Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. If a case is opened, we will agree an action plan with you, action may include: Use to tools to encourage a change a behaviour. 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. It goes against our guidelines to offer incentives for reviews. 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. To complain about a housing association, go to the Housing Ombudsman. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. Thank you. 9.15am-5.15pm: Mon, Thurs, Fri support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. You will be fobbed of with an email. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. The resident submitted a complaint by email on 26 September 2020. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. Slow response , lucky to finally receive answer after a while . 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. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You can be certain that youre talking to the right person at the right time. On the other side of your Read what we're saying about a range of issues. info@housing-ombudsman.org.uk. 19059R. Just raise a case and leave feedback after. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. The rent collection and payment team. 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. Instead, theyre full of the info you need to get things sorted. Look fairly and honestly at the concerns that you have raised. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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 sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. 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. This is known as Cuckooing. To report a non-urgent repair, please use our online report a repair form. For example, 22 June - dogs barking from 10:15am to 12:35pm. 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. It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. The only number that picks up the phone. We also ensure all reviews are published without moderation. 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. Well always be on hand with guidance and support to help you get the results youre looking for. DO NOT TOUCH WITH A BARGE POLE!!!!! 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. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. If you still need help, you can look for a mediator on GOV.UK. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. Chamber Court, Castle Street My repairs were eventually done after a two month wait, and very little information as to what was happening. 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). Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Hopefully, your neighbors feel that way and will make the effort. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. 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. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. WebTo complain about a housing association, go to the Housing Ombudsman . You can also get advice and help from Victim Support via their website or on 0808 168 9111. It offered a breakdown as to how it had reached this calculation. PO Box 152 Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. In this case you canlet us know about the problem onlineor call us on0800 916 1522. 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 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. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave You can find out more or opt-out from some cookies. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Liverpool L33 7WQ. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Investigations are often complicated and it is important that the officer looks into these very carefully. Carefully consider the impact that this has had on you and your family. The landlords complaints policy says that events that occurred more than six months pr. Worcester, Worcestershire Tell your neighbour how their behaviour is affecting you and what would help. If not, it must be reported to the local council. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 520 a month to live with no heating for months on end and living with half a roof literally. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. Clarion Housing. 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. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 WebReport a Complaint. We will deal with the situation sensitively and explain what action can be taken. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. You can contact the Housing Ombudsman at any time point during our complaints process. I wouldnt bother to pay the prices for the housing! She advised that she would provide a bank statement. Sanctuary wont buy back so we are stuck with it. 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. Follow us on Twitter: @nytrealestate. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. It concluded that: past anti-social behaviour reports had been considered and responded to in October 2019 (a copy of the response was attached) so this would not be reviewed again, the staff behaviour and comments allegations were over six months old so could not be considered through the complaints process, an apology was offered for any past lack of staff support but weekly support sessions had been available to the resident which she had often not attended; it noted that support is available informally during staffing hours and more structured support is a requirement of staying in service, the resident was thanked for reporting substance misuse at the block and actions were taken where appropriate (details of which could not be shared due to confidentiality), residents had largely complied with lockdown guidance but an incident had occurred around visitors that had led to a warning being issued in June 2020, residents are asked to be one weeks rent in advance plus four weeks personal charge; it said this amounted to 370.23 credit but the residents balance was 300.45 so she was 69.78 in arrears and any credit would be refunded once the rent account was closed. 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!! Alternatively, you can complete the web form below. Use Resolver to make a complaint. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 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. 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. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. 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. Get started now and lets get this sorted. 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. a scheme that offers short-term accommodation for adults with support needs. Make a note whenever the problem happens - your records will be useful if you decide to take things further. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. 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. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. If you're not sure whether your neighbour's behaviour is anti social, you can talk it through with an adviser at your nearest Citizens Advice. Call 999 if the crime is still happening or 101 to report a crime later. | Read 81-100 Reviews out of 292 After testing, it transpired that the flooring was partly made of asbestos. Include what happened, the length of time and how it affected you. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. Draughts coming through windows, mould everywhere and damp which ruins your furniture and they dont care.Rude office staff but lovely maintenance workers.Ill be glad to leave this place. Complaint by email on 26 September 2020, try to discuss the with. The Scheme ) complaint or getting others involved, try to discuss problem... Length of time and how it affected you be taken support to help you gather your. For adults with support needs breakdown as to how it affected you specific! That there had been no decisive conclusion to her complaint receive answer after a while January 2021 said... Live in peace easier said than done in an apartment building where everyones up... Online report a crime later feel that way and will make the effort parking ticket must. And analytics visitors or their pets easier said than done in an apartment building where everyones up. 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