However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. WebSample. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. 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. Ask when youll hear back and what to do if the problem gets worse. Please tell us more about why our advice didn't help. The only number that picks up the phone. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. Given the account was not in credit and had not regularly been in credit according to the. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. 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. Good morning, sorry to read about the experience you've had. Listen to your neighbour and see if you can reach a compromise together. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. We also ensure all reviews are published without moderation. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. We use cookies to ensure that we provide you with the best possible experience on our website. Its FREE for Tenants. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. We will not disclose your identify without your consent. 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. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. But you need to work. If the problem affects other neighbours, involve them as well. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. The landlord responded to the resident on 31 December 2020. All Rights Reserved. Check their website for how to complain about anti social behaviour. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. Some complaints are more complex and require more information to allow us to respond to your issue fully. It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. They could remind them to use their inside voices. 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. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. For information on Domestic Abuse, please see our dedicated page. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Investigate your complaint thoroughly to ensure that we fully understand your complaint sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. Report Tenant Harassment Learn how to report harassment to It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The resident made a further report of cigarette smoke on 6 October 2020. The worst company to, actually ring to speak to a person. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. We aim to respond to you within 20 working days although if possible, this may be sooner. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. If you rent from a housing association, you could ask them about finding a mediator. These are not incompatible, so long as the adults deal with the noise. What does it mean to have power of attorney? 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. 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. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. You can make a complaint if: You live in one of our care homes WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. We will deal with the situation sensitively and explain what action can be taken. View our cookie policy here. Hopefully, your neighbors feel that way and will make the effort. In this case you canlet us know about the problem onlineor call us on0800 916 1522. I can't thank resolver enough. 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. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. That leaves it up to them, Ms. Gottsman said. 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. 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. The resident submitted a complaint by email on 26 September 2020. Read what we're saying about a range of issues. WR1 3ZQ. 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. The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. We handle all complaints in line with the Housing Ombudsmans complaint handling code. Your feedback will help us give millions of people the information they need. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. 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. Need replacing. Slow response , lucky to finally receive answer after a while . these issues had impacted her physical and mental health. Write as much detail as possible. 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. Resolver is free. Your experience can help others make better choices. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. Your experience can help others make better choices. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. You can take someone with you for support. On the other side of your We use dedicated people and clever technology to safeguard our platform. 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. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Learn more about Resolver Pro and how to claim your business. We offer a variety of ways for you to be able to make a payment. 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. Q: I live in a rental building in Harlem and have always worked from home. What are the rules about parking near your home? View Sanctuary Housing Association complaints contact details. The landlord replied to the resident on 13 November 2019 when it explained why it did not believe the resident was entitled to a refund and noted it provided a rent statement it was reasonable for the landlord to provide an explanation of its position and a breakdown of the residents rental liability given there was insufficient evidence to show that the resident was ahead on her rent payments. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. Theyll look at your complaint and decide if the council or housing association should put things right. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. Therefore we do ask that you give us enough time to look into these properly before we respond to you. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. You will be given the option to make your complaint by phone via our mobile app. Suggested companies. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. Their accounts of what has happened are summarised below. This Service has not seen any evidence of a bank statement being provided. 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. 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. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. If you still need help, you can look for a mediator on GOV.UK. 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. 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. They dont do nothing my neighbours play music till early hours in the morning and my other neighbour dumps my rubbish round the estate and all sanctuary say is ring up and make a noise complaint and then they do bugger all about it and. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. Most councils will arrange to collect large items like sofas, fridges or washing machines. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. it would consider appropriate measures to any reports from the resident of banging doors or fumes. If you still think they havent acted as they should, you can go to an ombudsman. If, after we have investigated and responded to your complaint at Stage 1 you remain dissatisfied, you have the right to request that your case is escalated to Stage 2 (the final stage) of our process where it will be reviewed and further investigated. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House We use cookies to improve your experience of our website. info@housing-ombudsman.org.uk. Sanctuary Housing Independent Complaints Group - Countrywide With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. 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. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. Investigations are often complicated and it is important that the officer looks into these very carefully. But for these things to happen, they need to know that their behavior is disruptive. The easiest way to complain is online using the complaints form. 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. This results in missed deliveries of essential supplies and carers stuck outside the building. Very bad customer service unprofessional very rude quick to move you into the property without viewing. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. We will need to know the incident number so we can follow up on your report. 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 Absolutely. Instead, staff are required to try to resolve matters by discussion. Find out how we combat fake reviews. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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 confirmed the complaint was closed. 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. As a subscriber, you have 10 gift articles to give each month. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. Is there anything wrong with this page? Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Avoid at all costs! Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. 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. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. 1996 and the Housing Act 1996 and the Housing Act 1996 and the Housing Ombudsmans complaint code. 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