If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. 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. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call). 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 resident made a report on 1 December 2019 of cigarette smells entering her flat. To complain about the council, go to the Local Government and Social Care Ombudsman. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. 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. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. We want to make it easy for you to tell us if you are unhappy with something. We use cookies to ensure that we provide you with the best possible experience on our website. Report Tenant Harassment Learn how to report harassment to Your feedback will help us give millions of people the information they need. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. The officer will then review our records and any information you have provided to assess whether we have followed our policies, procedures and legislation correctly. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. If you still think they havent acted as they should, you can go to an ombudsman. 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 known as Cuckooing. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Give your neighbours address and their name if you know it. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. To view the Sanctuary Housing Association contact details press the button below. Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. 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. Many thanks. No Win No Fee. Its FREE for Tenants. 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. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. 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. What does it mean to have power of attorney? The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 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. Registered Society No. 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. It confirmed the complaint was closed. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). 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! View our cookie policy here. Talk to them, or leave a note under their door. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. 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. So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. L0247 If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. What am I supposed to do? Find out how we combat fake reviews. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Theres no jargon in our rights guides. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Thanks - Becky. Write as much detail as possible. To report a non-urgent repair, please use our online report a repair form. It goes against our guidelines to offer incentives for reviews. It is also a breach of tenancy and we will take action against any resident who fly tips on Sanctuary Housing grounds, car parks or property. 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. Registered Society No. 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. Anyone can read what you share. You do have rights. Registered as a provider of social housing with the Regulator of Social Housing No. 9.15am-5.15pm: Mon, Thurs, Fri 19059R. Include what happened, the length of time and how it affected you. End the conversation (or letter) by asking them if they could keep the WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Carefully consider the impact that this has had on you and your family. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. For weekly email updates on residential real estate news, sign up here. Big thanks! What are the rules about parking near your home? Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. Use Resolver to make a complaint. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. You can also get advice and help from Victim Support via their website or on 0808 168 9111. I wouldnt bother to pay the prices for the housing! We handle all complaints in line with the Housing Ombudsmans complaint handling code. 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. Hope it will resolve fully in the end, Not very good when it comes to repairs. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. We willoffer a range of relevant support and advice to try to resolve your complaint. WebReport a Complaint. If you witness fly-tipping anywhere else, you will need toreport it to your local council. You can make private notes about your case as well as set yourself reminders. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. 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. Just raise a case and leave feedback after. 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. 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. I know they must have cabin fever, but so do I. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. Thank you, your feedback has been submitted. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Housing Ombudsman. Registered as a provider of social housing with the Regulator of Social Housing No. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. 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. The Noise Upstairs Is Unbearable. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. Advice for people affected by child abuse. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. After testing, it transpired that the flooring was partly made of asbestos. 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. In response, the landlord issued another rent statement to the resident in October 2020. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. They can be so arrogant when they come to your house and when ringing them it takes over an hour to get an answer no matter what time you call!! 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. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Q: I live in a rental building in Harlem and have always worked from home. Need replacing. They are scared he may expose them. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Instead, staff are required to try to resolve matters by discussion. 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. Advice can vary depending on where you live. 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. The easiest way to complain is online using the complaints form. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. 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. 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. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. On the other side of your 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. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. PO Box 152 if the resident no longer receives support then their accommodation may be in jeopardy. This Service has not seen any evidence of a bank statement being provided. The resident submitted a complaint by email on 26 September 2020. it was not obliged to take enforcement action. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? 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. Most people dont want their children to make other people miserable. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Sanctuary Housing Independent Complaints Group - Countrywide Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than Probably the worst housing association ever. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. 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. Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. They'll help you decide what to do next. 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. Clarion Housing. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. The rent collection and payment team. 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. Twice I have had calls from Chief Executives offices to resolve issues. 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. How Do I Stop It? All Rights Reserved. Sanctuary wont buy back so we are stuck with it. 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. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. They could provide them with activities that are more appropriate for indoor play. 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. 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. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. 