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. potential criminal behaviour. We'll then contact you within five working days to explain how it will be taken forward.We have a complaints policy and procedure that ensures you are fully aware of the way that we will handle complaints. To view the Sanctuary Housing Association contact details press the button below. All rights reserved. If not, it must be reported to the local council. Registered Society No. Best and worst companies at resolving issues. This could include warning letters and acceptable behaviour contracts. County Lines is a term used when drug gangs from big cities expand their operations to smaller towns. If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page. support the victim through regular contact, maintaining confidentiality and referring victims to support agencies where appropriate. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. As a subscriber, you have 10 gift articles to give each month. 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. Ive been waiting 2.5 yrs on windows to be put into my bedroom! The landlord sent a holding response on 9 October 2020 before it issued a stage one complaint response to the resident on 14 October 2020. Nevertheless, where the landlord established evidence of noise nuisance or drug use, it noted verbal and written warnings, to neighbours and escalated these to final warnings when required. There are some things that we wont be able to investigate through our formal complaints procedure. Good morning, sorry to read about the experience you've had. We offer a variety of ways for you to be able to make a payment. And 10 years for my front door to be fixed properly YES ten years!! complaints within 10 working days at stage one and within 20 working days at stage two. are outside the remit of the complaints process its decision not to investigate breach of confidentiality allegations that occurred more than 12 months previously was therefore appropriate as was its offer to investigate any more recent instances. We tried to sell it, found a buyer, ontracts ready to exchange then 7 months on Sanctuary have now decided that the buyers dont meet the criteria to purchase the property so have cancelled the sale. Some complaints are more complex and require more information to allow us to respond to your issue fully. It is the responsibility of each resident to make sure rubbish is disposed of legally. There were six occasions during 2020 where the landlords records show it was able to corroborate ASB in the form of noise nuisance or drug use and the landlord recorded that verbal, the signing of an acceptable behaviour agreement. Instead, staff are required to try to resolve matters by discussion. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. For information on Hate crime, please see our dedicated page. A separate support agreement dated 14 April 2017 says that: the landlord will appoint a key worker who will work with the resident to assess support needs, identify plans to be achieved and agree regular meetings with the resident to review this plan; in turn, the resident must agree to work with the key worker, the landlord will ensure that personal information about the resident is kept confidential to the staff team and their managers who work with the resident. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. Slow response , lucky to finally receive answer after a while . Carefully consider the impact that this has had on you and your family. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Uncontrolled copy if printed. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint. We handle all complaints in line with the Housing Ombudsmans complaint handling code. What are the rules about parking near your home? 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. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? Weve helped millions of people find a resolution. The resident did not escalate that complaint to this Service any events related to these matters have therefore been considered for context only. Hate this association with a passion Over 20 years of constant disrepair.Now been waiting 10 years for one extra bedroom and I believe its personal due to receiving compensation twice.Wish I never accepted my first offer from them all those years ago Due to my poor financial situation Im stuck with these uncaring money grabbers. 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. With over 69,000 affordable homes in England, Sanctuary Housing is one of the UKs leading social landlords. We will not disclose your identify without your consent. But you need to work. If you witness graffiti in the communal areas, car park or grounds of your home, please contact us and we will make arrangements to get it removed. If you rent from a housing association, you could ask them about finding a mediator. Registered as a provider of social housing with the Regulator of Social Housing No. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. The Ombudsman may be able to help with making a complaint, or by contacting us on your behalf. Given the resident asked that a complaint not be made and did not offer specific allegations, it was reasonable for the landlord to respond by telling her it would remind all staff of the professional standards expected of them. 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, . Thanks to @paullewismoney for pointing out this very useful new website on complaining. That leaves it up to them, Ms. Gottsman said. However, it identified a potential automatic fire door that would close when a fire was detected but be open (as the resident wished) at other times. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Is there anything wrong with this page? 1000 we pay yearly already. Children need to play. If you think your neighbours making trouble because you're transgender or because of your disability, race, religion or sexuality, it could be a hate crime or hate incident. Normally, Id work at the cafe down the street for a few hours, but thats not an option. What does it mean to have power of attorney? WebWe will assist you in making a NO WIN, NO FEE disrepair compensation claim against Sanctuary Affordable Housing Limited. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. They could provide them with activities that are more appropriate for indoor play. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. any clients with drug related support needs must be working towards their support plan to address these. Anyone can write a Trustpilot review. Advice for people affected by child abuse. All Rights Reserved. Worcester, Worcestershire JS who was my housing officer at the time is who i believe is These actions were all appropriate responses to the residents reports and in line with the landlords procedures. It is. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. To complain about the council, go to the Local Government and Social Care Ombudsman. 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: You can make private notes about your case as well as set yourself reminders. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. We use cookies to improve your experience of our website. Q: I live in a rental building in Harlem and have always worked from home. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. Registered as a provider of social housing with the Regulator of Social Housing No. Their accounts of what has happened are summarised below. 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. Alternatively, you can complete the web form below. Telephone: 0300 111 3000. 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. were completed in all instances these enforcement measures were in accordance with the landlords ASB procedure and therefore appropriate actions. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. 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. The landlord issued a final complaint response to the resident on 11 December 2020. The Housing Ombudsman's Complaint Handling Code aims to enable landlords to resolve complaints raised by their residents quickly and to use the learning from complaints to drive service improvements. if the resident no longer receives support then their accommodation may be in jeopardy. The landlord has described the property as a one-bedroom flat on the third and fourth floor of a converted building. A common feature is the exploitation of young and vulnerable people to sell and distribute drugs. Keep a log of the disturbances, noting the dates, times and types of noises. Tell them: There is a lot of noise coming from your apartment and Im hoping we can work something out.. 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. 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