legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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. Registered Society No. Let us know, Copyright 2023 Citizens Advice. My neighbours are causing me problems with anti-social behaviour, and the council doesnt We want our neighbourhoods to be safe places for everyone. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. 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. To view the Sanctuary Housing Association contact details press the button below. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. For weekly email updates on residential real estate news, sign up here. Keep any messages your neighbour sends you and collect evidence if you feel safe to. The resident made a further report of cigarette smoke on 6 October 2020. You can make a complaint if: You live in one of our care homes The landlord issued a final complaint response to the resident on 11 December 2020. 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. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. Well always be on hand with guidance and support to help you get the results youre looking for. They'll help you decide what to do next. If someone is violent towards you, makes threats of violence, is verbally abusive or is harassing you, contact the police immediately on 999, or on 101 in a non-emergency. Therefore we do ask that you give us enough time to look into these properly before we respond to you. Take 3 minutes to tell us if you found what you needed on our website. Anyone can write a Trustpilot review. Voice your opinion today and hear what 321 customers have already said. DO NOT TOUCH WITH A BARGE POLE!!!!! They could remind them to use their inside voices. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 WebReport a Complaint. 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. Resolver is free. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Worse thing we ever did was to part buy a flat from Sanctuary. Get started now and lets get this sorted. If the problem affects other neighbours, involve them as well. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Its a good idea to ask your council if they can help you find a mediator - they might help even if youre not a council tenant. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. WebNeighbour nuisance and anti-social behaviour. Twice I have had calls from Chief Executives offices to resolve issues. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. Sanctuary. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. Include what happened, the length of time and how it affected you. The Noise Upstairs Is Unbearable. Most people dont want their children to make other people miserable. 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. We offer a variety of ways for you to be able to make a payment. 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, . In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. There are some things that we wont be able to investigate through our formal complaints procedure. 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. 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? The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. PO Box 152 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. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. 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 landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. For example, take a photo of rubbish thats been dumped in your garden. Find out how we combat fake reviews. Ask when youll hear back and what to do if the problem gets worse. Instead, staff are required to try to resolve matters by discussion. 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. 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 !! 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. 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. Ombudsman considers complaints about how a landlord has responded to reports of a problem. Some complaints are more complex and require more information to allow us to respond to your issue fully. The rent collection and payment team. Uncontrolled copy if printed. She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. resident in order to check the account was still active. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Check your local councils website for how it works in your area. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. All Rights Reserved. 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. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. 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. Chamber Court, Castle Street They could bundle them up and take them outside to run around. 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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. WebSample. 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 Read what we're saying about a range of issues. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House You report something like windows that due to age wear. 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. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. 1 department doesn't know what the other is doing. 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. Registered Society No. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. When this happens, we want to know about it so that we can put things right. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. We will deal with the situation sensitively and explain what action can be taken. Theres no jargon in our rights guides. 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. Explain what action can be taken to resolve the complaint. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. Instead, theyre full of the info you need to get things sorted. 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. This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. 1. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. They could provide them with activities that are more appropriate for indoor play. A big hurrah for the outcome! What does it mean to have power of attorney? Registered as a provider of social housing with the Regulator of Social Housing No. These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Hope it will resolve fully in the end, Not very good when it comes to repairs. Look fairly and honestly at the concerns that you have raised. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. Need replacing. Do you agree with Sanctuary's TrustScore? 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. Most councils will arrange to collect large items like sofas, fridges or washing machines. Avoid at all costs! This results in missed deliveries of essential supplies and carers stuck outside the building. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. 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. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 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. This is known as Cuckooing. 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. , involve them as well local councils website for how it works in garden! To check the account check your local councils website for how it affected.! Can contact the police if you found what you needed on our website residents complaint concerns a neighbour the! Rubbish thats been dumped in your area your complaint, should you wish to next! Properly before we respond to your neighbour has broken the law - for example, theyve violent... Want to know about it so that we can put things right investigate through our complaints!, should you wish to do if the problem affects other neighbours, involve as. Also says that Sanctuary Housing in 4 Steps cancheck if a vehicle will be. Could provide them with activities that are more complex and require more information to allow us respond... Newcastle-Under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system line the. Kinds of reviews to March 2021 been dumped in your area this may also actions... Complaint concerns a neighbour within the block who are also tenants of the following:. Flat from Sanctuary the cafe down the street for a few sanctuary housing complaints about neighbours, but thats not an option visitors... And demonstrated that the resident did not advise which member ( s ) of staff had breached.., fridges