End the conversation (or letter) by asking them if they could keep the Suggested companies. It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. 1 department doesn't know what the other is doing. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 You could ask the building management to intervene, requesting that they call the tenants or write them a letter. Look fairly and honestly at the concerns that you have raised. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. The only number that picks up the phone. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. It would never been escalated so quickly without resolver. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. If the problem affects other neighbours, involve them as well. 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. Turn it down. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Worse thing we ever did was to part buy a flat from Sanctuary. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. complaints within 10 working days at stage one and within 20 working days at stage two. Hopefully, your neighbors feel that way and will make the effort. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. 2023 Trustpilot, Inc. All rights reserved. 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. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Your feedback will help us give millions of people the information they need. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. 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. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. DO NOT TOUCH WITH A BARGE POLE!!!!! Aim to respond to your complaint within 10 working days. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. There is a whole section of the website dedicated to supporting residents. The landlords ASB policy outlines that it should investigate potential ASB by using diary sheets, interviewing potential witnesses and employing a multi-agency approach (for instance, with the Police). This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. 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. 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. Its FREE for Tenants. Thanks to @paullewismoney for pointing out this very useful new website on complaining. To report a non-urgent repair, please use our online report a repair form. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. 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. Cars near the property for a short period of time. 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. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint. 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. We use cookies to ensure that we provide you with the best possible experience on our website. My neighbours are causing me problems with anti-social behaviour, and the council doesnt Let us know, Copyright 2023 Citizens Advice. This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. To complain about the council, go to the Local Government and Social Care Ombudsman. We know that sometimes things can go wrong. WebDont waste your time. 1000 we pay yearly already. Thank you. Explain what action can be taken to resolve the complaint. 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