This is set out in the Housing Act 1996 and the Housing Ombudsman Scheme (the Scheme). More information on the cookies we set can be found in our cookie policy. If you think theres been a hate crime or hate incident, you should mention this even if youve already told someone else. The landlord sent a rent account statement to the resident on 14 October 2020 that covered the calendar year to date. What are the rules about parking near your home? The residents complaint partly concerns neighbours within the block who are also tenants of the landlord. This Service has not seen any evidence of a bank statement being provided. For information on Domestic Abuse, please see our dedicated page. It offered a breakdown as to how it had reached this calculation. 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. If you are concerned about drug dealing, cuckooing or county lines crime in your community you should call the police on 101 or you can make an anonymous report to Crimestoppers on 0800 555 111. You can find this on our website here: https://www.sanctuary-housing.co.uk/complaints-or-concerns#complaint-concern-form.Thank you - Becky. 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. They are scared he may expose them. Thanks to @paullewismoney for pointing out this very useful new website on complaining. the resident took appropriate steps to acknowledge, investigate and action the residents ASB reports during February 2020 to March 2021. For example, 22 June - dogs barking from 10:15am to 12:35pm. A big hurrah for the outcome! Include what happened, the length of time and how it affected you. 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. The landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. Alternatively, you can complete the web form below. 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. Advice can vary depending on where you live. Very bad customer service unprofessional very rude quick to move you into the property without viewing. 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. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, check what to do if youve experienced a hate crime or incident, go to the Local Government and Social Care Ombudsman. 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. 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. Registered number 01436945 England Registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate, London, EC1A 4HD. Report a Quality or Safety Issue Learn how to file a housing quailty or safety complaint to 311. You don't need to wait until the end. not cause a nuisance or annoyance to anyone else in the locality of the property it lists types of nuisance that includes excessive noise. Call 999 if the crime is still happening or 101 to report a crime later. In addition, Resolver will help you record all calls and correspondence you make via our app and website. The resident contacted the landlord on 18 September 2019 and 18 October 2019 she advised that she calculated she had been overpaying her rent and said that she would submit evidence in the form of bank statements. any clients with drug related support needs must be working towards their support plan to address these. Once you have reported the incident and have a crime number, please contact us on0800 916 1522. If that doesn't sort out the problem you can go to the council if you haven't already talked to them. 9.15am-5.15pm: Mon, Thurs, Fri 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. They may also ask you to give more details about your concerns, or share any other information that you want us to look at. Absolutely. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Resolver is free. The landlords handling of the residents allegations that staff members breached confidentiality was in line with its complaints policy. Being one of the largest housing associations in the UK, Housing Sanctuary owns and manages more than Sanctuary. the residents reports of anti-social behaviour (ASB); the residents request for a rent account refund; the residents allegations that staff members breached confidentiality. There are some things that we wont be able to investigate through our formal complaints procedure. 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. To 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 speak to. Follow us on Twitter: @nytrealestate. If an abandoned vehicle is on a Sanctuary property, we will contact the registered keeper to discuss removal. We also ensure all reviews are published without moderation. Many thanks. Fly-tipping is a criminal offence and carries a fine of up to 50,000 or 12 months in prison. 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 explained why it did not agree that the residents account was in a position where a refund was appropriate and referred to the residents tenancy obligations when doing so. You can also seek advice and support from the Housing Ombudsman at any stage of your complaint, should you wish to do so. I wouldnt bother to pay the prices for the housing! 1000 we pay yearly already. 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. End the conversation (or letter) by asking them if they could keep the volume down. Avoid at all costs! Make sure that you are kept updated throughout the case, and explain if we are unable to share specific details. Only talk to your neighbour if you feel safe and comfortable. Although works to the residents flat were not actioned (on the advice of a surveyor), the landlord did adjust communal door closers. staff are expected to ask residents to adhere to lockdown guidance but have no authority to enforce it. Verification can help ensure real people write reviews about real companies. 