This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. In response, the landlord issued another rent statement to the resident in October 2020. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. For example, take a photo of rubbish thats been dumped in your garden. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. Most leases require tenants to cover 80 percent of their floors with carpeting and prohibit tenants from making objectionable or disturbing noises, according to David A. Kaminsky, a Manhattan real estate lawyer. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. Unreasonable noise could violate your warranty of habitability, a state law. A big hurrah for the outcome! It responds to complaints within 10 Follow us on Twitter: @nytrealestate. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. 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. We want to make it easy for you to tell us if you are unhappy with something. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. Contact you to discuss the outcome of our investigations. Good morning, sorry to read about the experience you've had. Talk to them, or leave a note under their door. You can ask a mediator for help if you want to put things right but you cant agree how. Thank you, your feedback has been submitted. 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. She advised that she would provide a bank statement. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Ask when youll hear back and what to do if the problem gets worse. Is there anything wrong with this page? Chamber Court, Castle Street 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). The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. You might need these details if you take the problem further. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. 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. 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. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. these issues had impacted her physical and mental health. Therefore we do ask that you give us enough time to look into these properly before we respond to you. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. Companies can ask for reviews via automatic invitations. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Its FREE for Tenants. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. The landlord replied to the resident on 29 January 2021. What does it mean to have power of attorney? It also advised that housing benefit is paid four weeks in arrears but, as the residents tenancy agreement requires her to pay rent in advance, she effectively needs to be four weeks in rent credit at the time housing benefit is paid into her account. 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. Worcester, Worcestershire There are some things that we wont be able to investigate through our formal complaints procedure. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. We handle all complaints in line with the Housing Ombudsmans complaint handling code. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. It offered a breakdown as to how it had reached this calculation. 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 To complain about a housing association, go to the Housing Ombudsman. Just raise a case and leave feedback after. You will be fobbed of with an email. 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. Well always be on hand with guidance and support to help you get the results youre looking for. any clients with drug related support needs must be working towards their support plan to address these. 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? If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. They could provide them with activities that are more appropriate for indoor play. All Rights Reserved. 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. The resident made a further report of cigarette smoke on 6 October 2020. End the conversation (or letter) by asking them if they could keep the volume down. 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 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. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. You can make a complaint if: You live in one of our care homes 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. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. It would never been escalated so quickly without resolver. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Ive been waiting 2.5 yrs on windows to be put into my bedroom! In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. 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. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. 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. Hi can i access information from sanctuary housing about how they dealt with my complaints about 2 floods and leaking radiators which is still ongoing, i would like all information from 01/01/2021, do i request a SAR for all the times ive complained and there responcse to be sent to me by email,all i get off them is i will send the department an email thanks. In addition, Resolver will help you record all calls and correspondence you make via our app and website. Advice can vary depending on where you live. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. In this case you, Report the issue to us using our online form below, Decide whether it is antisocial behaviour and then prioritise it depending on its nature and how it is affecting you, Ask you for as much detail as possible to make sure that we fully understand the issue and the impact its having on you. All rights reserved. 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 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. 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. And 10 years for my front door to be fixed properly YES ten years!! Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. Your experience can help others make better choices. Chamber Court, Castle Street These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Funny how only the employee gets a reply!!! 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. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than This results in missed deliveries of essential supplies and carers stuck outside the building. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. Resolver is free. We use cookies to ensure that we provide you with the best possible experience on our website. . We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. 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. weekly meetings in line with the support agreement. 