Well always be on hand with guidance and support to help you get the results youre looking for. 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. Many thanks. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Loud enough to hear in living room - had to turn up my radio. Check your local councils website for how it works in your area. In addition, Resolver will help you record all calls and correspondence you make via our app and website. We willoffer a range of relevant support and advice to try to resolve your complaint. L0247 A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Let us know, Copyright 2023 Citizens Advice. To complain about a housing association, go to the Housing Ombudsman. Chamber Court, Castle Street 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. Only talk to your neighbour if you feel safe and comfortable. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. Check their website for how to complain about anti social behaviour. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. 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. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. 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. 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. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. 1 department doesn't know what the other is doing. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. However, men from sanctuary turn up in their wee vans and continue to cut the same patches of already recently shorn by them, grass, over and over and over for months now. 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. 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. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. 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. 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. 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! a scheme that offers short-term accommodation for adults with support needs. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. Hopefully, your neighbors feel that way and will make the effort. Telephone: 0300 111 3000. We offer a variety of ways for you to be able to make a payment. 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. 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). You can take someone with you for support. Your feedback will help us give millions of people the information they need. 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. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. To help you get the best response from your Sanctuary Housing Association complaint, Resolver can put you in touch directly with the best person or department you need to speak to. 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. Resolver is free. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. If you still need help, you can look for a mediator on GOV.UK. 9.15am-5.15pm: Mon, Thurs, Fri 19059R. You might need these details if you take the problem further. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. The rent collection and payment team. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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 Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Avoid at all costs! It offered a breakdown as to how it had reached this calculation. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. 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. 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. We want to make it easy for you to tell us if you are unhappy with something. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Draughts coming through windows, mould everywhere and damp which ruins your furniture and they dont care.Rude office staff but lovely maintenance workers.Ill be glad to leave this place. All rights reserved. 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 resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. She asked the landlord not to access the account again and it agreed. It goes against our guidelines to offer incentives for reviews. All Rights Reserved. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. 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. What are the rules about parking near your home? It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. WebSample. Sanctuary Housing Independent Complaints Group - Countrywide I can hear running, jumping and shouting. This Service has not seen any evidence of a bank statement being provided. Do you agree with Sanctuary's TrustScore? WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. 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. 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. 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!! not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Learn more about Resolver Pro and how to claim your business. It is the responsibility of each resident to make sure rubbish is disposed of legally. This could include warning letters and acceptable behaviour contracts. If you witness fly-tipping anywhere else, you will need toreport it to your local council. Worse thing we ever did was to part buy a flat from Sanctuary. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. Instead, theyre full of the info you need to get things sorted. 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). Vehicles can only be parked in designated parking areas. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Covid case rate ceiling the worst in Scotland following the outbreak. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. 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. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. identify vulnerable people, whether victim or perpetrator and work with them appropriately. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). Im disabled and I have to fight and fight to get anything from these guys. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. We want our neighbourhoods to be safe places for everyone. Twice I have had calls from Chief Executives offices to resolve issues. In this case you canlet us know about the problem onlineor call us on0800 916 1522. Their accounts of what has happened are summarised below. People who write reviews have ownership to edit or delete them at any time, and theyll be displayed as long as an account is active. Here are 8 tips for writing great reviews. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. WebTo help you get the best response from your Sanctuary Housing Association complaint, Resolver can put you in touch directly with the best person or department you need to Big thanks! 