Worse thing we ever did was to part buy a flat from Sanctuary. This is known as Cuckooing. Marcus said: This was really stressful and I am not sure why I even got the ticket, but, I am glad the right thing has been done!, An excellent service run by professional people. WR1 3ZQ. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. The resident wrote to the landlord on 22 December 2020. Good morning, sorry to read about the experience you've had. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. Your feedback will help us give millions of people the information they need. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. Is there anything wrong with this page? WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. 1000 we pay yearly already. Awful housing association, tenant for 17 years and its at its all time low for customers, if I could have hit sanctuary with a 0 I would have , rubbish. 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. Just raise a case and leave feedback after. WebSample. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Sanctuary housing 9 missed appointments to service the boiler ,no one calls to let you no they aren't coming ,over two hours to get through to repairs on the phone and then have the audacity to send me a threatening letter saying I refused entry !! Sanctuary Housing Independent Complaints Group - Countrywide We will not disclose your identify without your consent. 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. Since the start of the pandemic, the family directly above me has been home, too, with two young children. 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. 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. 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. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. I've popped you over a message (via TrustPilot) to ask for more info. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. It explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. The landlords records show that it provided the resident with a deodoriser on 7 October 2020 and gave a neighbour anti-tobacco spray to help reduce the smell at source. 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. All Rights Reserved. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Ive been waiting 2.5 yrs on windows to be put into my bedroom! DO NOT TOUCH WITH A BARGE POLE!!!!! Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. 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. She asked the landlord not to access the account again and it agreed. They are scared he may expose them. Verification can help ensure real people write reviews about real companies. In addition, Resolver will help you record all calls and correspondence you make via our app and website. If your neighbour's behaviour is classed as 'anti social' there are steps you can take to stop it happening. On the other side of your WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. What are the rules about parking near your home? 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. 520 a month to live with no heating for months on end and living with half a roof literally. ), You may have better luck reasoning with your neighbors directly. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. 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. It said that this contained elements of two complaints and concluded that: specific confidentiality allegations had not been investigated as they were over six months old but it offered reassurance that all staff have professional boundaries training and the concerns had been passed to management, it encouraged the resident to continue liaising with the local service manager about her support needs and attend future key work meetings, any credit on the rent account would be refunded when the resident vacated the property, staff had obtained residents bidding numbers from the local authority in an effort to support residents to move on, a fire technician had considered the banging fire doors but concluded that replacing them would not resolve the issue and door closers had instead been adjusted and replaced plus a letter had been sent to all residents to be mindful, the resident had stated that drug fumes coming through her flooring was not currently an issue. A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents. The landlord also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. Your experience can help others make better choices. WebDont waste your time. Thanks - Becky. You report something like windows that due to age wear. You can contact the Housing Ombudsman in any of the following ways: Telephone:0300 111 3000 You can contact the Housing Ombudsman at any time point during our complaints process. We want to make it easy for you to tell us if you are unhappy with something. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. Thank you. 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. They could bundle them up and take them outside to run around. Advice for people affected by child abuse. More information about Stage 2 can be found in our Complaints FAQs. 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? They will also consider any other factors which may affect your case need to ensure you have been treated in a reasonable way. We offer a variety of ways for you to be able to make a payment. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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