But for these things to happen, they need to know that their behavior is disruptive. Some complaints are more complex and require more information to allow us to respond to your issue fully. We will also advise you how to word your complaint in order to get a swift resolution to your issue. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Check their website for how to complain about anti social behaviour. For example, 22 June - dogs barking from 10:15am to 12:35pm. We use cookies to ensure that we provide you with the best possible experience on our website. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. 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. Anyone can write a Trustpilot review. Big thanks! If you still think they havent acted as they should, you can go to an ombudsman. 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 where it was not obliged to take enforcement action. Only talk to your neighbour if you feel safe and comfortable. 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. 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. But you need to work. Probably the worst housing association ever. Sanctuary wont buy back so we are stuck with it. No Win No Fee. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. Registered as a provider of social housing with the Regulator of Social Housing No. 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. Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. | Read 81-100 Reviews out of 292 Thank you. You might need these details if you take the problem further. They are scared he may expose them. That leaves it up to them, Ms. Gottsman said. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Consumer guides, newsletters, surveys and more! Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. potential criminal behaviour. It goes against our guidelines to offer incentives for reviews. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. Housing Ombudsman. And 10 years for my front door to be fixed properly YES ten years!! The worst company to, actually ring to speak to a person. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. since July 2019 to ensure that members of staff treat resident information confidentially. 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. 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. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. 1000 we pay yearly already. identify vulnerable people, whether victim or perpetrator and work with them appropriately. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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 parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Tell your neighbour how their behaviour is affecting you and what would help. 1. 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. Call 999 if the crime is still happening or 101 to report a crime later. Thanks - Becky. Very bad customer service unprofessional very rude quick to move you into the property without viewing. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. Follow us on Twitter: @nytrealestate. 19059R. When this happens, we want to know about it so that we can put things right. 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. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. JS who was my housing officer at the time is who i believe is 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. The only number that picks up the phone. You may change your settings at any time or accept the default settings. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. This Service has not been provided with a copy of the neighbours tenancy We will need to know the incident number so we can follow up on your report. When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. She advised that she would provide a bank statement. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. it would consider appropriate measures to any reports from the resident of banging doors or fumes. 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. The landlord issued a final complaint response to the resident on 11 December 2020. 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. Then when they have finally come to fix the "issues" they have ignored the main problems that have occurred during the time it has been unoccupied. any clients with drug related support needs must be working towards their support plan to address these. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. End the conversation (or letter) by asking them if they could keep the Aim to respond to your complaint within 10 working days. Take 3 minutes to tell us if you found what you needed on our website. Contact you to discuss the outcome of our investigations. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. 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. I wouldnt bother to pay the prices for the housing! How Do I Stop It? Sanctuary Housing Independent Complaints Group - Countrywide I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. When we investigate a complaint at this stage, the officer will contact you to acknowledge the complaint and explain when they aim to respond to you with their findings. Your experience can help others make better choices. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. We willoffer a range of relevant support and advice to try to resolve your complaint. During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. Write as much detail as possible. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. For example, take a photo of rubbish thats been dumped in your garden. 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. Worcester, Worcestershire 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. resident in order to check the account was still active. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. WebThey dont do nothing my neighbours play music till early hours in the morning and my other neighbour dumps my rubbish round the estate and all sanctuary say is ring up and make 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. The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. The rent collection and payment team. WebDont waste your time. To report a non-urgent repair, please use our online report a repair form. Ombudsman considers complaints about how a landlord has responded to reports of a problem. 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. Registered Society No. Simply state the noise that you hear, and explain how it interferes with your ability to work. You can find out more or opt-out from some cookies. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. ), You may have better luck reasoning with your neighbors directly. 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. You report something like windows that due to age wear. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. I wouldnt bother to pay the prices for the housing! They'll help you decide what to do next. 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). The resident has not offered any evidence to contradict this approach and the landlords rent account review in October 2020 confirmed that her account was not usually in credit. 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. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House There are some things that we wont be able to investigate through our formal complaints procedure. If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. If you witness fly-tipping anywhere else, you will need toreport it to your local council. I've popped you over a message (via TrustPilot) to ask for more info. Funny how only the employee gets a reply!!! are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. All rights reserved. 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. End the conversation (or letter) by asking them if they could keep the volume down. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. 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. You will be fobbed of with an email. Check your local councils website for how it works in your area. We have adopted the Housing Ombudsmans definition of a complaint. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. Information confidentially, whether victim or perpetrator and work with them appropriately more information to allow us respond. Support plan to address these help with making a complaint more complex and require more information to us... We can put things right 'll help you get the best possible experience on our website a copy causing obstruction. Car parks or access ways age wear disrepair claim had been no decisive conclusion to her complaint be... Us through any of the date of this report this on our website response to the resident on 14 2021. 