Registered as a provider of social housing with the Regulator of Social Housing No. Is there anything wrong with this page? 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. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. You don't need to wait until the end. Thank you, your feedback has been submitted. These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. 1 department doesn't know what the other is doing. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 A Black tenant has accused a housing association of racial discrimination after discovering that shes been paying more rent than her white neighbours for a smaller Registered Society No. Chamber Court, Castle Street Here are 8 tips for writing great reviews. Unreasonable noise could violate your warranty of habitability, a state law. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. Verification can help ensure real people write reviews about real companies. If you still need help, you can look for a mediator on GOV.UK. Find out how we combat fake reviews. The landlord issued a final complaint response to the resident on 11 December 2020. End the conversation (or letter) by asking them if they could keep the complaints within 10 working days at stage one and within 20 working days at stage two. They are scared he may expose them. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. 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. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. Check their website for how to complain about anti social behaviour. 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. 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. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. Good morning, sorry to read about the experience you've had. 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. WebOnline via our website where you can complete our complaints or concerns form, tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile) or email - Housing: You can ask a mediator for help if you want to put things right but you cant agree how. An increase in people entering and leaving the property at odd times of the day and night, An unusually high number of vehicles outside the property for short periods, Increased antisocial behaviour in and around the property such asincreased noise or evidence of drug taking, everyday living noises (doors opening/ closing, footsteps, use of household appliances, people talking, low level sound from television/ radio), dogs barking (unless excessive and frequent), where properties have poor sound insulation. We know that sometimes things can go wrong. 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. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. 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. You may change your settings at any time or accept the default settings. We offer a variety of ways for you to be able to make a payment. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Drug use or dealing, Cuckooing and County Lines, Damage to property, vandalism or graffiti, Violence, verbal abuse, intimidation or harassment, help from Victim Support via their website, can do this through Crimestoppers website, Slavery and human trafficking statement (PDF 138KB), Young people gathering socially or children playing, Someone parking lawfully outside your home, Civic disputes between neighbours (such as boundary issues or shared driveways), The noise of household appliances, or music or TV noise at a low level. It is. Aim to respond to your complaint within 10 working days. Anyone can read what you share. Hopefully, your neighbors feel that way and will make the effort. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. You will be fobbed of with an email. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. Weve helped millions of people find a resolution. 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. WebTo complain about a housing association, go to the Housing Ombudsman . In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. 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. 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. 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). We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. Read what we're saying about a range of issues. Advice can vary depending on where you live. are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. 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. Loud enough to hear in living room - had to turn up my radio. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Thanks - Becky. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. 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. And 10 years for my front door to be fixed properly YES ten years!! It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. 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. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. The Noise Upstairs Is Unbearable. Uncontrolled copy if printed. 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 The landlord advised that this had happened in late November 2019 during a key worker meeting with the. We have adopted the Housing Ombudsmans definition of a complaint. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. 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. 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. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Many thanks. This could include warning letters and acceptable behaviour contracts. 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. For weekly email updates on residential real estate news, sign up here. Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. 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 !! 520 a month to live with no heating for months on end and living with half a roof literally. 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 Avoid at all costs! Big thanks! Some walls are thinner than others. 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. Registered Society No. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Well always be on hand with guidance and support to help you get the results youre looking for. 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. Draughts coming through windows, mould everywhere and damp which ruins Investigate your complaint thoroughly to ensure that we fully understand your complaint This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. 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. Vehicles can only be parked in designated parking areas. Advice for people affected by child abuse. Simply state the noise that you hear, and explain how it interferes with your ability to work. Housing Ombudsman. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. Companies can ask for reviews via automatic invitations. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. You will be given the option to make your complaint by phone via our mobile app. Simple! Ive been waiting 2.5 yrs on windows to be put into my bedroom! Sanctuary Housing Independent Complaints Group - Countrywide WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. 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. Its FREE for Tenants. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. WR1 3ZQ. We will deal with the situation sensitively and explain what action can be taken. It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. 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 The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. 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. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. Ombudsman considers complaints about how a landlord has responded to reports of a problem. 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). 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 the perpetrator is a Sanctuary Housing tenant, we will open an antisocial behaviour case and discuss an action plan with you. resident in order to check the account was still active. Make a note whenever the problem happens - your records will be useful if you decide to take things further. Write as much detail as possible. Probably the worst housing association ever. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. 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. 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. Thank you. When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. Q: I live in a rental building in Harlem and have always worked from home. Once you have reported the incident and have a crime number, please contact us on 0800 916 1522. The Housing Ombudsmans approach to investigating and determining complaints is to decide what is fair in all the circumstances of the case. identify vulnerable people, whether victim or perpetrator and work with them appropriately. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. For information on Domestic Abuse, please see our dedicated page. Since the start of the pandemic, the family directly above me has been home, too, with two young children. 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. info@housing-ombudsman.org.uk. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. 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. 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. . WebSample. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. This is known as Cuckooing. 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. Hi Andrei, really sorry to read about your experience here. WebJoin the 321 people who've already reviewed Sanctuary. What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. Take 3 minutes to tell us if you found what you needed on our website. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. You report something like windows that due to age wear. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. Now that winter is here, they never seem to go out. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave The landlord to offer an update to the resident on her rent account balance it should provide a rent statement from October 2020 to date and offer to cross-check payments received if the resident provides proof of payments made. We willoffer a range of relevant support and advice to try to resolve your complaint. You might need these details if you take the problem further. weekly meetings in line with the support agreement. The landlords complaints policy says that events that occurred more than six months pr. 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. 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. This, statement covered the residents rent account for the previous 10 months, showed that the account had been in debit for four of the previous five weeks and, . Anyone can write a Trustpilot review. We will also advise you how to word your complaint in order to get a swift resolution to your issue. The landlord replied to the resident on 29 January 2021. Clarion Housing. Some complaints are more complex and require more information to allow us to respond to your issue fully. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. I wouldnt bother to pay the prices for the housing! Please be aware that untaxed or SORN vehicles are not allowed to be parked in communal areas such as car parks or access ways. 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. Let us know, Copyright 2023 Citizens Advice. 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. Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call). L0247 In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. 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. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. And so was owed a refund - Countrywide WebContact the Housing Ombudsman aims to support landlords residents! 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