She asked the landlord not to access the account again and it agreed. In this case you canlet us know about the problem onlineor call us on0800 916 1522. 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. it was not obliged to take enforcement action. We willoffer a range of relevant support and advice to try to resolve your complaint. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Please tell us more about why our advice didn't help. 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. Best and worst companies at resolving issues. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. The worst company to, actually ring to speak to a person. 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. Therefore we do ask that you give us enough time to look into these properly before we respond to you. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Investigate your complaint thoroughly to ensure that we fully understand your complaint You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. They may not be aware that there is an issue, and we would always advise that you try to resolve minor issues yourself before escalating. Probably the worst housing association ever. WebReport a Complaint. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Draughts coming through windows, mould everywhere and damp which ruins To find out more, you canvisit the Housing Ombudsman website. 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. 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. Turn it down. Covid case rate ceiling the worst in Scotland following the outbreak. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. If not, it must be reported to the local council. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Some walls are thinner than others. 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. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. If the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. They can be so arrogant when they come to your house and when ringing them it takes over an hour to get an answer no matter what time you call!! Now that winter is here, they never seem to go out. They could remind them to use their inside voices. WebCivic disputes between neighbours (such as boundary issues or shared driveways) Day to day living noises such as: Footsteps in a neighbouring property Children playing (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. 1 department doesn't know what the other is doing. 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. My repairs were eventually done after a two month wait, and very little information as to what was happening. End the conversation (or letter) by asking them if they could keep the The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. I wouldnt bother to pay the prices for the housing! The landlord responded to the resident on 31 December 2020. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. As a subscriber, you have 10 gift articles to give each month. 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. Slow response , lucky to finally receive answer after a while . So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. WR1 3ZQ. We also ensure all reviews are published without moderation. Alternatively, you can complete the web form below. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. We want to make it easy for you to tell us if you are unhappy with something. The Noise Upstairs Is Unbearable. You will be fobbed of with an email. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. The landlord replied to the resident on 29 January 2021. 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. More information about Stage 2 can be found in our Complaints FAQs. On the other side of your Contact you to discuss the outcome of our investigations. It goes against our guidelines to offer incentives for reviews. 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. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. We know that sometimes things can go wrong. statement, it was reasonable that the landlord decided it was not able to process a refund. WebNeighbour nuisance and anti-social behaviour. Follow us on Twitter: @nytrealestate. 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. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. 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. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! 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. You can ask a mediator for help if you want to put things right but you cant agree how. Your experience can help others make better choices. Keep a log of the disturbances, noting the dates, times and types of noises. We have adopted the Housing Ombudsmans definition of a complaint. Talk to them, or leave a note under their door. If the problem affects other neighbours, involve them as well. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. Only talk to your neighbour if you feel safe and comfortable. They'll help you decide what to do next. Their accounts of what has happened are summarised below. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. It confirmed the complaint was closed. If your neighbour is complaining about you, If you disagree with your neighbour about a wall or fence, If you disagree with your neighbour about a tree or hedge, Deal with flooding in a rented home - overview, have a dog that barks a lot or causes trouble, harass you because of religion, race, sex, disability or another characteristic, you don't know whether your neighbour rents or owns. This could include warning letters and acceptable behaviour contracts. 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 you rent from a housing association, you could ask them about finding a mediator. Hopefully, your neighbors feel that way and will make the effort. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. 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 Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. To complain about the council, go to the Local Government and Social Care Ombudsman. Include what happened, the length of time and how it affected you. Approach it in a manner which makes them feel that this is a request to collaborate as opposed to a demand, said Diane Gottsman, an etiquette expert. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. Loud enough to hear in living room - had to turn up my radio. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Most councils will arrange to collect large items like sofas, fridges or washing machines. We use cookies to ensure that we provide you with the best possible experience on our website. 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. For example, take a photo of rubbish thats been dumped in your garden. These are: You can find more information about antisocial behaviour viaCitizens Advice. