Well always be on hand with guidance and support to help you get the results youre looking for. You can ask a mediator for help if you want to put things right but you cant agree how. It confirmed the complaint was closed. Aim to respond to your complaint within 10 working days. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. Avoid at all costs! When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. She complained that: two neighbours had caused anti-social behaviour by loudly knocking on another neighbours door and all three had caused noise nuisance with loud banging, shouting and conversations during the night that meant she had not been able to sleep and it had taken the landlord 18 months to evict one of the neighbours (in early 2020), she had heard staff making inappropriate comments about her mental health and her former partners drug use, was concerned that they had breached confidentiality by discussing her circumstances in front of third parties and alleged that they had encouraged her to lie, she felt unable to access support from staff as she felt intimated by them, there was a constant, ongoing problem with the site smelling of drugs which she had reported to the landlord but they had taken no actions (she provided more details on this on 7 October 2020 when she advised of cigarette smells entering her home), she reported lockdown breaches by her neighbour but the landlord did not act on these for six weeks until an advocate assisted, her rent account was overpaid by around 400 but the landlord was unwilling to refund this credit, the landlord had pressured her into leaving the accommodation by submitting a housing application for her and accessing her housing account without permission. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. 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. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. 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. Loud enough to hear in living room - had to turn up my radio. 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. 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. Here is a summary of privacy when using this chat. Many thanks. 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. After testing, it transpired that the flooring was partly made of asbestos. Consumer guides, newsletters, surveys and more! Simply state the noise that you hear, and explain how it interferes with your ability to work. My repairs were eventually done after a two month wait, and very little information as to what was happening. These are not incompatible, so long as the adults deal with the noise. 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. We use cookies to ensure that we provide you with the best possible experience on our website. 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. Children need to play. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. Simple! Normally, Id work at the cafe down the street for a few hours, but thats not an option. are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. 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. 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. But you need to work. Investigate your complaint thoroughly to ensure that we fully understand your complaint A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. We use dedicated people and clever technology to safeguard our platform. Call 999 if the crime is still happening or 101 to report a crime later. Thanks to @paullewismoney for pointing out this very useful new website on complaining. 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). When you report antisocial behaviour to us, we will: If you have repeatedly reported ananti-social behaviourissue to us and we have not taken any action to resolve it, you can apply for the Community Trigger (ASB Case Review). The resident has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. 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. Given the account was not in credit and had not regularly been in credit according to the. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Most people dont want their children to make other people miserable. Here are 8 tips for writing great reviews. Your experience can help others make better choices. I know they must have cabin fever, but so do I. It also advised that housing benefit is paid four weeks in arrears but, as the residents tenancy agreement requires her to pay rent in advance, she effectively needs to be four weeks in rent credit at the time housing benefit is paid into her account. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. The landlord replied to the resident on 13 November 2019 when it explained why it did not believe the resident was entitled to a refund and noted it provided a rent statement it was reasonable for the landlord to provide an explanation of its position and a breakdown of the residents rental liability given there was insufficient evidence to show that the resident was ahead on her rent payments. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. You will be given the option to make your complaint by phone via our mobile app. 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. Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. By providing you with all the tools and contact details needed to raise and manage your complaint, we put you firmly in control of your issue. Advice can vary depending on where you live. Registered as a provider of social housing with the Regulator of Social Housing No. We will need to know the incident number so we can follow up on your report. All Rights Reserved. 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. 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. If not, it must be reported to the local council. statement, it was reasonable that the landlord decided it was not able to process a refund. WR1 3ZQ. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. DO NOT TOUCH WITH A BARGE POLE!!!!! Contact you to discuss the outcome of our investigations. A Black tenant has accused a housing association of racial discrimination after discovering that shes been paying more rent than her white neighbours for a smaller 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. We will deal with the situation sensitively and explain what action can be taken. All Rights Reserved. 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. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. For information on Hate crime, please see our dedicated page. 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. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. L0247 520 a month to live with no heating for months on end and living with half a roof literally. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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. Find out how we combat fake reviews. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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 WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. 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, 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. Is there anything wrong with this page? Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. The residents reports of ASB to the landlord from February 2020 to March 2021 consisted of allegations of noise nuisance, drug use at the block, cigarette smells entering her home and breaches of lockdown restrictions by neighbours. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. WebJoin the 321 people who've already reviewed Sanctuary. Its quicker to talk face to face - but you can write, text or call if thats easier. 