This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. I've popped you over a message (via TrustPilot) to ask for more info. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. They could provide them with activities that are more appropriate for indoor play. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. Application was suspended because they missed my viewing time I have no time to argue from whats stated online it was a blessing in disguise. 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 recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. It is. 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. Explain what action can be taken to resolve the complaint. Im disabled and I have to fight and fight to get anything from these guys. 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. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. 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. We offer a variety of ways for you to be able to make a payment. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. Please tell us more about why our advice didn't help. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. 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. Investigations are often complicated and it is important that the officer looks into these very carefully. Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. PO Box 152 Get started now and lets get this sorted. 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. The only number that picks up the phone. Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. They'll help you decide what to do next. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. 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. Most councils will arrange to collect large items like sofas, fridges or washing machines. We have adopted the Housing Ombudsmans definition of a complaint. No Win No Fee. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. 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. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Learn more about Resolver Pro and how to claim your business. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. You report something like windows that due to age wear. 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? Clarion Housing. What am I supposed to do? All Rights Reserved. We will not disclose your identify without your consent. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. 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. 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. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 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. Look fairly and honestly at the concerns that you have raised. Anyone can read what you share. 2023 Trustpilot, Inc. All rights reserved. These reports were of loud banging doors (both communal and inside other flats), smells of cigarette and/or cannabis smoke, residents breaching lockdown restrictions and shouting or loud conversations by neighbours during the night. Verification can help ensure real people write reviews about real companies. Investigate your complaint thoroughly to ensure that we fully understand your complaint It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. I wouldnt bother to pay the prices for the housing! Do you agree with Sanctuary's TrustScore? WebDont waste your time. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. 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. If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. Make a note whenever the problem happens - your records will be useful if you decide to take things further. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. JS who was my housing officer at the time is who i believe is Since the start of the pandemic, the family directly above me has been home, too, with two young children. It offered a breakdown as to how it had reached this calculation. You can be certain that youre talking to the right person at the right time. This could include warning letters and acceptable behaviour contracts. DO NOT TOUCH WITH A BARGE POLE!!!!! Liverpool L33 7WQ. The landlord responded to the resident on 31 December 2020. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. The resident submitted a complaint by email on 26 September 2020. You may not even need to mention the children. The easiest way to complain is online using the complaints form. Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. 1 department doesn't know what the other is doing. 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. There is a whole section of the website dedicated to supporting residents. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. You don't need to wait until the end. 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