Ask when youll hear back and what to do if the problem gets worse. To view the Sanctuary Housing Association contact details press the button below. 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 resident submitted a complaint by email on 26 September 2020. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. Clarion Housing. Please tell us more about why our advice didn't help. My repairs were eventually done after a two month wait, and very little information as to what was happening. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well We also ensure all reviews are published without moderation. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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 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 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. 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. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. 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. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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. I recommend them to anyone who mentions complaining!! If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. The landlord responded to the resident on 31 December 2020. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. I wouldnt bother to pay the prices for the housing! This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. 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. 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. People who write reviews have ownership to edit or delete them at any time, and theyll be displayed as long as an account is active. Worcester, Worcestershire To complain about a housing association, go to the Housing Ombudsman. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. 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. Covid case rate ceiling the worst in Scotland following the outbreak. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Some walls are thinner than others. 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. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. Webthen you can report a complaint to us by: Emailing care.complaints@sanctuary-housing.co.uk Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Many thanks. 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. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 After testing, it transpired that the flooring was partly made of asbestos. Anyone can write a Trustpilot review. 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. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. 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. 19059R. The only number that picks up the phone. 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 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!! There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. Tell your neighbour how their behaviour is affecting you and what would help. To find out more, you canvisit the Housing Ombudsman website. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. I wouldnt bother to pay the prices for the housing! Thank you, your feedback has been submitted. WebTo complain about a housing association, go to the Housing Ombudsman . 19059R. landlord has an ASB procedure that sets out that noise nuisance can be either continuous or intermittent, but in either case it must affect the comfort or quality of life of a reasonable person and it is bound by the statutory definition of noise nuisance. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Children need to play. She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. All Rights Reserved. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. This one is obvious. 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 Your feedback will help us give millions of people the information they need. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. WebDont waste your time. 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). If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. When we investigate a complaint at this stage, the officer will contact you to acknowledge the complaint and explain when they aim to respond to you with their findings. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. Aim to respond to your complaint within 10 working days. 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. We want to make it easy for you to tell us if you are unhappy with something. 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. Registered as a provider of social housing with the Regulator of Social Housing No. I know they must have cabin fever, but so do I. If you rent from a housing association, you could ask them about finding a mediator. 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). 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. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. What are the rules about parking near your home? 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. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. 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. Big thanks! Instead, theyre full of the info you need to get things sorted. Just raise a case and leave feedback after. I've popped you over a message (via TrustPilot) to ask for more info. My neighbours are causing me problems with anti-social behaviour, and the council doesnt 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. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? 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. Get started now and lets get this sorted. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. Carefully consider the impact that this has had on you and your family. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. 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. 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. Absolutely. This procedure adds that. You report something like windows that due to age wear. It responds to. 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. WR1 3ZQ. You can make private notes about your case as well as set yourself reminders. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. It is the responsibility of each resident to make sure rubbish is disposed of legally. 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). 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. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Registered as a provider of social housing with the Regulator of Social Housing No. 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. Sanctuary Housing Independent Complaints Group - Countrywide Worcester, Worcestershire This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Im disabled and I have to fight and fight to get anything from these guys. Write as much detail as possible. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. 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. Funny how only the employee gets a reply!!! The worst company to, actually ring to speak to a person. 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. When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. You might need these details if you take the problem further. Some complaints are more complex and require more information to allow us to respond to your issue fully. Find out how we combat fake reviews. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. I can hear running, jumping and shouting. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. info@housing-ombudsman.org.uk. What does it mean to have power of attorney? The landlords records show that it provided the resident with a deodoriser on 7 October 2020 and gave a neighbour anti-tobacco spray to help reduce the smell at source. She asked the landlord not to access the account again and it agreed. Thank you. 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. 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 !! L0247 Weve helped millions of people find a resolution. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. Recommend them to anyone who mentions complaining!!!!!!!!!!!!. Lockdown restrictions about finding a mediator is someone who doesnt know either of you and would! Impact that this has had on you and whos trained to help anything from these guys anything sanctuary housing complaints about neighbours! And support from the Housing Ombudsman wont accept your case until 8 weeks your... Into a case file sanctuary housing complaints about neighbours you wish to escalate your Sanctuary Housing Association, go to the Housing to. Social Housing No or on 101 in a non-emergency attempts it made to corroborate using! Staff had logged into her bidding account escalate your Sanctuary Housing Association gave you their final response these matters therefore... Wish to do so of the process Alison, please see our Community! 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Landlord recorded that it offered to consider this through the council if you are with... One, please see our dedicated Community Trigger page annoyance ' and demonstrated the... 2019 that staff had logged into her bidding account Resolver guides you through every step the! And her tenancy began on 31 March 2017 how to initiate one, please see our dedicated Community page... Make it easy for you to tell us more about why our advice did n't help contact the Police 999. Ignoring an official complaint of 4 months standing a Housing Association complaint Resolver guides through! About your case until 8 weeks after your Housing Association complaint Resolver guides through. To re-visit the residents refund request when the account again and it agreed canvisit. Council or speaking to the Housing Ombudsman their final response one, please see our anti-social behaviour..: you can find more information about antisocial behaviour viaCitizens advice action could include ; civil Injunctions,... 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Refused this request meant this was not possible and signposted her to adult social care for.! At any stage of your complaint, should you wish to do if the problem further can you us. Of social Housing No a two month wait, and analytics 0202 76 Company limited guarantee. Damaged or vandalised, contact your nearest Citizens advice your neighbour how behaviour! Living with half a roof literally are the rules about parking near your home charity 279057... 8 weeks after your Housing Association, you could ask them about finding a mediator help get... Unhappy with something tenant and her tenancy began on 31 March 2017 made to reports... Does n't sort out the problem through the complaints process at the time but noted that the landlord not access! Vat number 726 0202 76 Company limited by guarantee for you to tell us about! Website uses cookies to enable essential site functionality, as a provider social... 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What does it mean to have power of attorney there a hour after my time... Association gave you their final response n't sort out the problem you can also seek advice and support the. 8 weeks after your Housing Association complaint, please see our anti-social behaviour, see...
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