Thank you, your feedback has been submitted. 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). The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. Need replacing. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. The resident submitted a complaint by email on 26 September 2020. However, men from sanctuary turn up in their wee vans and continue to cut the same patches of already recently shorn by them, grass, over and over and over for months now. The only number that picks up the phone. 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 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. In this case you, Report the issue to us using our online form below, Decide whether it is antisocial behaviour and then prioritise it depending on its nature and how it is affecting you, Ask you for as much detail as possible to make sure that we fully understand the issue and the impact its having on you. 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 !! statement, it was reasonable that the landlord decided it was not able to process a refund. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. All rights reserved. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. You might need these details if you take the problem further. 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. Learn more about Resolver Pro and how to claim your business. 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. 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. Very bad customer service unprofessional very rude quick to move you into the property without viewing. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Their accounts of what has happened are summarised below. 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. 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. End the conversation (or letter) by asking them if they could keep the PO Box 152 Explain what action can be taken to resolve the complaint. You can make private notes about your case as well as set yourself reminders. 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. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Your experience can help others make better choices. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. Registered Society No. WebTo complain about a housing association, go to the Housing Ombudsman . Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. L0247 We willoffer a range of relevant support and advice to try to resolve your complaint. 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. 19059R. It offered a breakdown as to how it had reached this calculation. WebReport a Complaint. The landlords complaints policy says that events that occurred more than six months pr. Please tell us more about why our advice didn't help. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. 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. More information about Stage 2 can be found in our Complaints FAQs. 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 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. 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. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. The resident wrote to the landlord on 22 December 2020. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. The Noise Upstairs Is Unbearable. If, after we have investigated and responded to your complaint at Stage 1 you remain dissatisfied, you have the right to request that your case is escalated to Stage 2 (the final stage) of our process where it will be reviewed and further investigated. Consumer guides, newsletters, surveys and more! 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. WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Good morning, sorry to read about the experience you've had. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. 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. 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). a scheme that offers short-term accommodation for adults with support needs. Best and worst companies at resolving issues. Ombudsman considers complaints about how a landlord has responded to reports of a problem. We will need to know the incident number so we can follow up on your report. Do you agree with Sanctuary's TrustScore? For information on Domestic Abuse, please see our dedicated page. They'll help you decide what to do next. It confirmed the complaint was closed. 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. 19059R. 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. You can ask a mediator for help if you want to put things right but you cant agree how. 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. 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. Find out how we combat fake reviews. On the other side of your Instead, staff are required to try to resolve matters by discussion. 1 department doesn't know what the other is doing. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. 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. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. A big hurrah for the outcome! County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. We use cookies to improve your experience of our website. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Telephone: 0300 111 3000. We want to make it easy for you to tell us if you are unhappy with something. 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. 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. Thank you. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. 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. 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. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. You can take someone with you for support. 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. 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. 2 and 6 November 2020 that she wanted her complaint to be parked in communal areas as... Complaint within 5 working days scheme that offers short-term accommodation for adults support! 2020 that she wanted her complaint to be told the agent is running late and be. 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