Justice for Ernest John Coles – the crimes of Sanctuary Care?

PleaseHelpMeThis document has been received and signed for in the following offices:

Devon County Council, The Police, The Doctor involved, Sanctuary Care and CQC head office.
House of Commons and NHSLA, pending, not yet signed for…

Letter of Notification of a Pre-Action Protocol for the Resolution of Clinical Disputes
Date of claim: 20th October 2015.
Copied to the NHS Litigation Authority
Associated bodies
Rachel Chalmers, DC for vulnerable adults Rachel Doyle, CQC Inspector
CQC Enquiry Number – 2186209966
Claim
Failure to comply with the Health and social care Act 2008 Regulation 20 Breach of duty of care to both Mr and Mrs Coles
Claimant:
Ernest John Coles of 7 Lichfield Road, Redhills, Exwick, EX4 2EU
on behalf of his late wife Marguerite Coles who passed away in Greenslades Nursing home on the 9th of December 2013
Defendants:
Responsible for the care of his late wife and failing to provide information.
Mark Mc Carthy, Head of Sanctuary Care
Natasha Knowles, business manager for Sanctuary Care
David Berenski previous Manager of Greenslades nursing home Alison Robertson Previous manageress of Greensalades Nursing home Dr.Carl Bracey, responsible doctor for Greenslades Nursing home, Foxhayes Surgery
Phil Norrey, CEO Devon County Council
…………………………….

Ernest John Coles

Ernest John Coles

On the 25th of August 2015 a letter was sent to Mark McCarthy, head of Sanctuary Care requesting an explanation to why the care plan of the late Marguerite Coles states that it has been “rewritten.”
The letter was received in their Worcester office and the signature documented by the post office is “Gormley.”
It was also acknowledged by email to myself but not to Mr Coles. Email content :

Dear Ms Wakefield,
Thank you for your email dated 25 September.
I am emailing to confirm receipt and to assure you that Mr Coles’ letter of 25 August is being dealt with professionally and that a response will be sent within the 30 days that was requested.
Kind regards, Natasha

Natasha Knowles BA (Hons), PGCE, CPE – Law
Business Manager
Sanctuary Care Limited
Cameo House, Chamber Court, Castle Street, Worcester, WR1 3ZQ.
Tel: 01905 334243 (Internal: 34243)
Fax: 01905 21019
Email: Natasha.Knowles@sanctuary-housing.co.uk
“Keeping kindness at the heart of our care.”
Sanctuary Care is part of Sanctuary Group

Unfortunately they have failed to act professionally and failed to deliver an explanation on the deadline given. I have followed them up with a phone call and I was informed that the lady dealing with this matter is on annual leave and that no one is covering her duties.
This case is as Im sure you are aware, a matter of public interest and grave concern.
In order to restore faith in the public services provided by all of the organizations involved in this matter there needs to be a thorough investigation in to this case. If the handling of this case is a reflection of the standard of care given to the vulnerable people that you are all responsible for protecting then it sheds huge concern over the services provided.

Ernest2Mr Coles is seeking further specialist legal advice in this matter as he is the legal representative of his late wife and has a grant of probate in safekeeping. As it is a crime to falsify medical notes and care plans we expect your professional response in this investigation of serious concern and provide us with a satisfactory outcome in order to restore the trust of the public who pay for the system in place.

We look forward to resolving this matter as quickly as possible as you are already responsible for the mistreatment of Mr. Coles as he is in his own right a vulnerable adult. I would also like to remind you that both Mr and Mrs Coles both gave up their retirement to work voluntarily for the NHS and to be repaid by society in this way is unforgivable and will not be forgotten.

A response from this pre-action letter is required within the standard time frame of 20 days by all involved without exception.

Samantha Wakefield

Facebook page Justice for Ernest John Coles

Sanctuary Group’s new chairman, PwC (PricewaterhouseCoopers) and corporate Britain

Jonathan Lander and David Bennett of Sanctuary Group

New Chair Jonathan Lander (ex-PwC) and David Bennett, Chief Executive of Sanctuary

As the Sanctuary Housing Facebook page continues to regularly delete large numbers of complaints (many of them serious and long-standing, others complaining of Sanctuary Housing Association’s general incompetence and/or fascist tendencies in one way or another) all appears to be well at the top of the corporate world of Sanctuary Group.

