lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. It is the responsibility of each resident to make sure rubbish is disposed of legally. Here are 8 tips for writing great reviews. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. You may not even need to mention the children. This could include warning letters and acceptable behaviour contracts. Check their website for how to complain about anti social behaviour. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Explain what action can be taken to resolve the complaint. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). We will not disclose your identify without your consent. Anyone can read what you share. Instead, theyre full of the info you need to get things sorted. End the conversation (or letter) by asking them if they could keep the 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. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. Ask when youll hear back and what to do if the problem gets worse. 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. You can check what to do if youve experienced a hate crime or incident. You may change your settings at any time or accept the default settings. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. PO Box 152 https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Turn it down. it was not obliged to take enforcement action. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. 520 a month to live with no heating for months on end and living with half a roof literally. It goes against our guidelines to offer incentives for reviews. What are the rules about parking near your home? WebNeighbour nuisance and anti-social behaviour. 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. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. It confirmed the complaint was closed. Good morning, sorry to read about the experience you've had. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Chamber Court, Castle Street Theyll look at your complaint and decide if the council or housing association should put things right. Registered Society No. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. You might need these details if you take the problem further. Thank you, your feedback has been submitted. Housing Ombudsman. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. 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. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. 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. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. 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, . All Rights Reserved. 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. 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. 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). The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. resident in order to check the account was still active. This results in missed deliveries of essential supplies and carers stuck outside the building. 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. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. Thanks to @paullewismoney for pointing out this very useful new website on complaining. 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. 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. Sanctuary Housing Independent Complaints Group - Countrywide WebJoin the 321 people who've already reviewed Sanctuary. You can make private notes about your case as well as set yourself reminders. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. Aim to respond to your complaint within 10 working days. 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. 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. To report a non-urgent repair, please use our online report a repair form. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. They 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 a noise complaint and then they do bugger all about it and. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. She advised that she would provide a bank statement. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. View Sanctuary Housing Association complaints contact details. Look fairly and honestly at the concerns that you have raised. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Do you agree with Sanctuary's TrustScore? The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. Report Tenant Harassment Learn how to report harassment to With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. We use cookies to ensure that we provide you with the best possible experience on our website. 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 !! Most councils will arrange to collect large items like sofas, fridges or washing machines. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. My repairs were eventually done after a two month wait, and very little information as to what was happening. All Rights Reserved. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Ombudsman considers complaints about how a landlord has responded to reports of a problem. More information on the cookies we set can be found in our cookie policy. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. Big thanks! 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. identify vulnerable people, whether victim or perpetrator and work with them appropriately. What am I supposed to do? Keep any messages your neighbour sends you and collect evidence if you feel safe to. They could provide them with activities that are more appropriate for indoor play. They could remind them to use their inside voices. Here is a summary of privacy when using this chat. since July 2019 to ensure that members of staff treat resident information confidentially. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. This one is obvious. The landlord replied to the resident on 13 November 2019 when it explained why it did not believe the resident was entitled to a refund and noted it provided a rent statement it was reasonable for the landlord to provide an explanation of its position and a breakdown of the residents rental liability given there was insufficient evidence to show that the resident was ahead on her rent payments. Distancing meant this was not possible and signposted her to adult social care for assistance Association should put things.. Between social landlords and their residents case, and very little information as to what happening... 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