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. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 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). Since the start of the pandemic, the family directly above me has been home, too, with two young children. 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. WebJoin the 321 people who've already reviewed Sanctuary. Probably the worst housing association ever. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. View our cookie policy here. For information on Domestic Abuse, please see our dedicated page. You can make private notes about your case as well as set yourself reminders. Worcester, Worcestershire WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well 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. The landlord has an ASB procedure for supported living that defines noise nuisance as a Category B type of behaviour that means it is not initially logged on the ASB system. It responds to. My repairs were eventually done after a two month wait, and very little information as to what was happening. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. Your experience can help others make better choices. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. 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. And 10 years for my front door to be fixed properly YES ten years!! Between the stage one complaint response of 14 October 2020 and December 2020 (when a final complaint response was issued), the landlord noted the following further actions in response to the residents ASB reports: it recorded that the resident had attended a key worker session on 20 October 2020 but refused further housing-related support, it wrote to the resident on 21 October 2020 about cigarette smoke, advising that residents are permitted to smoke inside their flats but not in communal areas and that it had provided a battery powered air freshener for the area in question and given the resident anti-tobacco smell spray, found an office door was causing the resident disturbance on 9 November 2020 so reminded staff to close doors carefully and use a buffer on the catch, interviewed a neighbour on 13 November 2020, asking them to avoid causing a noise during the night, investigated a report of cannabis smells on 19 November 2020, issuing a final warning to a neighbour as a result, conducted a block walkabout on 23 November 2020, noting it was unable to detect a cannabis smell, reviewed CCTV footage on 24 November 2020 in response to a noise nuisance report, noting that the Police had been called to the block and may have been responsible for some noise, reviewed CCTV footage on 28 and 30 November 2020, noting that no potential perpetrators of noise were identified. 1000 we pay yearly already. Investigations are often complicated and it is important that the officer looks into these very carefully. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. Voice your opinion today and hear what 321 customers have already said. 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. All Rights Reserved. Explain what action can be taken to resolve the complaint. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. Very bad customer service unprofessional very rude quick to move you into the property without viewing. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House These are: You can find more information about antisocial behaviour viaCitizens Advice. You will be given the option to make your complaint by phone via our mobile app. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. 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 responded to the resident on 31 December 2020. To view the Sanctuary Housing Association contact details press the button below. 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. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. 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 WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. What does it mean to have power of attorney? WebSample. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. Covid case rate ceiling the worst in Scotland following the outbreak. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. Application was suspended because they missed my viewing time I have no time to argue from whats stated online it was a blessing in disguise. 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. 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. 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. Registered Society No. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. Cars near the property for a short period of time. We offer a variety of ways for you to be able to make a payment. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. Simple! If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. 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. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. 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. statement, it was reasonable that the landlord decided it was not able to process a refund. You don't need to wait until the end. it was not obliged to take enforcement action. More information about Stage 2 can be found in our Complaints FAQs. We use dedicated people and clever technology to safeguard our platform. 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. Webthen you can report a complaint to us by: Emailing [email protected] Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? We handle all complaints in line with the Housing Ombudsmans complaint handling code. 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. Sanctuary wont buy back so we are stuck with it. 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. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. 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. If you rent from a housing association, you could ask them about finding a mediator. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. Weve helped millions of people find a resolution. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. Your experience can help others make better choices. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. As a subscriber, you have 10 gift articles to give each month. 19059R. When this happens, we want to know about it so that we can put things right. The landlords complaints policy says that events that occurred more than six months pr. 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 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. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 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. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. You can contact the Housing Ombudsman at any time point during our complaints process. 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. Give your neighbours address and their name if you know it. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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. They could remind them to use their inside voices. 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. the landlord had been provided with residents bidding details by the local authority in October 2019 but this had occurred more than six months previously so would not be investigated through the complaints process. Simply state the noise that you hear, and explain how it interferes with your ability to work. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Companies can ask for reviews via automatic invitations. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. She advised that she would provide a bank statement. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Ask when youll hear back and what to do if the problem gets worse. L0247 We have adopted the Housing Ombudsmans definition of a complaint. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Most people dont want their children to make other people miserable. Aim to respond to your complaint within 10 working days. 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! It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. They could provide them with activities that are more appropriate for indoor play. Hopefully, your neighbors feel that way and will make the effort. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. 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. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. Carefully consider the impact that this has had on you and your family. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Anyone can read what you share. You can make a complaint if: You live in one of our care homes WR1 3ZQ. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. Find out how we combat fake reviews. Registered Society No. 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. 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