Last month it was announced that Jonathan Lander, a former senior partner with internationally huge accountancy firm PricewaterhouseCoopers (PwC), is the new group Chair. Smiles from Mr. Lander and Chief Executive David Bennett in the press release, it’s all jolly good news. Bennett said: “Sanctuary is known for its exemplary governance (many tenants will be asking what planet he’s on – the organization on the front line is often a total shambles at best) and these new appointments ensure the group board continues to have the skills and experience required to oversee our complex organisation.”

PoundSignUKLander said he was “enthusiastic” about working with Bennett and the board “to deliver customer-focused services that represent real value for money”. There’s a good few thousand elderly, disabled and vulnerable people who are being badly ripped-off (or who have been abused in other ways) by Sanctuary who might have something to say about that last comment. Please see other blogs here for many personal accounts, details and newspaper reports of overcharging, nationwide abuse and neglect, cheating, bullying, lies, bad services, incompetent contractors and substandard properties left to rot for years.

On 2nd October, there was further shuffling at Sanctuary with the appointment of Elwyn Roberts (also ex-PwC) as the new Chair of the Sanctuary Audit Committee. Steve Wood, head of Sanctuary Care resigned the following day, Sanctuary now has him listed as Director of Property.

pwclogoPwC (PricewaterhouseCoopers), “independent” auditors to Sanctuary Housing Association and just about every other big company in the UK and America

As can be seen in Sanctuary Group’s financial statement for 2013-2014, PwC are Sanctuary’s independent auditors. Hang on a bit… two ex-PwC men are now at the very top of Sanctuary, Lander having been a senior partner until 2008. Exactly how independent is that? (KPMG, another government-linked massive firm, have since become Sanctuary Group’s auditors… Tim, 2017)

Elwyn Roberts, also ex-PwC, new Chair of Audit Committee

Elwyn Roberts, also ex-PwC, new Chair of Sanctuary’s Audit Committee

PwC (PricewaterhouseCoopers) is one of the Big Four accountancy firms who between them carry out around 90% of all audits for FTSE 350 companies. They are absolutely massive in the UK (see pwc.co.uk), America and internationally. “In the 2014 financial year, PwC firms provided services to 417 companies in the Fortune Global 500 and 462 in the FT Global 500… For the year ending 30 June 2014, PwC’s gross revenues were US$34 billion, up 6%.” (see pwc.com). However, in 2011 they were heavily criticized by the House of Lords for not drawing attention to the risks that led up to the banking meltdown in 2008:- “It may be that the Big Four carried out their duties properly in the strictly legal sense, but we have to conclude that, in the wider sense, they did not do so.” PwC were particularly singled out for not drawing attention to the risks of the Northern Rock business model.

In 2012, the Accountancy and Actuarial Discipline Board (AADB) of the UK fined PwC a record £1.4m for “very serious” misconduct  over its audit of JP Morgan Securities. At the time it was the heaviest fine ever given to a professional accountancy firm in the UK. Some comments on the above article:- “Auditors are so conflicted in their relationship with clients it is a joke.”, “Add at least one zero to the fine and it might start to be meaningful.”, “The elites are just letting themselves off… Theft!!”.

Corrupt and wrong, too big, too greedy. And, as revealed in The Great Tax Robbery: How Britain Became a Tax Haven For Fat Cats and Big Business by former tax-inspector Richard Brooks, unlikely to change. When the government (and opposition) considers any change in financial law, it consults PwC as part of the process.

Current questioning of PwC integrity in recent over-estimation of Tesco profits by £250 million 

Or rather a lot in PwC's case

Or rather a lot in PwC’s case

Right now, the integrity of PwC is once again being questioned in an ongoing investigation by the Financial Conduct Authority. “PwC has been Tesco’s auditor for over 30 years. For that service, Tesco paid PwC £10.4m in the last financial year – plus another £3.6m for other consultancy work. Of the 10 directors on the supermarket’s board… two are ex-PwC… Mark Armour, a non-executive director, and Ken Hanna, chair of the company’s own audit committee.”

