Well always be on hand with guidance and support to help you get the results youre looking for. 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. 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. Thank you. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. 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. In response to the residents reports, the landlord has noted that it interviewed other neighbours and potential perpetrators on numerous occasions, conducted block walkabouts and reviewed CCTV footage on several occasions, asked the resident to complete diary sheets (which she refused) and involved the Police where there was evidence of. 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. Slow response , lucky to finally receive answer after a while . Find out how we combat fake reviews. Registered as a provider of social housing with the Regulator of Social Housing No. 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 Weve helped millions of people find a resolution. Here is a summary of privacy when using this chat. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. 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. 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. DO NOT TOUCH WITH A BARGE POLE!!!!! Talk to them, or leave a note under their door. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. 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. 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. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. For example, take a photo of rubbish thats been dumped in your garden. 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. It responds to complaints within 10 Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. View Sanctuary Housing Association complaints contact details. If not, it must be reported to the local council. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 You report something like windows that due to age wear. For information on Domestic Abuse, please see our dedicated page. Absolutely. 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. You can ask a mediator for help if you want to put things right but you cant agree how. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. Is there anything wrong with this page? 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. Thanks - Becky. Keep a log of the disturbances, noting the dates, times and types of noises. 19059R. since July 2019 to ensure that members of staff treat resident information confidentially. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. 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. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. I wouldnt bother to pay the prices for the housing! Worcester, Worcestershire Chamber Court, Castle Street I can't thank resolver enough. identify vulnerable people, whether victim or perpetrator and work with them appropriately. 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. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. I recommend them to anyone who mentions complaining!! 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). Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. WR1 3ZQ. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. To find out more, you canvisit the Housing Ombudsman website. resident in order to check the account was still 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. Telephone: 0300 111 3000. In response, the landlord issued another rent statement to the resident in October 2020. I know they must have cabin fever, but so do I. 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. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust Contact you to discuss the outcome of our investigations. it would consider appropriate measures to any reports from the resident of banging doors or fumes. 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 Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Use Resolver to make a complaint. Housing Ombudsman. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. The only number that picks up the phone. 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. Instead, staff are required to try to resolve matters by discussion. Instead, theyre full of the info you need to get things sorted. Take 3 minutes to tell us if you found what you needed on our website. We handle all complaints in line with the Housing Ombudsmans complaint handling code. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. To report a non-urgent repair, please use our online report a repair form. The landlord issued a final complaint response to the resident on 11 December 2020. She advised that she would provide a bank statement. Uncontrolled copy if printed. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Investigate your complaint thoroughly to ensure that we fully understand your complaint We know that sometimes things can go wrong. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? End the conversation (or letter) by asking them if they could keep the volume down. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. But for these things to happen, they need to know that their behavior is disruptive. You don't need to wait until the end. For example, 22 June - dogs barking from 10:15am to 12:35pm. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. We want our neighbourhoods to be safe places for everyone. Probably the worst housing association ever. 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. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. 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