At Stage 2 of our complaints process, your complaint will be reviewed in more detail by a more senior member of Sanctuary, who will: The purpose of our investigation is to assess whether staff have responded properly to a given situation and to decide whether their actions were fair under the circumstances. 1. You can make a complaint if: You live in one of our care homes They are scared he may expose them. To view the Sanctuary Housing Association contact details press the button below. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. You will be fobbed of with an email. 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. WR1 3ZQ. Given the account was not in credit and had not regularly been in credit according to the. The landlord has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. 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. Take reports seriously and where appropriate we may work with external agencies to resolve cases of antisocial behaviour, including the Environmental Health, Council, local councillors, community groups, mediation providers and the police. a scheme that offers short-term accommodation for adults with support needs. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. 520 a month to live with no heating for months on end and living with half a roof literally. Please tell us more about why our advice didn't help. Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. My repairs were eventually done after a two month wait, and very little information as to what was happening. 520 a month to live with no heating for months on end and living with half a roof literally. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave 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. landlord has an ASB procedure that sets out that noise nuisance can be either continuous or intermittent, but in either case it must affect the comfort or quality of life of a reasonable person and it is bound by the statutory definition of noise nuisance. For weekly email updates on residential real estate news, sign up here. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. We offer a variety of ways for you to be able to make a payment. 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. It is. You don't need to wait until the end. 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 Here is a summary of privacy when using this chat. If youre still not happy with a housing association or the council, complain using their complaints process - youll find it on their website. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. It responds to. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Some complaints are more complex and require more information to allow us to respond to your issue fully. This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. Take 3 minutes to tell us if you found what you needed on our website. JS who was my housing officer at the time is who i believe is 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. How Do I Stop It? Hopefully, your neighbors feel that way and will make the effort. What am I supposed to do? You may not even need to mention the children. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. Its a good idea to ask your council if they can help you find a mediator - they might help even if youre not a council tenant. View our cookie policy here. It offered a breakdown as to how it had reached this calculation. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House I can't thank resolver enough. Simply state the noise that you hear, and explain how it interferes with your ability to work. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. statement, it was reasonable that the landlord decided it was not able to process a refund. 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, . Need replacing. Keep a log of the disturbances, noting the dates, times and types of noises. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. For information on Hate crime, please see our dedicated page. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House No Win No Fee. The landlords case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. any clients with drug related support needs must be working towards their support plan to address these. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. Include what happened, the length of time and how it affected you. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. ), You may have better luck reasoning with your neighbors directly. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. Absolutely. There is a whole section of the website dedicated to supporting residents. 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. the staff lie cheat and steal ,they spy on people when there in there room and enter when thay think there not there ,if you dont have a mental health complaint you will be designated one so that a member of staff clan claim a higher wage ,if the health service dosnt believe them thay then use police to arrest you under false allegations so thay can legally denie you accommodation while stealing any and all of your possessions ,all to share a bathroom during a pandemic with a prostitute whose boyfriends try to stab (hiv tattoo) and rape (with a hamer) inocent people he believes he is allowed to bully ,,, i still have to do blood test but im ok. Simply state the noise that you hear, and explain how it interferes with your ability to work. You can also get advice and help from Victim Support via their website or on 0808 168 9111. Read what we're saying about a range of issues. Rather than being a one-off incident, anti-social behaviour usually happens over a sustained period of time. these issues had impacted her physical and mental health. Liverpool L33 7WQ. Worcester, Worcestershire This results in missed deliveries of essential supplies and carers stuck outside the building. You can take someone with you for support. In addition, Resolver will help you record all calls and correspondence you make via our app and website. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. I've popped you over a message (via TrustPilot) to ask for more info. Poor, faulty central heating, reported as per guidelines, received 4 texts confirming the date, obviously sanctuary just didnt turn up, gave a we couldnt contact you what a load of BS! 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. Chamber Court, Castle Street We will also advise you how to word your complaint in order to get a swift resolution to your issue. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? Voice your opinion today and hear what 321 customers have already said. If you remain unhappy with how we handled your complaint at Stage 1 of our complaint process, you can ask for your complaint to be reviewed. Best and worst companies at resolving issues. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. Your experience can help others make better choices. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. I wouldnt bother to pay the prices for the housing! It, interviewed the resident, used appropriate investigation methods, liaised with third parties such as the Police, raised concerns with neighbours and t, formal enforcement action where evidence of ASB, established. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Registered Society No. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. If not, it must be reported to the local council. More information on the cookies we set can be found in our cookie policy. Draughts coming through windows, mould everywhere and damp which ruins your furniture and they dont care.Rude office staff but lovely maintenance workers.Ill be glad to leave this place. 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. 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. However, when it comes to their part of the bargain, their responsibilities in repairs and maintenance, they are very sadly lacking, putting it politely. Call 999 if the crime is still happening or 101 to report a crime later. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. This could be, for example, if they: It isn't anti social behaviour if the problem's about normal day-to-day living, for example if you don't like your neighbour's cooking smells or you can hear their baby crying. Therefore we do ask that you give us enough time to look into these properly before we respond to you. If the problem affects other neighbours, involve them as well. 'Re saying about a range of issues when i had to move out an! Noting the dates, times and types of noises half a roof.! 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