sanctuary housing complaints about neighbourssanctuary housing complaints about neighbours

potential criminal behaviour. 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. 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. 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. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. 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. I wouldnt bother to pay the prices for the housing! You don't need to wait until the end. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. For information on Domestic Abuse, please see our dedicated page. 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. 9.15am-5.15pm: Mon, Thurs, Fri Best and worst companies at resolving issues. Take 3 minutes to tell us if you found what you needed on our website. Funny how only the employee gets a reply!!! You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. statement, it was reasonable that the landlord decided it was not able to process a refund. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. Good morning, sorry to read about the experience you've had. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. 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: We use cookies to improve your experience of our website. Consumer guides, newsletters, surveys and more! 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. 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. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? Many thanks. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. The procedure requires the landlord to: contact and interview victims within five working days, agree an action plan to investigate ASB by interviewing the alleged perpetrator (within 10 working days), asking the victim to complete diary sheets and liaising with other investigators such as the Police, consider the positive effects that support might have on perpetrators, particularly in cases that involve drug abuse, use informal measures such as mediation, tenancy support, verbal/written warnings and acceptable behaviour contracts with formal legal action a last resort. But you need to work. 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). The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. Advice can vary depending on where you live. 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. info@housing-ombudsman.org.uk. 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 14 January 2021 and said that there had been no decisive conclusion to her complaint. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. For example, 22 June - dogs barking from 10:15am to 12:35pm. 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. 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. 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. 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. If someone is violent towards you, makes threats of violence, is verbally abusive or is harassing you, contact the police immediately on 999, or on 101 in a non-emergency. 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. | Read 81-100 Reviews out of 292 were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. That leaves it up to them, Ms. Gottsman said. it would consider appropriate measures to any reports from the resident of banging doors or fumes. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. 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. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. Anyone can write a Trustpilot review. 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. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. 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. All rights reserved. This one is obvious. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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. Here are 8 tips for writing great reviews. 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. All Rights Reserved. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 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. 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 Ombudsman considers complaints about how a landlord has responded to reports of a problem. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. 2023 Trustpilot, Inc. All rights reserved. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. These are not incompatible, so long as the adults deal with the noise. Only talk to your neighbour if you feel safe and comfortable. They'll help you decide what to do next. Chamber Court, Castle Street Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. If you rent from a housing association, you could ask them about finding a mediator. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. We use cookies to ensure that we provide you with the best possible experience on our website. Resolver is free. We want to make it easy for you to tell us if you are unhappy with something. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. You may change your settings at any time or accept the default settings. 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. Contact you to discuss the outcome of our investigations. 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. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Big thanks! 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. View our cookie policy here. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Hi Andrei, really sorry to read about your experience here. 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. Tell your neighbour how their behaviour is affecting you and what would help. 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 summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. Take 3 minutes to tell us if you found what you needed on our website. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. 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. 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. Theres no jargon in our rights guides. Advice for people affected by child abuse. The resident made a report on 1 December 2019 of cigarette smells entering her flat. To report a non-urgent repair, please use our online report a repair form. 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. Weve helped millions of people find a resolution. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 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. Voice your opinion today and hear what 321 customers have already said. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. Slow response , lucky to finally receive answer after a while . This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. View Sanctuary Housing Association complaints contact details. In this case you canlet us know about the problem onlineor call us on0800 916 1522. The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. The 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 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Include what happened, the length of time and how it affected you. Probably the worst housing association ever. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. 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. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Make a complaint about anti-social behaviour, Make a complaint about something Sanctuary has done wrong, Self-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), Slavery and human trafficking statement (PDF 138KB). It confirmed the complaint was closed. You can make a complaint if: You live in one of our care homes You will be fobbed of with an email. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Instead, theyre full of the info you need to get things sorted. Its a good idea to ask your council if they can help you find a mediator - they might help even if youre not a council tenant. If the problem affects other neighbours, involve them as well. 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. 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. There are some things that we wont be able to investigate through our formal complaints procedure. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. Read what we're saying about a range of issues. 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. Clarion Housing. Do you agree with Sanctuary's TrustScore? It goes against our guidelines to offer incentives for reviews. 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. 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. Investigations are often complicated and it is important that the officer looks into these very carefully. Well always be on hand with guidance and support to help you get the results youre looking for. Listen to your neighbour and see if you can reach a compromise together. I know they must have cabin fever, but so do I. 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! What does it mean to have power of attorney? Need replacing. It responds to complaints within 10 Turn it down. 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. 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. We have adopted the Housing Ombudsmans definition of a complaint. This results in missed deliveries of essential supplies and carers stuck outside the building. 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. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. You can check what to do if youve experienced a hate crime or incident. 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. The landlord responded to the resident on 31 December 2020. a scheme that offers short-term accommodation for adults with support needs. She advised that she would provide a bank statement. What are the rules about parking near your home? 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. I recommend them to anyone who mentions complaining!! The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. If you still need help, you can look for a mediator on GOV.UK. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Let us know, Copyright 2023 Citizens Advice. Outside the building make via our app and website that it spoke to the landlord that... 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