Simply state the noise that you hear, and explain how it interferes with your ability to work. 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 that doesn't sort out the problem you can go to the council if you haven't already talked to them. Liverpool L33 7WQ. How Do I Stop It? The landlords case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. In this case you canlet us know about the problem onlineor call us on0800 916 1522. Report Tenant Harassment Learn how to report harassment to Follow us on Twitter: @nytrealestate. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. 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. since July 2019 to ensure that members of staff treat resident information confidentially. 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. PO Box 152 It responds to complaints within 10 We use cookies to ensure that we provide you with the best possible experience on our website. 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. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. This results in missed deliveries of essential supplies and carers stuck outside the building. WebSample. Read what we're saying about a range of issues. Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. Best and worst companies at resolving issues. Instead, staff are required to try to resolve matters by discussion. Some walls are thinner than others. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 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. Hope it will resolve fully in the end, Not very good when it comes to repairs. 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. If the problem affects other neighbours, involve them as well. All rights reserved. Alternatively, you can complete the web form below. Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. The landlord replied to the resident on 29 January 2021. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. Advice can vary depending on where you live. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. They are scared he may expose them. The landlord responded to the resident on 31 December 2020. 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. 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. Marcus said: This was really stressful and I am not sure why I even got the ticket, but, I am glad the right thing has been done!, An excellent service run by professional people. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). More information about Stage 2 can be found in our Complaints FAQs. My neighbours are causing me problems with anti-social behaviour, and the council doesnt It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. We use cookies to improve your experience of our website. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 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. Theyll look at your complaint and decide if the council or housing association should put things right. 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. 1000 we pay yearly already. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. 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. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. And 10 years for my front door to be fixed properly YES ten years!! Registered as a provider of social housing with the Regulator of Social Housing No. Hopefully, your neighbors feel that way and will make the effort. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. 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. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. resident in order to check the account was still active. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. Companies can ask for reviews via automatic invitations. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. The worst company to, actually ring to speak to a person. 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. 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. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. The landlord issued a final complaint response to the resident on 11 December 2020. Its quicker to talk face to face - but you can write, text or call if thats easier. 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. What does it mean to have power of attorney? 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. WebJoin the 321 people who've already reviewed Sanctuary. Thanks - Becky. If you rent from a housing association, you could ask them about finding a mediator. 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. You can take someone with you for support. 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. 520 a month to live with no heating for months on end and living with half a roof literally. 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 have adopted the Housing Ombudsmans definition of a complaint. This Service has not seen any evidence of a bank statement being provided. Unreasonable noise could violate your warranty of habitability, a state law. Is there anything wrong with this page? 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. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. 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. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. 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. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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. 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. We use dedicated people and clever technology to safeguard our platform. 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 you still need help, you can look for a mediator on GOV.UK. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. Learn more about Resolver Pro and how to claim your business. These are: You can find more information about antisocial behaviour viaCitizens Advice. Cars near the property for a short period of time. It is. We want to make it easy for you to tell us if you are unhappy with something. 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