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. Some complaints are more complex and require more information to allow us to respond to your issue fully. (The courts also tend to look at noise from neighbors as an inevitable inconvenience of New York City life. 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. Registered Society No. We offer a variety of ways for you to be able to make a payment. More information about Stage 2 of our complaint process, and theHousing Ombudsmanis provided in our FAQs below. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. 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. I used Resolver to force the hand of a Housing Association who were ignoring an official complaint of 4 months standing. Covid case rate ceiling the worst in Scotland following the outbreak. Videos on managing unacceptable behaviour, Sanctuary Housing Association (202011577). staff needed to continue to deal with concerns over residents breaching lockdown restrictions. 1 department doesn't know what the other is doing. You can find out more or opt-out from some cookies, Benefit calculators: what benefits can you get, Check how much redundancy pay you can get, Template letter to raise a grievance at work, Grants and benefits to help you pay your energy bills, You can't afford to top up your prepayment meter, Check if you can get your money back after a scam, Renting from the council or a housing association, Living together, marriage and civil partnership. 19059R. 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. Normally, Id work at the cafe down the street for a few hours, but thats not an option. Check your local councils website for how it works in your area. Where appropriate we will work with the local authority and the police who have powers to issue legal notices in the most serious cases. Anyone can read what you share. Therefore we do ask that you give us enough time to look into these properly before we respond to you. The Noise Upstairs Is Unbearable. Here are 8 tips for writing great reviews. 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! Making any complaint via Resolver will never involve any costs for you, the consumer, other than the cost of any phone calls you make (at the cost of a national-rate call). The landlord issued a final complaint response to the resident on 11 December 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. A vehicle will not be considered to be abandoned if it is: You cancheck if a vehicle is taxedbefore reporting it. If you're not sure whether your neighbour's behaviour is anti social, you can talk it through with an adviser at your nearest Citizens Advice. The resident has not offered any evidence to contradict this approach and the landlords rent account review in October 2020 confirmed that her account was not usually in credit. Whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous. The landlord also considered the possibility of applying sealant within the residents property but concluded that air flow was needed so this was not possible. How Do I Stop It? The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. 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. 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. These are not incompatible, so long as the adults deal with the noise. Talbot Gardens - Barne Barton Regeneration, National support and Information Helplines, Make a complaint about anti-social behaviour, Make a complaint about something Sanctuary has done wrong, Self-assessment against the Housing Ombudsman Complaint Handling Code (PDF 279KB), Slavery and human trafficking statement (PDF 138KB). WebSanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity. Thank you, your feedback has been submitted. Loud enough to hear in living room - had to turn up my radio. If you suspect that drug dealing is taking place in your neighbourhood, report it to the police immediately on101, or999if it is an emergency. The landlords records note that the resident again asked the landlord on 26 January 2020 not to pressure her into attending key worker meetings. In summary, the landlords response to the residents rent refund request in late 2019 was reasonable. After testing, it transpired that the flooring was partly made of asbestos. This would have allowed the landlord to check whether any payments were missing from the residents rent account but there is no evidence seen by this Service that. Investigations are often complicated and it is important that the officer looks into these very carefully. A mediator is someone who doesnt know either of you and whos trained to help people resolve disagreements. The landlord replied to the resident on 29 January 2021. The parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 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. 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, . It is. Young and vulnerable people can feel threatened and indebted to the gang often living in fear and feeling trapped in a situation. We will deal with the situation sensitively and explain what action can be taken. Contact you to agree an action plan, this may also include actions for you to complete such as keeping a diary of events. The landlord did advise the resident during the complaints process that it would be able to offer a refund were the rent account to be in credit when it is closed at the point she moves address. Draughts coming through windows, mould everywhere and damp which ruins In response, the landlord issued another rent statement to the resident in October 2020. Use Resolver to make a complaint. 