sanctuary housing complaints about neighbours
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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. Registered as a provider of social housing with the Regulator of Social Housing No. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. It confirmed the complaint was closed. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. There is a whole section of the website dedicated to supporting residents. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. these issues had impacted her physical and mental health. A separate support agreement dated 14 April 2017 says that: the landlord will appoint a key worker who will work with the resident to assess support needs, identify plans to be achieved and agree regular meetings with the resident to review this plan; in turn, the resident must agree to work with the key worker, the landlord will ensure that personal information about the resident is kept confidential to the staff team and their managers who work with the resident. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. It offered a breakdown as to how it had reached this calculation. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust Hope it will resolve fully in the end, Not very good when it comes to repairs. 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. To report a non-urgent repair, please use our online report a repair form. This Service has not been provided with a copy of the neighbours tenancy The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Draughts coming through windows, mould everywhere and damp which ruins Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. The resident wrote to the landlord on 22 December 2020. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. But you need to work. 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. The rent collection and payment team. The only number that picks up the phone. 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. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. . WebDont waste your time. 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. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You can also get advice and help from Victim Support via their website or on 0808 168 9111. 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). Instead, staff are required to try to resolve matters by discussion. Consumer guides, newsletters, surveys and more! Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. We use dedicated people and clever technology to safeguard our platform. View Sanctuary Housing Association complaints contact details. End the conversation (or letter) by asking them if they could keep the volume down. 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 Look fairly and honestly at the concerns that you have raised. Thanks to @paullewismoney for pointing out this very useful new website on complaining. Absolutely. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue. 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. Uncontrolled copy if printed. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. 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. Take 3 minutes to tell us if you found what you needed on our website. We use cookies to ensure that we provide you with the best possible experience on our website. Listen to your neighbour and see if you can reach a compromise together. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. This could include warning letters and acceptable behaviour contracts. These are: You can find more information about antisocial behaviour viaCitizens Advice. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). If you still need help, you can look for a mediator on GOV.UK. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. I recommend them to anyone who mentions complaining!! 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 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. 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. Investigate your complaint thoroughly to ensure that we fully understand your complaint It also advised that housing benefit is paid four weeks in arrears but, as the residents tenancy agreement requires her to pay rent in advance, she effectively needs to be four weeks in rent credit at the time housing benefit is paid into her account. 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. info@housing-ombudsman.org.uk. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Sanctuary. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. Simple! We handle all complaints in line with the Housing Ombudsmans complaint handling code. 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. It is the responsibility of each resident to make sure rubbish is disposed of legally. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. 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. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. And 10 years for my front door to be fixed properly YES ten years!! Loud enough to hear in living room - had to turn up my radio. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). Its FREE for Tenants. Thanks - Becky. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. WebJoin the 321 people who've already reviewed Sanctuary. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. Best and worst companies at resolving issues. 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. it was not obliged to take enforcement action. 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. In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. I've popped you over a message (via TrustPilot) to ask for more info. You can be certain that youre talking to the right person at the right time. We have adopted the Housing Ombudsmans definition of a complaint. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Your experience can help others make better choices. We will deal with the situation sensitively and explain what action can be taken. 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. 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. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. 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. 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. My repairs were eventually done after a two month wait, and very little information as to what was happening. In this case you, Report the issue to us using our online form below, Decide whether it is antisocial behaviour and then prioritise it depending on its nature and how it is affecting you, Ask you for as much detail as possible to make sure that we fully understand the issue and the impact its having on you. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. Approach it in a manner which makes them feel that this is a request to collaborate as opposed to a demand, said Diane Gottsman, an etiquette expert. Worse thing we ever did was to part buy a flat from Sanctuary. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. 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. Hi Andrei, really sorry to read about your experience here. Follow us on Twitter: @nytrealestate. 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. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. 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. 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. 1000 we pay yearly already. Is there anything wrong with this page? 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 see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. 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. 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. 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. You can ask them to the residents rent refund request when the account you cancheck a... The conversation ( or letter ) by asking them if they could the! 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