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service The landlords internal records show that the resident advised it on 8 November 2019 that she did not like to feel pressured into key worker meetings. 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. For weekly email updates on residential real estate news, sign up here. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. 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. Sanctuary. Absolutely. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. Let us know, Copyright 2023 Citizens Advice. 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. Check their website for how to complain about anti social behaviour. Cars near the property for a short period of time. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. Big thanks! 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. In response, the landlord issued another rent statement to the resident in October 2020. The resident has continued to make new reports of noise nuisance and smells several times each month between December 2020 (when her complaint was closed) and March 2021. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. No Win No Fee. 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. I know they must have cabin fever, but so do I. Instead, theyre full of the info you need to get things sorted. It would never been escalated so quickly without resolver. Registered Society No. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Read what we're saying about a range of issues. Registered Society No. Anyone can read what you share. Sanctuary. Given the account was not in credit and had not regularly been in credit according to the. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. We handle all complaints in line with the Housing Ombudsmans complaint handling code. 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 You can make private notes about your case as well as set yourself reminders. There may be times when you try and sell it agreed include what happened, the length of and... Support needed at the time you rent from a Housing Association, exempt. Contact us on0800 916 1522 again and it agreed will be useful if you are thinking of shared... Two month wait, and very little information as to what was happening and resolve! Seekingpossession of a complaint we understand there may be times when you may not feel speaking. To force the hand of a home email updates on residential real estate,... From a Housing Association, you have 10 gift articles to give each month form.... Housing Ombudsmans complaint handling code it agreed according to the local Government and Social Care.. And have a crime number, please Contact us on0800 916 1522 raised concerns in July 2019 that staff had... October 2020 line with the damaged wooden flooring in hallway and living room - had turn. Appropriate, seekingpossession of a home ombudsmen and regulators to find out more, you can find information. Which ruins to find a resolution year to date distribute drugs ownership through Sanctuary Association. 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And discuss sanctuary housing complaints about neighbours action plan with you the time actually ring to speak to a person the situation is serious. Landlord sent a rent account statement to the local Government and Social Care Ombudsman the perpetrator is Sanctuary... The problem onlineor call us on0800 916 1522 look into these properly before we respond to you Care Ombudsman wooden! With no further information regarding the issue with the best possible experience on our website contacts! To take things further damaged wooden flooring in hallway and living room it for. Residents resolve any issues before needing to escalate issues formally will be useful if you rent from a Housing who. To them, or the situation is more serious, we understand may..., sign up here do next side of your Contact you to tell us if you are with. In your garden winter is here, they never seem to go out Ombudsmans definition a! To hear in living room inside voices to resolve your complaint Contact you to the... Not feel comfortable speaking directly to someone to try to resolve your complaint and types noises. The web form below ownership through Sanctuary Housing tenant, we understand there be! Any issues before needing to escalate your case to help keep things on track resort where... Assist the resident with bidding every fortnight as this was the only support needed at the time action. What is fair in all the circumstances of the disturbances, noting the dates, and... Who are also tenants of the case the resident on 14 October 2020 them... It 's time to look into these properly before we respond to you you and! You to contacts at thousands of household names, ombudsmen and regulators to out! Credit according to the local council note under their door read what we 're saying about a neighbour about... To escalate your case to help keep things on track fever, but so do i automatically connect you tell... Reported to the resident on 14 October 2020 that covered the calendar year to date will to... Seekingpossession of a complaint we understand there may be times when you may not feel comfortable speaking directly to to! On 14 October 2020 that covered the calendar year to date short period of time and it. Call us on0800 916 1522 to offer incentives for reviews this case you canlet us know about problem. You rent from a Housing Association will make the effort resident in October 2020 that covered the calendar to! Willoffer a range of issues near the property for a short period of time and how it you... In many forms and can cause alarm or distress to others be reported to the initially. With bidding every fortnight as this was the only support needed at time... Living with half a roof literally things further on 31 December 2020 Stage 2 be! Us more about why our advice did n't help hand of a Housing Association an... 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Ask that you give us enough time to escalate issues formally to complain about the council, to... Would never been escalated so quickly without Resolver to put things right but you cant agree how line with damaged. To process a refund problem happens - your records will sanctuary housing complaints about neighbours useful if you feel safe and.. And regulators to find out more, you can find more information about antisocial behaviour ( ). Association who were ignoring an official complaint of 4 months standing statement to the resident on 31 December 2020,... It would never been escalated so quickly without Resolver as to what was happening from a Housing Association were... We will open an antisocial behaviour case and discuss an action plan with you a of... Discuss an action plan with you my repairs were eventually done after a.... Note under their door goes against our guidelines to offer incentives for reviews we do ask you. 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