Sanctuary Housing complaint?

Do you have a dispute or a bad customer experience with Sanctuary Housing? Report it through our website to maximize the chance of getting it resolved.

We help you write an effective complaint in minutes. Our AI models are trained on thousands of effective complaint letters. Then we push it through emails, social media, paper complaint letters and other tools at our disposal. And you are not alone: our helpful community is there for advice.

Call Sanctuary Housing on 0800 131 3348 for general enquiries, or use the number for your regional team, which Sanctuary lists on its contact page along with a region checker. Non-urgent repairs go through the online repairs webform, and the Customer Hub handles emergency repairs around the clock. Homes in Scotland are run by Sanctuary Scotland, which has its own website and contact details. Have your address and tenancy reference ready, and ask for a reference for every repair or complaint.

Emergency repair or a service charge to raise? Start your complaint here as well: we push it out to Sanctuary Housing by email, social media and printed letters.

The Sanctuary Housing complaints procedure has two stages. At stage 1 Sanctuary aims to respond within 10 working days; if you are not happy with the outcome, you can ask for stage 2, which it aims to complete within 20 working days. Make the complaint by phone, through the complaints page on the Sanctuary website or in writing, say that it is a formal complaint, and set out the dates, reference numbers and the outcome you want. Tenants of Sanctuary Scotland follow the complaints process on the Sanctuary Scotland website.

Leak, mould or a repair left unfinished? Open a case with us: our trained AI keeps coaching you on what to reply to Sanctuary and when to ask for stage 2.

To complain to Sanctuary Housing about a neighbour, report the antisocial behaviour to Sanctuary on 0800 131 3348 or to your regional team, and ask for a case reference. Sanctuary usually treats a report about a neighbour as an antisocial behaviour case, and the complaints procedure is the route if you are unhappy with how it handles that case. Keep a dated diary of each incident, with the time, what happened and who saw it, plus any photos, videos or messages, and note every call you make about it. If anyone is in danger, call the police first.

Yes: for Sanctuary homes in England, the Housing Ombudsman Service covers complaints about repairs, charges, antisocial behaviour and complaint handling, as Sanctuary Housing Association is a member of its scheme for social housing providers; for homes run by Sanctuary Scotland, the Scottish Public Services Ombudsman (SPSO) covers complaints about housing associations in Scotland. Both generally expect Sanctuary to have had the chance to put things right first, so keep a record of every call, email and reference number.

Repairs promised and not carried out? We help you write the complaint in minutes through our complaint process, drawing on thousands of complaint letters that actually worked.

Nothing has been reported about Sanctuary Housing here yet. Our research shows what typically goes wrong at large housing associations: repairs that are slow to be booked or need repeat visits, damp and mould, service charge and rent account errors, antisocial behaviour that is not resolved, and calls passed between regional teams and departments.

A service charge you cannot reconcile, or mould that returns after every repair? Be the first to report it, and your case becomes the record the next Sanctuary tenant with the same problem can point to.

Your complaint gets its own public page on Complain.biz and we get to work: we bring it to the attention of Sanctuary Housing through emails, social media, paper complaint letters and other tools at our disposal.

And we stay with it after you file. Our trained AI opens a case file for you and keeps coaching: what to reply, when to push again, and how to escalate if nothing happens.

Yes. We have an active community of consumers, and complaints here are public: people who ran into the same problem with Sanctuary Housing can give you advice or back you up with their own story. A complaint with a community behind it is much harder to overlook.