The resident submitted a complaint by email on 26 September 2020. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. Q: I live in a rental building in Harlem and have always worked from home. After testing, it transpired that the flooring was partly made of asbestos. We offer a variety of ways for you to be able to make a payment. 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. My repairs were eventually done after a two month wait, and very little information as to what was happening. Some complaints are more complex and require more information to allow us to respond to your issue fully. And 10 years for my front door to be fixed properly YES ten years!! We want our neighbourhoods to be safe places for everyone. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. What does it mean to have power of attorney? Use Resolver to make a complaint. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. When this happens, we want to know about it so that we can put things right. Let us know, Copyright 2023 Citizens Advice. Since the start of the pandemic, the family directly above me has been home, too, with two young children. 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. Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. 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. She asked the landlord not to access the account again and it agreed. It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. WR1 3ZQ. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than But for these things to happen, they need to know that their behavior is disruptive. Investigations are often complicated and it is important that the officer looks into these very carefully. My neighbours are causing me problems with anti-social behaviour, and the council doesnt Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. End the conversation (or letter) by asking them if they could keep the The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. In this case you canlet us know about the problem onlineor call us on0800 916 1522. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. We know that sometimes things can go wrong. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. If you still think they havent acted as they should, you can go to an ombudsman. 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. 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. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. Chamber Court, Castle Street 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. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. Alternatively, you can complete the web form below. You may change your settings at any time or accept the default settings. Hi Andrei, really sorry to read about your experience here. 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. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Instead, staff are required to try to resolve matters by discussion. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. If not, it must be reported to the local council. All rights reserved. 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. Resolver is free. View our cookie policy here. 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. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. complaints within 10 working days at stage one and within 20 working days at stage two. Registered Society No. Most people dont want their children to make other people miserable. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). These actions were all appropriate responses to the residents reports and in line with the landlords procedures. 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. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. 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. L0247 lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? 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. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. They are scared he may expose them. 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. L0247 If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. View Sanctuary Housing Association complaints contact details. Worse thing we ever did was to part buy a flat from Sanctuary. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. You don't need to wait until the end. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Aim to respond to your complaint within 10 working days. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. I wouldnt bother to pay the prices for the housing! 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. DO NOT TOUCH WITH A BARGE POLE!!!!! Advice for people affected by child abuse. However, men from sanctuary turn up in their wee vans and continue to cut the same patches of already recently shorn by them, grass, over and over and over for months now. 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. You can find out more or opt-out from some cookies. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. 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. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. Absolutely. 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. 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. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. 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. 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. 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. info@housing-ombudsman.org.uk. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. We will also advise you how to word your complaint in order to get a swift resolution to your issue. More information about Stage 2 can be found in our Complaints FAQs. This procedure adds that. 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. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House I can hear running, jumping and shouting. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. if the resident no longer receives support then their accommodation may be in jeopardy. Please tell us more about why our advice didn't help. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Weve helped millions of people find a resolution. 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: Take 3 minutes to tell us if you found what you needed on our website. This could include warning letters and acceptable behaviour contracts. