I can hear running, jumping and shouting. There is a whole section of the website dedicated to supporting residents. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. 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. 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. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. Therefore we do ask that you give us enough time to look into these properly before we respond to you. 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. End the conversation (or letter) by asking them if they could keep the volume down. Advice for people affected by child abuse. Use Resolver to make a complaint. If you rent from a housing association, you could ask them about finding a mediator. 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. 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. You will be given the option to make your complaint by phone via our mobile app. We offer a variety of ways for you to be able to make a payment. People who write reviews have ownership to edit or delete them at any time, and theyll be displayed as long as an account is active. We want our neighbourhoods to be safe places for everyone. Report Tenant Harassment Learn how to report harassment to WebNeighbour nuisance and anti-social behaviour. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. Worcester, Worcestershire 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. 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. Instead, staff are required to try to resolve matters by discussion. 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: 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. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. WebJoin the 321 people who've already reviewed Sanctuary. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Take 3 minutes to tell us if you found what you needed on our website. 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. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. You don't need to wait until the end. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. Investigations are often complicated and it is important that the officer looks into these very carefully. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Draughts coming through windows, mould everywhere and damp which ruins Look fairly and honestly at the concerns that you have raised. 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. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. . The landlords initial actions in response to ASB reports from the resident were therefore appropriate. 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. Sanctuary. Thanks - Becky. | Read 81-100 Reviews out of 292 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. Sanctuary wont buy back so we are stuck with it. After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . 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. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. Hope it will resolve fully in the end, Not very good when it comes to repairs. 1. It is. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. Tell your neighbour how their behaviour is affecting you and what would help. 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. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. 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. WebReport a Complaint. They could remind them to use their inside voices. 9.15am-5.15pm: Mon, Thurs, Fri It offered a breakdown as to how it had reached this calculation. They'll help you decide what to do next. 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. 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 The resident made a further report of cigarette smoke on 6 October 2020. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. More information on the cookies we set can be found in our cookie policy. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. They could provide them with activities that are more appropriate for indoor play. 19059R. The only number that picks up the phone. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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. Companies can ask for reviews via automatic invitations. Hi Andrei, really sorry to read about your experience here. You can make private notes about your case as well as set yourself reminders. it would consider appropriate measures to any reports from the resident of banging doors or fumes. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. 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. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. This Service has not been provided with a copy of the neighbours tenancy Its FREE for Tenants. We will deal with the situation sensitively and explain what action can be taken. 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. weekly meetings in line with the support agreement. 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. 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. 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