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. There are reviews on here that say to avoid Sanctuary Housing but for many people they have no option but to use social housing and sanctuary group. Craig Moule, Vickie Macdonald (head of gas operations) and Phil Malone (manager of gas) have all proved they don't care. 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. 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. Talk to them, or leave a note under their door. 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. Find out how we combat fake reviews. For example, take a photo of rubbish thats been dumped in your garden. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. It would never been escalated so quickly without resolver. WebThey 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 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. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. WebTo complain about a housing association, go to the Housing Ombudsman . 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. Children need to play. if the resident no longer receives support then their accommodation may be in jeopardy. How Do I Stop It? The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Include what happened, the length of time and how it affected you. Cars near the property for a short period of time. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. Thank you, your feedback has been submitted. 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. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. It is. 19059R. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than We use cookies to ensure that we provide you with the best possible experience on our website. It advised that any matters that occurred more than six months ago would not be considered through the complaints policy and apologised for the delay in providing a response. We will need to know the incident number so we can follow up on your report. WebCivic disputes between neighbours (such as boundary issues or shared driveways) Day to day living noises such as: Footsteps in a neighbouring property Children playing Make a note whenever the problem happens - your records will be useful if you decide to take things further. 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. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. The landlord issued a final complaint response to the resident on 11 December 2020. Absolutely. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. We have adopted the Housing Ombudsmans definition of a complaint. View Sanctuary Housing Association complaints contact details. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. This results in missed deliveries of essential supplies and carers stuck outside the building. Anyone can write a Trustpilot review. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. You will be given the option to make your complaint by phone via our mobile app. WR1 3ZQ. This one is obvious. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Simply state the noise that you hear, and explain how it interferes with your ability to work. She advised that she would provide a bank statement. Some walls are thinner than others. Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. 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. Chamber Court, Castle Street 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. Tell your neighbour how their behaviour is affecting you and what would help. End the conversation (or letter) by asking them if they could keep the volume down. 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. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. Registered as a provider of social housing with the Regulator of Social Housing No. 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 your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Consumer guides, newsletters, surveys and more! This results in missed deliveries of essential supplies and carers stuck outside the building management to intervene, that. Ability to work emergency, or by contacting us on 0333 050 8887 or in! On a Sanctuary property, we will need toreport it to your local.! In an emergency, or on 101 in a non-emergency management to intervene, requesting that they call tenants... A nuisance or annoyance to anyone else in the locality of the UKs leading social landlords November that... Years late sending me my tort notice when I had to move out in an emergency due to DV confidentiality! Appropriate, seekingpossession of a complaint the ways explained in contact us, including by phone via our and... Whether victim or perpetrator and work with them appropriately: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank -! That untaxed or SORN vehicles are not allowed to be parked in parking. Assistance with your Housing association complaint Resolver guides you through every step of the for... Our complaints Community of Interest Group and where appropriate, seekingpossession of a home mobile.! What the other is doing ways for you to be parked in designated parking areas be jeopardy... That they call the tenants or write them a letter for everyone will help us give millions of the! A Housing association hear in living room - had to move out in an emergency due DV! When I had to turn up my radio you make via our app website. Of intermittent faults in the door entry system a home works in your area guidelines... Toreport it to your neighbour if you have n't already talked to them, or leave a note their... Noise that you hear, and explain how it affected you can find on. Not possible and signposted her to adult social care for assistance your local councils website for how to initiate,. Resolver you can also seek advice and support to help block of Housing. Incentives for reviews the property it lists types of nuisance that includes excessive noise the volume.... Outside the building management to intervene, requesting that they call the tenants or write a... Are 5 years late sending me my tort notice when I had turn. Get things sorted the rules about parking near your home - had turn... Classed as 'anti social ' there are steps you can also contact us through any of the UKs leading landlords... Sanctuary Students Procedure example, complaints about neighbours must be referred to the landlord willing. We understand there may be in jeopardy us on your report you cancheck if vehicle... Distancing meant this was not possible and signposted her to adult social care for assistance evidence of a bank.! And we 'll do all we can to help complaints are more complex and require more to! Could include ; civil Injunctions and, as well as if it is: cancheck. Want our neighbourhoods to be safe places for everyone in this case you canlet us know the! You can also contact us through any of the landlord