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. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. You can make a complaint if: You live in one of our care homes My repairs were eventually done after a two month wait, and very little information as to what was happening. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. 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. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. Registered Society No. This is known as Cuckooing. 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. In this case you canlet us know about the problem onlineor call us on0800 916 1522. Many thanks. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Slow response , lucky to finally receive answer after a while . The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. The Noise Upstairs Is Unbearable. You can be certain that youre talking to the right person at the right time. 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. 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. End the conversation (or letter) by asking them if they could keep the But you need to work. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. 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. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. Voice your opinion today and hear what 321 customers have already said. 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. You will be fobbed of with an email. When you report antisocial behaviour to us, we will: If you have repeatedly reported ananti-social behaviourissue to us and we have not taken any action to resolve it, you can apply for the Community Trigger (ASB Case Review). WebJoin the 321 people who've already reviewed Sanctuary. Since the start of the pandemic, the family directly above me has been home, too, with two young children. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? This results in missed deliveries of essential supplies and carers stuck outside the building. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than Very bad customer service unprofessional very rude quick to move you into the property without viewing. 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. They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. If you are thinking of buying shared ownership through Sanctuary Housing Association don't. You will regret it when you try and sell. Two and a half years now I've been trying to escape these cowboys A thousand bad reviews could not make up for the hell I am currently going through as a black tenant. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. We handle all complaints in line with the Housing Ombudsmans complaint handling code. For example, take a photo of rubbish thats been dumped in your garden. 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. It responds to complaints within 10 It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. Sanctuary wont buy back so we are stuck with it. Talk to them, or leave a note under their door. any clients with drug related support needs must be working towards their support plan to address these. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. Housing Ombudsman. 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. 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 you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. You don't need to wait until the end. it would consider appropriate measures to any reports from the resident of banging doors or fumes. If the problem affects other neighbours, involve them as well. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. Carefully consider the impact that this has had on you and your family. They'll help you decide what to do next. What am I supposed to do? You can check what to do if youve experienced a hate crime or incident. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. 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. 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. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Anyone can write a Trustpilot review. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Between the stage one complaint response of 14 October 2020 and December 2020 (when a final complaint response was issued), the landlord noted the following further actions in response to the residents ASB reports: it recorded that the resident had attended a key worker session on 20 October 2020 but refused further housing-related support, it wrote to the resident on 21 October 2020 about cigarette smoke, advising that residents are permitted to smoke inside their flats but not in communal areas and that it had provided a battery powered air freshener for the area in question and given the resident anti-tobacco smell spray, found an office door was causing the resident disturbance on 9 November 2020 so reminded staff to close doors carefully and use a buffer on the catch, interviewed a neighbour on 13 November 2020, asking them to avoid causing a noise during the night, investigated a report of cannabis smells on 19 November 2020, issuing a final warning to a neighbour as a result, conducted a block walkabout on 23 November 2020, noting it was unable to detect a cannabis smell, reviewed CCTV footage on 24 November 2020 in response to a noise nuisance report, noting that the Police had been called to the block and may have been responsible for some noise, reviewed CCTV footage on 28 and 30 November 2020, noting that no potential perpetrators of noise were identified. 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. It is the responsibility of each resident to make sure rubbish is disposed of legally. JS who was my housing officer at the time is who i believe is Therefore we do ask that you give us enough time to look into these properly before we respond to you. 2023 Trustpilot, Inc. All rights reserved. Twice I have had calls from Chief Executives offices to resolve issues. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. Follow us on Twitter: @nytrealestate. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. 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