Sanctuary Group – an exempt registered charity rip-off and everything that is wrong with greedy and hypocritical corporate Britain today

Craig Moule, Finance Director

Sanctuary Group is very fond of telling the world how successful it is, particularly financially. “The 95,000-home landlord has reported one of the highest levels of gearing – borrowing in relation to assets held – in the sector…  ‘in line’ with the landlord’s business plan and treasury policy. The landlord reported a surplus of £42.6m, down from £54.5m, from a turnover of £592.3m and built 1,481 new homes during the year.” (Inside Housing 1.10.14) There had been earlier reports of a £72 million surplus last year but this apparently included assets from the takeover of Cosmopolitan, which I believe have since been discounted. No doubt PwC are doing their job, legitimately or otherwise. (KPMG, another government-linked massive firm, have since become Sanctuary Group’s auditors… Tim, 2017)

SanctuaryGroup

 

The privitization of housing stock has happened quietly over the last thirty years and more. Large housing associations have become greedy money-making machines. All Sanctuary care about is money and building their property empire, make no mistake. They are right in there at the heart of the government, the financial establishment and even the Church of England. Local councils also seem to be quick to support Sanctuary, rather than those suffering as a result of their countless bad practices – in fact Sanctuary seem to be good at buying off all sorts of people. The publicity machine is often grotesquely dishonest. Sanctuary are a classic example of the amoral screw-you capitalism that has gradually taken hold over the last 10-15 years and longer. They do some good, offer some good services and help some people and communities – one would hope so with the millions of pounds they have and 11,000 staff. However, if more Sanctuary tenants were middle-class – with money to defend themselves (few Sanctuary tenants now qualify for legal aid) and/or with better education and/or more self-respect – Sanctuary would not last 5 minutes. There would be an outrage, as there should be right now.

PoundSignUKTo anyone out there who has been genuinely helped by Sanctuary – great stuff, you might be wondering what the fuss is about. All things considered though, this shambolic, scandalous, useless, uncaring, arrogant, rip-off corporate monstrosity of a company should be shut down immediately.

Fully supported by the government, Sanctuary’s tax-free, registered charity, “business model” stinks. Sanctuary are the lowest of the very low for making massive profits while continuing to abuse and exploit many poor and vulnerable people in our society. 

(Chief Executive David Bennett was made a CBE for services to social housing in the 2015 New Year’s Honours list – an absolute disgrace.)

Housing association complaints – no regulation of service quality!

This updated blog post on housing association complaints is for anyone who has had serious problems with housing association complaints, Sanctuary Housing and Sanctuary Group in particular. For more on serious complaints see 2019 blog Deaths, incompetence and lies – the multimillion pound housing associations destroying lives also 2016 post A nationwide scandal – Sanctuary Housing and the original 2009 post Are Sanctuary Housing Above The Law? and others here.

If you have had serious problems with Sanctuary Housing or Sanctuary Group, please join the independent facebook group Sanctuary Housing Independent Complaints Group – Countrywide, which has over 800 members (December 2016). It offers support and advice from others who have suffered at the hands of Sanctuary Housing – the incompetence, the frequent breaking of tenancy agreements, the threats, the lies and all the rest of it.

The information below is also relevant for complaints about other sometimes shockingly bad, usually very large, housing associations. Hyde Housing, Affinity Sutton, Metropolitan and Orbit are some that I have heard mentioned.

SanctuaryHousingIf you are reading this, you may already be familiar with the official procedure for housing association complaints, including Sanctuary’s. This consists of firstly trying to sort things out at a local level, then going through the housing association three-stage complaints procedure, then contacting a designated person (MP or local councillor). If all else fails, contact the housing ombudsman. In reality, for a large number of reasons, this process is not working for a very large number of people. The endless bureaucracy can be a complete nightmare and housing associations will often use every trick in the book to avoid taking responsibility for their poor services and sometimes diabolical treatment of vulnerable people.

An attempt to expose Sanctuary Group’s bad practices

poundsignukTowards the end of 2013 (prompted by the news that registered charity Sanctuary had made a “surplus” of £72 million – this was apparently later revised down to £54.5 million, once the acquisition of Cosmopolitan had been taken out of the equation) – I sent out a very carefully-worded physical letter to 34 contacts: Inside Housing, Private Eye, The Guardian, Homes and Communities Agency, 38 Degrees, Bureau of Investigative Journalism, Taxpayers Alliance, Shelter, the Public Accounts Committee, two Commons Select Committees, the then Housing Minister Mark Prisk and 11 other MPs. I focused on the following:-

poundsigns1. Illegal and morally questionable practices.
2. Repairs being done very badly, or not at all.
3. Many properties in very bad condition, sometimes unfit for human habitation.
4. Complaints going missing and being ignored.
5. Blatant lying and dishonest manipulation of language in order to deflect complaints.
6. Bullying, harassment and bad treatment of tenants, including the elderly and disabled.
7. Inadequate soundproofing.
8. Bad communication and a lack of consultation with communities.
9. The lowering of service standards as a result of Sanctuary takeovers.
10. Bullying and mismanagement of Sanctuary’s own staff.