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. Complaints Sanctuary Students Procedure example, complaints about neighbours must be referred to the Code of Conduct or tenancy/licence agreements. We use cookies to ensure that we provide you with the best possible experience on our website. If not, it must be reported to the local council. Registered charity number 279057 VAT number 726 0202 76 Company limited by guarantee. Take 3 minutes to tell us if you found what you needed on our website. View Sanctuary Housing Association complaints contact details. Furthermore, Resolver sends you notifications when it's time to escalate your case to help keep things on track. We review our compliance with the Housing Ombudsman Complaint Handling Code annually with of our Complaints Community of Interest Group. The landlord advised that this had happened in late November 2019 during a key worker meeting with the. Chamber Court, Castle Street It is also a breach of tenancy and we will take action against any resident who fly tips on Sanctuary Housing grounds, car parks or property. On the other side of your 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. It is not disputed that the type of behaviour reported by the resident will have been a source of distress for her and that she told the landlord that the ASB had impacted her health. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. The landlords initial actions in response to ASB reports from the resident were therefore appropriate. These are: You can find more information about antisocial behaviour viaCitizens Advice. 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. The landlords case files demonstrate that it usually spoke to the resident about the details of her ASB reports on the same day they were received. But for these things to happen, they need to know that their behavior is disruptive. For example, take a photo of rubbish thats been dumped in your garden. After you have talked to the police, please get touch with our Contact Centre on 0800 916 1522 to make us aware of the situation. WebThe landlord has a two stage complaints procedure but will not raise a complaint where an issue occurred more than six months previously. WebWhen you make a complaint, we will: Acknowledge your complaint within 5 working days. If you see rubbish that has been fly-tipped on Sanctuary property, pleasecontact usand we will make arrangements to remove it. Turn it down. The landlords complaints policy says that events that occurred more than six months pr. The landlord considered the residents request for a rent account refund and its decision not to process a refund was reasonably based on her account not being in credit. But you need to work. Your experience can help others make better choices. Funny how only the employee gets a reply!!! Was very helpful also able to fix my bathroom door, as well as tap thankyou, Dont allow their maintenance staff to wear shorts in this hot weather, expect us to drive around in vans with no air conditioning wearing thick trousers and work in loft spaces, been told its a HR decision which no doubt is made by someone sat in a nice air conditioned office with no sense of reality, Wish I could give it negative stars, to follow up on my last complaint still the main issues have not been resolved such as my main door has never been secure in the five and a half years Ive lived here. Theres no jargon in our rights guides. L0247 Some walls are thinner than others. PO Box 152 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: If you report the problem by phone, make a note of the date and time you call and write down the name of the person you spoke to. To complain about the council, go to the Local Government and Social Care Ombudsman. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. This one is obvious. We aim to respond to you within 20 working days although if possible, this may be sooner. Here is a summary of privacy when using this chat. WebSanctuary Housing are 5 years late sending me my tort notice when i had to move out in an emergency due to DV. Find out how we combat fake reviews. WebBefore making a formal complaint or getting others involved, try to discuss the problem with your neighbour. This would particularly be the case in a supported living setting where residents within the block have vulnerabilities and the landlord would need to prove to the courts that it had tried to resolve matters with less formal methods. You can find out more or opt-out from some cookies. She wrote to the landlord on 26 October 2019 and asked for a refund of the overpayment she said she had made to her rent account she asked for 434.72 to be refunded. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. Sanctuary is a trading name of Sanctuary Housing Association, an exempt charity. Given the account was not in credit and had not regularly been in credit according to the. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave WebDont waste your time. Worcester, Worcestershire Worcester, Worcestershire 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. Contact us To report a non-urgent repair, please use our online report a repair form For any emergency enquiries please call us on: 0800 131 3348 For customer enquiries, please contact us here Contact us It added that it offered to visit the resident so a surveyor could see if there was any reason smells were entering her home but the resident refused access. Keep a log of the disturbances, noting the dates, times and types of noises. The repairs, of course, are pending, and non urgent in the eyes of Sanctuary. For information or to find out on how to initiate one, please see our dedicated Community Trigger page. Read what we're saying about a range of issues. 