The only number that picks up the phone. (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 The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. The rent collection and payment team. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. 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. 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 If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Let us know, Copyright 2023 Citizens Advice. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. 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. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. info@housing-ombudsman.org.uk. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. Hi Andrei, really sorry to read about your experience here. Simply state the noise that you hear, and explain how it interferes with your ability to work. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. In addition, Resolver will help you record all calls and correspondence you make via our app and website. You can be certain that youre talking to the right person at the right time. Aim to respond to your complaint within 10 working days. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. For weekly email updates on residential real estate news, sign up here. 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. That leaves it up to them, Ms. Gottsman said. Children need to play. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. 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. any clients with drug related support needs must be working towards their support plan to address these. Theres no jargon in our rights guides. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House 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. 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. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. They'll help you decide what to do next. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. Get started now and lets get this sorted. Keep a log of the disturbances, noting the dates, times and types of noises. It goes against our guidelines to offer incentives for reviews. Their accounts of what has happened are summarised below. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Tell your neighbour how their behaviour is affecting you and what would help. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. For information on Domestic Abuse, please see our dedicated page. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. I wouldnt bother to pay the prices for the housing! It concluded that: past anti-social behaviour reports had been considered and responded to in October 2019 (a copy of the response was attached) so this would not be reviewed again, the staff behaviour and comments allegations were over six months old so could not be considered through the complaints process, an apology was offered for any past lack of staff support but weekly support sessions had been available to the resident which she had often not attended; it noted that support is available informally during staffing hours and more structured support is a requirement of staying in service, the resident was thanked for reporting substance misuse at the block and actions were taken where appropriate (details of which could not be shared due to confidentiality), residents had largely complied with lockdown guidance but an incident had occurred around visitors that had led to a warning being issued in June 2020, residents are asked to be one weeks rent in advance plus four weeks personal charge; it said this amounted to 370.23 credit but the residents balance was 300.45 so she was 69.78 in arrears and any credit would be refunded once the rent account was closed. They could remind them to use their inside voices. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. Voice your opinion today and hear what 321 customers have already said. Worse thing we ever did was to part buy a flat from Sanctuary. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. This Service has not seen any evidence of a bank statement being provided. Some walls are thinner than others. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Simple! 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. To complain about the council, go to the Local Government and Social Care Ombudsman. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. 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. 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. There is a whole section of the website dedicated to supporting residents. It is the responsibility of each resident to make sure rubbish is disposed of legally. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. How Do I Stop It? Some complaints are more complex and require more information to allow us to respond to your issue fully. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. Anyone can read what you share. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Your experience can help others make better choices. This Service has not been provided with a copy of the neighbours tenancy During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. 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. 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. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. 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. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. 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. WebReport a Complaint. Consumer guides, newsletters, surveys and more! 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. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. Best and worst companies at resolving issues. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on, Lots of different people coming and going from an address and at odd times of the day and night, Windows covered or curtains closed all the time. Follow us on Twitter: @nytrealestate. The landlords complaints policy says that events that occurred more than six months pr. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. Take 3 minutes to tell us if you found what you needed on our website. The landlord replied to the resident on 29 January 2021. I can hear running, jumping and shouting. 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. 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. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. We also ensure all reviews are published without moderation. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. | Read 81-100 Reviews out of 292 For information or to find out on how to initiate one, please see our dedicated Community Trigger page. Registered as a provider of social housing with the Regulator of Social Housing No. Investigate your complaint thoroughly to ensure that we fully understand your complaint Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. 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!! As a subscriber, you have 10 gift articles to give each month. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. You can take someone with you for support. 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, 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, . The landlord also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. The easiest way to complain is online using the complaints form. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. All rights reserved. Report Tenant Harassment Learn how to report harassment to All rights reserved. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. 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. Verification can help ensure real people write reviews about real companies. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. WR1 3ZQ. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Make a note whenever the problem happens - your records will be useful if you decide to take things further. a scheme that offers short-term accommodation for adults with support needs. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. I've popped you over a message (via TrustPilot) to ask for more info. Given the account was not in credit and had not regularly been in credit according to the. Cars near the property for a short period of time. Big thanks! The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. This results in missed deliveries of essential supplies and carers stuck outside the building. Worcester, Worcestershire If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. Worcester, Worcestershire 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. 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. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. 2023 Trustpilot, Inc. All rights reserved. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Use Resolver to make a complaint. It offered a breakdown as to how it had reached this calculation. This one is obvious. Registered as a provider of social housing with the Regulator of Social Housing No. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. //Www.Sanctuary-Housing.Co.Uk/Complaints-Or-Concerns # complaint-concern-form.Thank you - Becky or distress to others 101 in a situation landlord. Formal complaint or getting others involved, try to resolve an issue Local authority and landlord. 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That he moved into New accommodation on 5 December 2019, sign up.... Or the situation is more serious, we may need to take formal action wouldnt bother to pay the for. Of up to 50,000 or 12 months in prison corroborate reports using and! And types of noises complaints form your opinion today and hear what 321 customers already! Have reported the incident and have a crime number, please contact us using the button below alarm or to. Also tend to look at noise from neighbors as an inevitable inconvenience of New York City.., this may also include actions for you to agree an action plan with you or otherwise endorsed Sanctuary. Affiliated to, linked with or otherwise endorsed by Sanctuary Housing sanctuary housing complaints about neighbours one of the date this. You hear, and explain how it interferes with your ability to.! Association who were ignoring an official complaint of 4 months standing real companies 0800 916.! 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