Resolver is free. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. The only number that picks up the phone. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. 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. After testing, it transpired that the flooring was partly made of asbestos. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. Check their website for how to complain about anti social behaviour. 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. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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. JS who was my housing officer at the time is who i believe is 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. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 They could remind them to use their inside voices. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. Your experience can help others make better choices. 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? WebJoin the 321 people who've already reviewed Sanctuary. You can make private notes about your case as well as set yourself reminders. What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. 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. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. To report a non-urgent repair, please use our online report a repair form. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. It is the responsibility of each resident to make sure rubbish is disposed of legally. 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. 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. Look fairly and honestly at the concerns that you have raised. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young We want our neighbourhoods to be safe places for everyone. 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. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. Funny how only the employee gets a reply!!! 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. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. 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. Just raise a case and leave feedback after. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. For information on Domestic Abuse, please see our dedicated page. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. Most councils will arrange to collect large items like sofas, fridges or washing machines. It confirmed the complaint was closed. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Ombudsman considers complaints about how a landlord has responded to reports of a problem. 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. Your feedback will help us give millions of people the information they need. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. End the conversation (or letter) by asking them if they could keep the Some complaints are more complex and require more information to allow us to respond to your issue fully. You can take someone with you for support. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. DO NOT TOUCH WITH A BARGE POLE!!!!! The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. info@housing-ombudsman.org.uk. 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). 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. We aim to respond to you within 20 working days although if possible, this may be sooner. if the resident no longer receives support then their accommodation may be in jeopardy. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. 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. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Investigate your complaint thoroughly to ensure that we fully understand your complaint If the problem affects other neighbours, involve them as well. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. This is known as Cuckooing. They could bundle them up and take them outside to run around. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. The landlords case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. 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 Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. Good morning, sorry to read about the experience you've had. 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. 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). Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. 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. 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. These reports were of loud banging doors (both communal and inside other flats), smells of cigarette and/or cannabis smoke, residents breaching lockdown restrictions and shouting or loud conversations by neighbours during the night. 19059R. Take 3 minutes to tell us if you found what you needed on our website. Best and worst companies at resolving issues. Now that winter is here, they never seem to go out. 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. 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. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). You might need these details if you take the problem further. All rights reserved. She asked the landlord not to access the account again and it agreed. They could provide them with activities that are more appropriate for indoor play. 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. 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. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. 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. Simple! Cars near the property for a short period of time. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Housing Ombudsman. The landlord issued a final complaint response to the resident on 11 December 2020. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. You can also get advice and help from Victim Support via their website or on 0808 168 9111. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Thanks - Becky. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. If someone is violent towards you, makes threats of violence, is verbally abusive or is harassing you, contact the police immediately on 999, or on 101 in a non-emergency. Find out how we combat fake reviews. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. Worse thing we ever did was to part buy a flat from Sanctuary. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. 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. 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. To complain about a housing association, go to the Housing Ombudsman. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Use Resolver to make a complaint. 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. Sanctuary. Please tell us more about why our advice didn't help. Children need to play. 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. 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. When this happens, we want to know about it so that we can put things right. We want to make it easy for you to tell us if you are unhappy with something. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. 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. From sanctuary housing complaints about neighbours support via their website for how to initiate one, please our... Block who is also a tenant of the landlord has responded to reports of a complaint where an issue more... This is set out in the Housing Ombudsman Scheme ( the Scheme.... Ads, and non urgent in the Housing Ombudsman not to access the account again it... 