), You may have better luck reasoning with your neighbors directly. Stevenage Borough council (Housing Association), Epsom and Ewell Housing Association Limited, Sedgemoor District council (Housing Association), English Rural Housing Association Limited, Wolverhampton City council (Housing Association), 2023 Resolver Consumer Online Limited. WebSub-letting your home If you have any questions or arent sure, please contact us using the button below. Citizens Advice is an operating name of the National Association of Citizens Advice Bureaux. Hope it will resolve fully in the end, Not very good when it comes to repairs. To report a non-urgent repair, please use our online report a repair form. 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 !! Report Tenant Harassment Learn how to report harassment to If you still need help, you can look for a mediator on GOV.UK. Unreasonable noise could violate your warranty of habitability, a state law. 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. Hi Andrei, really sorry to read about your experience here. We will deal with the situation sensitively and explain what action can be taken. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Aim to respond to your complaint within 10 working days. Waited 45mins outside property to be told the agent is running late and would be there a hour after my viewing time. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. We will not disclose your identify without your consent. Clarion Housing. identify vulnerable people, whether victim or perpetrator and work with them appropriately. When you describe the problem, say: If youve been collecting evidence about the problem, offer to send a copy. Very bad customer service unprofessional very rude quick to move you into the property without viewing. Chamber Court, Castle Street Not only does fly-tipping pose a risk to people and wildlife, damage the environment and spoil the enjoyment of our towns and countryside, it also costs a lot of money to clear up. Funny how only the employee gets a reply!!! WebContact the Housing Ombudsman if you and your council still cannot resolve the problem. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. We automatically connect you to contacts at thousands of household names, ombudsmen and regulators to find a resolution. We know that sometimes things can go wrong. that she has overpaid her rent liability by 434 but, based on evidence seen by this Service, the account has not been in credit by this amount at all during 2020 it is therefore reasonable that the landlord has not refunded 434 to the resident. 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. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. We will need to know the incident number so we can follow up on your report. In reaching a decision we consider whether the landlord has kept to the law, followed proper procedure and good practice, and acted in a reasonable way. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. The landlord advised her that it could not consider these aspects of the complaint due to the amount of time that had passed but, it was willing to review any more recent instances. End the conversation (or letter) by asking them if they could keep the statement, it was reasonable that the landlord decided it was not able to process a refund. Therefore we do ask that you give us enough time to look into these properly before we respond to you. They could bundle them up and take them outside to run around. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. Instead, theyre full of the info you need to get things sorted. 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. Our duty is to determine complaints by reference to what is, in this Services opinion, fair in all the circumstances of the case. Suggested companies. Simple! To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. How Do I Stop It? lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. With more than 50 years experience in housing, providing good quality, affordable homes is at the heart of everything we do. 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. The procedure requires the landlord to: contact and interview victims within five working days, agree an action plan to investigate ASB by interviewing the alleged perpetrator (within 10 working days), asking the victim to complete diary sheets and liaising with other investigators such as the Police, consider the positive effects that support might have on perpetrators, particularly in cases that involve drug abuse, use informal measures such as mediation, tenancy support, verbal/written warnings and acceptable behaviour contracts with formal legal action a last resort. I recommend them to anyone who mentions complaining!! The landlord also explored more imaginative measures such as providing deodorisers and air fresheners to the resident as well as considering adaptations to communal doors and the residents own property. Find out how we combat fake reviews. The resident submitted a complaint by email on 26 September 2020. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. The landlord wrote to the resident on 13 November 2019 it provided a rent statement and told her that her rent account was effectively 565.77 in arrears. Draughts coming through windows, mould everywhere and damp which ruins WebTo help you get the best response from your Sanctuary Housing Association complaint, Resolver can put you in touch directly with the best person or department you need to Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. It is the responsibility of each resident to make sure rubbish is disposed of legally. We aim to respond to you within 20 working days although if possible, this may be sooner. 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. 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. These actions were all appropriate responses to the residents reports and in line with the landlords procedures. Its all too common for providers to ignore their customers and expect them to put up with shoddy service. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Carefully consider the impact that this has had on you and your family. The tenancy agreement requires the landlord to, keep in proper working order doors and any communal areas, pay rent, service charges and any other charges weekly in advance. WebTo complain about a housing association, go to the Housing Ombudsman . The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. 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). When this happens, we want to know about it so that we can put things right. When you make a complaint, we will: Acknowledge your complaint within 5 working days, Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us. 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 where it was not obliged to take enforcement action. WebReport a Complaint. 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. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. Follow us on Twitter: @nytrealestate. The landlord noted that it spoke to the alleged perpetrator the same day and that he moved into new accommodation on 5 December 2019. And would be there a hour after my viewing time issue occurred more than six months.. Working days although If possible, this may be sooner of habitability, a state.. Make sure rubbish is disposed of legally very good when it comes to repairs, affordable homes is at heart. Resident again asked the landlord noted that it spoke to the residents allegations that staff members breached confidentiality in! 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