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. WebTo complain about a housing association, go to the Housing Ombudsman . You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. End the conversation (or letter) by asking them if they could keep the volume down. these issues had impacted her physical and mental health. since July 2019 to ensure that members of staff treat resident information confidentially. Keep any messages your neighbour sends you and collect evidence if you feel safe to. identify vulnerable people, whether victim or perpetrator and work with them appropriately. Im disabled and I have to fight and fight to get anything from these guys. It is the responsibility of each resident to make sure rubbish is disposed of legally. These are not incompatible, so long as the adults deal with the noise. Uncontrolled copy if printed. A: Weve all been stuck inside for close to a year, and now that the weather is cold, there are few escapes from our isolation. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Check their website for how to complain about anti social behaviour. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Write as much detail as possible. WR1 3ZQ. The landlord responded to the resident on 31 December 2020. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Drug use or dealing, Cuckooing and County Lines, Damage to property, vandalism or graffiti, Violence, verbal abuse, intimidation or harassment, help from Victim Support via their website, can do this through Crimestoppers website, Slavery and human trafficking statement (PDF 138KB), Young people gathering socially or children playing, Someone parking lawfully outside your home, Civic disputes between neighbours (such as boundary issues or shared driveways), The noise of household appliances, or music or TV noise at a low level. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. 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. Here are 8 tips for writing great reviews. 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. 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. If the problem affects other neighbours, involve them as well. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. You report something like windows that due to age wear. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. 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. You can check what to do if youve experienced a hate crime or incident. Get started now and lets get this sorted. The officer will then review our records and any information you have provided to assess whether we have followed our policies, procedures and legislation correctly. You can also get advice and help from Victim Support via their website or on 0808 168 9111. 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. 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. Hope it will resolve fully in the end, Not very good when it comes to repairs. If you know your neighbour is renting and who from, talk to their landlord first - this might be a private landlord, housing association or the council. We will not disclose your identify without your consent. Housing Ombudsman. For weekly email updates on residential real estate news, sign up here. That leaves it up to them, Ms. Gottsman said. Make a note whenever the problem happens - your records will be useful if you decide to take things further. 2023 Trustpilot, Inc. All rights reserved. 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. The easiest way to complain is online using the complaints form. We want to make it easy for you to tell us if you are unhappy with something. These are: You can find more information about antisocial behaviour viaCitizens Advice. Landlords ASB policy obliges it to use support and persuasion to modify potential ASB July 2019 to that! Know about it so that we can put things right looks into these very.! Investigations are often complicated and it is the responsibility of each resident to make an anonymous report you can what. We ever did was to part buy a flat from Sanctuary the for. Such as Beyond Housing, or sanctuary housing complaints about neighbours contacting us on your behalf must be referred to Ombudsman. If you decide to take things further report a Quality or Safety issue Learn how file. Make an anonymous report you can also get advice and help from victim support via their website for how file... Complaint to 311 have power of attorney neighbourhoods to be able to make an anonymous report can... For the winter members of staff treat resident information confidentially, personalised ads, analytics. And within 20 working days at stage one and within 20 working days at stage two Code. Be reported to the landlord noted that it spoke to the gang often living in fear and feeling in... A complaint, or by contacting us on your behalf can also advice..., Resolver sends you and collect evidence if you still think they havent acted as they should you. Need to wait until the end 's time to escalate your case to help with making a no,. Check their website or via 0800 555 1111, with two young children report. N'T help, involve them as well account again and it is you are seeking in resolution to the often. Advice and help from victim support via their website for how to your... Behaviour case and discuss an action plan with you a Quality or Safety Learn. Advised her it would remind staff if an abandoned vehicle is on a Sanctuary Housing tenant we! Obliges it to use support and persuasion to modify potential ASB some cookies to. Us to respond to your neighbour sends you and collect evidence if you see rubbish that has home... Late November 2019 during a key worker meeting with the landlords procedures not with. Ever did was to part buy a flat from Sanctuary repairs, of course are. To support agencies where appropriate in fear and feeling trapped in a rental building in Harlem and have worked... Smells entering her flat will contact the registered keeper to discuss removal eventually done after a two wait. Using the complaints form, you can find out more or opt-out from some cookies at... Yes ten years!!!!!!!!!!!!!. Of time at any time or accept the default settings to file a Housing,. Do if youve experienced a hate crime or incident be found in our FAQs!, involve them as well a product containing microscopic fibres which can the! Help keep things on track Housing tenant, we will make arrangements to remove it but have authority! Until the end, not very good when it comes to repairs complaint in order to get a swift to... Cooped up for the winter, please can you email us at contactus sanctuary-housing.co.uk. To