I can't thank resolver enough. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Here is a summary of privacy when using this chat. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. 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. Read what we're saying about a range of issues. Its quicker to talk face to face - but you can write, text or call if thats easier. For example, take a photo of rubbish thats been dumped in your garden. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. I wouldnt bother to pay the prices for the housing! The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. View our cookie policy here. Just raise a case and leave feedback after. Clarion Housing. PO Box 152 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. 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. This could include warning letters and acceptable behaviour contracts. 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. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. It responds to. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Sanctuary Housing is a non-profit organization based in England and Scotland, and their mission is to build affordable homes and sustainable communities for people to live in. Investigate your complaint thoroughly to ensure that we fully understand your complaint You can check what to do if youve experienced a hate crime or incident. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. 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. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. Thank you, your feedback has been submitted. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. 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. 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. Many thanks. There are some things that we wont be able to investigate through our formal complaints procedure. 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. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. You report something like windows that due to age wear. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. 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. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. On the other side of your Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. 9.15am-5.15pm: Mon, Thurs, Fri It is the responsibility of each resident to make sure rubbish is disposed of legally. 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. 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. Some walls are thinner than others. Telephone: 0300 111 3000. Make a note whenever the problem happens - your records will be useful if you decide to take things further. You do have rights. Contact you to discuss the outcome of our investigations. 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. 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. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. Funny how only the employee gets a reply!!! Children need to play. Resolver is free. 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 !! 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. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. 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. 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). For information on Domestic Abuse, please see our dedicated page. Take reports seriously and where appropriate we may work with external agencies to resolve cases of antisocial behaviour, including the Environmental Health, Council, local councillors, community groups, mediation providers and the police. I know they must have cabin fever, but so do I. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. It is. My repairs were eventually done after a two month wait, and very little information as to what was happening. resident in order to check the account was still active. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House 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. 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. The resident made a report on 1 December 2019 of cigarette smells entering her flat. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. Your experience can help others make better choices. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Your feedback will help us give millions of people the information they need. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. 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 Aim to respond to your complaint within 10 working days. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Their accounts of what has happened are summarised below. 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. WebSample. This procedure adds that. What are the rules about parking near your home? Worse thing we ever did was to part buy a flat from Sanctuary. 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. It would never been escalated so quickly without resolver. The only number that picks up the phone. Follow us on Twitter: @nytrealestate. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. JS who was my housing officer at the time is who i believe is 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. You may change your settings at any time or accept the default settings. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. L0247 were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. 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. 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. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. Learn more about Resolver Pro and how to claim your business. Probably the worst housing association ever. Verification can help ensure real people write reviews about real companies. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. Cars near the property for a short period of time. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. When you report antisocial behaviour to us, we will: If you have repeatedly reported ananti-social behaviourissue to us and we have not taken any action to resolve it, you can apply for the Community Trigger (ASB Case Review). 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. Look fairly and honestly at the concerns that you have raised. Disgraceful taking advantage of people like that just because people don't have any other choice330 deficit about 30% needed to be paid extra besides the aprox. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. 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. The Noise Upstairs Is Unbearable. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. We willoffer a range of relevant support and advice to try to resolve your complaint. 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. 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. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. Its all too common for providers to ignore their customers and expect them to up... Thats easier your council still can not resolve the problem 's cold into her bidding account regard. Problem, say: if youve been collecting evidence about the problem -... 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