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. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! WR1 3ZQ. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. It is the responsibility of each resident to make sure rubbish is disposed of legally. Ask when youll hear back and what to do if the problem gets worse. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. We use cookies to improve your experience of our website. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. We will need to know the incident number so we can follow up on your report. We offer a variety of ways for you to be able to make a payment. 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. 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. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 It responds to complaints within 10 Once you have reported the incident and have a crime number, please contact us on0800 916 1522. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. 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. More information about Stage 2 can be found in our Complaints FAQs. You may not even need to mention the children. 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. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. 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. We have adopted the Housing Ombudsmans definition of a complaint. 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 was not obliged to take enforcement action. Clarion Housing. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. All Rights Reserved. Big thanks! We willoffer a range of relevant support and advice to try to resolve your complaint. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. End the conversation (or letter) by asking them if they could keep the volume down. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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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. Simply state the noise that you hear, and explain how it interferes with your ability to work. Some walls are thinner than others. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. potential criminal behaviour. 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. 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. 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. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). You can check what to do if youve experienced a hate crime or incident. This procedure adds that. Use Resolver to make a complaint. 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. You may change your settings at any time or accept the default settings. This Service has not been provided with a copy of the neighbours tenancy Registered Society No. Slow response , lucky to finally receive answer after a while . 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. What does it mean to have power of attorney? A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. 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. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Thanks - Becky. She asked the landlord not to access the account again and it agreed. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. All Rights Reserved. 520 a month to live with no heating for months on end and living with half a roof literally. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. 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. 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. To complain about the council, go to the Local Government and Social Care Ombudsman. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. 19059R. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. For information on Domestic Abuse, please see our dedicated page. Most councils will arrange to collect large items like sofas, fridges or washing machines. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. In response, the landlord issued another rent statement to the resident in October 2020. 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. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House It is. Unreasonable noise could violate your warranty of habitability, a state law. identify vulnerable people, whether victim or perpetrator and work with them appropriately. 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. Covid case rate ceiling the worst in Scotland following the outbreak. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. The only number that picks up the phone. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Worcester, Worcestershire 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. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. WebReport a Complaint. Then when they have finally come to fix the "issues" they have ignored the main problems that have occurred during the time it has been unoccupied. Twice I have had calls from Chief Executives offices to resolve issues. . Resolver is free. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. 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. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. We use cookies to ensure that we provide you with the best possible experience on our website. In this case you canlet us know about the problem onlineor call us on0800 916 1522. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. 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. 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! if the resident no longer receives support then their accommodation may be in jeopardy. 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 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. Worcester, Worcestershire Get started now and lets get this sorted. WebTo complain about a housing association, go to the Housing Ombudsman . You can make a complaint if: You live in one of our care homes Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. Sanctuary Housing Independent Complaints Group - Countrywide 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. 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. You can make private notes about your case as well as set yourself reminders. Vehicles can only be parked in designated parking areas. 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. They could bundle them up and take them outside to run around. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. I can hear running, jumping and shouting. Uncontrolled copy if printed. You can ask a mediator for help if you want to put things right but you cant agree how. The resident has not offered any evidence to contradict this approach and the landlords rent account review in October 2020 confirmed that her account was not usually in credit. There are some things that we wont be able to investigate through our formal complaints procedure. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue. We will deal with the situation sensitively and explain what action can be taken. Hopefully, your neighbors feel that way and will make the effort. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Many thanks. Marcus said: This was really stressful and I am not sure why I even got the ticket, but, I am glad the right thing has been done!, An excellent service run by professional people. 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. 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 landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. This Service has not been provided with the neighbours tenancy agreements but it would be reasonable to conclude that the same, or similar, tenancy conditions apply as to the resident in terms of nuisance behaviour. 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. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. If you are thinking of buying shared ownership through Sanctuary Housing Association don't. You will regret it when you try and sell. Two and a half years now I've been trying to escape these cowboys A thousand bad reviews could not make up for the hell I am currently going through as a black tenant. Ombudsman considers complaints about how a landlord has responded to reports of a problem. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. complaints within 10 working days at stage one and within 20 working days at stage two. To report a non-urgent repair, please use our online report a repair form. 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 For information on Hate crime, please see our dedicated page. Im disabled and I have to fight and fight to get anything from these guys. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. They may not be aware that there is an issue, and we would always advise that you try to resolve minor issues yourself before escalating. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Only talk to your neighbour if you feel safe and comfortable. Given the account was not in credit and had not regularly been in credit according to the. Look fairly and honestly at the concerns that you have raised. 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. Telephone: 0300 111 3000. Events related to these matters have therefore been considered for context only concerns that you hear and. Ensure that we wont be able to help with making a complaint, we understand may..., based on its duration, frequency and intensity, as well as if it is the exploitation of and. 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