Under each category I selected a few quotes from the 500+ comments on the blog Are Sanctuary Housing above the law?. I tried to include (nearly) everyone who had contributed up to that point. Although yet again there was no media interest, I had two lengthy replies, one from the Homes and Communities Agency and one from Margaret Hodge of the government’s influential Public Accounts Committee.

Replies from the Homes And Communities Agency (the social housing regulator, mainly concerned with financial regulation) 

Email: mail@homesandcommunities.co.uk  Website: http://homesandcommunities.co.uk

Postal address: Referrals and Regulatory Enquiries Team, Homes and Communities Agency, 1st Floor, Lateral, 8 City Walk, Leeds LS11 9AT

HACagencyInitially, the following reply gave me some hope:- “Thank you for your letter, sent to the Homes And Communities Agency and other organisations, containing a number of allegations about Sanctuary Housing Association… (We have) now considered the information you have provided and would like to invite you or others who have experienced difficulties to provide us with further information.” Carole Harrison, Referrals and Regulatory Enquiries Team, Homes and Communities Agency, 28.10.13

Several Sanctuary tenants sent extensive details of very serious complaints soon after – they were completely dismissed. On behalf of many tenants and others who have been badly treated by Sanctuary, I decided to have another go myself. In early 2015 I sent a carefully presented 80+ page document with extensive evidence (text, photos and newspaper articles which taken together represented 150+ Sanctuary tenants around the country) of illegal and immoral practices to a number of “authorities” and media. This included quotes from tenant-run Sanctuary facebook groups and detailed evidence of a fraud against the Scottish Housing Regulator by Sanctuary in Scotland.

The second reply from the Homes and Communities Agency was arrogant and completely dismissive. Why did they bother asking for further information if they obviously had no interest whatsoever?

Reply from Margaret Hodge MP and the Public Accounts Committee

Email: pubaccom@parliament.uk  Website: http://www.parliament.uk/pac

Postal address: Committee of Public Accounts, House of Commons, 7 Millbank, London SW1P 3JA

Margaret Hodge

Margaret Hodge MP, Chair of the P.A.C. in 2013

“My committee retains a strong interest in how the system of social housing provision as a whole is operating and I am grateful for the information you have provided… thank you for drawing these matters to my attention.” Margaret Hodge then went on to say that “the Homes and Communities Agency does not actively monitor social housing provider performance against, or compliance with, the consumer standards, responsibility for which rests with the Boards of social housing providers” Margaret Hodge, Public Accounts Committee, 6.12.13

Someone correct me if I’m wrong, but this is confirmation by the government that following on from the abolition of housing inspectors at the Audit Commission…

THERE IS NOW NO GOVERNMENT REGULATION OF SOCIAL HOUSING FOR THE QUALITY OF SERVICES PROVIDED TO TENANTS.

A selection of June 2016 tenant posts from the 700-strong Sanctuary Housing Independent Complaints Group on facebook

Truth“They are useless! Our house flooded today and none of them wanted to come help!”, “We get a newsletter and it seems to be filled with happy, content tenants. Not sure where they get these people from but it’s certainly not in any Sanctuary house I’ve ever known”, “I am appalled with sanctuary housing! If anyone is offered a house through them avoid at all costs!!…this is beyond a joke and i will make sure everyone is aware of how sanctuary actually treat their tenants!”, “So, adaptations were requested in February for my disabled three year old. They were signed off by sanctuary on March 28th but…. nothing. I’ve been calling for 10 weeks and each time I’m told they will send an urgent email to the housing officer but still nothing. My little girl can’t walk, they knew she was having surgery in March and would be in a wheelchair”, “I feel like I’ve been backed up against a brick wall, the bullying tactics sanctuary use”, “Today I heard that Sanctuary have taken over Housing 21. Why are they still taking more on when they can’t get the stock they have in decent shape?”