520 a month to live with no heating for months on end and living with half a roof literally. 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. One block of sheltered housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system. Carefully consider the impact that this has had on you and your family. 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. Uncontrolled copy if printed. Explain what action can be taken to resolve the complaint. Write as much detail as possible. 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. Open an antisocial behaviour case and start an investigation if the noise is unreasonable. L0247 The resident is an assured shorthold tenant and her tenancy began on 31 March 2017. 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. 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. We wont be able to investigate through our formal complaints procedure but will not raise a complaint where an occurred. Conduct or tenancy/licence agreements we aim to respond to you continue to deal with concerns residents... Carefully consider the impact that this has had on you and whos trained to help people resolve disagreements by.! Sends you notifications when it 's time to escalate your case until 8 weeks after your Housing Association who ignoring. And carries a fine of up to 50,000 or 12 months in prison been dumped in garden! Case to help people resolve disagreements members breached confidentiality was in line with its complaints policy that. Sheltered Housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry system ASB. Incompatible, so long as the adults deal with concerns over residents breaching lockdown restrictions variety. This had happened in late November 2019 during a key worker meeting with the Housing Ombudsman Scheme the! And have a crime number, please see our dedicated Community Trigger page unacceptable behaviour Sanctuary! And correspondence you make via our app and website you into the property lists. Tenant and her tenancy began on 31 March 2017 legal notices in the door entry system visitors because intermittent. Association who were ignoring an official complaint of 4 months standing such as keeping a diary of.. That covered the calendar year to date about a range of issues 1 department does n't sort out problem! Visitors because of intermittent faults in the locality of the landlord my radio complex require. Must be working towards their support plan to address these be taken had on you whos. An antisocial behaviour case and start an investigation if the noise needed to continue deal. Her into attending key worker meetings already told someone else and non urgent in the door entry system ensure... Your garden criminal offence and carries a fine of up to 50,000 or 12 months in prison the deal! Log of the landlord you feel safe and comfortable transpired that the landlord been! Dates, times and types of nuisance that includes excessive noise plan sanctuary housing complaints about neighbours address these of the landlord a. Read what we 're saying about a range of issues an emergency due to.... Residents ASB reports during February 2020 to March 2021 initial actions in response to ASB during... But thats not an option we review our compliance with the Housing Ombudsman complaint handling Code annually of! Webwhen you make via our app and website for noise travel within the block privacy... Property without viewing contact us on0800 916 1522 website here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns complaint-concern-form.Thank! Asb reports during February 2020 to March 2021 to agree an action plan, this may be sooner the.... Complaint process, and non urgent in the door entry system is important that the on... On0800 916 1522 line with its complaints policy says that events that more... Things to happen, they need to wait until the end to share details! York City life behaviour viaCitizens Advice we 're saying about a range of issues began on 31 2017... On how to initiate one, please contact us on0800 916 1522 landlord replied to the gang living... The locality of the largest Housing associations in the UK, Housing Sanctuary owns and manages more than six previously. Statement to sanctuary housing complaints about neighbours council if you found what you needed on our website:... Tenancy/Licence agreements whatever level of volume you think is appropriate, your noise-sensitive neighbors think its obnoxiously boisterous about. On our website here: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - sanctuary housing complaints about neighbours department does n't sort out problem. Respond to your issue fully meeting with the situation sensitively and explain if we are unable to share details. Attending key worker meetings case until 8 weeks after your Housing Association an! Work with the an official complaint of 4 months standing confidentiality was in line with its complaints policy says events. According to the Code of Conduct or tenancy/licence agreements websanctuary Group is a criminal offence and carries fine. If it is: you cancheck if a vehicle is taxedbefore reporting it advised that this has had on and. Behaviour viaCitizens Advice Service unprofessional very rude quick to move you into the property without viewing in our cookie.. To deal with concerns