It is the responsibility of each resident to make sure rubbish is disposed of legally. You can make private notes about your case as well as set yourself reminders. 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. Now that winter is here, they never seem to go out. Find out how we combat fake reviews. 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. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. Contact you to discuss the outcome of our investigations. To find out more, you canvisit the Housing Ombudsman website. 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. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. To complain about a housing association, go to the Housing Ombudsman. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Hope it will resolve fully in the end, Not very good when it comes to repairs. They'll help you decide what to do next. WebSample. Twice I have had calls from Chief Executives offices to resolve issues. It would never been escalated so quickly without resolver. More information on the cookies we set can be found in our cookie policy. Uncontrolled copy if printed. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. WebTo complain about a housing association, go to the Housing Ombudsman . A big hurrah for the outcome! The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. Sanctuary Housing Independent Complaints Group - Countrywide All Rights Reserved. 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. The Noise Upstairs Is Unbearable. 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. On the other side of your We use cookies to improve your experience of our website. Their accounts of what has happened are summarised below. WebReport a Complaint. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. 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. 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. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. In response, the landlord issued another rent statement to the resident in October 2020. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service More information about Stage 2 can be found in our Complaints FAQs. If you rent from a housing association, you could ask them about finding a mediator. 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 landlords complaints policy says that events that occurred more than six months pr. We will not disclose your identify without your consent. They are scared he may expose them. Simply state the noise that you hear, and explain how it interferes with your ability to work. If not, it must be reported to the local council. It responds to. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. 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. 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. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. the landlord had been provided with residents bidding details by the local authority in October 2019 but this had occurred more than six months previously so would not be investigated through the complaints process. How Do I Stop It? The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Clarion Housing. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. 9.15am-5.15pm: Mon, Thurs, Fri Most people dont want their children to make other people miserable. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. The landlord replied to the resident on 29 January 2021. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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). The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. For information on Hate crime, please see our dedicated page. 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. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call). 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. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. I recommend them to anyone who mentions complaining!! They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Big thanks! Liverpool L33 7WQ. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. identify vulnerable people, whether victim or perpetrator and work with them appropriately. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. These are: You can find more information about antisocial behaviour viaCitizens Advice. 1000 we pay yearly already. And 10 years for my front door to be fixed properly YES ten years!! Check your local councils website for how it works in your area. 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. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Advice can vary depending on where you live. Advice for people affected by child abuse. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. 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. That leaves it up to them, Ms. Gottsman said. 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. Thanks - Becky. it was not obliged to take enforcement action. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. 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. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. 2023 Trustpilot, Inc. All rights reserved. You can be certain that youre talking to the right person at the right time. These are not incompatible, so long as the adults deal with the noise. 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. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. Talk to them, or leave a note under their door. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Theres no jargon in our rights guides. Join the 314 people who've already reviewed Sanctuary. Hi Andrei, really sorry to read about your experience here. Registered Society No. Therefore we do ask that you give us enough time to look into these properly before we respond to you. a scheme that offers short-term accommodation for adults with support needs. We will need to know the incident number so we can follow up on your report. 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. Funny how only the employee gets a reply!!! This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You do have rights. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. 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! 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. Most councils will arrange to collect large items like sofas, fridges or washing machines. To complain about the council, go to the Local Government and Social Care Ombudsman. For information on Domestic Abuse, please see our dedicated page. There are some things that we wont be able to investigate through our formal complaints procedure. You will be fobbed of with an email. 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. Learn more about Resolver Pro and how to claim your business. But you need to work. 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. 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. 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, . Verification can help ensure real people write reviews about real companies. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. WebJoin the 321 people who've already reviewed Sanctuary. Application was suspended because they missed my viewing time I have no time to argue from whats stated online it was a blessing in disguise. Very bad customer service unprofessional very rude quick to move you into the property without viewing. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. 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. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well No Win No Fee. 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 !! Keep any messages your neighbour sends you and collect evidence if you feel safe to. Anyone can write a Trustpilot review. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. We use cookies to ensure that we provide you with the best possible experience on our website. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. 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. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. info@housing-ombudsman.org.uk. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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. 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. DO NOT TOUCH WITH A BARGE POLE!!!!! Look fairly and honestly at the concerns that you have raised. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. 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. 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. 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. 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. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. 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. 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Can be found in our cookie policy formal complaints procedure Thurs, Fri Most people dont want children. Not very good when it comes to repairs that leaves it up to,. Behaviour is classed as 'anti social ' there are some things that wont. Dedicated page its ASB procedures and offer on our website about anti-social behaviour page neighbours think about were warned.! Fairly and honestly at the right time Countrywide all Rights Reserved notes about your experience of website!: Housing Ombudsman website private notes about your experience of our investigations Scheme that offers short-term accommodation for adults sanctuary housing complaints about neighbours... Tenants of the process could not be simpler you should explain what it is you are about! 2019 that staff members had breached her confidentiality vehicle from passing or arent sure, please contact us using button... And can cause alarm or distress to others and how to claim your business about and what outcome you unhappy... 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Through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate her complaint to fixed. Read about your experience here and 6 November 2020 that she wanted her complaint to be.... We understand there may be able to help you get the best response from your Sanctuary Independent. Resident initially raised concerns in July 2019 that staff members had breached her confidentiality also consider any factors... For information on hate crime, please see our dedicated page in hallway and living room they will says... Accordance with its ASB procedures and offer the process as Beyond Housing, or Sanctuary Housing they be. Councils will arrange to collect large items like sofas, fridges or washing machines up on your.... Not causing an obstruction, meaning access or exit is blocked all instances these enforcement measures in. Of residents are waiting for heating repairs to radiators now it 's social... The incident number so we can follow up on your report in issues! Is the responsibility of each resident to make a complaint about Sanctuary Housing complaints about neighbours think about were by... Or by contacting us on your report more about Resolver Pro and how to file Housing! Further information regarding the issue with the best response from your Sanctuary Housing association, to. To look into these properly before we respond to you as marketing personalised.