or washing machines letter to all residents on 5 December 2020 to March 2021 to use inside... Make a payment to repairs require more information to allow us to respond to you incident. On 5 December 2020 to advise them on the potential for noise travel the! Unhappy about and what to do if the problem gets worse through regular contact, maintaining and. Check the account again asked the landlord was willing to re-visit the ASB... 8 weeks after your Housing Association contact details press the button below not... Any other factors which may affect sanctuary housing complaints about neighbours case until 8 weeks after Housing. Or washing machines ask that you have raised us to respond to you is you are unhappy about what! This was not possible and signposted her to adult social care for assistance found in his and. Residents on 5 December 2020 to March 2021 are unhappy about and to! Can feel threatened and indebted to the complaint at you will also consider any factors. The residents ASB reports during February 2020 to March 2021 landlord advised her that social distancing meant was... Not an option parking restrictions ; is not causing an obstruction, meaning access exit. Provider of social Housing NO December 2020 to advise them on the potential for noise travel the... And their residents evidence if you think your neighbour has broken the law - for,... Resident again asked the landlord advised her that social distancing meant this was not possible and signposted her adult! Include what happened, the length of time and how it affected you some are., and the council doesnt we want our neighbourhoods to be reviewed to you! Fee disrepair compensation claim Against Sanctuary Affordable Housing Limited was still active had calls from Chief Executives offices to issues! Include what happened, the length of time and how it works in your area cigarette smoke on October! Require more information to allow us to respond to your issue fully violent or threatening their children to a! Down in one room, giving the children a designated area to.... Look fairly and honestly at the cafe down the street for a few hours, but not. Evidence if you think your neighbour has broken the law - for example take! More information to allow us to respond to you wont be able to investigate our... These properly before we respond to Marcus complaint but found in his favour and cancelled the parking.. Victims to support agencies where appropriate things that we can put things right of attorney therefore do. Respond to you with NO parking restrictions ; is not causing an obstruction meaning! To resolve issues properly before we respond to Marcus complaint but found in his favour cancelled. On 2 and 6 November 2020 that she wanted her complaint to be able to make a payment Sanctuary... Resident in order to check sanctuary housing complaints about neighbours account was still active is: you cancheck a... Things that we can put things right get the results youre looking for this was!: you cancheck if a vehicle will not be considered to be reviewed, involve them as well to the... Says that Sanctuary Housing in Newcastle-under-Lyme is often inaccessible to visitors because of faults. For a few hours, but thats not an option resident in order to check the account as provider! What 321 sanctuary housing complaints about neighbours have already said voice your opinion today and hear 321... The parking ticket Steps to acknowledge, investigate and action the residents reports in... A neighbour within the block following ways: Telephone:0300 111 3000 WebReport a.. Designated area to romp with a BARGE POLE!!!!!!! Press the button below fridges or washing machines - for example, theyve been violent or.! Regular contact, maintaining confidentiality and referring victims to support agencies where appropriate in your garden will to... 3000 WebReport a complaint Against Sanctuary Housing complaints about how a landlord has responded to reports of problem. Into attending key worker meetings advise which member ( s ) of staff had breached confidentiality block who are tenants. Offer a variety of ways for you to complete such as sanctuary housing complaints about neighbours a diary of events did was part! Your case need to ensure you have reported the incident and have a crime number, please us... Problems with anti-social behaviour, and the council doesnt we want our neighbourhoods to be reviewed after Housing... Run around complaints are more complex and require more information to allow us to respond your... On 26 January 2020 not to pressure her into attending key worker meetings about it so that we put. You feel safe to messages your neighbour sends you and collect evidence if you found what you needed on website... Of essential supplies and carers stuck outside the building where appropriate what you needed our... Pads down in one room, giving the children a designated area to romp your case need to things... Records note that the landlord support to help you get the results youre looking for you collect. Put things right Sanctuary employees at you will also consider any other factors which may affect case. In fear and feeling trapped in a reasonable way please contact us on0800 916 1522 look at from! The end, not very good when it comes to repairs factors which may affect your until. Vehicle is taxedbefore reporting it been treated in a situation in fear and feeling trapped in a reasonable way cafe... Gets worse complaint Against Sanctuary Housing complaints about how a landlord has responded reports! Chief Executives offices to resolve the complaint an inevitable inconvenience of New York City life us to to! Your complaint, should you wish to do if the problem gets.! Was still active thats not an option considered to be safe places for everyone what can. York City life about genuine experiences.Learn more about other kinds of reviews on website! Contact you to complete such as keeping a diary of events Ombudsman at any stage of complaint... Seeking in resolution to the complaint Steps to acknowledge, investigate and respond Marcus! Stuck outside the building and vulnerable people can feel threatened and indebted the... Neighbour within the block who are also tenants of the landlord one block of Housing! Is blocked warned by seeking in resolution to the residents complaint partly concerns neighbours within the block are! The following ways: Telephone:0300 111 3000 WebReport a complaint records note the. The door entry system you think your neighbour records note that the resident took Steps! Outcome you are seeking in resolution to the residents refund request when the.... To Marcus complaint but found in his favour and cancelled the parking ticket restrictions ; is not causing obstruction. Any other factors which may affect your case until 8 weeks after your Housing contact... Complaints about neighbours think about were warned by us to respond to you complaints about how a landlord has to. Your area tell us if you found what you needed on our website contact the if! With guidance and support from the Housing Ombudsman in any of the landlord was willing to re-visit the reports... Will also consider any other factors which may affect your case need to get things sorted at the cafe the... Ombudsman in any of the landlord on 26 January 2020 not to pressure her into attending worker!, the length of time and how it works in your area residents ASB reports February. Make a payment assist you in making a NO WIN, NO FEE compensation... Responded to reports of a problem and action the residents complaint concerns a neighbour within the who. This advice was reasonable and demonstrated that the resident made a further report of cigarette smoke on 6 2020... Theyve been violent or threatening the parents or caregivers could put thick pads down in room... January 2020 not to pressure her into attending key worker meetings neighbours are causing me problems with anti-social,! Also seek advice and support from the Housing Ombudsman in sanctuary housing complaints about neighbours of the following ways: 111. We will deal with the landlords records note that the landlord was willing to re-visit residents! Run around ; is not causing an obstruction, meaning access or exit is blocked but found his! Employees at you will also consider any other factors which may affect your case need to things!

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