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. Theyll look at your complaint and decide if the council or housing association should put things right. If you rent from a housing association, you could ask them about finding a mediator. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. Twice I have had calls from Chief Executives offices to resolve issues. All rights reserved. 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. If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. 9.15am-1.15pm: Tues, Weds, Post: Housing Ombudsman Service Probably the worst housing association ever. 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. Verification can help ensure real people write reviews about real companies. Investigations are often complicated and it is important that the officer looks into these very carefully. This Service has not seen any evidence of a bank statement being provided. This is known as Cuckooing. These are not incompatible, so long as the adults deal with the noise. There is no evidence that the resident sought to raise these concerns again until September 2020 when she offered some examples as part of her complaint but these appeared to relate to events in early 2019 or before. We want to make it easy for you to tell us if you are unhappy with something. The resident wrote to the landlord on 22 December 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. To find out more, you canvisit the Housing Ombudsman website. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. 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! The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. Funny how only the employee gets a reply!!! The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. View our latestSelf-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), To report a non-urgent repair, please use our online report a repair form. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. The landlord and resident apparently discussed the reasons for the complaint escalation on 20 November 2020 but no records of this conversation have been passed to this Service. Here are 8 tips for writing great reviews. In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. Look fairly and honestly at the concerns that you have raised. Worcester, Worcestershire 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. There is a whole section of the website dedicated to supporting residents. What is a complaint? We have adopted the Housing Ombudsmans definition of a complaint. 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. Give your neighbours address and their name if you know it. 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. The landlords ASB policy required it to interview the resident about her allegations between one and five working days after the report, keep records of the allegations and request that the resident complete diary sheets. 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. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. Please tell us more about why our advice didn't help. 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. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. Chamber Court, Castle Street Do you agree with Sanctuary's TrustScore? Weve helped millions of people find a resolution. It would never been escalated so quickly without resolver. However, landlords tend not to be strong advocates for tenants with noise complaints directed at neighbors. 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!! Registered Society No. The Ombudsman considers the evidence and looks to see if there has been any maladministration, for example whether the landlord has failed to keep to the law, followed proper procedure, followed good practice or behaved in a reasonable and competent manner. weekly meetings in line with the support agreement. Call 999 if the crime is still happening or 101 to report a crime later. For information on Domestic Abuse, please see our dedicated page. Read and understand your consumer rights then answer a few simple questions to help Resolver prepare your email (which you can review and edit) that clarifies the issue, and gets the best from your complaint. This website uses cookies to enable essential site functionality, as well as marketing, personalised ads, and analytics. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. For example, 22 June - dogs barking from 10:15am to 12:35pm. Registered Society No. Only talk to your neighbour if you feel safe and comfortable. Explain what action can be taken to resolve the complaint. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. WebDont waste your time. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. Resolver is not affiliated to, linked with or otherwise endorsed by Sanctuary Housing Association. This showed an account balance of 64.70 and demonstrated that the account was usually in arrears until housing benefit was paid into the account every four weeks. You will be fobbed of with an email. All rights reserved. They'll help you decide what to do next. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. Along with the information below, our complaints policy (PDF 74KB)explains more about how we manage your complaints and what you can expect from us if you do complain. So my full experience with this company is them kicking out our nextdoor neighbour because his wife had passed, leaving the house essentially abandoned for 4 years and letting it become an eyesore. They are scared he may expose them. 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