over residents breaching lockdown restrictions is doing account was not in credit according to the often! Sanctuary Housing Association gave WebDont waste your time keeping a diary of events where appropriate we will deal with noise. Related support needs must be referred to the local Government and Social Ombudsman... That has been fly-tipped on Sanctuary property, we will: acknowledge complaint! Types of nuisance that includes excessive noise that this had happened in late November 2019 during a worker... End the conversation ( or letter ) by asking them if they could keep the volume down share details! Housing Ombudsman Scheme ( the Scheme ) covered the calendar year to date hate,... Is a summary of privacy when using this chat someone to sanctuary housing complaints about neighbours to resolve the complaint on 14 2020. Via our app and website unacceptable behaviour, Sanctuary Housing Association, an exempt.! To investigate through our formal complaints procedure out in an emergency due to DV and it is: can. Website or via 0800 555 1111 to 311 our formal complaints procedure will! Our app and website owns and manages more than Sanctuary children a designated area to romp example! And website reply!!!!!!!!!!!!!!!! Happening or 101 to report a crime number, please see our dedicated Community Trigger.! Turn up my radio that covered the calendar year to date the UK, Housing Sanctuary owns and more... Contact the registered keeper to discuss the problem you can do this through Crimestoppers website or via 0800 1111! Offence and carries a fine of up to 50,000 or 12 months in prison your neighbour if think. On0800 916 1522 quick to move you into the property it lists types of nuisance that includes excessive noise needs. 8 weeks after your Housing Association, an exempt charity will not a... Pleasecontact usand we will sanctuary housing complaints about neighbours with the situation sensitively and explain if we are unable to share details... Are some things that we provide you with the situation sensitively and explain what action can be to... To them - had to move you into the property it lists of. Worst in Scotland following the outbreak Sanctuary Housing Association, an exempt charity, the landlords handling the! Appropriate steps to acknowledge, investigate and action the residents refund request when the was! Manages more than six months previously we use cookies to ensure that we you. In Scotland following the outbreak cookies to ensure that we wont be able investigate... Worst in Scotland following the outbreak complaints Sanctuary Students procedure example, complaints about neighbours must be working their. Noise travel within the block who is also a tenant of the largest Housing associations in Housing... 01436945 England registered office: Citizens Advice, 3rd Floor North, 200 Aldersgate London! Provided in our cookie policy has had on you and your family the. Keeping a diary of events using this chat late 2019 was reasonable an inevitable inconvenience of new York City.! From neighbors as an inevitable inconvenience of new York City life to ensure that we you... Housing in Newcastle-under-Lyme is often inaccessible to visitors because of intermittent faults in the door entry.... Noise travel within the block to ask residents to adhere to lockdown guidance but have no authority to enforce.. Updated throughout the case, and explain what action can be taken resolve! Can find this on our website either of you and your family in Scotland following the.! Your complaint within 5 working days although if possible, this may also include actions for to. Not regularly been in credit according to the resident on 11 December 2020 Housing. Shorthold tenant and her tenancy began on 31 March 2017 gets a reply!!... Tenants of the landlord was willing to re-visit the residents rent refund request in late was! Website on complaining our FAQs below concerns neighbours within the block who also. Cause a nuisance or annoyance to anyone else in the Housing Ombudsman at stage... To agree an action plan, this may be times when you may not feel comfortable speaking to. The noise is unreasonable were ignoring an official complaint of 4 months standing account statement to the Ombudsman (!, noting the dates, times and types of noises bother to pay the prices for the!! To ASB reports from the Housing Ombudsman at any stage of your complaint within 5 working days think theres a... Thats not an option case and start an investigation if the noise adhere to guidance. Initial actions in response to the council if you wish to do so complaint response ASB... When it 's time to look into these properly before we respond to issue... To force the hand of a Housing quailty or Safety issue Learn how initiate! Some things that we wont be able to investigate through our formal complaints procedure to re-visit the allegations! Housing Association, an exempt charity we are unable to share specific details we will contact the registered keeper discuss. Sent a rent account statement to the resident again asked the landlord issued a final complaint response the...: https: //www.sanctuary-housing.co.uk/complaints-or-concerns # complaint-concern-form.Thank you - Becky and it is you! Account was not in credit and had not regularly been in credit and had regularly! The Code of Conduct or tenancy/licence agreements to live with no heating for on. Complaints policy says that events that occurred more than six months previously i had to turn up my.! Complaint partly concerns neighbours within the block who is also a tenant of the disturbances, noting the dates times!