You can be certain that youre talking to the right person at the right time. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Registered as a provider of social housing with the Regulator of Social Housing No. 520 a month to live with no heating for months on end and living with half a roof literally. Just raise a case and leave feedback after. Hopefully, your neighbors feel that way and will make the effort. 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. 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. I've popped you over a message (via TrustPilot) to ask for more info. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. You do have rights. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than Most councils will arrange to collect large items like sofas, fridges or washing machines. Turn it down. Voice your opinion today and hear what 321 customers have already said. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House But you need to work. 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. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. 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. Verification can help ensure real people write reviews about real companies. Call 999 if the crime is still happening or 101 to report a crime later. Anyone can write a Trustpilot review. To view the Sanctuary Housing Association contact details press the button below. Children need to play. 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. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. it was not obliged to take enforcement action. You don't need to wait until the end. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The rent collection and payment team. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. She asked the landlord not to access the account again and it agreed. We will not disclose your identify without your consent. 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. For example, take a photo of rubbish thats been dumped in your garden. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. If you still think they havent acted as they should, you can go to an ombudsman. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. You will be fobbed of with an email. It goes against our guidelines to offer incentives for reviews. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. Check their website for how to complain about anti social behaviour. 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. 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. Sanctuary wont buy back so we are stuck with it. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Keep a log of the disturbances, noting the dates, times and types of noises. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. 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. 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. Most people dont want their children to make other people miserable. 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. 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. Sanctuary Housing Independent Complaints Group - Countrywide There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. In addition, Resolver will help you record all calls and correspondence you make via our app and website. It is. Take 3 minutes to tell us if you found what you needed on our website. Big thanks! info@housing-ombudsman.org.uk. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. The landlord responded to the resident on 31 December 2020. 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. But for these things to happen, they need to know that their behavior is disruptive. potential criminal behaviour. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Tell your neighbour how their behaviour is affecting you and what would help. It is the responsibility of each resident to make sure rubbish is disposed of legally. Sanctuary Housing is a non-profit organization based in England and Scotland, and their mission is to build affordable homes and sustainable communities for people to live in. They'll help you decide what to do next. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. 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. Between the stage one complaint response of 14 October 2020 and December 2020 (when a final complaint response was issued), the landlord noted the following further actions in response to the residents ASB reports: it recorded that the resident had attended a key worker session on 20 October 2020 but refused further housing-related support, it wrote to the resident on 21 October 2020 about cigarette smoke, advising that residents are permitted to smoke inside their flats but not in communal areas and that it had provided a battery powered air freshener for the area in question and given the resident anti-tobacco smell spray, found an office door was causing the resident disturbance on 9 November 2020 so reminded staff to close doors carefully and use a buffer on the catch, interviewed a neighbour on 13 November 2020, asking them to avoid causing a noise during the night, investigated a report of cannabis smells on 19 November 2020, issuing a final warning to a neighbour as a result, conducted a block walkabout on 23 November 2020, noting it was unable to detect a cannabis smell, reviewed CCTV footage on 24 November 2020 in response to a noise nuisance report, noting that the Police had been called to the block and may have been responsible for some noise, reviewed CCTV footage on 28 and 30 November 2020, noting that no potential perpetrators of noise were identified. It would never been escalated so quickly without resolver. 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. The resident submitted a complaint by email on 26 September 2020. Instead, staff are required to try to resolve matters by discussion. Here is a summary of privacy when using this chat. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 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. Join the 314 people who've already reviewed Sanctuary. Unreasonable noise could violate your warranty of habitability, a state law. These are not incompatible, so long as the adults deal with the noise. View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. 520 a month to live with no heating for months on end and living with half a roof literally. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. You can make a complaint if: You live in one of our care homes The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Your experience can help others make better choices. 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. Ask when youll hear back and what to do if the problem gets worse. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. 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. Registered Society No. 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. Registered as a provider of social housing with the Regulator of Social Housing No. 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. Theyll look at your complaint and decide if the council or housing association should put things right. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Simply state the noise that you hear, and explain how it interferes with your ability to work. Let us know, Copyright 2023 Citizens Advice. Cars near the property for a short period of time. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. 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. Advice can vary depending on where you live. And 10 years for my front door to be fixed properly YES ten years!! Your experience can help others make better choices. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Therefore we do ask that you give us enough time to look into these properly before we respond to you. More information on the cookies we set can be found in our cookie policy. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue. 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