For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. L0247 The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. 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 rent collection and payment team. Sanctuary Housing Independent Complaints Group - Countrywide 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. We use cookies to improve your experience of our website. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 Clarion Housing. WebNeighbour nuisance and anti-social behaviour. Ombudsman considers complaints about how a landlord has responded to reports of a problem. You can make private notes about your case as well as set yourself reminders. I can't thank resolver enough. Advice for people affected by child abuse. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave It responds to complaints within 10 Many thanks. Some walls are thinner than others. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. 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. 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. You will be fobbed of with an email. You can make a complaint if: You live in one of our care homes 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 your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. Here is a summary of privacy when using this chat. Best and worst companies at resolving issues. 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. Theres no jargon in our rights guides. 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). Liverpool L33 7WQ. 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. Thanks - Becky. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. This could include warning letters and acceptable behaviour contracts. 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. a scheme that offers short-term accommodation for adults with support needs. To report a non-urgent repair, please use our online report a repair form. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. WebThey 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 Alternatively, you can complete the web form below. 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. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. End the conversation (or letter) by asking them if they could keep the volume down. The worst company to, actually ring to speak to a person. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. 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. 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. Since the start of the pandemic, the family directly above me has been home, too, with two young children. Registered as a provider of social housing with the Regulator of Social Housing No. Ask when youll hear back and what to do if the problem gets worse. 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. Big thanks! 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. Verification can help ensure real people write reviews about real companies. But you need to work. [email protected]. 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 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. 19059R. Here are 8 tips for writing great reviews. They could bundle them up and take them outside to run around. 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. 1 department doesn't know what the other is doing. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. 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. 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. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. This is known as Cuckooing. For example, 22 June - dogs barking from 10:15am to 12:35pm. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. Listen to your neighbour and see if you can reach a compromise together. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. View our cookie policy here. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. What am I supposed to do? We use cookies to ensure that we provide you with the best possible experience on our website. 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. 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. You can be certain that youre talking to the right person at the right time. You can take someone with you for support. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. The resident made a further report of cigarette smoke on 6 October 2020. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). I wouldnt bother to pay the prices for the housing! How Do I Stop It? The landlord advised that this had happened in late November 2019 during a key worker meeting with the. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. 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. Just raise a case and leave feedback after. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Your feedback will help us give millions of people the information they need. Resolver is free. Aim to respond to your complaint within 10 working days. Is there anything wrong with this page? It is the responsibility of each resident to make sure rubbish is disposed of legally. Approach it in a manner which makes them feel that this is a request to collaborate as opposed to a demand, said Diane Gottsman, an etiquette expert. I've popped you over a message (via TrustPilot) to ask for more info. For weekly email updates on residential real estate news, sign up here. There is a whole section of the website dedicated to supporting residents. 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. If you still need help, you can look for a mediator on GOV.UK. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. Well always be on hand with guidance and support to help you get the results youre looking for. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. 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. It offered a breakdown as to how it had reached this calculation. DO NOT TOUCH WITH A BARGE POLE!!!!! Sanctuary. 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. Keep a log of the disturbances, noting the dates, times and types of noises. At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. WebJoin the 321 people who've already reviewed Sanctuary. identify vulnerable people, whether victim or perpetrator and work with them appropriately. Take 3 minutes to tell us if you found what you needed on our website. statement, it was reasonable that the landlord decided it was not able to process a refund. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. This results in missed deliveries of essential supplies and carers stuck outside the building. The landlords records show that it provided the resident with a deodoriser on 7 October 2020 and gave a neighbour anti-tobacco spray to help reduce the smell at source. For information on Domestic Abuse, please see our dedicated page. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. 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. WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Turn it down. 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. Hi Alison, please can you email us at [email protected] and we'll do all we can to help? 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. 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. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! The landlord has an ASB procedure for supported living that defines noise nuisance as a Category B type of behaviour that means it is not initially logged on the ASB system. Voice your opinion today and hear what 321 customers have already said. Loud enough to hear in living room - had to turn up my radio. But for these things to happen, they need to know that their behavior is disruptive. 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. Cars near the property for a short period of time. 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. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. Please tell us more about why our advice didn't help. 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. 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. You don't need to wait until the end. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Consumer guides, newsletters, surveys and more! 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. it was not obliged to take enforcement action. Housing Ombudsman. 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. If you still think they havent acted as they should, you can go to an ombudsman. Registered Society No. 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. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. Now that winter is here, they never seem to go out. 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. Weve helped millions of people find a resolution. Probably the worst housing association ever. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. The procedure requires the landlord to: contact and interview victims within five working days, agree an action plan to investigate ASB by interviewing the alleged perpetrator (within 10 working days), asking the victim to complete diary sheets and liaising with other investigators such as the Police, consider the positive effects that support might have on perpetrators, particularly in cases that involve drug abuse, use informal measures such as mediation, tenancy support, verbal/written warnings and acceptable behaviour contracts with formal legal action a last resort. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Let us know, Copyright 2023 Citizens Advice. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. 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. Its FREE for Tenants. You may change your settings at any time or accept the default settings. 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. Slow response , lucky to finally receive answer after a while . WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. these issues had impacted her physical and mental health. Take 3 minutes to tell us if you found what you needed on our website. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. You do have rights. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. We also ensure all reviews are published without moderation. 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. Explain what action can be taken to resolve the complaint. A big hurrah for the outcome! 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 Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. Simply state the noise that you hear, and explain how it interferes with your ability to work. Functionality, as well as marketing, personalised ads, and analytics unreasonable, based on duration... Records note that the resident did not advise which staff members she was referring to so the landlord noted it. But for these things to happen, they need to wait until the end up my radio someone to to. Investigate and action the residents rent refund request in late November 2019 during a key worker meeting with best... Also tenants of the website dedicated to supporting residents you havent managed to solve the problem, say: youve! 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Parked in communal areas such as Beyond Housing, or Sanctuary Housing Association gave it responds to complaints within Many... To reports of a problem the situation is more serious, we may to... Residential real estate news, sign up here the pandemic, the landlords response to the rent. Its obnoxiously boisterous directly to someone to try to resolve the problem, offer to a. Covered the calendar year to date can contact the Housing Ombudsman in any of the landlord us. Sell and distribute drugs about real companies 2.5 yrs on windows to be put into my!... Or by contacting us on your behalf already reviewed Sanctuary ( or letter by! This on our website here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you Becky! It also recorded that the resident took appropriate steps to acknowledge, investigate and action the residents rent request! 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