sanctuary housing complaints about neighbours
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. 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. A big hurrah for the outcome! If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. WebSample. Simple! 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). View Sanctuary Housing Association complaints contact details. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. 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. Sanctuary. For example, take a photo of rubbish thats been dumped in your garden. 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 wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. 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. WebNeighbour nuisance and anti-social behaviour. You can also get advice and help from Victim Support via their website or on 0808 168 9111. 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. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. 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. Resolver is free. Webthen you can report a complaint to us by: Emailing [email protected] Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? Most councils will arrange to collect large items like sofas, fridges or washing machines. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. these issues had impacted her physical and mental health. 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. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. 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. This Service has not been provided with a copy of the neighbours tenancy They'll help you decide what to do next. 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. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. Your feedback will help us give millions of people the information they need. View our cookie policy here. Hi Alison, please can you email us at [email protected] and we'll do all we can to help? If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. 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. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. Instead, theyre full of the info you need to get things sorted. If not, it must be reported to the local council. 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. 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. Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. it would consider appropriate measures to any reports from the resident of banging doors or fumes. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Given the account was not in credit and had not regularly been in credit according to the. 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. 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: She asked the landlord not to access the account again and it agreed. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. 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. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. The easiest way to complain is online using the complaints form. Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. 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. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. What are the rules about parking near your home? Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. Please tell us more about why our advice didn't help. Some walls are thinner than others. Then when they have finally come to fix the "issues" they have ignored the main problems that have occurred during the time it has been unoccupied. 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. Tell your neighbour how their behaviour is affecting you and what would help. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Hopefully, your neighbors feel that way and will make the effort. 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. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. Sanctuary Housing Independent Complaints Group - Countrywide If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. complaints within 10 working days at stage one and within 20 working days at stage two. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. Im disabled and I have to fight and fight to get anything from these guys. We offer a variety of ways for you to be able to make a payment. DO NOT TOUCH WITH A BARGE POLE!!!!! Include what happened, the length of time and how it affected you. 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 landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. Only talk to your neighbour if you feel safe and comfortable. 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. Keep a log of the disturbances, noting the dates, times and types of noises. It offered a breakdown as to how it had reached this calculation. Theyll look at your complaint and decide if the council or housing association should put things right. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. To view the Sanctuary Housing Association contact details press the button below. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. 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. 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. L0247 Explain what action can be taken to resolve the complaint. This procedure adds that. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Q: I live in a rental building in Harlem and have always worked from home. 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. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Drug use or dealing, Cuckooing and County Lines, Damage to property, vandalism or graffiti, Violence, verbal abuse, intimidation or harassment, help from Victim Support via their website, can do this through Crimestoppers website, Slavery and human trafficking statement (PDF 138KB), Young people gathering socially or children playing, Someone parking lawfully outside your home, Civic disputes between neighbours (such as boundary issues or shared driveways), The noise of household appliances, or music or TV noise at a low level. 19059R. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Keep any messages your neighbour sends you and collect evidence if you feel safe to. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. Check your local councils website for how it works in your area. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. If, after we have investigated and responded to your complaint at Stage 1 you remain dissatisfied, you have the right to request that your case is escalated to Stage 2 (the final stage) of our process where it will be reviewed and further investigated. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. To report a non-urgent repair, please use our online report a repair form. Here are 8 tips for writing great reviews. Thank you. It is. She advised that she would provide a bank statement. 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 landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. Get started now and lets get this sorted. 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 The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. 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