You can make private notes about your case as well as set yourself reminders. 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. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. They could bundle them up and take them outside to run around. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. 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. Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. 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. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. Draughts coming through windows, mould everywhere and damp which ruins 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. 19059R. This Service has not been provided with a copy of the neighbours tenancy It confirmed the complaint was closed. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. 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. if the resident no longer receives support then their accommodation may be in jeopardy. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Follow us on Twitter: @nytrealestate. PO Box 152 Well always be on hand with guidance and support to help you get the results youre looking for. Consumer guides, newsletters, surveys and more! 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. Twice I have had calls from Chief Executives offices to resolve issues. 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. 1. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. Avoid at all costs! She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. 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. Please tell us more about why our advice didn't help. Hi Andrei, really sorry to read about your experience here. We use cookies to ensure that we provide you with the best possible experience on our website. 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. 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. 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. Housing Ombudsman. Contact you to discuss the outcome of our investigations. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. We will not disclose your identify without your consent. Along with the information below, our complaints policy (PDF 74KB)explains more about how we manage your complaints and what you can expect from us if you do complain. They could remind them to use their inside voices. 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. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. 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. Since the start of the pandemic, the family directly above me has been home, too, with two young children. 2023 Trustpilot, Inc. All rights reserved. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. 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 It goes against our guidelines to offer incentives for reviews. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Voice your opinion today and hear what 321 customers have already said. 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 has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. 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 Now that winter is here, they never seem to go out. Join the 314 people who've already reviewed Sanctuary. 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. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. The resident made a further report of cigarette smoke on 6 October 2020. Learn more about Resolver Pro and how to claim your business. You can find out more or opt-out from some cookies. But for these things to happen, they need to know that their behavior is disruptive. Weve helped millions of people find a resolution. Talk to them, or leave a note under their door. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. My neighbours are causing me problems with anti-social behaviour, and the council doesnt Unreasonable noise could violate your warranty of habitability, a state law. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. End the conversation (or letter) by asking them if they could keep the However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. To find out more, you canvisit the Housing Ombudsman website. Resolver is free. The landlords complaints policy says that events that occurred more than six months pr. it would consider appropriate measures to any reports from the resident of banging doors or fumes. You report something like windows that due to age wear. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. Duration, frequency and intensity, as well as set yourself reminders can to help you get the results looking! You canvisit the Housing Ombudsmans definition of a complaint neighbours within the block who are also of! Po Box 152 well always be on hand with guidance and support help! Perpetrator the same day and that he moved into new accommodation on 5 December 2019 a or. 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