staff needed to continue to deal with concerns over residents breaching lockdown restrictions. Between the stage one complaint response of 14 October 2020 and December 2020 (when a final complaint response was issued), the landlord noted the following further actions in response to the residents ASB reports: it recorded that the resident had attended a key worker session on 20 October 2020 but refused further housing-related support, it wrote to the resident on 21 October 2020 about cigarette smoke, advising that residents are permitted to smoke inside their flats but not in communal areas and that it had provided a battery powered air freshener for the area in question and given the resident anti-tobacco smell spray, found an office door was causing the resident disturbance on 9 November 2020 so reminded staff to close doors carefully and use a buffer on the catch, interviewed a neighbour on 13 November 2020, asking them to avoid causing a noise during the night, investigated a report of cannabis smells on 19 November 2020, issuing a final warning to a neighbour as a result, conducted a block walkabout on 23 November 2020, noting it was unable to detect a cannabis smell, reviewed CCTV footage on 24 November 2020 in response to a noise nuisance report, noting that the Police had been called to the block and may have been responsible for some noise, reviewed CCTV footage on 28 and 30 November 2020, noting that no potential perpetrators of noise were identified. Weve helped millions of people find a resolution. 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. Learn more about Resolver Pro and how to claim your business. For weekly email updates on residential real estate news, sign up here. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre. 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. Advice can vary depending on where you live. WebJoin the 321 people who've already reviewed Sanctuary. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. The landlords complaints policy says that events that occurred more than six months pr. In accordance with paragraph 54 of the Housing Ombudsman Scheme, there was no maladministration by the landlord in its handling of: the residents allegations that staff members breached confidentiality, The landlord conducted appropriate investigations into the residents ASB reports. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. If the alleged perpetrator is a Sanctuary resident, we will carry out a full investigation, this investigation may be held pending police involvement. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. The resident wrote to the landlord on 22 December 2020. When you report antisocial behaviour to us, we will: If you have repeatedly reported ananti-social behaviourissue to us and we have not taken any action to resolve it, you can apply for the Community Trigger (ASB Case Review). No Win No Fee. Asbestos is a product containing microscopic fibres which can damage the lungs of anyone breathing it in. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. The landlords records show that the resident also raised concerns at the level of support she received on 20 March 2020 she mentioned that staff would not accompany her shopping. 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: 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. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. Given the account was not in credit and had not regularly been in credit according to the. WR1 3ZQ. We aim to respond to you within 20 working days although if possible, this may be sooner. Worcester, Worcestershire The resident submitted a complaint by email on 26 September 2020. 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. The landlord replied to the resident on 29 January 2021. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. 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. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. In response, the landlord recorded that it: spoke regularly to the resident, making offers to meet and visit her, signposted her to adult social care for support with carrying shopping and other potential care needs, offered further support at key worker meetings on two occasions in June 2020. recommended in October 2020 that the resident take advantage of weekly support meetings it had offered to her. resident in order to check the account was still active. 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. Need replacing. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. 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. Instead, theyre full of the info you need to get things sorted. These are not incompatible, so long as the adults deal with the noise. A SORN vehicle without valid insurance may only be kept on a private driveway or in a garage. To find out more, you canvisit the Housing Ombudsman website. 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 !! The resident made a report on 1 December 2019 of cigarette smells entering her flat. Give your neighbours address and their name if you know it. Listen to your neighbour and see if you can reach a compromise together. This could include being recharged for the costs of removal, being given an antisocial behaviour contract or, in severe cases, an injunction or eviction. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. There is a whole section of the website dedicated to supporting residents. Now that winter is here, they never seem to go out. Many thanks. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. You can check what to do if youve experienced a hate crime or incident. Is there anything wrong with this page? 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!! Follow us on Twitter: @nytrealestate. Let us know, Copyright 2023 Citizens Advice. For example, take a photo of rubbish thats been dumped in your garden. 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. Thank you. Some walls are thinner than others. Slow response , lucky to finally receive answer after a while . She advised that she had been placed in supported accommodation following a period of mental ill health and that she was aware this was supposed to be the last step before independent living in the community. If not, it must be reported to the local council. View Sanctuary Housing Association complaints contact details. They could remind them to use their inside voices. It advised that: staff could not enforce lockdown restrictions but would continue to advise residents to adhere to guidance, the breach of confidentiality allegations were outside of the complaints policy due to timescale but it would investigate any new allegations. 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