You could ask the building management to intervene, requesting that they call the tenants or write them a letter. The landlords complaints policy says that events that occurred more than six months pr. Webthen you can report a complaint to us by: Emailing [email protected] Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? You can be certain that youre talking to the right person at the right time. Worcester, Worcestershire Talk to them, or leave a note under their door. WebJoin the 321 people who've already reviewed Sanctuary. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. JS who was my housing officer at the time is who i believe is To 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 speak to. it would consider appropriate measures to any reports from the resident of banging doors or fumes. 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. I've popped you over a message (via TrustPilot) to ask for more info. 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. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. 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. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. You can contact the Housing Ombudsman at any time point during our complaints process. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Worse thing we ever did was to part buy a flat from Sanctuary. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. We have adopted the Housing Ombudsmans definition of a complaint. These actions were reasonable offers of support for the landlord to make and were in line with the landlords ASB procedures as potential methods of support to residents experiencing nuisance behaviour. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. 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. 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. Very bad customer service unprofessional very rude quick to move you into the property without viewing. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. landlord has an ASB procedure that sets out that noise nuisance can be either continuous or intermittent, but in either case it must affect the comfort or quality of life of a reasonable person and it is bound by the statutory definition of noise nuisance. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. The Noise Upstairs Is Unbearable. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). Do you agree with Sanctuary's TrustScore? 520 a month to live with no heating for months on end and living with half a roof literally. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. 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. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. 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. Thank you, your feedback has been submitted. Funny how only the employee gets a reply!!! We want to make it easy for you to tell us if you are unhappy with something. I wouldnt bother to pay the prices for the housing! 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. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. More information about Stage 2 can be found in our Complaints FAQs. 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. 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. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 They are scared he may expose them. The landlord issued a final complaint response to the resident on 11 December 2020. Only talk to your neighbour if you feel safe and comfortable. Telephone: 0300 111 3000. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. It would never been escalated so quickly without resolver. Sanctuary Housing Independent Complaints Group - Countrywide 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. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. WR1 3ZQ. Clarion Housing. 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. We use cookies to improve your experience of our website. What are the rules about parking near your home? WR1 3ZQ. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. It confirmed the complaint was closed. They could bundle them up and take them outside to run around. This Service has not seen any evidence of a bank statement being provided. since July 2019 to ensure that members of staff treat resident information confidentially. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. 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. 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. Liverpool L33 7WQ. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. 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. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. Turn it down. Chamber Court, Castle Street Aim to respond to your complaint within 10 working days. WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. Resolver is free. Big thanks! Ive been waiting 2.5 yrs on windows to be put into my bedroom! The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). All Rights Reserved. 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. When this happens, we want to know about it so that we can put things right. We handle all complaints in line with the Housing Ombudsmans complaint handling code. You can check what to do if youve experienced a hate crime or incident. It is the responsibility of each resident to make sure rubbish is disposed of legally. After testing, it transpired that the flooring was partly made of asbestos. 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). 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. 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. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. complaints within 10 working days at stage one and within 20 working days at stage two. We offer a variety of ways for you to be able to make a payment. 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. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. 1 department doesn't know what the other is doing. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. If not, it must be reported to the local council. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. 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 If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. WebDont waste your time. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. For information on Hate crime, please see our dedicated page. I can hear running, jumping and shouting. Hi Andrei, really sorry to read about your experience here. The landlord replied to the resident on 29 January 2021. Include ; civil Injunctions and, as a last resort and where,! We ever did was to part buy a flat from Sanctuary neighbors as an inevitable inconvenience of York! Distribute drugs approach to investigating and determining complaints is to decide what is fair in the. 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