This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Where informal action hasnt worked, or the situation is more serious, we may need to take formal action. Avoid at all costs! 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. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. 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). This one is obvious. Simple! Vehicles can only be parked in designated parking areas. We use dedicated people and clever technology to safeguard our platform. The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. 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. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. Now that winter is here, they never seem to go out. 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 resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. 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. If you still think they havent acted as they should, you can go to an ombudsman. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 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. 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. Ifyou are unhappy with our response and we have closed your complaint, you have the right to escalate your complaint to the Housing Ombudsman Service, an independent body that looks into how landlords have handled complaints. 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. Advice can vary depending on where you live. 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. 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. Thanks - Becky. You do have rights. The landlords records show that the resident made consistent reports during September 2018 to August 2019 about neighbours banging on doors and shouting during the night and that this completed the landlords complaints procedure in October 2019. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. To report a non-urgent repair, please use our online report a repair form. 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. | Read 81-100 Reviews out of 292 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. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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 Some complaints are more complex and require more information to allow us to respond to your issue fully. 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. The landlords complaints policy says that events that occurred more than six months pr. 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. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. The only number that picks up the phone. Registered as a provider of social housing with the Regulator of Social Housing No. 520 a month to live with no heating for months on end and living with half a roof literally. Anyone can write a Trustpilot review. 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. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. This Service has not been provided with a copy of the neighbours tenancy 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. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. 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. Carefully consider the impact that this has had on you and your family. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 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. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. 19059R. 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). 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. WebNeighbour nuisance and anti-social behaviour. Therefore we do ask that you give us enough time to look into these properly before we respond to you. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. The resident wrote to the landlord on 22 December 2020. They also reflect the Ombudsmans experience of similar cases across the social housing sector as appropriate investigation methods to utilise in response to ASB reports. Make a note whenever the problem happens - your records will be useful if you decide to take things further. 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. End the conversation (or letter) by asking them if they could keep the volume down. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. 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. Residents complaint partly concerns neighbours within the block who are also tenants of the landlord in the most serious.. Obliges it to your local council visitors or their pets for assistance to contacts at thousands of household names ombudsmen... Resident wrote to the residents reports and in line with the landlords procedures breaching lockdown restrictions,. 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