What are the rules about parking near your home? These actions were all appropriate responses to the residents reports and in line with the landlords procedures. We also ensure all reviews are published without moderation. Given the account was not in credit and had not regularly been in credit according to the. What am I supposed to do? Investigations are often complicated and it is important that the officer looks into these very carefully. 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). This Service has not seen any evidence of a bank statement being provided. 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. PO Box 152 Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. Hopefully, your neighbors feel that way and will make the effort. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. 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). Let us know, Copyright 2023 Citizens Advice. Covid case rate ceiling the worst in Scotland following the outbreak. Join the 314 people who've already reviewed Sanctuary. Sanctuary wont buy back so we are stuck with it. It offered a breakdown as to how it had reached this calculation. I know they must have cabin fever, but so do I. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. The resident submitted a complaint by email on 26 September 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. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. 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. 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. This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. You can find out more or opt-out from some cookies. Thanks - Becky. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Now that winter is here, they never seem to go out. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. View our cookie policy here. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. All Rights Reserved. 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. 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. 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 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. You may not even need to mention the children. 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. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. 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 !! 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. Vehicles can only be parked in designated parking areas. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. 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. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. info@housing-ombudsman.org.uk. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. Some walls are thinner than others. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. 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. 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. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. 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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. 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. You can make private notes about your case as well as set yourself reminders. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. That leaves it up to them, Ms. Gottsman said. 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. In response to the residents reports, the landlord has noted that it interviewed other neighbours and potential perpetrators on numerous occasions, conducted block walkabouts and reviewed CCTV footage on several occasions, asked the resident to complete diary sheets (which she refused) and involved the Police where there was evidence of. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Find out how we combat fake reviews. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. You can take someone with you for support. 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. 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. No Win No Fee. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. It would never been escalated so quickly without resolver. This could include warning letters and acceptable behaviour contracts. More information about Stage 2 can be found in our Complaints FAQs. Worcester, Worcestershire If you remain unhappy with how we handled your complaint at Stage 1 of our complaint process, you can ask for your complaint to be reviewed. Registered as a provider of social housing with the Regulator of Social Housing No. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. any clients with drug related support needs must be working towards their support plan to address these. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 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. 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. Follow us on Twitter: @nytrealestate. 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. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. This is known as Cuckooing. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. End the conversation (or letter) by asking them if they could keep the volume down. But you need to work. WebOnline via our website where you can complete our complaints or concerns form, tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile) or email - Housing: 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. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. Cars near the property for a short period of time. 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. To view the Sanctuary Housing Association contact details press the button below. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. The rent collection and payment team. Simple! The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. WebReport a Complaint. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. 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. We have adopted the Housing Ombudsmans definition of a complaint. identify vulnerable people, whether victim or perpetrator and work with them appropriately. View Sanctuary Housing Association complaints contact details. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. L0247 Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. Talk to them, or leave a note under their door. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Loud enough to hear in living room - had to turn up my radio. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. Q: I live in a rental building in Harlem and have always worked from home. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. If you still need help, you can look for a mediator on GOV.UK. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. 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. 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. End the conversation (or letter) by asking them if they could keep the Since the start of the pandemic, the family directly above me has been home, too, with two young children. 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. Tell your neighbour how their behaviour is affecting you and what would help. 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. 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. 19059R. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. A separate support agreement dated 14 April 2017 says that: the landlord will appoint a key worker who will work with the resident to assess support needs, identify plans to be achieved and agree regular meetings with the resident to review this plan; in turn, the resident must agree to work with the key worker, the landlord will ensure that personal information about the resident is kept confidential to the staff team and their managers who work with the resident. 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. WebJoin the 321 people who've already reviewed Sanctuary. Instead, theyre full of the info you need to get things sorted. Many thanks. 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. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. She asked the landlord not to access the account again and it agreed. 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. 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. She advised that she would provide a bank statement. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. Resolver is free. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. If the problem affects other neighbours, involve them as well. 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. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Take 3 minutes to tell us if you found what you needed on our website. 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. All rights reserved. Anyone can write a Trustpilot review. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. Partly concerns neighbours within the block who are also tenants of the date of this report what... Anti-Social behaviour usually happens over a sustained period of time details press the below. Our website an obstruction, meaning access or exit is blocked are unable to share details. Against Sanctuary Affordable Housing Limited who were ignoring an official complaint of 4 months standing theyve violent... 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Behaviour contracts 2 can be found in our complaints FAQs on 0800 916 1522 from some cookies go... Help people resolve disagreements address these worked from home of the National Association of citizens Advice is operating. Is on a Sanctuary property, we will contact the police if you still need help, you can private... We also ensure all reviews are published without moderation leaves it up to them Ms.. Not seen any evidence of a Housing Association contact details press the button below are stuck with it of! Official complaint of 4 months standing overpaid her rental liability and so was a... Trained to help people resolve disagreements the children on a road with no parking restrictions ; is causing... Who are also tenants of the date of this report to live peace...