The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. You do have rights. We use dedicated people and clever technology to safeguard our platform. Their accounts of what has happened are summarised below. Avoid at all costs! As a subscriber, you have 10 gift articles to give each month. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. WebDont waste your time. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. What are the rules about parking near your home? 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. Many thanks. We will need to know the incident number so we can follow up on your report. 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. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. potential criminal behaviour. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Worse thing we ever did was to part buy a flat from Sanctuary. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Find out how we combat fake reviews. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. 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. Thanks - Becky. If you know your neighbour is renting and who from, talk to their landlord first - this might be a private landlord, housing association or the council. 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 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. WebReport a Complaint. 520 a month to live with no heating for months on end and living with half a roof literally. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. Housing Ombudsman. 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. The landlord issued a final complaint response to the resident on 11 December 2020. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. Call 999 if the crime is still happening or 101 to report a crime later. WebTo complain about a housing association, go to the Housing Ombudsman . Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. Slow response , lucky to finally receive answer after a while . The landlord advised that this had happened in late November 2019 during a key worker meeting with the. After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. I can hear running, jumping and shouting. Registered as a provider of social housing with the Regulator of Social Housing No. 19059R. 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. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. statement, it was reasonable that the landlord decided it was not able to process a refund. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. Simply state the noise that you hear, and explain how it interferes with your ability to work. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. This Service has not seen any evidence of a bank statement being provided. Sanctuary Housing Independent Complaints Group - Countrywide This could include warning letters and acceptable behaviour contracts. 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. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. Given the account was not in credit and had not regularly been in credit according to the. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. it was not obliged to take enforcement action. The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You can ask a mediator for help if you want to put things right but you cant agree how. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Keep a log of the disturbances, noting the dates, times and types of noises. if the resident no longer receives support then their accommodation may be in jeopardy. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. 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. Just raise a case and leave feedback after. For example, 22 June - dogs barking from 10:15am to 12:35pm. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. You may not even need to mention the children. This results in missed deliveries of essential supplies and carers stuck outside the building. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Telephone: 0300 111 3000. 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. Investigations are often complicated and it is important that the officer looks into these very carefully. complaints within 10 working days at stage one and within 20 working days at stage two. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. 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. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Some walls are thinner than others. Weve helped millions of people find a resolution. 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. Here is a summary of privacy when using this chat. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. You can be certain that youre talking to the right person at the right time. Probably the worst housing association ever. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Instead, theyre full of the info you need to get things sorted. Let us know, Copyright 2023 Citizens Advice. 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. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. Vehicles can only be parked in designated parking areas. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. In this case you, Report the issue to us using our online form below, Decide whether it is antisocial behaviour and then prioritise it depending on its nature and how it is affecting you, Ask you for as much detail as possible to make sure that we fully understand the issue and the impact its having on you. Give your neighbours address and their name if you know it. DO NOT TOUCH WITH A BARGE POLE!!!!! 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). It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Theyll look at your complaint and decide if the council or housing association should put things right. 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. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. But for these things to happen, they need to know that their behavior is disruptive. 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. landlord has an ASB procedure that sets out that noise nuisance can be either continuous or intermittent, but in either case it must affect the comfort or quality of life of a reasonable person and it is bound by the statutory definition of noise nuisance. How Do I Stop It? Sanctuary wont buy back so we are stuck with it. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. 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