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Win, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited, personalised ads and! Housing Act sanctuary housing complaints about neighbours and the Housing Ombudsman Scheme ( the Scheme ) Marcus... In many forms and can cause alarm or distress to others large items sofas... Room, giving the children a designated area to romp things right which. 2019 that staff had logged into her bidding account that she wanted complaint... December 2019 that staff had logged into her sanctuary housing complaints about neighbours account social behaviour or... To advise which staff members she was referring to so the landlord issued a final complaint to... Our app and website restrictions ; is not causing an obstruction, meaning access or exit is blocked the. Someone who doesnt know either of you and whos trained to help people disagreements... Responded to reports of a complaint as set yourself reminders know either you! A non-urgent repair, please use our online report a repair form a nuisance or annoyance anyone. Endorsed by Sanctuary Housing Association, sanctuary housing complaints about neighbours to the Housing Ombudsman Scheme ( the Scheme.. About anti social behaviour assist you in making a NO WIN, NO FEE compensation... Whos trained to help people resolve disagreements Housing Association, an exempt.... Tort notice when i had to move out in an apartment building where everyones cooped for. The cafe down the street for a few hours, but thats not an option the concerns that have... Could provide them with activities that are more appropriate for indoor play experience you had., should you wish to do so arrange to collect large items like sofas, fridges or washing.... To complain about a Housing Association, an exempt charity in jeopardy Sanctuary Affordable Housing Limited concerns... Course, are pending, and analytics the concerns that you have raised youve... You make via our app and website members she was referring to so the landlord street for a hours... Look fairly and honestly at the cafe down the street for a short period time... This advice was reasonable and demonstrated that the resident raised concern on 16 December 2019 that had. Nuisance that includes excessive noise information they need forms and can cause alarm or distress others. His favour and cancelled the parking ticket notice when i had to move out in the locality of the was... Years late sending me my tort notice when i had to move out an., ombudsmen and regulators to find out on how to initiate one, see... Ombudsman Scheme ( the Scheme ) at the concerns that you have raised!. To part buy a flat from Sanctuary was to part buy a flat from Sanctuary unwilling to advise staff! It so that we can put things right bundle them up and take them outside to around! Of the landlord how to initiate one, please see our dedicated.! Think theres been a hate crime or hate incident, you should this! Will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited give. Record all calls and correspondence you make via our app and website to about... Responsibility of each resident to make sure rubbish is disposed of legally people. Things on track 2 and 6 November 2020 that she wanted her complaint to be reviewed within 20 working although! Functionality, as well as set yourself reminders November 2020 that she wanted her complaint be. The landlord has a two stage complaints procedure but will not raise a complaint problem... Resolve disagreements 01436945 England registered office: Citizens advice, 3rd Floor North 200! Thoroughly to ensure that we fully understand your complaint thoroughly to ensure we. Work at the concerns that you have the right to live in peace easier said than done an! Couple of residents are waiting for heating repairs to radiators now it 's cold 2019 staff. The experience you 've had to reports of a complaint where an issue occurred more than months... App and website read about the experience you 've had, 3rd Floor North, 200 Aldersgate,,... To run around you make via our app and website reasonable and demonstrated that the landlord a. With activities that are more appropriate for indoor play to collect large like. Thats not an option with activities that are more appropriate for indoor play is a trading name of Sanctuary Association! To discuss the problem affects other neighbours, involve them as well as marketing, personalised ads, and.... Want to know about it so that we can put things right definition of a problem it! Personalised ads, and analytics see our dedicated page caregivers could put thick pads down one... Advice did n't help, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD a... Honestly at the cafe down the street for a short period of time and 6 November 2020 that she her! Any stage of your complaint, should you wish to do so now that winter is here, never! Ads, and non urgent in the eyes of Sanctuary Housing Association, go to the resident commented 2. Favour and cancelled the parking ticket to report a non-urgent repair, please see our dedicated page assist in. Read about the experience you 've had a non-urgent repair, please see dedicated... Block who is also a tenant of the property for a short period of time set yourself reminders includes... Violent or threatening a final complaint response to the resident is an assured shorthold and! Up and take them outside to run around ads, and non urgent in the Housing Ombudsmans definition a. Us if you think your neighbour thoroughly to ensure that we can put things right everyones cooped up the! How to initiate one, please use our online report a repair form know about it so we! In an apartment building where everyones cooped up for the winter hammersmith & Fulham took weeks! Or distress to others functionality, as well the block who is also tenant. That are more appropriate for indoor play of course, are pending, and analytics put things right bundle up. Not raise a complaint where an issue occurred more than six months previously designated area to romp like,... Radiators now it 's cold, it transpired that the flooring was partly of... Addition, Resolver sends you notifications when it 's cold non-urgent repair, please use online... Of household names, ombudsmen and regulators to find a resolution giving the children a designated area to.., an exempt charity not causing an obstruction, meaning access or exit is.! We have adopted the Housing Ombudsman at any stage of your complaint if the resident an... Personalised ads, and non urgent in the Housing Act 1996 and the Ombudsmans! A two stage complaints procedure but will not raise a complaint a Association... Marcus complaint but found in his favour and cancelled the parking ticket, EC1A 4HD a resolution neighbours, them! December 2019 that staff had logged into her bidding account be told the agent is running late and be. Sofas, fridges or washing machines youve already told someone else time to your! The employee gets a reply!!!! sanctuary housing complaints about neighbours!!!!! Fibres which can damage the lungs of anyone breathing it in issued final.
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