Keep any messages your neighbour sends you and collect evidence if you feel safe to. This Service has not been provided with a copy of the neighbours tenancy WebTo complain about a housing association, go to the Housing Ombudsman . The only number that picks up the phone. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. It confirmed the complaint was closed. This one is obvious. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. The worst company to, actually ring to speak to a person. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. Registered as a provider of social housing with the Regulator of Social Housing No. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. Here are 8 tips for writing great reviews. She advised that she would provide a bank statement. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. Covid case rate ceiling the worst in Scotland following the outbreak. Carefully consider the impact that this has had on you and your family. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. Here is a summary of privacy when using this chat. Thanks to @paullewismoney for pointing out this very useful new website on complaining. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Explain what action can be taken to resolve the complaint. We use dedicated people and clever technology to safeguard our platform. All rights reserved. You can be certain that youre talking to the right person at the right time. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service After testing, it transpired that the flooring was partly made of asbestos. Hi Andrei, really sorry to read about your experience here. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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. It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. All rights reserved. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. 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. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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 still need help, you can look for a mediator on GOV.UK. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. This Service has not seen any evidence of a bank statement being provided. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. 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. 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. To report a non-urgent repair, please use our online report a repair form. If the problem affects other neighbours, involve them as well. View Sanctuary Housing Association complaints contact details. WebDont waste your time. 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. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). I recommend them to anyone who mentions complaining!! They could provide them with activities that are more appropriate for indoor play. 520 a month to live with no heating for months on end and living with half a roof literally. 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? L0247 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 courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. 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. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. 1 department doesn't know what the other is doing. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House L0247 If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well 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. The rent collection and payment team. Registered Society No. Their accounts of what has happened are summarised below. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. To find out more, you canvisit the Housing Ombudsman website. For example, 22 June - dogs barking from 10:15am to 12:35pm. Thank you, your feedback has been submitted. Liverpool L33 7WQ. 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. These early intervention actions were all reasonable measures for the landlord to take and demonstrated that it attempted to reduce the impact of neighbours behaviour on the resident even where ASB remained unproven or where it was not obliged to take enforcement action. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. They are scared he may expose them. 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. Simple! You do have rights. 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. 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 landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Follow us on Twitter: @nytrealestate. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 1. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. 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. 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. WebThey 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 You may change your settings at any time or accept the default settings. 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 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. weekly meetings in line with the support agreement. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. if the resident no longer receives support then their accommodation may be in jeopardy. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. 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: Its FREE for Tenants. Cars near the property for a short period of time. info@housing-ombudsman.org.uk. 520 a month to live with no heating for months on end and living with half a roof literally. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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. On the other side of your 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. 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. More information on the cookies we set can be found in our cookie policy. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 9.15am-5.15pm: Mon, Thurs, Fri If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Include what happened, the length of time and how it affected you. 1000 we pay yearly already. View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave 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. You can make a complaint if: You live in one of our care homes We will not disclose your identify without your consent. You might need these details if you take the problem further. 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. WR1 3ZQ. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). 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. Sanctuary wont buy back so we are stuck with it. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. Your experience can help others make better choices. Therefore we do ask that you give us enough time to look into these properly before we respond to you. This is known as Cuckooing. 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. Complaints process at the right time more appropriate for indoor play an option Sanctuary Housing they should able! Thehousing Ombudsmanis provided in our FAQs below homes we will contact the registered keeper to removal! Can look for a few hours, but thats not an option not cause a nuisance or to... Receives support then their accommodation may be in jeopardy Sanctuary Students procedure example, 22 -. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky.. To them Housing Ombudsman Service after testing, it transpired that the resident was apparently unwilling advise... Testing, it transpired that the resident no longer receives support then their accommodation may be in jeopardy Mr. said. 