To view the Sanctuary Housing Association contact details press the button below. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. I recommend them to anyone who mentions complaining!! It confirmed the complaint was closed. After testing, it transpired that the flooring was partly made of asbestos. For weekly email updates on residential real estate news, sign up here. 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. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House You can take someone with you for support. Draughts coming through windows, mould everywhere and damp which ruins Contact you to discuss the outcome of our investigations. When this happens, we want to know about it so that we can put things right. If you still need help, you can look for a mediator on GOV.UK. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. My neighbours are causing me problems with anti-social behaviour, and the council doesnt 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. Probably the worst housing association ever. 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. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service View our cookie policy here. 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. 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. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. Registered Society No. Absolutely. What am I supposed to do? WebTo 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 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. Covid case rate ceiling the worst in Scotland following the outbreak. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. Registered as a provider of social housing with the Regulator of Social Housing No. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave 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. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. Sanctuary. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. Worse thing we ever did was to part buy a flat from Sanctuary. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Sanctuary wont buy back so we are stuck with it. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. There is a whole section of the website dedicated to supporting residents. We use cookies to ensure that we provide you with the best possible experience on our website. It responds to. Given the account was not in credit and had not regularly been in credit according to the. Big thanks! The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Find out how we combat fake reviews. 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. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. To find out more, you canvisit the Housing Ombudsman website. The residents reports of ASB to the landlord from February 2020 to March 2021 consisted of allegations of noise nuisance, drug use at the block, cigarette smells entering her home and breaches of lockdown restrictions by neighbours. PO Box 152 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. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. Hi Andrei, really sorry to read about your experience here. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. 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. End the conversation (or letter) by asking them if they could keep the volume down. 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. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. You can make private notes about your case as well as set yourself reminders. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. WebNeighbour nuisance and anti-social behaviour. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. The worst company to, actually ring to speak to a person. Read what we're saying about a range of issues. 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 tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. The rent collection and payment team. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. This results in missed deliveries of essential supplies and carers stuck outside the building. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Is there anything wrong with this page? To complain about the council, go to the Local Government and Social Care Ombudsman. This Service has not been provided with a copy of the neighbours tenancy 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. They are scared he may expose them. 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. You will be fobbed of with an email. I know they must have cabin fever, but so do I. 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. We also ensure all reviews are published without moderation. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. 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. Loud enough to hear in living room - had to turn up my radio. I've popped you over a message (via TrustPilot) to ask for more info. WebReport a Complaint. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. DO NOT TOUCH WITH A BARGE POLE!!!!! The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. This one is obvious. Sanctuary Housing Independent Complaints Group - Countrywide Use Resolver to make a complaint. Look fairly and honestly at the concerns that you have raised. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. We offer a variety of ways for you to be able to make a payment. It would never been escalated so quickly without resolver. 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. The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. The resident wrote to the landlord on 22 December 2020. Tell your neighbour how their behaviour is affecting you and what would help. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs 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. 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. 1. They could bundle them up and take them outside to run around. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. It is. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. For example, 22 June - dogs barking from 10:15am to 12:35pm. WR1 3ZQ. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. It offered a breakdown as to how it had reached this calculation. 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. 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. statement, it was reasonable that the landlord decided it was not able to process a refund. End the conversation (or letter) by asking them if they could keep the 19059R. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. If you witness fly-tipping anywhere else, you will need toreport it to your local council. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. 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