PO Box 152 WebJoin the 321 people who've already reviewed Sanctuary. 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. 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. My neighbours are causing me problems with anti-social behaviour, and the council doesnt At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. Your feedback will help us give millions of people the information they need. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Now that winter is here, they never seem to go out. If not, it must be reported to the local council. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. WebDont waste your time. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. For information on Hate crime, please see our dedicated page. Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. You can contact the Housing Ombudsman at any time point during our complaints process. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. 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. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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). 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 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. The landlords complaints policy says that events that occurred more than six months pr. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. Given the account was not in credit and had not regularly been in credit according to the. 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. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. If a case is opened, we will agree an action plan with you, action may include: Use to tools to encourage a change a behaviour. 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. Turn it down. a scheme that offers short-term accommodation for adults with support needs. You can check what to do if youve experienced a hate crime or incident. Let us know, Copyright 2023 Citizens Advice. Check your local councils website for how it works in your area. 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. The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. Draughts coming through windows, mould everywhere and damp which ruins your furniture and they dont care.Rude office staff but lovely maintenance workers.Ill be glad to leave this place. Sanctuary. They could bundle them up and take them outside to run around. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 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!!!!! Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. The landlord responded to the resident on 31 December 2020. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. . We will need to know the incident number so we can follow up on your report. We use dedicated people and clever technology to safeguard our platform. I've popped you over a message (via TrustPilot) to ask for more info. We willoffer a range of relevant support and advice to try to resolve your complaint. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. L0247 Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. these issues had impacted her physical and mental health. The resident made a report on 1 December 2019 of cigarette smells entering her flat. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Well always be on hand with guidance and support to help you get the results youre looking for. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. identify vulnerable people, whether victim or perpetrator and work with them appropriately. Companies can ask for reviews via automatic invitations. 2023 Trustpilot, Inc. All rights reserved. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service 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. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Avoid at all costs! Give your neighbours address and their name if you know it. 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. since July 2019 to ensure that members of staff treat resident information confidentially. 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