since July 2019 to ensure that members of staff treat resident information confidentially. 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. What an absolute joke not a funny one either avoid at all costs if u can, their charges are very suspicious, we get charged for them holding a pass key , nearly 9.00p a month per flat ,a welcome home, fruit basket after leaving hospital. Telephone: 0300 111 3000. Sanctuary housing are very happy to take plenty of money from people in rent and to make tenants conform to loads of rules and responsibilities. You will need to provide as much information as possible to help us investigate your issue, including: What the impact on you and your family has been, What you would like us to do to put things right. 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. We offer a variety of ways for you to be able to make a payment. 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. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Plus a couple of residents are waiting for heating repairs to radiators now it's cold. 520 a month to live with no heating for months on end and living with half a roof literally. 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. Alternatively, you can complete the web form below. Call us on 0333 050 8887 or fill in the form for immediate help & assistance with your housing association disrepair claim. This procedure adds that. We also ensure all reviews are published without moderation. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. 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. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 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. 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. They could provide them with activities that are more appropriate for indoor play. Chamber Court, Castle Street Only talk to your neighbour if you feel safe and comfortable. Worse thing we ever did was to part buy a flat from Sanctuary. The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. I know they must have cabin fever, but so do I. Most councils will arrange to collect large items like sofas, fridges or washing machines. It confirmed the complaint was closed. Probably the worst housing association ever. 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. All Rights Reserved. The resident initially raised concerns in July 2019 that staff members had breached her confidentiality. 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. WR1 3ZQ. The landlords records note that the resident raised concern on 16 December 2019 that staff had logged into her bidding account. Your experience can help others make better choices. You could ask the building management to intervene, requesting that they call the tenants or write them a letter. Is there anything wrong with this page? The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. You should explain what it is you are unhappy about and what outcome you are seeking in resolution to the complaint. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. 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: 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. sign posting to special services , they all come in on average as the same price ,we get charged for the same thing in some cases but under a different title, if you ask for a p.o.m statement you will see for your selves not that they will give you one. WebSample. We know that sometimes things can go wrong. Thanks - Becky. 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. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. WebSanctuary housing association Oxfordshire is a joke moved into our property 22 October 2022 its now been three months and no repair have been completed with 2 young 1 department doesn't know what the other is doing. Registered as a provider of social housing with the Regulator of Social Housing No. In some cases, the gangs take over the homes of vulnerable residents as a base for their illegal activity which can include drug dealing, prostitution and people trafficking. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. Give your neighbours address and their name if you know it. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. If you'd like to send over a bit more information using our online form we can look into how and why this happened - it's available here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form. It's likely to be anti social behaviour if it causes 'nuisance and annoyance'. Decide whether the noise is unreasonable, based on its duration, frequency and intensity, as well as if it is deliberate. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. 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. What does it mean to have power of attorney? 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. 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. Slow response , lucky to finally receive answer after a while . info@housing-ombudsman.org.uk. The only number that picks up the phone. The resident wrote to the landlord on 14 January 2021 and said that there had been no decisive conclusion to her complaint. Webthen you can report a complaint to us by: Emailing care.complaints@sanctuary-housing.co.uk Completing the attached complaint form or via our website www.sanctuary-care.co.uk Calling 0800 916 1499. who can make a complaint? any clients with drug related support needs must be working towards their support plan to address these. 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. 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. When this happens, we want to know about it so that we can put things right. 1000 we pay yearly already. 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. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). It said that no further actions were needed in response to the residents specific complaints but it would continue to respond to any day to day reports from her. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by the resident. Keep a log of the disturbances, noting the dates, times and types of noises. 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. For weekly email updates on residential real estate news, sign up here. A big hurrah for the outcome! The worst company to, actually ring to speak to a person. Need replacing. My neighbours are causing me problems with anti-social behaviour, and the council doesnt If you still think they havent acted as they should, you can go to an ombudsman. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. You can make a complaint if: You live in one of our care homes Cars near the property for a short period of time. The landlord advised her that social distancing meant this was not possible and signposted her to adult social care for assistance. You do have rights. 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. On 14 January 2021 and said that there had been no decisive conclusion to her complaint Housing Ombudsmans of... Call the tenants or write them a letter you could ask the building management to intervene requesting. 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