Sanctuary Omdömen 

Getting repairs done is impossible. I reported a leaking radiator several months ago. I've had 2 appointments and both times nobody turned up. Sanctuary didn't even bother contacting me to tell me no one was coming. Their system and timescales are unfit for purpose. There's no respect for tennants whatsoever.

EDIT.

A CONTRACTOR TURNED UP WITHOUT WARNING THE DAY AFTER I CAME OUT OF HOSPITAL. MY WIFE EXPLAINED IT WASNT A GOOD TIME FOR THEM TO BE BANGING AND DRILLING AND ASK HIM TO RESCHEDULE THE APPOINTMENT AND INFORM US THAT HE WAS COMING IN ADVANCE. THE CONTRACTOR SUBSEQUENTLY PHONED SANCTUARY AND SAID WE HAD CANCELLED THE REPAIR SAYING WE DIDN'T WANT IT DOING. I ONLY FOUND THIS OUT WHEN I PHONED SANCTUARY AFTER SEVERAL WEEKS OF WAITING WITHOUT ANY COMMUNICATION. SANCTUARY PHONED THE CONTRACTOR WHILE I WAS ON HOLD BUT SAID HE WASN'T ANSWERING HIS PHONE SO THERE WAS NOTHING ELSE SHE COULD DO. WHAT AN ABSOLUTE COWBOY SETUP!

Sanctuary sent an official out to record repairs that were needed. I didn’t have to wait long and some of the repairs were done in one day. The work was done very quickly and efficiently and I am very satisfied. The remaining work requires different specialist engineers needed so will be done soon.

I have lived in my house since 2017, all was fine a little bit of mould around the windows however the fitted new windows, doors and then did new guttering around 5 years ago, since then i have had awful mould in 2 of the bedrooms, the bathroom window and all over the ceiling and around the kitchen window. I reported this multiple times and around 2 years ago the bathroom ceiling was treated with mould killer and redecorated. However the mould came back really bad over time. I reported this again multiple times but nothing was done. At the time I was pregnant and worried for my baby as this had made my eldest daughters asthma bad so she had missed alot of time off school. I have had 2 babies in this house both have had to be hospitalised due to croup and bronchitis which was made worse due to the mould. I opened a disrepair which had a surveyor for sanctuary and my solicitor and was told the mould was due to condensation, poor insulation etc so we got to the point of compensation, sanctuary tried to get the repairs that were raised done but I refused as they hadnt settled yet. Between the solicitors and sanctuary we came to an agreement to settle out of court for £2100 i only settled because I needed the repairs to be done as soon as possible due to my baby constantly being poorly ( he is a year old and has had bronchitis twice but constant snotty noses which cause him distress) Sanctuary paid a part of this to my rent account baring in mind they are paid monthly in arrears so paid 2 days before the rent was due to be paid so im £560 down but have yet to the pay the rest even though they have told my solicitor they have paid it and it was processing but yet my solicitor hasnt received a penny nor had proof of this payment along side an up to date rent statement which they have asked for. This has been the worst housing association I have ever dealt with, its not right that they ignore the law when it comes to mould and will do anything not to pay out when its actually the right thing to do.

I have never known such a bad landlord . It took 7 months to replace my bathroom sink that was leaking and had to have a bowl underneath . I have had the roof repaired twice over the last 6 years and this winter it was covered in mould it took them so long to do it with all the red tape that all my bed, furniture and walls are going mouldy along with my clothes smelling foul of damp . I had to go to environmental health before anything was done and they finally did a mould wash on the 13th January and in the new law Awaab,s Law they are supposed to begin the repairs within 5 working days.
They still haven’t started them . Their attitude is shocking .

As usual take over 9moths to get 2 taps repaired. Still waiting for a fence replacement for over a year and a wet room cos of very bad health and mental health issues.
They really don’t care just keep talking money and absolutely no service

Have sanctuary in for 2/3 weeks! I have to say in the past it's been very negative experiences but thus far great, friendly prompt service. Had a heating check today and a kind man named Asam Mohammed fixed my toilet radiator that hasn't worked the whole time I've lived here! 4+yrs! He didn't have to as was only here to service the boiler! We need more sanctuary workers like these ones! Very much appreciated

3rd leak in my water tank as of tonight. Been told it’s not an emergency yet again, this is unacceptable leaving people without hot water yet again this isn’t the first time since I’ve been in my home now within the space of 16 months I’ve been here this is my 5th time without any source of hot water my boiler is very old and unreliable my water tank is clearly giving up due to the age of it. Sanctuary housing do not seam to care. It needs replacing it’s had enough I’ve had to contact environmental health for the 4th time since I’ve been here next step now is to serve sanctuary housing to go to court. This isn’t my only repair that needs to be done at my home they do not care.lies after lies anything just to get you of the phone. They say one thing do the other. Will they ever learn I doubt it. This is neglect and breach of contract and my human rights. They state they don’t do emergency repairs on the weekend. What a joke. You don’t do any repairs what so ever.