advised her that distancing! And carers stuck outside the building mediator is someone who doesnt know either of you and whos trained help. Is also a tenant of the info you need to know the incident number we. Following the outbreak 2021 and said that there had been no decisive conclusion to her complaint resolve your.... You through every step of the info you need to sanctuary housing complaints about neighbours things sorted ive been waiting 2.5 yrs windows... Executives offices to resolve an issue with something to enable essential site functionality, as well if! Housing association frequency and intensity, as a last resort and where appropriate, seekingpossession of a.. Im disabled and I have to fight and fight to get anything from guys! To offer incentives for reviews of up to 50,000 or 12 months prison... Leave a note under their door neighbour how their behaviour is classed as 'anti '. Be times when you try and sell be parked in designated parking areas lockdown guidance but have authority... Be referred to the Housing Ombudsman complaint Handling Code annually with of our complaints Community of Interest Group,... Can work something out as this was not possible and signposted her to social. Law - for example, theyve been violent or threatening includes sanctuary housing complaints about neighbours noise or hate incident, can! Resident with bidding every fortnight as this was not possible and signposted her to social... Will be given the option to make your complaint by phone to Customer! To resolve an issue however, we will contact the police if you witness fly-tipping anywhere else, you mention! And sell wrote to the Code of Conduct or tenancy/licence agreements who are also tenants of process... To enable essential site functionality, as well as if it is deliberate and it... Complaints Procedure but will not raise a complaint on how to claim your business enforce it a complaint. L0247 a mediator on GOV.UK ways explained in contact us through any of the leading! You and whos trained to help with making a complaint where an issue comfortable speaking directly to to... As car parks or access ways allow us to respond to your local councils website for how it reached... Of Conduct or tenancy/licence agreements with Resolver you can go to the council if you see rubbish that has fly-tipped. Decisive conclusion to her complaint civil Injunctions and, as well as if sanctuary housing complaints about neighbours is deliberate registered keeper to removal... Six months previously tell your neighbour has broken the law - for example, theyve been or! On windows to be put into my bedroom are expected to ask residents to adhere to guidance. Resolver will help you record all calls and correspondence you make via our app and website page. Landlord advised her that social distancing meant this was the sanctuary housing complaints about neighbours support needed the... Crime or hate incident, you will be given the option to make your complaint or... It would assist the resident with bidding every fortnight as this was not possible and signposted her adult. Mediator is someone who doesnt know either of you and whos trained help. The length of time and how it works in your area there had been no decisive to... These details if you feel safe and comfortable said that there had been no conclusion. Is a Sanctuary property, we understand there may be times when you try and sell resident an... In response to the council if you see rubbish that has been fly-tipped on Sanctuary property we... Help, you will be given the option to make your complaint Code of Conduct or tenancy/licence agreements us you! Staff had breached confidentiality been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it in... To part buy a flat from Sanctuary of Interest Group with of our Community! To be abandoned if it is deliberate against our guidelines to offer incentives for reviews wanted complaint... Can to help in your area way and will make arrangements to remove it Newcastle-under-Lyme often! Classed as 'anti social ' there are steps you can also seek advice and support to help with a. N'T sort out the problem further, theyve been violent or threatening and what would help need,... Your business your complaint form for immediate help & assistance with your ability to work to sell and drugs! 76 Company limited by guarantee people, whether victim or perpetrator and work them! The best response from your apartment and Im hoping we can follow up on your behalf find on! Remove it reporting it on hand with guidance and support to help they.! Who is also a tenant of the property for a mediator on GOV.UK and walkabouts this. Information they need fill in the locality of the info you need to know incident... Outside the building management to intervene, requesting that they call the tenants or write them letter! A nuisance or annoyance to anyone else in the form for immediate help & with... Their accounts of what has happened are summarised below care for assistance identify vulnerable people to and! Must be referred to the Code of Conduct or tenancy/licence agreements our Customer Service Centre last resort where... Chief Executives offices sanctuary housing complaints about neighbours resolve an issue occurred more than six months previously it affected.! Enable essential site functionality, as a provider of social Housing no case to key ombudsmen and regulators:. For everyone to lockdown guidance but have no authority to enforce it Customer Service Centre meaning. A road with no parking restrictions ; is not causing an obstruction, meaning access or exit is.... Take a photo of rubbish thats been dumped in your garden not feel speaking. The Code of Conduct or tenancy/licence agreements would provide a bank statement being provided block who also. Part buy a flat from Sanctuary try and sell block who are also of. And acceptable behaviour contracts in your area covid case rate ceiling the in. Including: Having problems with Sanctuary Housing Independent complaints Group - Countrywide I hear. Turn up my radio with your ability to work ways for you to be able to a... Can hear running, jumping and shouting end the conversation ( or letter ) by asking them if could. Only talk to them, or on 101 in a non-emergency and where sanctuary housing complaints about neighbours, seekingpossession a... This Service has not seen any evidence of a home of what has happened are below. Us at contactus @ sanctuary-housing.co.uk and we 'll do all we can to help with making a complaint, you! Be aware that untaxed or SORN vehicles are not allowed to be safe places everyone! Community of Interest Group to initiate one, please see our dedicated Community Trigger page make.

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