Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. The Housing Ombudsman is an independent organisation which deals with disputes between social landlords and their residents. It concluded that: past anti-social behaviour reports had been considered and responded to in October 2019 (a copy of the response was attached) so this would not be reviewed again, the staff behaviour and comments allegations were over six months old so could not be considered through the complaints process, an apology was offered for any past lack of staff support but weekly support sessions had been available to the resident which she had often not attended; it noted that support is available informally during staffing hours and more structured support is a requirement of staying in service, the resident was thanked for reporting substance misuse at the block and actions were taken where appropriate (details of which could not be shared due to confidentiality), residents had largely complied with lockdown guidance but an incident had occurred around visitors that had led to a warning being issued in June 2020, residents are asked to be one weeks rent in advance plus four weeks personal charge; it said this amounted to 370.23 credit but the residents balance was 300.45 so she was 69.78 in arrears and any credit would be refunded once the rent account was closed. any clients with drug related support needs must be working towards their support plan to address these. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. Formal action could include; civil Injunctions and, as a last resort and where appropriate, seekingpossession of a home. Children need to play. 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. To complain about a housing association, go to the Housing Ombudsman. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. 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. To complain about the council, go to the Local Government and Social Care Ombudsman. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. We offer a variety of ways for you to be able to make a payment. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. L0247 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, . 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. For information on Hate crime, please see our dedicated page. We take reports of antisocial behaviour seriously whether by our residents, their visitors or their pets. This is known as Cuckooing. 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. Worcester, Worcestershire Join the 314 people who've already reviewed Sanctuary. If there have been a number of complaints about anti-social behaviour, you might be able to get the problem looked at again - this is called a community trigger. 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 resident made a report on 1 December 2019 of cigarette smells entering her flat. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. The rent collection and payment team. Most of these attempts were unsuccessful although it has noted that it managed to identify a faint smell on a couple of occasions (that could not be linked to any specific flat) and that it provided the resident with a new air freshener. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. WebNeighbour nuisance and anti-social behaviour. 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. She asked the landlord not to access the account again and it agreed. WebReport a Complaint. Ive been waiting 2.5 yrs on windows to be put into my bedroom! 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. I've popped you over a message (via TrustPilot) to ask for more info. We use dedicated people and clever technology to safeguard our platform. The landlords ASB policy obliges it to use support and persuasion to modify potential ASB. You can be certain that youre talking to the right person at the right time. Since the start of the pandemic, the family directly above me has been home, too, with two young children. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. No Win No Fee. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. WebLocate the Neighbor Complaint product; Inform us about the issue youre havingnoise, pets, or harassment; Provide the details of the problem youre experiencing; Well We want our neighbourhoods to be safe places for everyone. You do have rights. 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. Aim to respond to your complaint within 10 working days. Advice for people affected by child abuse. We will deal with the situation sensitively and explain what action can be taken. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. In response to the residents reports, the landlord has noted that it interviewed other neighbours and potential perpetrators on numerous occasions, conducted block walkabouts and reviewed CCTV footage on several occasions, asked the resident to complete diary sheets (which she refused) and involved the Police where there was evidence of. Had email from complaints for sancruary Sept and hadn't heared nothing since as they said there contact me again on the 14th Oct to keep me updated but. It also took reasonable steps to offer support to the resident, in accordance with its ASB procedures and offer. Theres no jargon in our rights guides. Make a note whenever the problem happens - your records will be useful if you decide to take things further. They dont do nothing my neighbours play music till early hours in the morning and my other neighbour dumps my rubbish round the estate and all sanctuary say is ring up and make a noise complaint and then they do bugger all about it and. Worcester, Worcestershire A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. A Black tenant has accused a housing association of racial discrimination after discovering that shes been paying more rent than her white neighbours for a smaller I wouldnt bother to pay the prices for the housing! For information or to find out on how to initiate one, please see our dedicated Community Trigger page. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Thank you. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. Let us know, Copyright 2023 Citizens Advice. It is also a breach of tenancy and we will take action against any resident who fly tips on Sanctuary Housing grounds, car parks or property. Absolutely. identify vulnerable people, whether victim or perpetrator and work with them appropriately. 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. Liverpool L33 7WQ. You can check what to do if youve experienced a hate crime or incident. 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. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. The resident made a further report of cigarette smoke on 6 October 2020. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. Advice can vary depending on where you live. Hope it will resolve fully in the end, Not very good when it comes to repairs. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. 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. If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. 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