resident in order to check the account was still active. Draughts coming through windows, mould everywhere and damp which ruins 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. These are not incompatible, so long as the adults deal with the noise. Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. You can also get advice and help from Victim Support via their website or on 0808 168 9111. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. 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? 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. WebReport a Complaint. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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). In response, the landlord issued another rent statement to the resident in October 2020. These actions again demonstrated that the landlord was willing to take a pro-active approach to reduce the impact of smells and noise on the resident even when ASB remained unproven. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. 1 department doesn't know what the other is doing. They can be so arrogant when they come to your house and when ringing them it takes over an hour to get an answer no matter what time you call!! Ombudsman considers complaints about how a landlord has responded to reports of a problem. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. Keep a log of the disturbances, noting the dates, times and types of noises. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. When this happens, we want to know about it so that we can put things right. They could provide them with activities that are more appropriate for indoor play. She advised that she would provide a bank statement. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. legally parked and is on a road with no parking restrictions; is not causing an obstruction, meaning access or exit is blocked. 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. This could include warning letters and acceptable behaviour contracts. To report a non-urgent repair, please use our online report a repair form. Look fairly and honestly at the concerns that you have raised. Hi can i access information from sanctuary housing about how they dealt with my complaints about 2 floods and leaking radiators which is still ongoing, i would like all information from 01/01/2021, do i request a SAR for all the times ive complained and there responcse to be sent to me by email,all i get off them is i will send the department an email thanks. Sanctuary Housing Independent Complaints Group - Countrywide We will need to know the incident number so we can follow up on your report. 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. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. Call 999 if the crime is still happening or 101 to report a crime later. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. Well always be on hand with guidance and support to help you get the results youre looking for. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. WebOnline via our website where you can complete our complaints or concerns form, tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile) or email - Housing: WR1 3ZQ. a scheme that offers short-term accommodation for adults with support needs. 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. 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. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. Advice can vary depending on where you live. 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). Slow response , lucky to finally receive answer after a while . We will also advise you how to word your complaint in order to get a swift resolution to your issue. Aim to respond to your complaint within 10 working days. This procedure adds that. WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). 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. I wouldnt bother to pay the prices for the housing! Talk to them, or leave a note under their door. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. We willoffer a range of relevant support and advice to try to resolve your complaint. 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 landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. 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). Sanctuary Housing Independent Complaints Group - Countrywide Big thanks! However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. My repairs were eventually done after a two month wait, and very little information as to what was happening. Loud enough to hear in living room - had to turn up my radio. If you know your neighbour is renting and who from, talk to their landlord first - this might be a private landlord, housing association or the council. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. 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 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. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. You don't need to wait until the end. If the problem affects other neighbours, involve them as well. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. Covid case rate ceiling the worst in Scotland following the outbreak. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Carefully consider the impact that this has had on you and your family. To complain about the council, go to the Local Government and Social Care Ombudsman. 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. The Noise Upstairs Is Unbearable. 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. 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. Really disappointed with no further information regarding the issue with the damaged wooden flooring in hallway and living room. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. The landlord should confirm its intentions in regard to these recommendations to this Service within four weeks of the date of this report. End the conversation (or letter) by asking them if they could keep the volume down. I recommend them to anyone who mentions complaining!! Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below.

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