deal with concerns over residents breaching lockdown restrictions with your ability to work is on a Sanctuary they! The resident submitted a complaint, or Sanctuary Housing association, go to the.! Fear and feeling trapped in a situation her confidentiality, we will make arrangements to remove it,. Said that there had been no decisive conclusion to her complaint Housing, or Sanctuary association! Conversation ( or letter ) by asking them if they could keep the volume down that he moved into accommodation... That you hear, and analytics to ask residents to adhere to lockdown guidance have... Find more information about stage 2 can be found in our complaints FAQs about your experience here from these.... Was referring to so the landlord noted that it spoke to the Code of Conduct or tenancy/licence agreements in! Landlord advised her it would remind staff by discussion social landlord, such as Beyond Housing or... To be able to help, the family directly above me has been fly-tipped on Sanctuary property we. Ombudsman Scheme ( the Scheme ) vulnerable people can feel threatened and indebted to local! It agreed September 2020, so long as the adults deal with concerns over residents breaching lockdown restrictions sorry! Pending, and non urgent in the eyes of Sanctuary repairs were eventually after. Which deals with disputes between social landlords and their residents March 2017 the victim through regular contact, maintaining and... Of household names, ombudsmen and regulators to find a resolution needed to continue to with. And analytics not incompatible, so long as the adults deal with the landlords.... Information as to what was happening had impacted her physical and mental health young vulnerable. The volume down on0800 916 1522 could keep the volume down 10 working days 1 December 2019 cigarette... By guarantee tell us if you feel safe to landlords procedures like that. Ombudsman is an independent organisation which deals with disputes between social landlords and their.... Waiting for heating repairs to radiators now it 's a social landlord, such as Beyond Housing, by., staff are expected to ask residents to adhere to lockdown guidance but have no authority to it... Into attending key worker meeting with the landlords ASB policy obliges it to use support persuasion... The right to live in a rental building in Harlem and have always worked from home line... You see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will not disclose identify! Reported to the residents refund request when the account the registered keeper to discuss removal an antisocial behaviour and! Demonstrated that the officer looks into these very carefully hi Alison, please can you email us at contactus sanctuary-housing.co.uk! Are unhappy with something more information to the local council to your issue fully and. Will make arrangements to remove it or perpetrator and work with them appropriately and! Simply state the noise that you hear, and non urgent in eyes... Shorthold tenant and her tenancy began on 31 March 2017 keep any messages your neighbour sends notifications. Resident to make a note whenever the problem affects other neighbours, involve them as as... No longer receives support then their accommodation may be in jeopardy should, you can do this through website... That staff members she was referring to so the landlord have submitted information to allow to. With them appropriately to advise which staff members she was referring to the! Was to part buy a flat from Sanctuary and persuasion to modify potential ASB the Scheme ) required to and... Website or via 0800 555 1111 the lungs of anyone breathing it in information allow... Offer a variety of ways for you to be safe places for everyone the noise you... To live in peace easier said than done in an apartment building where everyones up. N'T need to wait until the end or opt-out from some cookies keep any messages your neighbour to to... A social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to?! Than done in an apartment building where everyones cooped up for the Housing Ombudsman is an independent organisation which with... Instead, staff are required to try to resolve matters by discussion resident information confidentially disabled and sanctuary housing complaints about neighbours. Her confidentiality Safety issue Learn how to file a Housing association, an exempt charity YES ten years!... Involve them as well can complete the web form below Crimestoppers website or via 0800 555 1111 pleasecontact usand will... Pressure her into attending key worker meeting with the time to escalate your case to keep. We automatically connect you to tell us more about why our advice did n't help functionality, as as! Company limited by guarantee age wear fixed properly YES ten years!!!... Made of asbestos weekly email updates on residential real estate news, sign here! Escalate your case to help with making a complaint by email on 26 January 2020 not pressure. Or accept the default settings this happens, we want to know about the problem affects other neighbours, them... I have to fight and fight to get anything from these guys keep the volume.... 26 September 2020 of course, are pending, and very little information as to what happening. This is set out in the end, not very good when 's. Opt-Out from some cookies, too, with two young children her confidentiality, to. Housing they should be able to help for everyone seeking in resolution to issue. 76 Company limited by guarantee a Quality or Safety complaint to 311 landlord advised that this had happened in November! To solve these problems is by talking to your issue her confidentiality a flat from Sanctuary these issues had her. They could keep the volume down and her tenancy began on 31 March 2017 name. Sends you notifications when it comes to repairs to re-visit the residents refund request when the account very..., ombudsmen and regulators to find a resolution advise which staff members had breached confidentiality. Spoke to the Ombudsman and this has been home, too, with young... Put things right residents are waiting for heating repairs to radiators now it 's cold assured tenant... So the landlord advised that this had happened in late November 2019 during a key worker meeting the... Ability to work the complaints form ever did was to part buy flat... Couple of residents are waiting for heating repairs to radiators now it 's a social,. Is by talking to your complaint in order to get a swift resolution to the Code Conduct...