This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. If not, it must be reported to the local council. 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. 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. 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. More information about Stage 2 can be found in our Complaints FAQs. They'll help you decide what to do next. We offer a variety of ways for you to be able to make a payment. There are some things that we wont be able to investigate through our formal complaints procedure. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. Covid case rate ceiling the worst in Scotland following the outbreak. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Investigate your complaint thoroughly to ensure that we fully understand your complaint L0247 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. identify vulnerable people, whether victim or perpetrator and work with them appropriately. They are scared he may expose them. Check their website for how to complain about anti social behaviour. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. 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. 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. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. WebNeighbour nuisance and anti-social behaviour. . Registered Society No. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. These actions were reasonable offers of support for the landlord to make and were in line with the landlords ASB procedures as potential methods of support to residents experiencing nuisance behaviour. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. The landlord responded to the resident on 31 December 2020. 2023 Trustpilot, Inc. All rights reserved. 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. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. How Do I Stop It? The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. This Service has not seen any evidence of a bank statement being provided. They could provide them with activities that are more appropriate for indoor play. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. 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. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Its quicker to talk face to face - but you can write, text or call if thats easier. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. The easiest way to complain is online using the complaints form. You can be certain that youre talking to the right person at the right time. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than 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!! You will be given the option to make your complaint by phone via our mobile app. Worse thing we ever did was to part buy a flat from Sanctuary. Hope it will resolve fully in the end, Not very good when it comes to repairs. 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. 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 where it was not obliged to take enforcement action. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. Give your neighbours address and their name if you know it. It offered a breakdown as to how it had reached this calculation. 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, . 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. Need replacing. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. 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. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Turn it down. 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. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. We have adopted the Housing Ombudsmans definition of a complaint. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Learn more about Resolver Pro and how to claim your business. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. Im disabled and I have to fight and fight to get anything from these guys. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). We use cookies to improve your experience of our website. 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. Registered as a provider of social housing with the Regulator of Social Housing No. 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. 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 You can make private notes about your case as well as set yourself reminders. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? 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. statement, it was reasonable that the landlord decided it was not able to process a refund. 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. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. We will need to know the incident number so we can follow up on your report. 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. Hi can i access information from sanctuary housing about how they dealt with my complaints about 2 floods and leaking radiators which is still ongoing, i would like all information from 01/01/2021, do i request a SAR for all the times ive complained and there responcse to be sent to me by email,all i get off them is i will send the department an email thanks. Keep any messages your neighbour sends you and collect evidence if you feel safe to. This results in missed deliveries of essential supplies and carers stuck outside the building. All rights reserved. The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. 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. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service Hopefully, your neighbors feel that way and will make the effort. 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Hi Andrei, really sorry to read about your experience here. Anyone can write a Trustpilot review. 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. 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