The relentless Sanctuary corporate PR machine paints a different picture

OhReallyFrom a June 2016 press release:- “Over 85,000 residents across England and Scotland have benefited from community investment and support from Sanctuary Group during the last financial year. The leading housing and care provider invested £1.55 million in community initiatives during 2015/ 16 to make a difference in communities nationwide. Under five strategic themes – employment, education, skills and training; health and well-being; community safety and infrastructure; environment and financial inclusion – Sanctuary’s investment has helped support more than 600 community initiatives with over 300 community groups…. Another key commitment for the Group is helping to reduce social isolation, particularly amongst vulnerable residents. 830 people have benefited through Sanctuary’s funding in the last year to help address loneliness and create more opportunities for people to feel more connected to their community.”

Why I am still writing blogs about Sanctuary Housing

SanctuaryHousingEven though I wasn’t a Sanctuary tenant myself, I had my life temporarily destroyed by Sanctuary’s useless, uncaring, arrogant and disgusting mismanagement back in 2007 and 2008. Intitially, it was all about an anti-social neighbour and non-existent soundproofing but the main problem soon became the utterly diabolical management of Sanctuary Housing. A total of eight employees (including Chief Executive David Bennett) and other contractors showed themselves up with various SanctuaaryGroupcombinations of incompetence, arrogance, blatant lying, blatant bullying and plain negligence. They lied and lied to our MP and the police, both of whom quickly saw through them. In the meantime, I lost my relationship, my home and almost my sanity. Months later, after threats from Sanctuary managers, I started a blog called Are Sanctuary Housing above the law?  As can be seen there, this company does an awful lot of harm to an awful lot of people. I have worked in supported housing, care homes and homeless hostels myself, so I have a pretty good idea of the difficulties that Sanctuary often have to deal with. They do SOME great work with people and communities, SOME of their properties are as good as the glossy Sanctuary PR pics. But they are also failing large numbers of people in countless ways and regularly trying to cover it up. In my opinion they have simply got too big TimBurnessand too greedy to function properly. Eight years on and with the help of the government and support from the Church of England, they are still expanding their property empire of 95,000 homes whilst badly letting many, many tenants and others down. No-one is stopping Sanctuary, a rogue housing association if ever there was one, or organizations like them.

(Sanctuary’s Chief Executive David Bennett was made a CBE for services to social housing in the 2015 New Year’s Honours list – an absolute disgrace.)

Sanctuary’s neglect of the elderly and vulnerable

The uselessness, lies, rudeness, threats, bullying and generally corrupt behaviour of Sanctuary Housing Group (includes Sanctuary Housing Association, Sanctuary Care, Sanctuary Management Services and others) over the last few years are extensively documented in a large number of personal accounts from people across England and Scotland on my previous blog Are Sanctuary Housing above the law? Sanctuary’s unprofessional and excessively corporate behaviour (at times, corporate fascism would seem to be a fair description) continues to affect many – tenants, relatives, students, property-owning neighbours, their own front line employees, and others. Over the last few months, there have been the following complaints in press articles from around the country:-

Maureen Cox, three months with no heating and asbestos

Maureen Cox, 76, three months with asbestos and no heating

Terry McGuire, 82, not on £310,000

Terry McGuire, 82, not on £310,000

In Oxford, a great-grandmother was found to be living without heating in a Sanctuary property with asbestos for three months (November 2013). On the edge of Birmingham, a CQC report revealed that Sanctuary Care, which owns and runs 60 care homes, had put residents ‘at risk of receiving unsafe care and treatment’ because of staff shortages (November). A Cambridge newspaper article: Family plead to be moved from their ‘hell hole’ Sanctuary Housing home (December). The Banbury Guardian had a woman’s three-year wait for house repairs and in the Hemel Hempstead area there were pensioners asking why a security light repair took four months (January 2014). Yes, I think we are getting the picture! Back in Oxford again, last month, a family’s possessions were taken to the tip after a garage mix-up and just a few days ago in Liverpool, a Wirral pensioner slept rough outside his doorstep after being evicted by Sanctuary.

David Bennett, Sanctuary Chief Executive on £310,000

David Bennett, Sanctuary Chief Executive, on £310,000

Whilst they may do great work in some areas, the above instances would appear to be the tip of the Sanctuary iceberg, as can be seen from other blogs here and elsewhere. This widespread neglect of the elderly and vulnerable is coming from a company that has charity status, that made a “surplus” (i.e. profit) of £72 million last year, a company that currently pays its Chief Executive David Bennett £310,000 per year.

They need to be stopped.

 

%d bloggers like this: