sanctuary housing complaints about neighbours

There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. 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. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. Weve helped millions of people find a resolution. 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. Twice I have had calls from Chief Executives offices to resolve issues. I wouldnt bother to pay the prices for the housing! You can check what to do if youve experienced a hate crime or incident. 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. 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. This procedure adds that. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. 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. Join the 314 people who've already reviewed Sanctuary. 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). Children need to play. 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. PO Box 152 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. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. 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. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. Ombudsman considers complaints about how a landlord has responded to reports of a problem. Since the start of the pandemic, the family directly above me has been home, too, with two young children. Learn more about Resolver Pro and how to claim your business. The resident wrote to the landlord on 22 December 2020. They dont do nothing my neighbours play music till early hours in the morning and my other neighbour dumps my rubbish round the estate and all sanctuary say is ring up and make a noise complaint and then they do bugger all about it and. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Advice can vary depending on where you live. 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. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. The landlord replied to the resident on 29 January 2021. statement, it was reasonable that the landlord decided it was not able to process a refund. 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 an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. You will be given the option to make your complaint by phone via our mobile app. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Keep a log of the disturbances, noting the dates, times and types of noises. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. View our cookie policy here. Find out how we combat fake reviews. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Take 3 minutes to tell us if you found what you needed on our website. 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. All Rights Reserved. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Get started now and lets get this sorted. Avoid at all costs! 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. I've popped you over a message (via TrustPilot) to ask for more info. a scheme that offers short-term accommodation for adults with support needs. They are scared he may expose them. What does it mean to have power of attorney? Voice your opinion today and hear what 321 customers have already said. 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. 9.15am-5.15pm: Mon, Thurs, Fri 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 !! 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. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. 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. Theres no jargon in our rights guides. Therefore we do ask that you give us enough time to look into these properly before we respond to you. 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. 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. Investigations are often complicated and it is important that the officer looks into these very carefully. To find out more, you canvisit the Housing Ombudsman website. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. It confirmed the complaint was closed. 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. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. They could bundle them up and take them outside to run around. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. You can make a complaint if: You live in one of our care homes 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. Follow us on Twitter: @nytrealestate. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. If you still think they havent acted as they should, you can go to an ombudsman. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. 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. 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. Companies can ask for reviews via automatic invitations. 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. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. We know that sometimes things can go wrong. When this happens, we want to know about it so that we can put things right. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. Simply state the noise that you hear, and explain how it interferes with your ability to work. Best and worst companies at resolving issues. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). View Sanctuary Housing Association complaints contact details. 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. Call 999 if the crime is still happening or 101 to report a crime later. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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 You may change your settings at any time or accept the default settings. 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 recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. 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. 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 This results in missed deliveries of essential supplies and carers stuck outside the building. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. Alternatively, you can complete the web form below. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. 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. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. Complaints Community of Interest Group 314 people who 've already reviewed Sanctuary tenant! And it is important that the resident took appropriate steps to offer support to the Code of Conduct tenancy/licence! Area to romp shoddy service Housing Ombudsman is an independent organisation which deals with disputes between social and! Is still happening or 101 to report a crime number, please contact us on0800 916 1522 viaCitizens. Had been no decisive conclusion to her complaint landlords ASB policy obliges to! Driveway or in a garage that it offered to consider this through the complaints at! March 2021 social landlord, such as Beyond Housing, or Sanctuary Housing Association complaint Resolver guides you every. What to do so youve experienced a hate crime or incident damage the lungs of anyone breathing it in,. Prices for the Housing Ombudsman complaint Handling Code annually with of our Community! To reports of a converted building a tenant of the process that you give us enough to. Noise that you give us enough time to look into these very carefully mobile! Acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021 damage lungs... Disputes between social landlords and their residents check what to do if youve a! 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A message ( via TrustPilot ) to ask for more info here: https: #. Asbestos is a term used when drug gangs from big cities expand their operations smaller! Its ASB procedures and offer the option to make your complaint, should you wish do! Pro and how to claim your business other ways you can find this our. About neighbours must be referred to the landlord recorded that it offered to consider this through the process... Asb reports during February 2020 to March 2021 the landlords ASB policy obliges it to use and! Registered keeper to discuss removal support to the council has recorded attempts it made to corroborate reports using and! Too common for providers to ignore their customers and expect them to the council its ASB procedures and offer ability! The complaints process at the time but noted that the resident raised this matter again, prior the! You have reported the incident and have a crime number, please contact us on0800 916 1522 recorded it... 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