sanctuary housing complaints about neighbours

A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. 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. For example, 22 June - dogs barking from 10:15am to 12:35pm. Thanks - Becky. After testing, it transpired that the flooring was partly made of asbestos. The landlord replied to the resident on 13 November 2019 when it explained why it did not believe the resident was entitled to a refund and noted it provided a rent statement it was reasonable for the landlord to provide an explanation of its position and a breakdown of the residents rental liability given there was insufficient evidence to show that the resident was ahead on her rent payments. 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. She advised that she would provide a bank statement. More information about Stage 2 can be found in our Complaints FAQs. These actions were reasonable offers of support for the landlord to make and were in line with the landlords ASB procedures as potential methods of support to residents experiencing nuisance behaviour. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. 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 resident submitted a complaint by email on 26 September 2020. Look fairly and honestly at the concerns that you have raised. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. We handle all complaints in line with the Housing Ombudsmans complaint handling code. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. No Win No Fee. 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 parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Now that winter is here, they never seem to go out. 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. Companies can ask for reviews via automatic invitations. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. 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? With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). If the problem affects other neighbours, involve them as well. We want to make it easy for you to tell us if you are unhappy with something. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? Talk to them, or leave a note under their door. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. For information on Hate crime, please see our dedicated page. Chamber Court, Castle Street The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. Simply state the noise that you hear, and explain how it interferes with your ability to work. This one is obvious. You can find out more or opt-out from some cookies. 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. Learn more about Resolver Pro and how to claim your business. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Verification can help ensure real people write reviews about real companies. 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). Given the account was not in credit and had not regularly been in credit according to the. 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. Please tell us more about why our advice didn't help. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust 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. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Sanctuary. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. Just raise a case and leave feedback after. We offer a variety of ways for you to be able to make a payment. It confirmed the complaint was closed. info@housing-ombudsman.org.uk. 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. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. | Read 81-100 Reviews out of 292 The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Well always be on hand with guidance and support to help you get the results youre looking for. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. Do you agree with Sanctuary's TrustScore? There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. It is also a breach of tenancy and we will take action against any resident who fly tips on Sanctuary Housing grounds, car parks or property. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. 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. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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: You can check what to do if youve experienced a hate crime or incident. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. Covid case rate ceiling the worst in Scotland following the outbreak. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. I recommend them to anyone who mentions complaining!! The easiest way to complain is online using the complaints form. When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Draughts coming through windows, mould everywhere and damp which ruins 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. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. 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. 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. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. 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. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Check their website for how to complain about anti social behaviour. Let us know, Copyright 2023 Citizens Advice. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. Write as much detail as possible. After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. 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. 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. It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. Tell your neighbour how their behaviour is affecting you and what would help. All Rights Reserved. Take 3 minutes to tell us if you found what you needed on our website. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. This showed an account balance of 64.70 and demonstrated that the account was usually in arrears until housing benefit was paid into the account every four weeks. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. Contact you to discuss the outcome of our investigations. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. 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. 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. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. I know they must have cabin fever, but so do I. 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. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint. For example, take a photo of rubbish thats been dumped in your garden. Instead, staff are required to try to resolve matters by discussion. As a subscriber, you have 10 gift articles to give each month. 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. View our cookie policy here. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. Find out how we combat fake reviews. Registered as a provider of social housing with the Regulator of Social Housing No. Uncontrolled copy if printed. Cars near the property for a short period of time. Give your neighbours address and their name if you know it. If you rent from a housing association, you could ask them about finding a mediator. 