Probably the worst housing association ever. Learn more about Resolver Pro and how to claim your business. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? 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. She advised that she would provide a bank statement. 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 Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 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. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. The resident made a further report of cigarette smoke on 6 October 2020. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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. 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. 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 case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. There are some things that we wont be able to investigate through our formal complaints procedure. The tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. 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. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . 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 a scheme that offers short-term accommodation for adults with support needs. 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. Investigate your complaint thoroughly to ensure that we fully understand your complaint You may not even need to mention the children. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service PO Box 152 Call 999 if the crime is still happening or 101 to report a crime later. 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. But you need to work. 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. Clarion Housing. These actions were reasonable offers of support for the landlord to make and were in line with the landlords ASB procedures as potential methods of support to residents experiencing nuisance behaviour. Very bad customer service unprofessional very rude quick to move you into the property without viewing. We know that sometimes things can go wrong. We offer a variety of ways for you to be able to make a payment. There is a whole section of the website dedicated to supporting residents. Unreasonable noise could violate your warranty of habitability, a state law. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. 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. 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. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. WebDont waste your time. Take 3 minutes to tell us if you found what you needed on our website. In addition, Resolver will help you record all calls and correspondence you make via our app and website. I can't thank resolver enough. 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. Thank you. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Write as much detail as possible. Instead, theyre full of the info you need to get things sorted. 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. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. 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. As a subscriber, you have 10 gift articles to give each month. 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. Join the 314 people who've already reviewed Sanctuary. 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. Companies can ask for reviews via automatic invitations. Chamber Court, Castle Street I wouldnt bother to pay the prices for the housing! We use dedicated people and clever technology to safeguard our platform. 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. You don't need to wait until the end. 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. Thanks - Becky. To find out more, you canvisit the Housing Ombudsman website. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. 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. 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. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. DO NOT TOUCH WITH A BARGE POLE!!!!! 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. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. 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. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. 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. Keep any messages your neighbour sends you and collect evidence if you feel safe to. Now that winter is here, they never seem to go out. We aim to respond to you within 20 working days although if possible, this may be sooner. Worcester, Worcestershire Covid case rate ceiling the worst in Scotland following the outbreak. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. 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. Worcester, Worcestershire Take 3 minutes to tell us if you found what you needed on our website. Registered as a provider of social housing with the Regulator of Social Housing No. You may change your settings at any time or accept the default settings. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Verification can help ensure real people write reviews about real companies. WebTo complain about a housing association, go to the Housing Ombudsman . 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. For information on Hate crime, please see our dedicated page. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. 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. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! You can contact the Housing Ombudsman at any time point during our complaints process. 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. It offered a breakdown as to how it had reached this calculation. During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. L0247 To report a non-urgent repair, please use our online report a repair form. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. Your feedback will help us give millions of people the information they need. 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. info@housing-ombudsman.org.uk. Resolver is free. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Registered Society No. A Black tenant has accused a housing association of racial discrimination after discovering that shes been paying more rent than her white neighbours for a smaller 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. 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! 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. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. They could bundle them up and take them outside to run around. 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 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. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Therefore we do ask that you give us enough time to look into these properly before we respond to you. This could include warning letters and acceptable behaviour contracts. Ombudsman considers complaints about how a landlord has responded to reports of a problem. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. Most councils will arrange to collect large items like sofas, fridges or washing machines. Give your neighbours address and their name if you know it. WebNeighbour nuisance and anti-social behaviour. No Win No Fee. Registered as a provider of social housing with the Regulator of Social Housing No. Tell your neighbour how their behaviour is affecting you and what would help. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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. 19059R. JS who was my housing officer at the time is who i believe is Sanctuary Housing Independent Complaints Group - Countrywide I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. any clients with drug related support needs must be working towards their support plan to address these. Good morning, sorry to read about the experience you've had. More information about Stage 2 can be found in our Complaints FAQs. 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. Slow response , lucky to finally receive answer after a while . You can make a complaint if: You live in one of our care homes WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. WebJoin the 321 people who've already reviewed Sanctuary. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. I've popped you over a message (via TrustPilot) to ask for more info. It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Housing Ombudsman. potential criminal behaviour. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. 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. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. 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