In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. WR1 3ZQ. Disgraceful taking advantage of people like that just because people don't have any other choice330 deficit about 30% needed to be paid extra besides the aprox. 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. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. You don't need to wait until the end. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. 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. 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? To find out more, you canvisit the Housing Ombudsman website. Follow us on Twitter: @nytrealestate. 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. Therefore we do ask that you give us enough time to look into these properly before we respond to you. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. weekly meetings in line with the support agreement. Investigations are often complicated and it is important that the officer looks into these very carefully. The tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. To report a non-urgent repair, please use our online report a repair form. Registered Society No. 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. We have adopted the Housing Ombudsmans definition of a complaint. 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. 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. Check your local councils website for how it works in your area. 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. We use dedicated people and clever technology to safeguard our platform. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. L0247 it was not obliged to take enforcement action. WebResolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint. 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. WebOnline via our website where you can complete our complaints or concerns form, tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile) or email - Housing: Use Resolver to make a complaint. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. In response, the landlord issued another rent statement to the resident in October 2020. Avoid at all costs! Absolutely. It goes against our guidelines to offer incentives for reviews. Check their website for how to complain about anti social behaviour. Thanks - Becky. We use cookies to ensure that we provide you with the best possible experience on our website. We use cookies to improve your experience of our website. Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us Consumer guides, newsletters, surveys and more! 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. We know that sometimes things can go wrong. All rights reserved. 1000 we pay yearly already. 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. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. We willoffer a range of relevant support and advice to try to resolve your complaint. Some walls are thinner than others. Ask when youll hear back and what to do if the problem gets worse. Thank you. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. I know they must have cabin fever, but so do I. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. 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). Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. On the other side of your The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? If that doesn't sort out the problem you can go to the council if you haven't already talked to them. If a case is opened, we will agree an action plan with you, action may include: Use to tools to encourage a change a behaviour. 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. 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. 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. WR1 3ZQ. 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. The residents reports of ASB to the landlord from February 2020 to March 2021 consisted of allegations of noise nuisance, drug use at the block, cigarette smells entering her home and breaches of lockdown restrictions by neighbours. Unreasonable noise could violate your warranty of habitability, a state law. 2023 Trustpilot, Inc. All rights reserved. My neighbours are causing me problems with anti-social behaviour, and the council doesnt The only way to solve these problems is by talking to your neighbour to try and agree a compromise. When this happens, we want to know about it so that we can put things right. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Here is a summary of privacy when using this chat. Call 999 if the crime is still happening or 101 to report a crime later. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. 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. This showed an account balance of 64.70 and demonstrated that the account was usually in arrears until housing benefit was paid into the account every four weeks. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. 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. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Thank you, your feedback has been submitted. Your feedback will help us give millions of people the information they need. Now that winter is here, they never seem to go out. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 We will not disclose your identify without your consent. 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. I wouldnt bother to pay the prices for the housing! 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 rent collection and payment team. 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 where it was not obliged to take enforcement action. The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. 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. 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. 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