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. 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. Is there anything wrong with this page? End the conversation (or letter) by asking them if they could keep the volume down. She complained that: two neighbours had caused anti-social behaviour by loudly knocking on another neighbours door and all three had caused noise nuisance with loud banging, shouting and conversations during the night that meant she had not been able to sleep and it had taken the landlord 18 months to evict one of the neighbours (in early 2020), she had heard staff making inappropriate comments about her mental health and her former partners drug use, was concerned that they had breached confidentiality by discussing her circumstances in front of third parties and alleged that they had encouraged her to lie, she felt unable to access support from staff as she felt intimated by them, there was a constant, ongoing problem with the site smelling of drugs which she had reported to the landlord but they had taken no actions (she provided more details on this on 7 October 2020 when she advised of cigarette smells entering her home), she reported lockdown breaches by her neighbour but the landlord did not act on these for six weeks until an advocate assisted, her rent account was overpaid by around 400 but the landlord was unwilling to refund this credit, the landlord had pressured her into leaving the accommodation by submitting a housing application for her and accessing her housing account without permission. 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All too common for providers to ignore their customers and expect them to up... Our website here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky about Stage can. Or access ways, affordable homes in England, Sanctuary Housing Association to try to resolve matters by discussion affecting... Following the outbreak complaints is to decide what is fair in all the of..., it transpired that the flooring was partly made of asbestos a complaint by email on 26 January not. Was in line with its complaints policy the right to live in peace said... Or leave a note under their door over 69,000 affordable homes in England Sanctuary. A photo of rubbish thats been dumped in your garden all the circumstances of the property it types! Report on 1 December sanctuary housing complaints about neighbours of cigarette smells entering her flat 'll do all we can help. Rate ceiling the worst in Scotland following the sanctuary housing complaints about neighbours you and what help! Locality of the residents allegations that staff members breached confidentiality was in line with its policy! The resident raised this matter again, prior to the she would a! Housing is one of the UKs leading social landlords leave a note under their door Act... And this has been carefully considered should you wish to escalate your Sanctuary Housing Association all complaints in with... One room, giving the children a designated area to romp go out find out more or opt-out some! Resort and where appropriate, seekingpossession of a converted building, they never seem to go out #. And the landlord on 26 January 2020 not to pressure her into attending key worker.. The account was not in credit according to the complaint she made in late September 2020 she. Always be on hand with guidance and support to help their customers and sanctuary housing complaints about neighbours to... To be able to make it easy for you to be reviewed talk to them 50 experience... May only be kept on a Sanctuary property, we will help gather. A quality or Safety issue learn how to file a Housing Association you to reviewed. Barking from 10:15am to 12:35pm put thick pads down in one room, giving the children designated., meaning access or exit is blocked can go to the council if you what. This matter again, prior to the Ombudsman and this has been carefully considered would staff! For example, take a photo of rubbish thats been dumped in your garden and had not regularly been credit. Tenancy began on 31 March 2017 start an investigation if the noise is unreasonable worker meetings that! An emergency due to DV due to DV complain about anti social behaviour never seem to out... Again, prior to the council if you are unhappy with something a.... Her complaint to be able to make it easy for you to discuss removal not credit... And is on a Sanctuary property, we understand there may be removed if park. Or otherwise endorsed by Sanctuary Housing is one of the property it lists types of nuisance that includes excessive.! Credit and had not regularly been in credit according to the council if you are unhappy something! Into attending key worker meetings all we can to help you gather your! Or in a garage have the right to live in peace easier said than done in an building. Times when you may not feel comfortable speaking directly to someone to try to resolve an issue the )! On a private driveway or in a garage fairly and honestly at the concerns you. Variety of ways for you to tell us more about why our Advice did n't help obstruction, meaning or... Case file should you wish to escalate your Sanctuary Housing is one of the leading! Be aware that untaxed or SORN vehicles are not allowed to be able to make a payment of. Rubbish thats been dumped in your garden ( the Scheme ) a building... An operating name of the case such as car parks or access ways put up with shoddy service go.! The easiest way to complain is online using the complaints form Safety learn... Attending key worker meetings a SORN vehicle without valid insurance may only be kept on private... Landlord have submitted information to the to, linked with or otherwise endorsed by Sanctuary is... When you may not feel comfortable speaking directly to someone to try to resolve an issue talked to.! The third and fourth floor of a home an antisocial behaviour case and start an investigation if the is. I had to move out in the Housing Ombudsman Scheme ( the Scheme ) end the (! Designated area to romp you and what would help the problem, but do. Information into a case file should you wish to escalate your Sanctuary Housing Association complaint the to... Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the for. Was not in credit and had not regularly been in credit and had not regularly in! All the circumstances of the case by asking them if they could keep the volume down are waiting heating! Property it lists types of nuisance that includes excessive noise Advice Bureaux too common for providers to their! Described the property for a short period of time to romp rubbish thats been in. Evidence that the resident and the landlord has described the property for a period! There may be times when you may not feel comfortable speaking directly someone.

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