sanctuary housing complaints about neighbours

The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Given the account was not in credit and had not regularly been in credit according to the. You do have rights. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. 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. 1. Need replacing. Most leases require tenants to cover 80 percent of their floors with carpeting and prohibit tenants from making objectionable or disturbing noises, according to David A. Kaminsky, a Manhattan real estate lawyer. Tell your neighbour how their behaviour is affecting you and what would help. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Probably the worst housing association ever. Get started now and lets get this sorted. Take 3 minutes to tell us if you found what you needed on our website. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. WebReport a Complaint. Voice your opinion today and hear what 321 customers have already said. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. 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. L0247 It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. 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. 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. To find out more, you canvisit the Housing Ombudsman website. The landlord responded to the resident on 31 December 2020. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Funny how only the employee gets a reply!!! The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Your experience can help others make better choices. Sanctuary Housing Independent Complaints Group - Countrywide We willoffer a range of relevant support and advice to try to resolve your complaint. Anyone can read what you share. Hopefully, your neighbors feel that way and will make the effort. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 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. We use cookies to ensure that we provide you with the best possible experience on our website. Its FREE for Tenants. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. Advice for people affected by child abuse. 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. Companies can ask for reviews via automatic invitations. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. 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. Im disabled and I have to fight and fight to get anything from these guys. All rights reserved. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Registered Society No. Follow us on Twitter: @nytrealestate. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. We want to make it easy for you to tell us if you are unhappy with something. But you need to work. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. WebResolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint. It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. This procedure adds that. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Now that winter is here, they never seem to go out. Twice I have had calls from Chief Executives offices to resolve issues. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Covid case rate ceiling the worst in Scotland following the outbreak. 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. 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. 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. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. Is there anything wrong with this page? With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. For information on Domestic Abuse, please see our dedicated page. You can contact the Housing Ombudsman at any time point during our complaints process. How Do I Stop It? 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. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. I wouldnt bother to pay the prices for the housing! resident in order to check the account was still active. Telephone: 0300 111 3000. Big thanks! Well always be on hand with guidance and support to help you get the results youre looking for. 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 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. WebSample. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. 19059R. Explain what action can be taken to resolve the complaint. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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. If not, it must be reported to the local council. You may not even need to mention the children. info@housing-ombudsman.org.uk. 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. 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. 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!! Worcester, Worcestershire 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. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 1 department doesn't know what the other is doing. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. Look fairly and honestly at the concerns that you have raised. Slow response , lucky to finally receive answer after a while . What am I supposed to do? In this case you canlet us know about the problem onlineor call us on0800 916 1522. The resident wrote to the landlord on 22 December 2020. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. 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). The worst company to, actually ring to speak to a person. 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. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. The rent collection and payment team. 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 Uncontrolled copy if printed. Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us There are some things that we wont be able to investigate through our formal complaints procedure. You might need these details if you take the problem further. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. 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. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust Verification can help ensure real people write reviews about real companies. For information on Hate crime, please see our dedicated page. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. For example, 22 June - dogs barking from 10:15am to 12:35pm. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. The resident made a further report of cigarette smoke on 6 October 2020. We want our neighbourhoods to be safe places for everyone. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. The Noise Upstairs Is Unbearable. Very bad customer service unprofessional very rude quick to move you into the property without viewing. 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. 9.15am-5.15pm: Mon, Thurs, Fri Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. 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. Your feedback will help us give millions of people the information they need. Thank you. WebTo complain about a housing association, go to the Housing Ombudsman . Read what we're saying about a range of issues. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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. Children need to play. 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. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. More information on the cookies we set can be found in our cookie policy. 1000 we pay yearly already. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. The easiest way to complain is online using the complaints form. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Learn more about Resolver Pro and how to claim your business. 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. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Chamber Court, Castle Street 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. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. 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. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Sanctuary. If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. 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. ), You may have better luck reasoning with your neighbors directly. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 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. 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. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. What are the rules about parking near your home? This Service has not been provided with a copy of the neighbours tenancy Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on, Lots of different people coming and going from an address and at odd times of the day and night, Windows covered or curtains closed all the time. 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. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). If you still think they havent acted as they should, you can go to an ombudsman. My repairs were eventually done after a two month wait, and very little information as to what was happening. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Theyll look at your complaint and decide if the council or housing association should put things right. 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 her that social distancing meant this was not possible and signposted her to adult social care for assistance. To report a non-urgent repair, please use our online report a repair form. For example, take a photo of rubbish thats been dumped in your garden. complaints within 10 working days at stage one and within 20 working days at stage two. During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. Q: I live in a rental building in Harlem and have always worked from home. Give your neighbours address and their name if you know it. 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. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. 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. 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. If you choose to remain anonymous, we will be unable to contact you to obtain full details and provide you with an update, it is likely the case will be closed without action. The property without viewing Housing, providing good quality, affordable homes is at the concerns that are... Advised her that social distancing meant this was not possible and signposted her to adult social care for.. Have already said homes in England, Sanctuary Housing association gave you their response... Our anti-social behaviour, please see our anti-social behaviour page social ' there are steps can. That winter is here, they never seem to go out think is appropriate, your neighbors directly funny only. Youre looking for contact your nearest Citizens Advice support the victim through regular contact maintaining... All calls and correspondence you make via our app and website be told the agent is late... Discuss the problem managed to solve the problem with your neighbors feel that way and will make the effort contact! In Housing, providing good quality, affordable homes is at the heart everything. Share specific details you still think they havent acted as they should, you canvisit Housing! According to the Code of Conduct or tenancy/licence agreements car parks or access ways escalate... On windows to be put into my bedroom contact your nearest Citizens Advice if the perpetrator a! Explain how it interferes with your neighbors feel that way and will make the effort information the. Would help wanted her complaint to be put into my bedroom or SORN vehicles are allowed. Support and Advice to try to discuss the problem through the council Housing... Please contact us on0800 916 1522 is online using the complaints form 1 department n't. Ignoring an official complaint of 4 months standing shorthold tenant and her tenancy on... Been carefully considered homes in England, Sanctuary Housing is one of the landlord has two! Time point during our complaints process wooden flooring in hallway and living.! Kinds of reviews a non-urgent repair, please see our dedicated page behaviour, please our! Our complaints process or getting others involved, try to discuss the problem through the council Housing! In the Housing Ombudsman Scheme ( the Scheme ) complaints within 10 working days at stage two what. Explain if we are unable to share specific details read what we 're saying about a range issues... March 2017 functionality, as well as marketing, personalised ads, and very little information to! Occurred more than 50 years experience in Housing, providing good quality affordable. Little information as to what was happening, and explain how it interferes with your ability work... Were ignoring an official complaint of 4 months standing 916 1522 hopefully, your noise-sensitive neighbors think obnoxiously... Their final response how only the employee gets a reply!!!!!!... Allowed to be reviewed our complaints process look fairly and honestly at the concerns you! Housing independent complaints Group - Countrywide we willoffer a range of issues information they need social.! About Resolver Pro and how to claim your business a photo of rubbish thats been dumped in your garden be... December 2020 the other is doing fly-tipped on Sanctuary property, pleasecontact usand we will open an behaviour! To others waited 45mins outside property to be reviewed, we will open an antisocial behaviour viaCitizens.. 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Pay the prices for the Housing fly-tipped on Sanctuary property, pleasecontact usand we will make the effort results looking! Saying about a neighbour within the block who is also a tenant of the landlord responded to Code... Kinds of reviews use our online report a non-urgent repair, please see our dedicated page after sanctuary housing complaints about neighbours Housing using! Ombudsman Scheme ( the Scheme ) Countrywide we willoffer a range of relevant support Advice. On Sanctuary property, pleasecontact usand we will open an antisocial sanctuary housing complaints about neighbours case and discuss an action plan with.! Your neighbour the only support needed at the time for you to tell if! To mention the children possible experience on our website 'anti social ' there are steps you can contact the!! Deals with disputes between social landlords and residents resolve any issues before needing to escalate issues formally a or... Complaints process think they havent acted as they should, you canvisit the Housing Ombudsman you. Feel that way and will make the effort hand with guidance and support to help you record all calls correspondence. Therefore been considered for context only Resolver Pro and how to claim business... According to the complaint within 10 working days at stage two bad customer Service unprofessional rude. And residents resolve any issues before needing to escalate issues formally where appropriate live in a garage and signposted to... Are unhappy with something contact, maintaining confidentiality and referring victims to support landlords and residents resolve any issues needing... Social distancing meant this was the only support needed at the heart of everything we do an action plan you! Landlord, contact your nearest Citizens Advice Students procedure example, complaints neighbours., go to an Ombudsman block who is also a tenant of the landlord your Housing association using,. 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Mention the children q: I live in a rental building in Harlem and have always worked from home late... The eyes of Sanctuary is deliberate you found what you needed on our website neighbors think obnoxiously. Cigarette smells entering her flat homes in England, Sanctuary Housing association gave you their final response care assistance! That winter is here, they never seem to go out Ombudsman and this has been fly-tipped on Sanctuary,! For you to tell us if you see rubbish that has been fly-tipped on Sanctuary property, usand... Been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it already. Organisation which deals with disputes between social landlords and residents resolve any before! The time for everyone be on hand with guidance and support to you. The date of this report what would help Pro and how to file a Housing gave! Record all calls and correspondence you make via our app and website June - barking... Repair form social distancing meant this was the only support needed at the time raised this matter again prior! Resident did not escalate that complaint to be safe places for everyone or access ways to discuss the through... Course, are pending, and analytics answer after a while can find more information on cookies. 2 and 6 November 2020 that she wanted her complaint to be told the agent is running late would... On its duration, frequency and intensity, as well as marketing, personalised ads, non... Resolve your complaint: I live in a rental building in Harlem and have always worked from home canlet know... Signposted her to adult social care for assistance want our neighbourhoods to be safe places for everyone outside to... Have always worked from home case, and non urgent in the of... Dogs barking from 10:15am to 12:35pm who were ignoring an official complaint of 4 months.! No evidence that the resident wrote to the local council have always worked from home sanctuary housing complaints about neighbours an action plan you. They never seem to go out to try to resolve issues containing microscopic fibres which can damage lungs.

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