You can take someone with you for support. You may change your settings at any time or accept the default settings. All Rights Reserved. Labeled Verified, theyre about genuine experiences.Learn more about other kinds of reviews. 2023 Trustpilot, Inc. All rights reserved. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. 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. Include what happened, the length of time and how it affected you. For any emergency enquiries pleasecall us on: For customer enquiries, pleasecontact us here, Sanctuary House The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. 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. PO Box 152 WebThey 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 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. 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. a scheme that offers short-term accommodation for adults with support needs. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. Worse thing we ever did was to part buy a flat from Sanctuary. It noted agreement that it would assist the resident with bidding every fortnight as this was the only support needed at the time. For information on Hate crime, please see our dedicated page. 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. Most leases require tenants to cover 80 percent of their floors with carpeting and prohibit tenants from making objectionable or disturbing noises, according to David A. Kaminsky, a Manhattan real estate lawyer. I recommend them to anyone who mentions complaining!! In addition, Resolver will help you record all calls and correspondence you make via our app and website. There are some things that we wont be able to investigate through our formal complaints procedure. The landlord recorded that it offered to consider this through the complaints process at the time but noted that the resident refused this request. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. statement, it was reasonable that the landlord decided it was not able to process a refund. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. Advice for people affected by child abuse. If you are experiencing anti-social behaviour, some things, such as noise from a late-night BBQ, or inconsiderate parking, can usually be quickly and amicably resolved by chatting to your neighbour. But for these things to happen, they need to know that their behavior is disruptive. You can ask a mediator for help if you want to put things right but you cant agree how. 1 department doesn't know what the other is doing. Sanctuary. Hi Alison, please can you email us at contactus@sanctuary-housing.co.uk and we'll do all we can to help? staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. 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. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. The resident was apparently unwilling to advise which staff members she was referring to so the landlord advised her it would remind staff. Approach it in a manner which makes them feel that this is a request to collaborate as opposed to a demand, said Diane Gottsman, an etiquette expert. If you choose to remain anonymous, we will be unable to contact you to obtain full details and provide you with an update, it is likely the case will be closed without action. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. Just raise a case and leave feedback after. Resolver allows you to keep a record of any email correspondence sent between you and Sanctuary Housing Association, as well any phone calls made via our mobile app. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. It also recorded that the resident did not advise which member(s) of staff had breached confidentiality. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. Chamber Court, Castle Street She advised that she would provide a bank statement. So glad I have cctv to prove they didnt turn up .. Over 15 months since my boiler was serviced ,Im sure that is a breech of there contract .. terrible housing association ,avoid like the plague , been waiting 4 month for inspector to come have look at mould issue three appintment cancel by them and one time the guy come day early on wrong date the hole company isrubbish complained three time no one care or call or arrange something and the mould effecting all my family and the flat blow me just not acceptable. This procedure adds that. WebJoin the 321 people who've already reviewed Sanctuary. Worcester, Worcestershire 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. 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. if the resident no longer receives support then their accommodation may be in jeopardy. In response, the landlord issued another rent statement to the resident in October 2020. The housing association in charge of the properties, Sanctuary Housing, was told last year by an external reviewer that racial discrimination could not be ruled out as being behind a similar case in which a Black tenant paid more than a white neighbour. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. Anyone can read what you share. 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. 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 has an ASB policy that says it will: look to modify behaviour through support, persuasion and legal sanction rather than moving or displacing ASB through eviction or re-housing. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. I wouldnt bother to pay the prices for the housing! If not, it must be reported to the local council. Thanks to @paullewismoney for pointing out this very useful new website on complaining. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. If you still think they havent acted as they should, you can go to an ombudsman. WebDont waste your time. To complain about the council, go to the Local Government and Social Care Ombudsman. Children need to play. If after investigation we are unable to deal with the problem, you may be able to take action under Section 82 of the Environmental Protection Act 1990. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. The resident made initial reports during September-October 2019 that she suspected she had overpaid her rental liability and so was owed a refund. The landlords records note that the resident made new ASB reports about her neighbours each month between February 2020 and December 2020, sometimes making reports several times per month. 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. You will be fobbed of with an email. They may not be aware that there is an issue, and we would always advise that you try to resolve minor issues yourself before escalating. If the problem affects other neighbours, involve them as well. Given the account was not in credit and had not regularly been in credit according to the. Many thanks. Ombudsman considers complaints about how a landlord has responded to reports of a problem. This fact sheet is aimed primarily at people having problems getting the council to deal with anti-social behaviour near their homes and who may be considering making a complaint to the Ombudsman. She advised that: there is an ongoing need for staff to maintain the highest level of confidentiality and she had provided examples of non confidential behaviour on 23 September 2020, including an officer who had used her personal pin to access her housing account, past incidents of lack of support and breach of confidentiality by officers had caused distress, she would pursue the bidding number matter with the local authority, she would continue to report banging fire doors to staff, she would continue to report drug fumes to staff and the smoke fumes from her neighbour were ongoing. 'Ll do all we can to help good quality, affordable homes is at time! Verified, theyre about genuine experiences.Learn more about other kinds of reviews it noted agreement that it spoke the... 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