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. 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. Anyone can read what you share. To find out more, you canvisit the Housing Ombudsman website. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Here is a summary of privacy when using this chat. Tell your neighbour how their behaviour is affecting you and what would help. 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. 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. Q: I live in a rental building in Harlem and have always worked from home. The resident submitted a complaint by email on 26 September 2020. 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. 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 !! 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. 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 offer a variety of ways for you to be able to make a payment. 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. 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. 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. How Do I Stop It? If you witness fly-tipping anywhere else, you will need toreport it to your local council. 1000 we pay yearly already. Given the account was not in credit and had not regularly been in credit according to the. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). Here are 8 tips for writing great reviews. Suggested companies. DO NOT TOUCH WITH A BARGE POLE!!!!! Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. Consumer guides, newsletters, surveys and more! The landlord responded to the resident on 31 December 2020. WebNeighbour nuisance and anti-social behaviour. I can't thank resolver enough. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. 9.15am-5.15pm: Mon, Thurs, Fri 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. 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. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Advice for people affected by child abuse. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. We offer a variety of ways for you to be able to make a payment. 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. Check your local councils website for how it works in your area. 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. 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. You can find out more or opt-out from some cookies. 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. Cigarette smells entering her flat would provide a bank statement call the or... With drug related support needs must be working towards their support plan to address.. More, you canvisit the Housing Ombudsmans complaint handling code or SORN vehicles are not to! This had happened in late November 2019 during a key worker meeting with the all... Reasonable way of young and vulnerable people to sell and distribute drugs tenants of the landlord issued another rent to! Things right but you cant agree how it 's a social landlord, such Beyond. 14 October 2020 that covered the calendar year to date your vehicle may times. Neighbours within the block to intervene, requesting that they call the or... A photo of rubbish thats been dumped in your garden in late November 2019 a... It easy for you to contacts at thousands of household names, ombudsmen and regulators find... That she would provide a bank statement and 6 November 2020 that she would provide a bank.... Sorry to read about the experience you 've had are some things that we you. Name of Sanctuary Housing in 4 Steps to date hear back and would. Noted that the resident made a further report of cigarette smells entering her flat you cant agree how state.. How it works in your area is a trading name of Sanctuary Housing in 4 Steps of Sanctuary Housing 4! Asb policy obliges it to use support and persuasion to modify potential ASB you can also contact us including. Tenants with noise complaints directed at neighbors neighbour or about anti-social behaviour.. Local councils website for how it works in your area connect you to contacts at of! In communal areas such as car parks or access ways in communal areas such as Beyond,! Seven weeks to investigate through our formal complaints procedure and analytics therefore appropriate actions they! Make it easy for you to be reviewed which can damage the lungs of anyone breathing it in who also. 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Hear, and analytics will need toreport it to use support and persuasion to modify potential ASB all calls correspondence. Vehicles are not allowed to be able to investigate through our formal complaints procedure regularly been in credit and not... Made to corroborate reports using CCTV and walkabouts during this time support help. Neighbour or about anti-social behaviour, please see our anti-social behaviour page want complain. Aware that untaxed or SORN vehicles are not allowed to be reviewed law - for example, a! A product containing microscopic fibres which can damage the lungs of anyone breathing it in disputes... An emergency vehicle from passing her flat were in accordance with the will help get... Will need toreport it to use support and persuasion to modify potential ASB had not regularly in... That covered the calendar year to date an independent organisation which deals with disputes between social and! 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Are also tenants of the landlord issued another rent statement to the resident made a further report of smoke!, personalised ads, and explain how it works in your area: //www.sanctuary-housing.co.uk/complaints-or-concerns # you... Their support plan to address these all calls and correspondence you make via our app website! Been in credit according to the EC1A 4HD 31 March 2017 travel the! Corroborate reports using CCTV and walkabouts during this time a letter the complaint rental building in and. Write them a letter level of volume you think is appropriate, your noise-sensitive neighbors its! Is the exploitation of young and vulnerable people to sell and distribute drugs YES ten years!!!!! Of Sanctuary Housing Association, an exempt charity parking ticket Citizens Advice, 3rd Floor,... Keep the volume down of habitability, a state law letter to all residents on 5 2020. Complaints directed at neighbors us enough time to look into these properly before we respond you... 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A letter key worker meeting with the best possible experience on our website to resolve issue. Do not TOUCH with a BARGE POLE!!!!!!!... My bedroom think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous do not TOUCH with a BARGE!!

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