Uncontrolled copy if printed. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? I can hear running, jumping and shouting. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. 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. How Do I Stop It? staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Sanctuary Housing Independent Complaints Group - Countrywide Funny how only the employee gets a reply!!! sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. 19059R. weekly meetings in line with the support agreement. What does it mean to have power of attorney? Voice your opinion today and hear what 321 customers have already said. 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. You can contact the Housing Ombudsman at any time point during our complaints process. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. 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. 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. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. If it's a social landlord, such as Beyond Housing, or Sanctuary Housing they should be able to help. 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. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. 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. To view the Sanctuary Housing Association contact details press the button below. 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. 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. End the conversation (or letter) by asking them if they could keep the volume down. We will deal with the situation sensitively and explain what action can be taken. Worcester, Worcestershire It offered a breakdown as to how it had reached this calculation. 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. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. 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. I can't thank resolver enough. 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. 9.15am-5.15pm: Mon, Thurs, Fri 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. Children need to play. But you need to work. Registered as a provider of social housing with the Regulator of Social Housing No. Im disabled and I have to fight and fight to get anything from these guys. Then when they have finally come to fix the "issues" they have ignored the main problems that have occurred during the time it has been unoccupied. If you witness fly-tipping anywhere else, you will need toreport it to your local council. 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. Chamber Court, Castle Street ), You may have better luck reasoning with your neighbors directly. Worse thing we ever did was to part buy a flat from Sanctuary. WebTo 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 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. It responds to complaints within 10 Open an antisocial behaviour case and start an investigation if the noise is unreasonable. In addition, Resolver will help you record all calls and correspondence you make via our app and website. If you still think they havent acted as they should, you can go to an ombudsman. Let us know, Copyright 2023 Citizens Advice. Draughts coming through windows, mould everywhere and damp which ruins The Noise Upstairs Is Unbearable. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. 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). To report a non-urgent repair, please use our online report a repair form. Sanctuary wont buy back so we are stuck with it. 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. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. 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. 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 problem affects other neighbours, involve them as well. Slow response , lucky to finally receive answer after a while . They are scared he may expose them. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Loud enough to hear in living room - had to turn up my radio. Thank you, your feedback has been submitted. 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. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. You may not even need to mention the children. 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. Vehicles can only be parked in designated parking areas. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. We will also advise you how to word your complaint in order to get a swift resolution to your issue. 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. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. Find out how we combat fake reviews. WR1 3ZQ. She advised that she would provide a bank statement. A Sanctuary tenant has reported that in January 2018, the housing association sent out a company to remove the downstairs flooring from his home belonging. 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. 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. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. Clarion Housing. That leaves it up to them, Ms. Gottsman said. potential criminal behaviour. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. They could bundle them up and take them outside to run around. 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. You can make private notes about your case as well as set yourself reminders. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. We handle all complaints in line with the Housing Ombudsmans complaint handling code. Best and worst companies at resolving issues. https://www.nytimes.com/2021/01/16/realestate/noise-upstairs-neighbors.html. 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. The resident made a report on 1 December 2019 of cigarette smells entering her flat. 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. Unreasonable noise could violate your warranty of habitability, a state law. Investigate your complaint thoroughly to ensure that we fully understand your complaint You can also get advice and help from Victim Support via their website or on 0808 168 9111. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. If you want to make a complaint about Sanctuary Housing Association using Resolver, then the process could not be simpler. 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. 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. 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