If that doesn't sort out the problem you can go to the council if you haven't already talked to them. 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. It offered a breakdown as to how it had reached this calculation. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. By providing you with all the tools and contact details needed to raise and manage your complaint, we put you firmly in control of your issue. Advice for people affected by child abuse. | Read 81-100 Reviews out of 292 That leaves it up to them, Ms. Gottsman said. I wouldnt bother to pay the prices for the housing! 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. It responds to complaints within 10 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. Thanks to @paullewismoney for pointing out this very useful new website on complaining. it would consider appropriate measures to any reports from the resident of banging doors or fumes. 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. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. Cars near the property for a short period of time. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Do you agree with Sanctuary's TrustScore? 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. 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. Hope it will resolve fully in the end, Not very good when it comes to repairs. Simple! Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. We know that sometimes things can go wrong. View our cookie policy here. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House Hi Andrei, really sorry to read about your experience here. Best and worst companies at resolving issues. 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. 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. DO NOT TOUCH WITH A BARGE POLE!!!!! 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. weekly meetings in line with the support agreement. 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. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. L0247 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. In response, the landlord issued another rent statement to the resident in October 2020. 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. Is there anything wrong with this page? WebSample. 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. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. It confirmed the complaint was closed. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. These are: You can find more information about antisocial behaviour viaCitizens Advice. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. 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. 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. 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 concluded that: past anti-social behaviour reports had been considered and responded to in October 2019 (a copy of the response was attached) so this would not be reviewed again, the staff behaviour and comments allegations were over six months old so could not be considered through the complaints process, an apology was offered for any past lack of staff support but weekly support sessions had been available to the resident which she had often not attended; it noted that support is available informally during staffing hours and more structured support is a requirement of staying in service, the resident was thanked for reporting substance misuse at the block and actions were taken where appropriate (details of which could not be shared due to confidentiality), residents had largely complied with lockdown guidance but an incident had occurred around visitors that had led to a warning being issued in June 2020, residents are asked to be one weeks rent in advance plus four weeks personal charge; it said this amounted to 370.23 credit but the residents balance was 300.45 so she was 69.78 in arrears and any credit would be refunded once the rent account was closed. 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. You can find out more or opt-out from some cookies, Benefit calculators: what benefits can you get, Check how much redundancy pay you can get, Template letter to raise a grievance at work, Grants and benefits to help you pay your energy bills, You can't afford to top up your prepayment meter, Check if you can get your money back after a scam, Renting from the council or a housing association, Living together, marriage and civil partnership. 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 do have rights. 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. Therefore we do ask that you give us enough time to look into these properly before we respond to you. We will deal with the situation sensitively and explain what action can be taken. Weve helped millions of people find a resolution. To complain about a housing association, go to the Housing Ombudsman. And 10 years for my front door to be fixed properly YES ten years!! 19059R. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue. 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 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. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. This procedure adds that. We have adopted the Housing Ombudsmans definition of a complaint. 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. 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 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 landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. 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. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. ), You may have better luck reasoning with your neighbors directly. 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. No Win No Fee. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. We willoffer a range of relevant support and advice to try to resolve your complaint. Registered Society No. You don't need to wait until the end. If you're not sure whether your neighbour's behaviour is anti social, you can talk it through with an adviser at your nearest Citizens Advice. Sanctuary Housing Independent Complaints Group - Countrywide WebReport a Complaint. Ask when youll hear back and what to do if the problem gets worse. These are not incompatible, so long as the adults deal with the noise. Alternatively, you can complete the web form 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. 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. Loud enough to hear in living room - had to turn up my radio. Theyll look at your complaint and decide if the council or housing association should put things right. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. Countrywide WebReport a complaint explain what action can be taken will deal the! There a hour after my viewing time for pointing out this very new... Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your neighbors.! 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