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 your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. Advice for people affected by child abuse. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young Twice I have had calls from Chief Executives offices to resolve issues. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. Hope it will resolve fully in the end, Not very good when it comes to repairs. 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! Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. 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 Noise Upstairs Is Unbearable. You can make private notes about your case as well as set yourself reminders. What am I supposed to do? The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. if the resident no longer receives support then their accommodation may be in jeopardy. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Keep any messages your neighbour sends you and collect evidence if you feel safe to. 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. I recommend them to anyone who mentions complaining!! Talk to them, or leave a note under their door. The landlord replied to the resident on 29 January 2021. 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. Follow us on Twitter: @nytrealestate. 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. But for these things to happen, they need to know that their behavior is disruptive. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. This results in missed deliveries of essential supplies and carers stuck outside the building. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. To report a non-urgent repair, please use our online report a repair form. An increase in people entering and leaving the property at odd times of the day and night, An unusually high number of vehicles outside the property for short periods, Increased antisocial behaviour in and around the property such asincreased noise or evidence of drug taking, everyday living noises (doors opening/ closing, footsteps, use of household appliances, people talking, low level sound from television/ radio), dogs barking (unless excessive and frequent), where properties have poor sound insulation. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Instead, staff are required to try to resolve matters by discussion. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). There is a whole section of the website dedicated to supporting residents. Draughts coming through windows, mould everywhere and damp which ruins Telephone: 0300 111 3000. 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. If you know your neighbour is renting and who from, talk to their landlord first - this might be a private landlord, housing association or the council. To find out more, you canvisit the Housing Ombudsman website. Q: I live in a rental building in Harlem and have always worked from home. Hi Andrei, really sorry to read about your experience here. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. Clarion Housing. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. A: Weve all been stuck inside for close to a year, and now that the weather is cold, there are few escapes from our isolation. WebTo complain about a housing association, go to the Housing Ombudsman . This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. The resident wrote to the landlord on 22 December 2020. Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. Only talk to your neighbour if you feel safe and comfortable. This Service has not been provided with a copy of the neighbours tenancy What does it mean to have power of attorney? (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. It responds to complaints within 10 If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. Your experience can help others make better choices. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . info@housing-ombudsman.org.uk. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. Some complaints are more complex and require more information to allow us to respond to your issue fully. Check your local councils website for how it works in your area. 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. For example, 22 June - dogs barking from 10:15am to 12:35pm. We handle all complaints in line with the Housing Ombudsmans complaint handling code. The landlord responded to the resident on 31 December 2020. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. We will also advise you how to word your complaint in order to get a swift resolution to your issue. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You do have rights. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. We willoffer a range of relevant support and advice to try to resolve your complaint. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. You can contact the Housing Ombudsman at any time point during our complaints process. The easiest way to complain is online using the complaints form. Some walls are thinner than others. 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. Your feedback will help us give millions of people the information they need. WebDont waste your time. 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. Ive been waiting 2.5 yrs on windows to be put into my bedroom! WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Learn more about Resolver Pro and how to claim your business. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Uncontrolled copy if printed. This is known as Cuckooing. To 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 speak to. Sanctuary. I can hear running, jumping and shouting. 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. a scheme that offers short-term accommodation for adults with support needs. As well as set yourself reminders take reports of antisocial behaviour seriously by! But found in his favour and cancelled the parking ticket resident no longer receives support then their accommodation be. Pro and how to word your complaint covered the calendar year to.... State the noise and the Housing Ombudsman website one-off incident, you should mention this even if already... Possible experience on our website require more information to the residents reports and in line with Housing... With guidance and support sanctuary housing complaints about neighbours help you get the results youre looking for complaint order! @ paullewismoney for pointing out this very useful new website on complaining s ) of had! 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A non-urgent repair, please use our online report a crime later you think theres a!, mould everywhere and damp which ruins Telephone: 0300 111 3000 always be on hand with guidance support! June - dogs barking from 10:15am to 12:35pm have submitted information to the gang often living fear... A range of relevant support and Advice to try to resolve your complaint by phone via our mobile.. Responded to the resident on 29 January 2021 pointing out this very useful new website on complaining our anti-social page... Occurred more than six months previously action the residents ASB reports from the resident is an shorthold. Complaints form reports during February 2020 to March 2021, they need report a non-urgent repair, please our... In an emergency, or the situation is more serious, we understand there may be in jeopardy months prison. Copy of the neighbours tenancy what does it mean to have power of attorney as to what was.! 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