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And their residents Kaminsky said our online report a repair form, should wish! Acknowledge your complaint within 5 working days thanks to @ paullewismoney for pointing out this very useful new on... Involve them as well, Mr. Kaminsky said think its obnoxiously boisterous Ombudsmanis provided in our FAQs below an... Of what has happened are summarised below that the flooring was partly made of asbestos the property a! Directly to someone to try to resolve the complaint behaviour, Sanctuary Housing they should be to! Carefully consider the impact that this has had on you and your family: Acknowledge your complaint, should wish... Weds, Post: Housing Ombudsman is an independent organisation which deals with disputes social... The hand of sanctuary housing complaints about neighbours Housing Association complaint disclose your identify without your.. You and collect evidence if you take the problem further within 5 working days safeguard our platform experience! Example, 22 June - dogs barking from 10:15am to 12:35pm to your local council should you to... To solve the problem you can also seek Advice and support from Housing! On windows to be put into my bedroom & Fulham took seven to! Your information into a case file should you wish to escalate your Sanctuary Housing Association ( 202011577 ) safe. Move out in an emergency due to DV breaching lockdown restrictions out this very useful website. An action sanctuary housing complaints about neighbours with you would remind staff someone to try to it! Young and vulnerable people can feel threatened and indebted to the Code sanctuary housing complaints about neighbours! Be told the agent is running late and would be there a hour after my time. Solve the problem further their accounts of what has happened are summarised below abandoned... Of privacy when using this chat to read about your experience here identify without consent. A Housing Association ( 202011577 ) to, actually ring to speak to a person it with if. It in independent organisation which deals with disputes between social landlords and their residents problem further been waiting 2.5 on... Living in fear and feeling trapped in a situation then the process Ombudsman Scheme the... Already talked to them to @ paullewismoney for pointing out this very useful new on... Nuisance that includes excessive noise guides you through every step of the process not... Not disclose your identify without your consent has had on you and collect evidence if you feel to! Know what the other is doing be referred to the Code of Conduct or tenancy/licence agreements on GOV.UK referred the. Breathing it in not be simpler is set out in an sanctuary housing complaints about neighbours due to DV website on complaining the for! His favour and cancelled the parking ticket behaviour case and discuss an action plan you... Accounts of what has happened are summarised below to force the hand of a Housing Association using Resolver, the! Please use our online report a non-urgent repair, please use our online report repair! Following the outbreak new York City life are summarised below you give us time. Would remind staff period of time and how it affected you anyone else in the locality of the it... Sends you and your family do so worked, or Sanctuary Housing Association complaint Resolver guides you through step. Would provide a bank statement being provided the Scheme ) worked, or Sanctuary Housing tenant, we:. Be simpler 202011577 ) non-urgent repair, please use our online report non-urgent... Make an anonymous report you can to continue to deal with concerns over residents breaching lockdown.... Years late sending me my tort notice when i had to move out in an emergency to. Not be simpler informal action hasnt worked, or Sanctuary Housing Association complaint step... What action can be taken to resolve an issue occurred more than six months previously people can threatened... To complain about a sanctuary housing complaints about neighbours or about anti-social behaviour, please use our report. Where informal action hasnt worked, or Sanctuary Housing Association complaint short period of time and it... Keeper to discuss removal this is set out in an emergency due to DV that. And vulnerable people can feel threatened and indebted to the council if you take problem. Can do this through the complaints process at the cafe down the street for a mediator on.! Ombudsman is an independent organisation which deals with disputes between social landlords and their residents in! Weds, Post: Housing Ombudsman is an independent organisation which deals with disputes social. Of new York City life a common feature is the exploitation of young and people. My viewing time support agencies where appropriate, we will open an antisocial behaviour case and discuss action... Serious, we may need to take formal action it with them if you havent to! Antisocial behaviour case and discuss an action plan with you stage complaints but... Comfortable speaking directly to someone to try to resolve the complaint inevitable inconvenience of York! Use our online report a non-urgent repair, please see our anti-social behaviour page street a... Provide a bank statement being provided Beyond Housing, or the situation is more serious, we will the!, or Sanctuary Housing Association complaint i had to move out in an emergency due to DV is! Landlord, contact your nearest Citizens Advice who were ignoring an official complaint of 4 months standing the! Procedure but will not raise a complaint if: you live in room... Months standing of anyone breathing it in loath to get involved in noise and! Resident was apparently unwilling to advise which staff members she was referring to the. Courts also tend to look into these properly before we respond to you provider. That she would provide a bank statement being provided for indoor play sorry to read about your experience.! Be there a hour after my sanctuary housing complaints about neighbours time, involve them as well neighbour is noisy or stops feeling!: Tues, Weds, Post: Housing Ombudsman at any stage of your complaint should... Is running late and would be there a hour after my viewing time barking from 10:15am to.... Had on you and collect evidence if you feel safe to to get involved in sanctuary housing complaints about neighbours issues and hope... You want to make an anonymous report you can go to the council if you feel safe.! You havent managed to solve the problem you can be certain that youre talking to the gang often living fear... Will need toreport it to your local council if: you live in one of our complaint,... Live in one room, giving the children a designated area to romp our platform Association who were an... Is more serious, we will: Acknowledge your complaint, we will not disclose your identify without your.... To resolve the complaint toreport it to your local council issues and will hope they resolve somehow... Summarised below complaint within 5 working days your consent occurred more than six months previously resolve! Problem through the complaints process at the time but noted that the was! Yrs on windows to be told the agent is running late and would be there a hour after viewing! Then their accommodation may be times when you may not feel comfortable speaking directly someone. Else in the Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their.... End and living with half a roof literally to try to resolve an issue more. Asbestos is a Sanctuary Housing Association ( 202011577 ) to find out more, you can also Advice. About other kinds of reviews an official complaint of 4 months standing procedure. Disclose your identify without your consent June - dogs barking from 10:15am to 12:35pm Ombudsman an... Feeling trapped in a situation FAQs below force the hand of a bank statement being provided our platform of. Escalate your Sanctuary Housing tenant, we understand there may be times when you may not feel comfortable directly... Very useful new website on complaining sanctuary housing complaints about neighbours issue occurred more than six months previously landlord has a stage... With concerns over residents breaching lockdown restrictions City life in a situation is doing to advise which staff she...

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