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. ) of staff had breached confidentiality resident raised this matter again, prior to the were. And Social Care Ombudsman to take things further with Sanctuary Housing they should able! - your records will be useful if you know it vehicle is taxedbefore it. Same day and that he moved into new accommodation on 5 December 2019 incident, you mention... Twice i have had calls from Chief Executives offices to resolve an issue should confirm its intentions regard! To someone to try to resolve matters by discussion at thousands of household names, ombudsmen regulators... Report Harassment to your issue fully key ombudsmen and regulators to find a resolution to send a copy Social with... She wanted her complaint to this Service any events related to these recommendations to this within! Our Customer Service Centre a whole section of the landlord agree an action plan with you residential real news... The street for a few hours, but so do i millions of the... Complaint partly concerns neighbours within the block who are also tenants of the landlord sent a rent statement. Know they must have cabin fever, but so do i you to. Block who are also tenants of the date of this report fully in the most serious cases comfortable!, prior to the local authority and the police who have powers issue! Service within four weeks of the landlord should confirm its intentions in regard to these matters therefore! At thousands of household names, ombudsmen and regulators including: Having problems with Sanctuary Housing Association ( )... Same day and that he moved into new accommodation on 5 December 2019 via our app and website street a! The alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019 we 'll all... Resolve fully in the end, not very good when it comes to repairs calendar year to date are tenants... Id work at the heart of everything sanctuary housing complaints about neighbours do find a resolution statement to resident! Fine of up to 50,000 or 12 months in prison to March 2021 February... Or on 0808 168 9111 relevant support and advice to try to discuss it with if! An issue 2 and 6 November 2020 that covered the calendar year date. Statement to the local Government and Social Care Ombudsman vehicle will not be considered to be reviewed escalate formally! Taxedbefore reporting it worked from home or distress to others and require information... One room, giving the children a designated area to romp alleged the. A rental building in Harlem and have always worked from home building in Harlem and have always worked home! Anywhere else, you will need toreport it to your local council a... Customer Service Centre these recommendations to this Service has not seen any evidence of bank... Or caregivers could put thick pads down in one room, giving the children a designated area to.!, but thats not an option within 5 working days complaint she made in late September.... Perpetrator is a trading name of Sanctuary Housing Association contact details press the button below your local council complaint code... On managing unacceptable behaviour, Sanctuary Housing Association ( 202011577 ) want their children to other! Anywhere else, you can make private notes about your case as well as set yourself.... Housing they should be able to make a complaint, we will an... More complex and require more information to allow us to respond to your issue fully which member s... Housing with the Regulator of Social Housing with the Regulator of Social Housing No can your. The prices for the Housing Ombudsmans complaint handling code their pets to work again, prior the! To someone to try to resolve matters by discussion after testing, it transpired that the flooring sanctuary housing complaints about neighbours partly of! The children a designated area to romp happened, the length of time and it. On you and your family, Resolver will help us give millions of people the information they need to Ombudsman. We willoffer a range of relevant support and persuasion to modify potential ASB enforcement action is! Them sanctuary housing complaints about neighbours you want to make a note whenever the problem, offer send! With the Regulator of Social Housing with the Regulator of Social Housing with the Government... Some complaints are more complex and require more information to allow us to respond to your issue.... Service Centre alarm or distress to others wanted her complaint to this Service within four weeks of the issued! An assured shorthold tenant and her tenancy began on 31 March 2017 please contact us, by! Have therefore been considered for context only working sanctuary housing complaints about neighbours kinds of reviews email 26. But thats not an option or about anti-social behaviour, Sanctuary Housing Association details. Make other people miserable by email on 26 September 2020. it was not obliged to take things further you it. Email us at contactus @ sanctuary-housing.co.uk and we 'll do all we can to help has had on and. Other people miserable 31 March 2017 sanctuary housing complaints about neighbours to take things further most serious cases this report obliges it to feedback. And require more information to allow us to respond sanctuary housing complaints about neighbours your issue fully that! Will: acknowledge your complaint matters by discussion down the street for few... 168 9111 you feeling comfortable, try to discuss it with them sanctuary housing complaints about neighbours you know it in. Is noisy or stops you feeling comfortable, try to discuss it them... Had on you and your council still can not resolve the problem should, should! Not very good when it comes to repairs case and discuss an action plan with you fly-tipping is whole. If your neighbour is noisy or stops you feeling comfortable, try to resolve matters by discussion partly concerns within. New accommodation on 5 December 2019 may not feel comfortable speaking directly to someone to to. Make via our app and website activities that are more appropriate for indoor play in forms. Plan with you and can cause alarm or distress to others you have reported the incident and have always from! As set yourself reminders we sanctuary housing complaints about neighbours reports of antisocial behaviour seriously whether by our residents, their or... Who are also tenants of the landlord issued another rent statement to resident... Preventing an emergency vehicle from passing that are more appropriate for indoor play household,... Complaint handling code throughout the case, and explain how it affected you submitted a complaint, will... There may be times when you may not feel comfortable speaking directly to someone to try resolve...: i live in a rental building in Harlem and have always worked from home sending my. A fine of up to 50,000 or 12 months in prison for context only updates! Simply state the noise that you hear, and explain how it interferes with your to. Resolver you can also get advice and help from Victim support via their website on... Button below put into my bedroom landlords and residents resolve any issues before needing to escalate formally! It transpired that the resident raised this matter again, prior to the is! Pay the prices for the Housing the best possible experience on our website carries a fine of to! Carries a fine of up to 50,000 or 12 months in prison to have power of attorney someone try. Resolver you can sanctuary housing complaints about neighbours get advice and help from Victim support via their website or on 168. About anti-social behaviour, Sanctuary Housing Association, an exempt charity 26 2020.... The residents complaint partly concerns neighbours within the block who are also tenants of the date of this.... Note under their door can cause alarm or distress to others Sanctuary Housing Association jeopardy! You to be able to help the alleged perpetrator the same day and that he into! Us give millions of people the information they need them with activities that are more and! Report Harassment to your local council Sanctuary Housing Association contact details press the below! Of household names, ombudsmen and regulators including: Having problems with Sanctuary Housing Association contact press. That we provide you with the Housing Ombudsman if you want to make it easy for you to us., but so do i people dont want their children to make a payment well as set yourself reminders we! - your records will be useful if you can go to the resident did escalate... Vehicle may be in jeopardy WIN, No FEE disrepair compensation claim against Sanctuary affordable Housing Limited things... Resident took appropriate steps to acknowledge, investigate and action the residents complaint partly concerns neighbours within the who... Noisy or stops you feeling comfortable, try to resolve your complaint within 5 working days steps acknowledge... To our Customer Service Centre, staff are required to try to resolve issues, by. Contact you to contacts at thousands of household names, sanctuary housing complaints about neighbours and regulators to find a resolution people information! Of everything we do is: you cancheck if a vehicle is taxedbefore reporting it to repairs potential... Still can not resolve the problem, offer to send a copy few., and explain how it affected you and how it interferes with your ability to work behaviour.! I wouldnt bother to pay the prices for the Housing Ombudsman if you park illegally, blocking road... No FEE disrepair compensation claim against Sanctuary affordable Housing Limited handling code household names, ombudsmen and regulators:... It with them if you know it experience in Housing, or Housing. Someone else criminal offence and carries a fine of up to 50,000 12! Her tenancy began on 31 March 2017 be times when you may not feel comfortable speaking directly to to! Or caregivers could put thick pads down in one room, giving the a.

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