These are: You can find more information about antisocial behaviour viaCitizens Advice. Children need to play. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. 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. 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. 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. 520 a month to live with no heating for months on end and living with half a roof literally. Investigate your complaint thoroughly to ensure that we fully understand your complaint As a subscriber, you have 10 gift articles to give each month. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. 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. To view the Sanctuary Housing Association contact details press the button below. And 10 years for my front door to be fixed properly YES ten years!! Verification can help ensure real people write reviews about real companies. 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. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Get started now and lets get this sorted. 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. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. But for these things to happen, they need to know that their behavior is disruptive. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Covid case rate ceiling the worst in Scotland following the outbreak. Only talk to your neighbour if you feel safe and comfortable. Check your local councils website for how it works in your area. 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 Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. Worcester, Worcestershire Join the 314 people who've already reviewed Sanctuary. 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. Housing Ombudsman. 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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. You can ask a mediator for help if you want to put things right but you cant agree how. It offered a breakdown as to how it had reached this calculation. Carefully consider the impact that this has had on you and your family. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. A big hurrah for the outcome! Sanctuary. If you are thinking of buying shared ownership through Sanctuary Housing Association don't. You will regret it when you try and sell. Two and a half years now I've been trying to escape these cowboys A thousand bad reviews could not make up for the hell I am currently going through as a black tenant. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Theres no jargon in our rights guides. Advice for people affected by child abuse. Follow us on Twitter: @nytrealestate. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. This one is obvious. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. Need replacing. 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. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. 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. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. 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. This Service has not been provided with a copy of the neighbours tenancy On the other side of your You may not even need to mention the children. 1. Its FREE for Tenants. Look fairly and honestly at the concerns that you have raised. Telephone: 0300 111 3000. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House In response, the landlord issued another rent statement to the resident in October 2020. It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Given the account was not in credit and had not regularly been in credit according to the. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Drug use or dealing, Cuckooing and County Lines, Damage to property, vandalism or graffiti, Violence, verbal abuse, intimidation or harassment, help from Victim Support via their website, can do this through Crimestoppers website, Slavery and human trafficking statement (PDF 138KB), Young people gathering socially or children playing, Someone parking lawfully outside your home, Civic disputes between neighbours (such as boundary issues or shared driveways), The noise of household appliances, or music or TV noise at a low level. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. The easiest way to complain is online using the complaints form. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Just raise a case and leave feedback after. 2023 Trustpilot, Inc. All rights reserved. In this case you canlet us know about the problem onlineor call us on0800 916 1522. We use cookies to ensure that we provide you with the best possible experience on our website. 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. Sanctuary Housing Independent Complaints Group - Countrywide Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. 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. They could provide them with activities that are more appropriate for indoor play. Your experience can help others make better choices. Do you agree with Sanctuary's TrustScore? 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. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Turn it down. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. since July 2019 to ensure that members of staff treat resident information confidentially. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). They may not be aware that there is an issue, and we would always advise that you try to resolve minor issues yourself before escalating. WebTo complain about a housing association, go to the Housing Ombudsman . She advised that she would provide a bank statement. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Check their website for how to complain about anti social behaviour. Consumer guides, newsletters, surveys and more! Weve helped millions of people find a resolution. 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. Ive been waiting 2.5 yrs on windows to be put into my bedroom! the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. Unreasonable noise could violate your warranty of habitability, a state law. 19059R. I wouldnt bother to pay the prices for the housing! Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. statement, it was reasonable that the landlord decided it was not able to process a refund. We offer a variety of ways for you to be able to make a payment. 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. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. 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. To report a non-urgent repair, please use our online report a repair form. Good morning, sorry to read about the experience you've had. Well always be on hand with guidance and support to help you get the results youre looking for. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. Loud enough to hear in living room - had to turn up my radio. We will also advise you how to word your complaint in order to get a swift resolution to your issue. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. You can find out more or opt-out from some cookies. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. 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. it was not obliged to take enforcement action. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. Call 999 if the crime is still happening or 101 to report a crime later. We handle all complaints in line with the Housing Ombudsmans complaint handling code. Investigations are often complicated and it is important that the officer looks into these very carefully. these issues had impacted her physical and mental health. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Voice your opinion today and hear what 321 customers have already said. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. Cars near the property for a short period of time. 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. Absolutely. Simple! 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. ), You may have better luck reasoning with your neighbors directly. We want our neighbourhoods to be safe places for everyone. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. 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. 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. Hopefully, your neighbors feel that way and will make the effort. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. 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. Sanctuary Housing Independent Complaints Group - Countrywide The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. potential criminal behaviour. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. Their accounts of what has happened are summarised below. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. To complain about a housing association, go to the Housing Ombudsman. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. 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. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. 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. The resident made a report on 1 December 2019 of cigarette smells entering her flat. It is. Many thanks. weekly meetings in line with the support agreement. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. You report something like windows that due to age wear. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. 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 Since the start of the pandemic, the family directly above me has been home, too, with two young children. Best and worst companies at resolving issues. Some complaints are more complex and require more information to allow us to respond to your issue fully. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. 19059R. Q: I live in a rental building in Harlem and have always worked from home. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. 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. This procedure adds that. All rights reserved. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust The landlord issued a final complaint response to the resident on 11 December 2020. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 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. 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.
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