In response, the landlord has noted the following actions up to the point the resident made a complaint in September 2020: put up posters during 5-6 February 2020 for residents to take care with communal doors, , re-erected this on 30 May 2020 and installed new signage on 27 July 2020, wrote to all residents on 31 March 2020 with lockdown guidance, , followed by issuing of further pandemic-related guidance, consultation on 8 June 2020, 15 June 2020, 22 July 2020, 20 August, gave advice to individual neighbours in May 2020, July 2020 and September 2020 about opening of windows and smoking in different locations to reduce the potential impact on the resident, discussed further support with the resident on 16 June 2020 and 29 June 2020 but, provided the resident with an ASB diary sheet on 26 June 2020 which it noted she had rejected, noise and lockdown breaches on 25 June 2020, 25 September 2020 as well as signing an acceptable behaviour agreement with a neighbour (about noise) on 21 September 2020, conducted block walkabouts on 10 July 2020, 3 August 2020, 17 August 2020, 14 September 2020 and 26 September 2020 when no evidence of cigarette or cannabis use was established, investigated social distancing breaches on 23 July 2020, noting that this had been due to three residents receiving simultaneous deliveries to the block, sent letters to all residents on 6 August 2020 and 11 September 2020, reminding them of its drug policy, noted it would discuss use of communal doors with two residents in their next key worker meetings following a CCTV review, detected a faint odour of cannabis on 16 August 202, a police referral which did not establish a potential perpetrator, noted on 15 September 2020 that all communal door closers had been adjusted. 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. sent a block reminder letter to all residents on 5 December 2020 to advise them on the potential for noise travel within the block. For weekly email updates on residential real estate news, sign up here. 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. Best and worst companies at resolving issues. The resident made a report on 1 December 2019 of cigarette smells entering her flat. We willoffer a range of relevant support and advice to try to resolve your complaint. The landlord responded to the resident on 31 December 2020. Absolutely. It responds to. In this regard, the landlord has noted that it attempted to reduce nuisance by: on a few occasions and issued block letters to remind all residents of their responsibilities and minimise potential nuisance activity, Cigarette smoke it spoke to neighbours and explored ways in which cigarette smoking which was not in breach of their tenancy conditions could be adapted to avoid them impacting on the resident, Lockdown restrictions there is no evidence that the landlord was responsible for enforcement of lockdown restrictions but it did attempt to encourage neighbours to adhere to the regulations by issuing block letters on a few occasions, 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. 1000 we pay yearly already. If you wish to make an anonymous report you can do this through Crimestoppers website or via 0800 555 1111. There is no evidence that the resident raised this matter again, prior to the complaint she made in late September 2020. 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. 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. 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. Incidences of noise nuisance can usually be quickly and amicably resolved by chatting to your neighbour. Landlords are loath to get involved in noise issues and will hope they resolve themselves somehow, Mr. Kaminsky said. 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. since July 2019 to ensure that members of staff treat resident information confidentially. Whilst they are at the property they don't care where they park whether it be in front of driveways or double-parked blocking an already narrow street. Keep a log of the disturbances, noting the dates, times and types of noises. WebThe residents complaint concerns a neighbour within the block who is also a tenant of the landlord. You have the right to live in peace easier said than done in an apartment building where everyones cooped up for the winter. The Housing Ombudsman wont accept your case until 8 weeks after your housing association gave you their final response. However, we understand there may be times when you may not feel comfortable speaking directly to someone to try to resolve an issue. Just raise a case and leave feedback after. WR1 3ZQ. These are: You can find more information about antisocial behaviour viaCitizens Advice. Ive been waiting 2.5 yrs on windows to be put into my bedroom! Webthis is a private group and strictly not for members of sanctuary housing association/group staff their frends, family or anyone connected directly or indirectly to them. Marcus said: This was really stressful and I am not sure why I even got the ticket, but, I am glad the right thing has been done!, An excellent service run by professional people. Use Resolver to make a complaint. To help you get the best response from your Sanctuary Housing Association complaint Resolver guides you through every step of the process. Here is a summary of privacy when using this chat. If you havent managed to solve the problem through the council or speaking to the landlord, contact your nearest Citizens Advice. 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. Simply state the noise that you hear, and explain how it interferes with your ability to work. This advice was reasonable and demonstrated that the landlord was willing to re-visit the residents refund request when the account. If that doesnt work there are other ways you can ask them to stop, for example by reporting them to the council. 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. 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. We use dedicated people and clever technology to safeguard our platform. The resident commented on 2 and 6 November 2020 that she wanted her complaint to be reviewed. WebResolver is a completely free complaint-resolution tool that puts the British consumer directly in touch with the customer service providers who can resolve their complaint. 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. They are scared he may expose them. 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. The landlord has recorded attempts it made to corroborate reports using CCTV and walkabouts during this time. In summary, the landlords decision that the residents breach of confidentiality allegations were too old to be considered through the complaints process was appropriate. the landlord had been provided with residents bidding details by the local authority in October 2019 but this had occurred more than six months previously so would not be investigated through the complaints process. I wouldnt bother to pay the prices for the housing! You do have rights. lthough it did not immediately request that the resident complete diary sheets, it did make detailed records of each incident reported by 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. Antisocial behaviour (ASB) comes in many forms and can cause alarm or distress to others. Uncontrolled copy if printed. My neighbours are causing me problems with anti-social behaviour, and the council doesnt 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. Your feedback will help us give millions of people the information they need. You will be fobbed of with an email. Both the resident and the landlord have submitted information to the Ombudsman and this has been carefully considered. 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 parents or caregivers could put thick pads down in one room, giving the children a designated area to romp. 2.5 yrs on windows to be put into my bedroom letter to all residents on 5 December 2020 to them! Using CCTV and walkabouts during this time evidence that the landlord responded to landlord. 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