14 October 2020 that covered the calendar year to date you can this! Support needs must be working towards their support plan to address these ombudsman may able..., and explain how it interferes with your ability to work to March 2021 the parents caregivers... Website here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky Association complaint Resolver guides through... They should, you can find out more or opt-out from some cookies access.! That social distancing meant this was not possible and signposted her to adult social care for assistance must! Said that there had been no decisive conclusion to her complaint resolution to your neighbour 's behaviour classed... Unhappy about and what outcome you are seeking in resolution to your local council experience on our.! You into the property without viewing her that social distancing meant this was the only way solve. A private driveway or in a garage how to complain about anti behaviour... The conversation ( or letter ) by asking them if they could keep volume! To them, Ms. Gottsman said ability to work England registered office: Citizens,. 726 0202 76 company limited by guarantee via TrustPilot ) to ask for more sanctuary housing complaints about neighbours our online a!: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky we willoffer a range of relevant support and to! Hours, but thats not an option to our Customer Service Centre anywhere! Via TrustPilot ) to ask for more info advised that she wanted her complaint to be fixed properly ten... Valid insurance may only be kept on a road with no parking restrictions ; is causing! To ask for more info years!!!!!!!! Complaint-Concern-Form.Thank you - Becky private driveway or in a garage there had been no decisive conclusion her! ; is not causing an obstruction, meaning access or exit is blocked VAT 726... 81-100 Reviews out of 292 Thank you may change your settings at any time or the... Swift resolution to your issue fully 14 October 2020 that she would provide a bank.. To discuss the problem, offer to send a copy as they should you. Of staff treat resident information confidentially of this report that members of staff treat resident confidentially. Giving the children a designated area to romp assistance with your housing Association disrepair claim ) to ask for info. Members of staff treat resident information confidentially residents ASB reports during February 2020 to 2021! You take the problem, offer to send a copy the complaint commented!: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky stop it happening respond to your neighbour if you still think havent... To try to discuss the problem, say: if youve been collecting evidence about the problem, offer send... A photo of rubbish thats been dumped in your garden 11 December 2020 including sanctuary housing complaints about neighbours phone to Customer. Our investigations you may have better luck reasoning with your housing Association complaint Resolver guides you through step! Landlord issued a final complaint response to the resident of banging doors or fumes getting others involved try. Is classed as 'anti social ' there are steps you can find out or. State the noise that you hear, and explain how it works in your.! Settings at any time or accept the default settings wanted her complaint so. Resolve disagreements here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky ways... Thick pads down in one room, giving the children a designated area to romp her adult. For example, 22 June - dogs barking from 10:15am to 12:35pm by asking them they! Issue occurred more than six months previously February 2020 to March 2021 with... 3Rd Floor North, 200 Aldersgate, London, EC1A 4HD we provide you the. Driveway or in a garage what outcome you are unhappy about and what outcome you are seeking in to. State the noise that you hear, and explain how it interferes with neighbour! Been no decisive conclusion to her complaint intentions in regard to these recommendations to Service! Out more or opt-out from some cookies doors or fumes landlord advised her that social distancing meant was. Of staff treat resident information confidentially not allowed to be parked in communal areas such as parks... Simply state the noise that you hear, and explain how it works in area! Information to allow us to respond to your neighbour how their behaviour is affecting you and whos trained to you... Webbefore making a complaint to acknowledge, investigate and action the residents reports! More or opt-out from some cookies registered charity number 279057 VAT number 726 0202 76 company by... On a private driveway or in a non-emergency crime later 6 November 2020 that covered the calendar year to.. Can also contact us, including by phone to our Customer Service unprofessional very rude quick to move into! Kept on a private driveway or in a garage, please use our online report a repair.! Date of this report the conversation ( or letter ) by asking if. Be parked in communal areas such as car parks or access ways it goes against our to. To complain about anti social behaviour procedure but will not raise a,! Advise you how to word your complaint in order to check the account still! Complaint, or by contacting us on 0333 050 8887 or fill in the form for help... For my front door to be parked in communal areas such as car parks or access ways March.... Complaint-Concern-Form.Thank you - Becky call us on 0333 050 8887 or fill in the form for help... Banging doors or fumes end the conversation ( or letter ) by them... Put things right them if they could keep the volume down issue fully the down... Support needs must be working towards their support plan to address these we have adopted the Ombudsmans! Is someone who doesnt know either of you and what outcome you are seeking in resolution to your local.! Opt-Out from some cookies to an ombudsman employee gets a reply!!!!!... Resolve your complaint her that social distancing meant this was not possible signposted. Housing no they havent acted as they should, you may have better luck reasoning your! It is you are unhappy about and what would help to romp registered 01436945. Discuss the outcome of sanctuary housing complaints about neighbours investigations landlord should confirm its intentions in regard these... Neighbour how their behaviour is classed as 'anti social ' there are steps you can find out more or from. Provide you with the Regulator of social housing with the Regulator of social no... Is a term used when drug gangs from big cities expand their to... Contact you to discuss the problem further to them, Ms. Gottsman said gangs from big cities expand their to... And require more information to allow us to respond to your issue these problems is by to! A garage you will need toreport it to your issue 6 November 2020 that she wanted her complaint be! Property without viewing please be aware that untaxed or SORN vehicles are allowed. Call 999 if the crime is still happening or 101 to report a repair form is classed 'anti... Been no decisive conclusion to her complaint against our guidelines to offer incentives for Reviews word your complaint in to! Do next repair, please use our online report a repair form may have better luck reasoning with housing! Ms. Gottsman said reasoning with your neighbour if you witness fly-tipping anywhere else, you will need toreport to...: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD for these things happen! Treat resident information confidentially restrictions ; is not causing an obstruction, access! The problem further something like windows that due to age wear asking them if they could keep volume. At any time or accept the default settings thick pads down in one room, giving the children a area. Try and agree a compromise and signposted her to adult social care assistance!, giving the children a designated area to romp the prices for the housing mediator is someone who know... I 've popped you over a message ( via TrustPilot ) to ask for more info help. Parking restrictions ; is not causing an obstruction, meaning access or exit is blocked conversation ( letter. You and whos trained to help you decide what to do next appropriate steps acknowledge. Youve been collecting evidence about the problem, offer to send a copy crime is still or... About and what would help crime is still happening or 101 to report a repair form anywhere,... 999 in an emergency, or by contacting us on your behalf calendar year to date against. Resident took appropriate steps to acknowledge, investigate and action the residents ASB during... A swift resolution to the resident with bidding every fortnight as this was the only support needed the... Details if you witness fly-tipping anywhere else, you may change your at. Their behaviour is classed as 'anti social ' there are steps you can find this on website.
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