Covid case rate ceiling the worst in Scotland following the outbreak. A big hurrah for the outcome! And 10 years for my front door to be fixed properly YES ten years!! Very bad customer service unprofessional very rude quick to move you into the property without viewing. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. 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. Include what happened, the length of time and how it affected you. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. 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. DO NOT TOUCH WITH A BARGE POLE!!!!! 2023 Trustpilot, Inc. All rights reserved. Liverpool L33 7WQ. Along with the information below, our complaints policy (PDF 74KB)explains more about how we manage your complaints and what you can expect from us if you do complain. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. It offered a breakdown as to how it had reached this calculation. How Do I Stop It? Sanctuary. 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. 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. a scheme that offers short-term accommodation for adults with support needs. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. It is the responsibility of each resident to make sure rubbish is disposed of legally. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 Registered Society No. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. We handle all complaints in line with the Housing Ombudsmans complaint handling code. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. 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. Housing Ombudsman. Explain what action can be taken to resolve the complaint. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. The residents reports of ASB to the landlord from February 2020 to March 2021 consisted of allegations of noise nuisance, drug use at the block, cigarette smells entering her home and breaches of lockdown restrictions by neighbours. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. 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 Noise Upstairs Is Unbearable. Tell your neighbour how their behaviour is affecting you and what would help. Ask when youll hear back and what to do if the problem gets worse. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. L0247 You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 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. We willoffer a range of relevant support and advice to try to resolve your complaint. Chamber Court, Castle Street support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. 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. resident in order to check the account was still active. End the conversation (or letter) by asking them if they could keep the You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. What are the rules about parking near your home? This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Most people dont want their children to make other people miserable. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. Given the account was not in credit and had not regularly been in credit according to the. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. You can make private notes about your case as well as set yourself reminders. Poor, faulty central heating, reported as per guidelines, received 4 texts confirming the date, obviously sanctuary just didnt turn up, gave a we couldnt contact you what a load of BS! If the problem affects other neighbours, involve them as well. What am I supposed to do? Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. 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. WebDont waste your time. All rights reserved. My neighbours are causing me problems with anti-social behaviour, and the council doesnt They are scared he may expose them. 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 also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. There are some things that we wont be able to investigate through our formal complaints procedure. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. It goes against our guidelines to offer incentives for reviews. 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). 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. 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. 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. Carefully consider the impact that this has had on you and your family. Its FREE for Tenants. Big thanks! We offer a variety of ways for you to be able to make a payment. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Investigations are often complicated and it is important that the officer looks into these very carefully. We use cookies to ensure that we provide you with the best possible experience on our website. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. We will also advise you how to word your complaint in order to get a swift resolution to your issue. Advice for people affected by child abuse. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. 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. Ombudsman considers complaints about how a landlord has responded to reports of a problem. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. You might need these details if you take the problem further. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. WebResolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint. Hi Andrei, really sorry to read about your experience here. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. 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). WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. 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: The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. Some walls are thinner than others. She asked the landlord not to access the account again and it agreed. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Is there anything wrong with this page? End the conversation (or letter) by asking them if they could keep the volume down. if the resident no longer receives support then their accommodation may be in jeopardy. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Your feedback will help us give millions of people the information they need. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. 520 a month to live with no heating for months on end and living with half a roof literally. 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 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). Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. 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. View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. 1. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, These early intervention actions were all reasonable measures for the landlord to take and demonstrated that it attempted to reduce the impact of neighbours behaviour on the resident even where ASB remained unproven or. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 1 department doesn't know what the other is doing. Slow response , lucky to finally receive answer after a while . If you still need help, you can look for a mediator on GOV.UK. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. For example, take a photo of rubbish thats been dumped in your garden. L0247 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. Registered as a provider of social housing with the Regulator of Social Housing No. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. Uncontrolled copy if printed. You can be certain that youre talking to the right person at the right time. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Companies can ask for reviews via automatic invitations. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. An increase in people entering and leaving the property at odd times of the day and night, An unusually high number of vehicles outside the property for short periods, Increased antisocial behaviour in and around the property such asincreased noise or evidence of drug taking, everyday living noises (doors opening/ closing, footsteps, use of household appliances, people talking, low level sound from television/ radio), dogs barking (unless excessive and frequent), where properties have poor sound insulation. Here are 8 tips for writing great reviews. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Find out how we combat fake reviews. 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. It would never been escalated so quickly without resolver. PO Box 152 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. You can take someone with you for support. 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. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. Suggested companies. Report Tenant Harassment Learn how to report harassment to 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. Let us know, Copyright 2023 Citizens Advice. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. Advice can vary depending on where you live. Check their website for how to complain about anti social behaviour. Telephone: 0300 111 3000. 19059R. As a subscriber, you have 10 gift articles to give each month. 9.15am-5.15pm: Mon, Thurs, Fri 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. 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. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. Instead, theyre full of the info you need to get things sorted. 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. Aim to respond to your complaint within 10 working days. It responds to complaints within 10 The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. Join the 314 people who've already reviewed Sanctuary. Anyone can read what you share. Heating for months on end and living with half a roof literally 5 years late sending me my notice! And is on a road with no heating for months on end and living with half a roof.. Website uses cookies to ensure that we wont be able to help with making complaint! 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