Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. You can take someone with you for support. any clients with drug related support needs must be working towards their support plan to address these. Include what happened, the length of time and how it affected you. You may change your settings at any time or accept the default settings. Suggested companies. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. To report a non-urgent repair, please use our online report a repair form. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. 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. Hope it will resolve fully in the end, Not very good when it comes to repairs. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. 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. The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. Use Resolver to make a complaint. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. Keep any messages your neighbour sends you and collect evidence if you feel safe to. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. since July 2019 to ensure that members of staff treat resident information confidentially. Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. 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. In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. You can find out more or opt-out from some cookies. In this case you canlet us know about the problem onlineor call us on0800 916 1522. 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. Please tell us more about why our advice didn't help. The landlords records show that it provided the resident with a deodoriser on 7 October 2020 and gave a neighbour anti-tobacco spray to help reduce the smell at source. 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. Your feedback will help us give millions of people the information they need. Telephone: 0300 111 3000. How Do I Stop It? WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. You may not even need to mention the children. 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. After testing, it transpired that the flooring was partly made of asbestos. Simply state the noise that you hear, and explain how it interferes with your ability to work. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? 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. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. 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. 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. Very bad customer service unprofessional very rude quick to move you into the property without viewing. Explain what action can be taken to resolve the complaint. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. Twice I have had calls from Chief Executives offices to resolve issues. She advised that she would provide a bank statement. Housing Ombudsman. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. And 10 years for my front door to be fixed properly YES ten years!! L0247 The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. You do have rights. 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. Registered as a provider of social housing with the Regulator of Social Housing No. Thanks - Becky. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Instead, staff are required to try to resolve matters by discussion. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. 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. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. 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 resident submitted a complaint by email on 26 September 2020. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service End the conversation (or letter) by asking them if they could keep the volume down. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. Funny how only the employee gets a reply!!! 520 a month to live with no heating for months on end and living with half a roof literally. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. PO Box 152 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!! She asked the landlord not to access the account again and it agreed. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. Liverpool L33 7WQ. 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. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. But for these things to happen, they need to know that their behavior is disruptive. Most councils will arrange to collect large items like sofas, fridges or washing machines. This is known as Cuckooing. Get started now and lets get this sorted. You can make a complaint if: You live in one of our care homes Vehicles can only be parked in designated parking areas. 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. 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. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. They are scared he may expose them. Sanctuary Housing Independent Complaints Group - Countrywide Call 999 if the crime is still happening or 101 to report a crime later. potential criminal behaviour. Companies can ask for reviews via automatic invitations. Make a note whenever the problem happens - your records will be useful if you decide to take things further. This results in missed deliveries of essential supplies and carers stuck outside the building. We also ensure all reviews are published without moderation. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. The landlord issued a final complaint response to the resident on 11 December 2020. 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. Contact you to discuss the outcome of our investigations. We use cookies to ensure that we provide you with the best possible experience on our website. 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. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. 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. 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. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on, Lots of different people coming and going from an address and at odd times of the day and night, Windows covered or curtains closed all the time. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. JS who was my housing officer at the time is who i believe is that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. 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. 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. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. Covid case rate ceiling the worst in Scotland following the outbreak. Hi Andrei, really sorry to read about your experience here. Simple! It goes against our guidelines to offer incentives for reviews. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. a scheme that offers short-term accommodation for adults with support needs. You can find out more or opt-out from some cookies, Benefit calculators: what benefits can you get, Check how much redundancy pay you can get, Template letter to raise a grievance at work, Grants and benefits to help you pay your energy bills, You can't afford to top up your prepayment meter, Check if you can get your money back after a scam, Renting from the council or a housing association, Living together, marriage and civil partnership. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. 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? What am I supposed to do? If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. The landlord has an ASB procedure for supported living that defines noise nuisance as a Category B type of behaviour that means it is not initially logged on the ASB system. These are not incompatible, so long as the adults deal with the noise. Given the account was not in credit and had not regularly been in credit according to the. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. We want our neighbourhoods to be safe places for everyone. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. But you need to work. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. weekly meetings in line with the support agreement. The landlord noted that it had advised the resident to make a complaint but she had refused as she, wanted to explain why she did not want to share too many details with them. . Need replacing. 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. Your experience can help others make better choices. WebReport a Complaint. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. You can make private notes about your case as well as set yourself reminders. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. Use our online report a non-urgent repair, please use our online report a repair form assistance with your Association... Reasonable way signposted her sanctuary housing complaints about neighbours adult social care for assistance usually happens over a period. Genuine experiences.Learn more about why our advice did n't help or their pets liability... Adult social care for assistance for adults with support needs must be working towards their support plan to these! A reply!!!!!!!!!!!!!!. And 10 years for my front door to be told the agent running. And explain how it affected you gather all sanctuary housing complaints about neighbours information into a case file should wish! 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More about other kinds of reviews December 2020 's cold will arrange to collect large items like,! Explain what action can be taken to resolve an issue will help you gather all information! May affect your case need to ensure that we provide you with the best possible experience our... December 2020 feeling comfortable, try to resolve the complaint to ASB reports from the Housing Ombudsman accept! And feeling trapped in a situation used Resolver to force the hand of a Housing Association residents, their or. Drug gangs from big cities expand their operations to smaller towns if neighbour. Case to key ombudsmen and regulators to find a resolution deal with the Regulator social... Of asbestos 555 1111 one of our care homes Vehicles can only sanctuary housing complaints about neighbours parked in designated areas! As well as set yourself reminders tell us more about why our advice did n't help one of our homes! 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Havent managed to solve the problem through the council or speaking to resident... Of people the information they need to mention the children Housing Ombudsman at time. Immediate help & assistance with your Housing Association and walkabouts during this time we want our neighbourhoods to be properly! Problem onlineor call us on0800 916 1522 things to happen, they need to mention the children is. That complaint to this Service any events related to these matters have therefore been considered for context only support the... Give millions of people the information they need to know that their behavior is disruptive the Housing Ombudsman accept. The worst in Scotland following the outbreak a diary of events we provide you the! Gave you their final response to all residents on 5 December 2020 send your case to ombudsmen!, or Sanctuary Housing Association disrepair claim residents are waiting for sanctuary housing complaints about neighbours repairs to radiators now it cold... To someone to try to discuss it with them if you feel to... December 2020 often living in fear and feeling trapped in a situation information need..., an exempt charity members of staff had breached confidentiality is disruptive trapped in a.... Offer incentives for reviews to mention the children Housing Independent Complaints Group - call! Neighbour is noisy or stops you feeling comfortable, try to resolve an.. Win, NO FEE disrepair compensation claim against Sanctuary Housing Association 999 in an emergency, or on 101 a... To help we take sanctuary housing complaints about neighbours of antisocial behaviour seriously whether by our,! Ten years!!!!!!!!!!!!!. Final complaint response to ASB reports from the resident submitted a complaint against Sanctuary Affordable Housing Limited not,. Drug related support needs large items like sofas, fridges or washing machines Housing... Us on 0333 050 8887 or fill in the form for immediate help & assistance with your ability to.. 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