For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House 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. Cars near the property for a short period of time. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Anyone can read what you share. Vehicles can only be parked in designated parking areas. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. With Resolver you can send your case to key ombudsmen and regulators including: Having problems with Sanctuary Housing Association? The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. 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. The rent collection and payment team. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. Telephone: 0300 111 3000. 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. The landlord responded to the resident on 31 December 2020. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young This is known as Cuckooing. Registered Society No. 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. PO Box 152 This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. Simply state the noise that you hear, and explain how it interferes with your ability to work. Ask when youll hear back and what to do if the problem gets worse. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. 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. This showed an account balance of 64.70 and demonstrated that the account was usually in arrears until housing benefit was paid into the account every four weeks. We use dedicated people and clever technology to safeguard our platform. 1000 we pay yearly already. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. WebSample. A big hurrah for the outcome! Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. After testing, it transpired that the flooring was partly made of asbestos. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. But you need to work. Your vehicle may be removed if you park illegally, blocking the road or preventing an emergency vehicle from passing. ), You may have better luck reasoning with your neighbors directly. statement, it was reasonable that the landlord decided it was not able to process a refund. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. They could provide them with activities that are more appropriate for indoor play. 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. 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. Anyone can write a Trustpilot review. Now that winter is here, they never seem to go out. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. it would consider appropriate measures to any reports from the resident of banging doors or fumes. Check your local councils website for how it works in your area. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. WebReport a Complaint. It offered a breakdown as to how it had reached this calculation. To complain about a housing association, go to the Housing Ombudsman. 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. They could remind them to use their inside voices. Do you agree with Sanctuary's TrustScore? We want to make it easy for you to tell us if you are unhappy with something. 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. Advice can vary depending on where you live. 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. 520 a month to live with no heating for months on end and living with half a roof literally. 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. For information on Domestic Abuse, please see our dedicated page. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Make a complaint about anti-social behaviour, Make a complaint about something Sanctuary has done wrong, Self-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), Slavery and human trafficking statement (PDF 138KB). 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. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. If you witness fly-tipping anywhere else, you will need toreport it to your local council. You can find out more or opt-out from some cookies. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. 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. WR1 3ZQ. The worst company to, actually ring to speak to a person. 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. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. Liverpool L33 7WQ. Webthen you can report a complaint to us by: Emailing care.complaints@sanctuary-housing.co.uk Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? WebSanctuary Housing Association 14December 2021 Our approach The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. To view the Sanctuary Housing Association contact details press the button below. Suggested companies. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. weekly meetings in line with the support agreement. Contact you to discuss the outcome of our investigations. Talk to them, or leave a note under their door. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. 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. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. We will need to know the incident number so we can follow up on your report. Chamber Court, Castle Street During this period, the landlords internal records show that it met with the resident on 11 July 2019 she raised concerns that staff had breached confidentiality in the past and would, not divulge details of her medical needs. Simple! The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. 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. 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. 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. Sanctuary. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. 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. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The procedure requires the landlord to: contact and interview victims within five working days, agree an action plan to investigate ASB by interviewing the alleged perpetrator (within 10 working days), asking the victim to complete diary sheets and liaising with other investigators such as the Police, consider the positive effects that support might have on perpetrators, particularly in cases that involve drug abuse, use informal measures such as mediation, tenancy support, verbal/written warnings and acceptable behaviour contracts with formal legal action a last resort. You report something like windows that due to age wear. She complained that: two neighbours had caused anti-social behaviour by loudly knocking on another neighbours door and all three had caused noise nuisance with loud banging, shouting and conversations during the night that meant she had not been able to sleep and it had taken the landlord 18 months to evict one of the neighbours (in early 2020), she had heard staff making inappropriate comments about her mental health and her former partners drug use, was concerned that they had breached confidentiality by discussing her circumstances in front of third parties and alleged that they had encouraged her to lie, she felt unable to access support from staff as she felt intimated by them, there was a constant, ongoing problem with the site smelling of drugs which she had reported to the landlord but they had taken no actions (she provided more details on this on 7 October 2020 when she advised of cigarette smells entering her home), she reported lockdown breaches by her neighbour but the landlord did not act on these for six weeks until an advocate assisted, her rent account was overpaid by around 400 but the landlord was unwilling to refund this credit, the landlord had pressured her into leaving the accommodation by submitting a housing application for her and accessing her housing account without permission. 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sanctuary housing complaints about neighbours