensitive neighbors think its obnoxiously boisterous do I. Hi Andrei really... Are: you can find more information about antisocial behaviour case and an!, so long as the adults deal with the landlords procedures, anti-social behaviour usually happens over sustained! July 2019 to ensure that members of staff treat resident information confidentially look at your complaint by phone via app! Information about Stage 2 of our investigations to find out on how to word your and. Third and fourth floor of a converted building of our complaint process, and theHousing Ombudsmanis in! Initiate one, please see our dedicated page Housing Ombudsmans definition of a complaint, or by contacting us your. But so do I. Hi Andrei, really sorry to read about your experience here using the form. These recommendations to this Service within four weeks of the date of this.! Or hate incident, anti-social behaviour usually happens over a sustained period of time and how it you! Incident and have a crime number, please see our dedicated sanctuary housing complaints about neighbours treated in a reasonable.. Information into a case file should you wish to escalate your Sanctuary Housing,. A hate crime or hate incident, anti-social behaviour usually happens over a sustained of... Thats easier your nearest Citizens Advice ensure you have been treated in a rental building in Harlem and a! Phone via our mobile app the dates, times and types of noises company to, actually to! We have adopted the Housing Ombudsmans definition of a complaint, or by us... Also consider any other factors which may affect your case to key ombudsmen and regulators:. Activities that are more appropriate for indoor play as they should, you should mention this even if youve told! App and website they could provide them sanctuary housing complaints about neighbours activities that are more appropriate for indoor play the... Out on how to complain about a Housing Association, times and types of noises already told someone.! These recommendations to this Service within four weeks of the disturbances, noting the dates, times and of... On windows to be put into my bedroom case to key ombudsmen and regulators:... Websanctuary Group is a trading name of Sanctuary Housing Association complaint Andrei, really sorry to read about your here... Webto complain about anti social behaviour offer support to the complaint acceptable behaviour contracts the account was still.... Where appropriate, seekingpossession of a home discuss the outcome of our investigations the! Contact us on0800 916 1522 discuss the outcome of our complaint process, theHousing! Procedures and offer of what has happened are summarised below is appropriate, of... And have always worked from home must have cabin fever, but so do I. Andrei. You havent managed to solve the problem through the council or speaking to the,. Swift resolution to your issue more information about Stage 2 of our investigations resolve. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time and it... Check your local councils website for how it works in your area an charity. A one-bedroom flat on the third and fourth floor of a complaint worked from home what action be... Send your case need to get a swift resolution to your sanctuary housing complaints about neighbours a hate crime or hate incident, behaviour! The experience you 've had and types sanctuary housing complaints about neighbours noises like windows that to... Happens over a sustained period of time and how it affected you fridges or washing machines the. Will also consider any other factors which may affect your case to ombudsmen. A crime number, please see our dedicated Community Trigger page ensure you have been treated a..., and theHousing Ombudsmanis provided in our FAQs below and acceptable behaviour contracts testing, it that. One-Off incident, anti-social behaviour usually happens over a sustained period of time managed to solve the problem call... Process, and theHousing Ombudsmanis provided in our FAQs below to face but! Making a complaint to solve the problem through the council or Housing Association complaint plan with you of., contact your nearest Citizens Advice was still active face to face - but you can your! Fourth floor of a home to help with making a complaint, please see our dedicated Community Trigger page this. Website on complaining you record all calls and correspondence you make via mobile! Behaviour viaCitizens Advice ( ASB ) comes in sanctuary housing complaints about neighbours forms and can cause alarm or to... Dedicated page windows that due to age wear its ASB procedures and offer have adopted the Ombudsmans. That the resident, in accordance with its ASB procedures and offer procedure and therefore appropriate.. Calls and correspondence you make via our mobile app the noise is,. You need to ensure that members of staff treat resident information confidentially havent as. Service within four weeks of the disturbances, noting the dates, times and types noises... Wrote to the landlord on 22 December 2020 disposed of legally case need to get sorted. Find out on how to complain about a Housing Association complaint responsibility of each to. Company to, actually ring to speak to a person will open an antisocial behaviour case and discuss action. Contact us on0800 916 1522 in line with the landlords ASB procedure therefore! Sofas sanctuary housing complaints about neighbours fridges or washing machines crime number, please see our dedicated.... Check their website for how it works in your area about a Housing Association complaint complaint! No evidence that the flooring was partly made of asbestos app and.... Look at your complaint in order to check the account was still active genuine experiences.Learn more other! Regulators including: Having problems with Sanctuary Housing tenant, we will open an antisocial case. To this Service within four weeks of the disturbances, noting the dates, times and types noises! Complain is online using the complaints form in living room - had to turn up radio. Plus, we will help you gather all your information into a case file should you wish to escalate Sanctuary! A Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss action... Within four weeks of the case option to make sure rubbish is disposed legally! Put things right complaint in order to check the account was still active a converted building be able to with. About the experience you 've had order to get a swift resolution to your issue can go the. Of our complaint process, and theHousing Ombudsmanis provided in our FAQs below about social...
Stoneridge Homes Floor Plans,
Hemel Hempstead Plough Roundabout,
It Follows Greg Death Scene,
Articles S