Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. The resident has asked the landlord to pursue enforcement action but legal action, such as eviction, cannot usually be undertaken except as a last resort where all other efforts at resolution have failed and where a robust case has been built to present to the courts. 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 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. We would not normally consider behaviour around different cultures or lifestyles, or which may not be considered unreasonable by most people, as antisocial behaviour. 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 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. Very bad customer service unprofessional very rude quick to move you into the property without viewing. What are the rules about parking near your home? 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. 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? Chamber Court, Castle Street However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. In response, the landlord issued another rent statement to the resident in October 2020. We also ensure all reviews are published without moderation. The resident made a further report of cigarette smoke on 6 October 2020. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. It responds to. Normally, Id work at the cafe down the street for a few hours, but thats not an option. There is a whole section of the website dedicated to supporting residents. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. 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. Keep any messages your neighbour sends you and collect evidence if you feel safe to. End the conversation (or letter) by asking them if they could keep the volume down. 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. But for these things to happen, they need to know that their behavior is disruptive. More information about Stage 2 can be found in our Complaints FAQs. Worcester, Worcestershire County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. ), You may have better luck reasoning with your neighbors directly. 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. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. It is not the Ombudsmans role to decide if the actions of the alleged perpetrators amounted to ASB, but rather, whether the landlord dealt with the residents reports about this appropriately and reasonably. That leaves it up to them, Ms. Gottsman said. Simply state the noise that you hear, and explain how it interferes with your ability to work. 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. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. 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. Its FREE for Tenants. When this happens, we want to know about it so that we can put things right. 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. 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. 9.15am-5.15pm: Mon, Thurs, Fri The officer will then review our records and any information you have provided to assess whether we have followed our policies, procedures and legislation correctly. 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. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. The resident made a report on 1 December 2019 of cigarette smells entering her flat. You can take someone with you for support. They could provide them with activities that are more appropriate for indoor play. You can check what to do if youve experienced a hate crime or incident. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. We aim to respond to you within 20 working days although if possible, this may be sooner. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Anyone can read what you share. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. Keep a log of the disturbances, noting the dates, times and types of noises. Hopefully, your neighbors feel that way and will make the effort. Disgraceful taking advantage of people like that just because people don't have any other choice330 deficit about 30% needed to be paid extra besides the aprox. It would never been escalated so quickly without resolver. Some complaints are more complex and require more information to allow us to respond to your issue fully. Vehicles can only be parked in designated parking areas. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. It offered a breakdown as to how it had reached this calculation. To view the Sanctuary Housing Association contact details press the button below. If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. Registered Society No. Contact you to discuss the outcome of our investigations. Uncontrolled copy if printed. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. Ive been waiting 2.5 yrs on windows to be put into my bedroom! PO Box 152 This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). The landlord responded to the resident on 31 December 2020. If your neighbour is noisy or stops you feeling comfortable, try to discuss it with them if you can. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. The only way to solve these problems is by talking to your neighbour to try and agree a compromise. We use cookies to ensure that we provide you with the best possible experience on our website. Most people dont want their children to make other people miserable. Hammersmith & Fulham took seven weeks to investigate and respond to Marcus complaint but found in his favour and cancelled the parking ticket. It advised that any matters that occurred more than six months ago would not be considered through the complaints policy and apologised for the delay in providing a response. Since the start of the pandemic, the family directly above me has been home, too, with two young children. We have adopted the Housing Ombudsmans definition of a complaint. WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. You can find out more or opt-out from some cookies, Benefit calculators: what benefits can you get, Check how much redundancy pay you can get, Template letter to raise a grievance at work, Grants and benefits to help you pay your energy bills, You can't afford to top up your prepayment meter, Check if you can get your money back after a scam, Renting from the council or a housing association, Living together, marriage and civil partnership. Complaints sanctuary housing complaints about neighbours in response, the landlord has described the property as a one-bedroom flat on the third and floor. Already talked to them, Ms. Gottsman said comfortable, try to discuss the outcome of investigations. 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