We reported a rock hitting our house that had been thrown up from a freight train passing. We live along the trainline in Gobowen where there is only the railways boundary fence in place.
We got in contact with Sanctuary about the incident and threat to our safety. They assured us they would put safety measures in place for us. On the 26th Feb 2026, one of their workers arrived with nothing other than netting and a few cable ties. He was instructed to cover the railway boundary fence with this. We are in shock and utter disbelief to be honest. How is this supposed to keep my family safe? We are scared to live here and now won't be able to enjoy time in our own garden. I'm disgusted and upset that this is all they could do for us. We now know they don't value or prioritise safety of their tenants. Big Shame Sanctuary!

I have always found Sanctuary repair service very efficient. With pleasant courteous personnel. Always a 5 star service

I have had a problem for 7 months and have found it almost impossible to contact anyone most of time. People that I have dealt with are suddenly no longer available and departments no longer exist. All phone numbers divert to a main number and when they put you through it doesn’t get answered. Emails bounce back with automated replies. Nothing gets done unless I chase it up and the problem is still ongoing. It is not up to me to coordinate between sanctuary and their chosen suppliers. I have contacted their complaints department but after 4 days have heard nothing they say they will contact within 5 days we shall see.

You need a "zero star" rating for this company! Since they took over our residence we have had so many problems and absolutely no response from the company. Appointments made but never shown up. Calls ignored and unanswered.

It’s worst ever flat I’ve ever lived in they are absolutely horrible housing people, two years I didn’t have hot water in the flat and leaks from every where in the flat, honestly I feel traumatised and my mental health drained
And every time they gives us an appointment to fix the issue, they coming have a look and than they disappear for couple months and they done it many times

Took 6 months to let me get an exchange from their property in Ashby de la Zouch (anti social behaviour, no proper heating, 1970s bathroom), because they couldn’t be bothered to sort it with EMH. The housing officer was supposed to meet me at 9am but repeatedly arrived late at 10am to her office as ‘she was stuck in traffic from Birmingham’ well leave home earlier then you’re getting paid from 9am!! Housing a dubious convicted character above their office too , overlooking family homes; putting kids in danger .

Been a tenant for over 4 years and have the neighbours from hell. Sanctuary do absolutely nothing about anti social behaviour, illegal behaviour. Bad enough trying to get a repair done. I HAVE REPORTED MOLD DUE TO FAULTY DOOR. SORRY SOMEONE WILL CALL

WAITED 9 months an no call surprise surprise. Called myself again and oh we can repair that. Why have I waited for months, can’t wait to get off the phone. Neighbours drug deal from the house and they could not care. All you get is sorry I will pass on to area office - they can be arsed doing their job to any fit level

Sanctuary housing is the worst housing association,DONT do a mutual exchange with them because you won’t get anything done even with an occasional therapist report!! The work men are only odd job men,NOT professional trades men!! I am in the process of legal advice as I’ve been in this mouldy damp house for 14 months,my daughter has suffered chronic asthma attacks and my own health is very poor due to the stress sanctuary have caused me! They say on their website they do adaptions within 28 days,I’ve waited 12 months,even though my occupational therapist report and personal information has been sent in dozens of times and 3 housing officers have taken pictures,it’s also been emailed dozens of times and yet nothing gets done!! Kitchen can’t be used,mould repeatedly growing in every decorated room twice over,rubbish not cleared as promised by 3 housing officers!! Leaking water from roof and gutters,overgrown trees,so no sunlight in garden,the roots of trees are making houses move ,just please don’t come to a sanctuary property for your own sake and health!!

Sanctuary s. Repair team are absolute rubbish

If you have the choice, DO NOT go with this housing association. Their antisocial behaviour policy is appalling. They don't really care how their tenants behave as long as they get their money. Housing officers are useless & even senior managers lie to the police, MP, council depts & other agencies to downplay serious antisocial behaviour situations.

Their online portal is easy to navigate & make complaints but if antisocial behaviour complaints, you will get a generic reply saying, "We are sorry you are experiencing antisocial behaviour, the housing officer will be in touch in due course." Well, 9 times out of 10, he won't be. Out of 60 or 70 official complaints in the past 5 years, regarding upwards of 200 incidents, 20 police crime numbers against 2 tenants (still here), NO formal action taken against either of them.

I know it's difficult if you're desperate to be housed but if you can, avoid this housing association unless you want the potential to have your mental & physical health ruined.

just out tape around my window that has a huge gap
i have another window in same room that doesn't open, didnt do a thing to it

The surveyor came to my home and saw how bad the Mould was coming through the paper and wet walls and dripping Mould under the window he told me to get on with it as my rent is low were i live I cried my eyes out when he went and rang my mum very upset then an email came through saying I ripped a piece of wall paper off and a little mold because I ripped it i peeled it back to show him underneath was black mold and when I replied to the email with all the photos and videos 2 men came straight out ripped the whole wall of wall paper off as the mold was all over the wall treated it and painted it as they couldn't believe how bad it was the 2 guys were outstanding so that surveyor caused me so much stress tears that 1 of my psychology therapy sessions i did not stop talking about it so he took my head space of trauma to him adding to it surveyor for sanctuary housing

Since being with sanctuary, we have had nothing but positivity. Prompt answers on the phone, Prompt repairs and on time. Done right. Helpful friendly staff. Got through on the phone easily. Great 👍