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 aim to respond to you within 20 working days although if possible, this may be sooner. She asked the landlord not to access the account again and it agreed. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. Simple! Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. Sanctuary. Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. 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. 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. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. 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. More information about Stage 2 can be found in our Complaints FAQs. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. For example, 22 June - dogs barking from 10:15am to 12:35pm. 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. 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. 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. Instead, theyre full of the info you need to get things sorted. Now that winter is here, they never seem to go out. Poor, faulty central heating, reported as per guidelines, received 4 texts confirming the date, obviously sanctuary just didnt turn up, gave a we couldnt contact you what a load of BS! 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. Chamber Court, Castle Street 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). End the conversation (or letter) by asking them if they could keep the are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. 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. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. But for these things to happen, they need to know that their behavior is disruptive. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. resident in order to check the account was still active. 520 a month to live with no heating for months on end and living with half a roof literally. The rent collection and payment team. Write as much detail as possible. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. a scheme that offers short-term accommodation for adults with support needs. 1 department doesn't know what the other is doing. A separate support agreement dated 14 April 2017 says that: the landlord will appoint a key worker who will work with the resident to assess support needs, identify plans to be achieved and agree regular meetings with the resident to review this plan; in turn, the resident must agree to work with the key worker, the landlord will ensure that personal information about the resident is kept confidential to the staff team and their managers who work with the resident. You may not even need to mention the children. Twice I have had calls from Chief Executives offices to resolve issues. Worcester, Worcestershire The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. 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. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 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. weekly meetings in line with the support agreement. 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. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. 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. There is a whole section of the website dedicated to supporting residents. The resident made a further report of cigarette smoke on 6 October 2020. Since the start of the pandemic, the family directly above me has been home, too, with two young children. This is known as Cuckooing. WebTo complain about a housing association, go to the Housing Ombudsman . We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. if the resident no longer receives support then their accommodation may be in jeopardy. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Investigate your complaint thoroughly to ensure that we fully understand your complaint To view the Sanctuary Housing Association contact details press the button below. You can check what to do if youve experienced a hate crime or incident. If you still need help, you can look for a mediator on GOV.UK. It responds to complaints within 10 The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave 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. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. You can be certain that youre talking to the right person at the right time. 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. Its FREE for Tenants. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. 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. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. 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. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. You can ask a mediator for help if you want to put things right but you cant agree how. Here is a summary of privacy when using this chat. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. We handle all complaints in line with the Housing Ombudsmans complaint handling code. Report Tenant Harassment Learn how to report harassment to Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. Anyone can write a Trustpilot review. Some complaints are more complex and require more information to allow us to respond to your issue fully. Do you agree with Sanctuary's TrustScore? If the problem affects other neighbours, involve them as well. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. The worst company to, actually ring to speak to a person. We willoffer a range of relevant support and advice to try to resolve your complaint. Is there anything wrong with this page? This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. 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. To complain about a housing association, go to the Housing Ombudsman. Cars near the property for a short period of time. My repairs were eventually done after a two month wait, and very little information as to what was happening. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 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 youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. You report something like windows that due to age wear. Use Resolver to make a complaint. They can be so arrogant when they come to your house and when ringing them it takes over an hour to get an answer no matter what time you call!! WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Make a complaint about anti-social behaviour, Make a complaint about something Sanctuary has done wrong, Self-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), Slavery and human trafficking statement (PDF 138KB). Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Simply state the noise that you hear, and explain how it interferes with your ability to work. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. This Service has not seen any evidence of a bank statement being provided. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Anyone can read what you share. They are scared he may expose them. You will be fobbed of with an email. Complaint cases received April 2021 March 2022 Housing associations by complaint cases received Landlord Name Cases London & Quadrant Housing Trust If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. Avoid at all costs! The resident has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Alternatively, you can complete the web form below. 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. You may change your settings at any time or accept the default settings. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. Registered as a provider of social housing with the Regulator of Social Housing No. 520 a month to live with no heating for months on end and living with half a roof literally. Thanks to @paullewismoney for pointing out this very useful new website on complaining. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. It responds to. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Its quicker to talk face to face - but you can write, text or call if thats easier. Your experience can help others make better choices. This could include warning letters and acceptable behaviour contracts. Thanks - Becky. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. | Read 81-100 Reviews out of 292 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. 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. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. Instead, staff are required to try to resolve matters by discussion. Take 3 minutes to tell us if you found what you needed on our website. 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. View Sanctuary Housing Association complaints contact details. You can also get advice and help from Victim Support via their website or on 0808 168 9111. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. As a subscriber, you have 10 gift articles to give each month. 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. Just raise a case and leave feedback after. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. View our cookie policy here. Many thanks. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Slow response , lucky to finally receive answer after a while . 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