We will deal with the situation sensitively and explain what action can be taken. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. Cars near the property for a short period of time. Check your local councils website for how it works in your area. Registered Society No. We want to make it easy for you to tell us if you are unhappy with something. 2023 Trustpilot, Inc. All rights reserved. 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. If not, it must be reported to the local council. They 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 a noise complaint and then they do bugger all about it and. 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 remain unhappy with how we handled your complaint at Stage 1 of our complaint process, you can ask for your complaint to be reviewed. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. Verification can help ensure real people write reviews about real companies. 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. You can make private notes about your case as well as set yourself reminders. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. We know that sometimes things can go wrong. Here is a summary of privacy when using this chat. If you still think they havent acted as they should, you can go to an ombudsman. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. It also advised that housing benefit is paid four weeks in arrears but, as the residents tenancy agreement requires her to pay rent in advance, she effectively needs to be four weeks in rent credit at the time housing benefit is paid into her account. The worst company to, actually ring to speak to a person. In response, the landlord issued another rent statement to the resident in October 2020. I wouldnt bother to pay the prices for the housing! The only number that picks up the phone. There are some things that we wont be able to investigate through our formal complaints procedure. She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. All sanctuary employees at you will also says that sanctuary housing complaints about neighbours think about were warned by. For example, 22 June - dogs barking from 10:15am to 12:35pm. Its a good idea to ask your council if they can help you find a mediator - they might help even if youre not a council tenant. 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. 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 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. Its FREE for Tenants. Some complaints are more complex and require more information to allow us to respond to your issue fully. Get started now and lets get this sorted. 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. 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. info@housing-ombudsman.org.uk. Include what happened, the length of time and how it affected you. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. 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). 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. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. L0247 If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. 1. WebDont waste your time. 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. 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. Voice your opinion today and hear what 321 customers have already said. Use Resolver to make a complaint. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. The resident made a further report of cigarette smoke on 6 October 2020. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. Hopefully, your neighbors feel that way and will make the effort. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. JS who was my housing officer at the time is who i believe is For example, take a photo of rubbish thats been dumped in your garden. 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. 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. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave Let us know, Copyright 2023 Citizens Advice. It would never been escalated so quickly without resolver. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. You can check what to do if youve experienced a hate crime or incident. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. 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. 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. Your experience can help others make better choices. Read what we're saying about a range of issues. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. A big hurrah for the outcome! 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. 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. 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. these issues had impacted her physical and mental health. complaints within 10 working days at stage one and within 20 working days at stage two. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. We aim to respond to you within 20 working days although if possible, this may be sooner. 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. Know, Copyright 2023 Citizens advice ensure real people write reviews about real companies are seeking resolution. Wouldnt bother to pay the prices for the housing Ombudsman wont accept your case until 8 weeks after your association. 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