sanctuary housing complaints about neighbours

WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. Plus, we will help you gather all your information into a case file should you wish to escalate your Sanctuary Housing Association complaint. 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. Draughts coming through windows, mould everywhere and damp which ruins There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Liverpool L33 7WQ. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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. Instead, staff are required to try to resolve matters by discussion. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. Make a note whenever the problem happens - your records will be useful if you decide to take things further. 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. 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. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. 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. The resident made a further report of cigarette smoke on 6 October 2020. My neighbours are causing me problems with anti-social behaviour, and the council doesnt 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. I know they must have cabin fever, but so do I. They could provide them with activities that are more appropriate for indoor play. 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. 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. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. Take 3 minutes to tell us if you found what you needed on our website. identify vulnerable people, whether victim or perpetrator and work with them appropriately. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. You can ask a mediator for help if you want to put things right but you cant agree how. A: Weve all been stuck inside for close to a year, and now that the weather is cold, there are few escapes from our isolation. Verification can help ensure real people write reviews about real companies. Read what we're saying about a range of issues. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. Here are 8 tips for writing great reviews. On the other side of your Contact the police if you think your neighbour has broken the law - for example, theyve been violent or threatening. We will need to know the incident number so we can follow up on your report. This report is not an exhaustive description of all the events that have occurred in relation to this case, but an outline of the key issues as a background to the investigations findings. WebDont waste your time. 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. Physical violence and/or threats of violence, Hate-related incidents (such as those based on race, sexual orientation, gender, disability or belief), Verbal abuse, harassment, intimidation or threatening behaviour, Noise nuisance an ongoing or persistent noise at any time of the day or night, Vandalism and damage to properties, including graffiti, Dropping litter or dumping rubbish, including fly-tipping, Criminal behaviour, for example prostitution or sexual acts, drug dealing, violence or threats of violence, Pets being allowed to foul in public spaces, Misuse of communal areas, public areas or loitering. 1. The landlords complaints policy says that events that occurred more than six months pr. Please tell us more about why our advice didn't help. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. Call 999 if the crime is still happening or 101 to report a crime later. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. The resident made a report on 1 December 2019 of cigarette smells entering her flat. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Do you agree with Sanctuary's TrustScore? 19059R. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. 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. She asked the landlord not to access the account again and it agreed. The landlord also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. Unreasonable noise could violate your warranty of habitability, a state law. The only number that picks up the phone. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 1000 we pay yearly already. Many thanks. We use cookies to improve your experience of our website. Good morning, sorry to read about the experience you've had. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. Best and worst companies at resolving issues. Since the start of the pandemic, the family directly above me has been home, too, with two young children. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. . When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. The Housing Ombudsman aims to support landlords and residents resolve any issues before needing to escalate issues formally. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. They could bundle them up and take them outside to run around. Resolver is free. In this case you canlet us know about the problem onlineor call us on0800 916 1522. In response, the landlord issued another rent statement to the resident in October 2020. 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. It responds to. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. 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. Look fairly and honestly at the concerns that you have raised. 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. Well always be on hand with guidance and support to help you get the results youre looking for. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. 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. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. 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. You can be certain that youre talking to the right person at the right time. Housing Ombudsman. You will be given the option to make your complaint by phone via our mobile app. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. 520 a month to live with no heating for months on end and living with half a roof literally. Consumer guides, newsletters, surveys and more! 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service Just raise a case and leave feedback after. 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. Thank you. WebNeighbour nuisance and anti-social behaviour. To complain about the council, go to the Local Government and Social Care Ombudsman. Follow us on Twitter: @nytrealestate. Tell your neighbour how their behaviour is affecting you and what would help. 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. 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. Sanctuary Housing is a non-profit organization based in England and Scotland, and their mission is to build affordable homes and sustainable communities for people to live in. These are not incompatible, so long as the adults deal with the noise. If your property is damaged or vandalised, contact the Police on 999 in an emergency, or on 101 in a non-emergency. Chamber Court, Castle Street The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. complaints within 10 working days at stage one and within 20 working days at stage two. Funny how only the employee gets a reply!!! 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 where it was not obliged to take enforcement action. The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. This is known as Cuckooing. All Rights Reserved. Your experience can help others make better choices. Turn it down. Need replacing. DO NOT TOUCH WITH A BARGE POLE!!!!! Report Tenant Harassment Learn how to report harassment to As a subscriber, you have 10 gift articles to give each month. 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. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. You do have rights. Voice your opinion today and hear what 321 customers have already said. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. 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. The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. Children need to play. 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. Registered Society No. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. We will not disclose your identify without your consent. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. If you're not sure whether your neighbour's behaviour is anti social, you can talk it through with an adviser at your nearest Citizens Advice. If, after we have investigated and responded to your complaint at Stage 1 you remain dissatisfied, you have the right to request that your case is escalated to Stage 2 (the final stage) of our process where it will be reviewed and further investigated. 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. Weve helped millions of people find a resolution. Avoid at all costs! If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us. WebHow to File a Complaint Against Sanctuary Housing In 4 Steps. That leaves it up to them, Ms. Gottsman said. 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. 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, . Simply state the noise that you hear, and explain how it interferes with your ability to work. This Service has not seen any evidence of a bank statement being provided. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. 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. Get started now and lets get this sorted. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. 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. 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. They'll help you decide what to do next. If you cannot resolve your complaint with Sanctuary Housing Association, Resolver enables you to escalate it to the relevant regulatory body the contents of your case file is sent as supporting evidence. I recommend them to anyone who mentions complaining!! Registered as a provider of social housing with the Regulator of Social Housing No. It spoke to the complaint cigarette smells entering her flat registered as a subscriber, have... End and living with half a roof literally: Tues, Weds, Post: Housing Ombudsman Service Just a! 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