Sanctuary Reviews 

Waited over 6 months for a serious sewage problem to be sorted ended up sorting my self sanctuary would not help with cleaning or furniture removal ended up costing a small fortune just to get the contaminated furniture out as I am 70 and hire someone also the cleaning was left to me would not recommend sanctuary housing to anyone the Estimated time to do any big repairs can take up to a year

Antisocial behaviour extreme .
I have been living away from my Sanctuary property for 7 weeks now.. Sofa surfing and keeping myself and my Frenchie safe.
The neighbors there exhibit extreme antisocial behavior on a daily basis.
ARSON THREATS
SELF-HARM.
DRUG and ALCOHOL ABUSE.
PROBATION VIOATION.
CHILD ABUSE....(Well documented)
Dogs defacating daily and not picked up.
Loud music.
Fly tipping.
Assults.
Domestic abuse.
Intimidation and aggressive behaviour
Loud arguments.
Its hard to believe with so many red flags absolutely nothing has been done to address this problem.
Despite Police and Social Services involvement.
The man has a long history of violence towards women and the arson theats were taking seriously as to the Fire Brigade dispatched to my property for my safety.
I wouldnt have believed that a association has little to no regard for its existing tenants
I have lost 2
stones in weight due to anxiety and feeling constantly unsafe in ny own home.
Constantly threat scanning and living in fear is no joke.
No safeguarding protocols seem to exist with Sanctuary.
They want their rent and thats as much as you will get from theae people.
One time a housing officer met me away from the property for my safety...i had a village agent present however the Housing officer informed the aggressors she was meeting us! So much for safety.
It was at this point i realized this "lapse" on Sanctuarys part could aggravate the situation.
Also that they dont try to resolve anyything whatsoever across the board.I have a tent which i can pitch for the rest of the summer.
I have factual documentation confirming all of the above.
Ignored! Ignored! Ignored.
So disheartening to pay rent and bills for a property i have too much fear to live in.
Silver lining as the weather is so glorious i.d rathèr live in a tent with my dog and have Peace of Mind.
I must reiterate that The Village agent who helped me was absolutely amazing.
I hold this lady in high esteem.
However...due to a lack of Professionalssm and a total disregard for anti social behavour ...
I continue to live away from my home..
The aggressors continue to thrive.
It seems Crime does pay if you are an expert at playing the System.
Wish me luck.

Hot water or heating for nearly 5 yrs as ex partner left property as signed saying not living at address, so no work has been done as can't speak to me ,even though have two numbers for myself, not once called me back . Just had a form saying repairs completed??? How still no hot water or heating, Two Asthmatic children, im also chronic Asthmatic . Not happy with sanctuary housing at all in anyway . Even went as far sending court threats as no access to house 5 days after engineers first came out regarding gas to house ???? No rent arrears, im on tenancy but they still choose to try contacting ex partner, which hasn't lived here for 6 yrs .

i have severe water damage due to a contractor and no one will repair it

Again one star too many, 1st July 2026 Visit from local housing office, They have a new manager (Rob). He Said he came, to visit me on the 11th of June at 4.00 pm, He contacted me after two weeks, he said he knocked on the door and no answer ( HE NEVER CAME AND I TOLD TOLD HIM WE HAVE GOT CCTV AND A RING DOORBELL) ANOTHER PORKY PIE HE TOLD ME,
I have been looking forward to the visit so why would I ignore it,
He come out on the 1st July at 3.30 pm and Guess what he managed to find us and surprisingly we answered the door, Because he actually came this time.
We asked him what he knew of the last 22 years of drug dealers and ASB, and he said he knew nothing about it, So I said what have you come for (got no answer from him). he wrote some notes down, So we wait to see what happens next,
The Lady who wrote to my doctors and said I have dementia or mental health issues, has moved to a different area , ( so that area will also have Dementia or mental heath issues) I played my listening device with banging on the wall, AND ROB SAID IT COULD BE ANOTHER HOUSE, Their is only that house attached to me.
I asked him if sanctuary had kept all the 22 years of me reporting , and he said he knew nothing.
What did he come for then,
On the why out I showed my CCTV and ring doorbell, I asked if he did come on the 11th June and he could not remember

I DO NOT HOLD MUCH HOPE THIS WILL GET SETTLED ANY TIME SOON

I was offered a place by sanctuary. And they have messed me about very badly yes you can have it no you can't yes you can I'll call you Tuesday 2026 June to sign you up. OK cool then an hour later he calls me back. Oh I'm really sorry but I've messed up you cannot have the flat. But i promise you 100% I'll find you something else. What crap i had to call him the job's worth and he told me sorry nothing available what a load of crap. Very bad I'm thinking of naming and shaming.

Absolute. Worst. Management. They don't take any responsible for broken lifts and intercoms for weeks or months on end. Avoid living in any of the building managed by sanctuary at all cost.

I have been a tenant of Sanctuary Housing for 10 years, and until recently I had never experienced the level of poor workmanship, lack of communication, and lack of care that I have over the past year.
Sanctuary moved my family into this property because we were overcrowded in a two-bedroom flat with children. Instead of improving our situation, we have been left dealing with an ongoing rat infestation and damage to the property that has still not been permanently resolved.
Despite making multiple complaints about the infestation, the damage allowing rodents into the property, and the conduct of a staff member, I only received one response covering five separate complaints. This left many of my concerns unaddressed and made me feel that my complaints were not being taken seriously.
Temporary repairs and repeated visits have not solved the underlying problems. The workmanship has been substandard, and my family has had to continue living in unacceptable conditions while waiting for an effective, permanent solution.
As a long-term tenant, I am extremely disappointed by the way Sanctuary has handled this situation. I expected much better from a housing association responsible for providing safe, secure homes. I hope this review encourages Sanctuary to improve both the quality of its repairs and the way it treats tenants who raise serious concerns.

I would give 0 stars if I could.
Finally got a visit to replace our boiler guys turned up 12 o'clock with excuse why they were late and were gone at home time both days (Thursday & Friday) said someone was be here Monday,leaving us in a mess and with no hot water.
We were expecting them back Monday to finish the job however when I rang up to ask if someone was coming to finish the job the call centre guy( who was very nice and helpful) couldn't get me an answer he said he would fin out what was happening and get back to me.
He told me the manager had said they wouldn't be able to do it for another week.
Absolutely disgusting if they did a full day it could have been done.

Sanctuary manages the affordable housing on our new build estate on Builyeon road South Queensferry, Edinburgh . They have failed to do basic repairs to the flats communal bin cupboard and now there is rubbish exposed on the street attracting pests. This is a really nice, new , street. I can only imagine what their housing practices are like in other areas of the country

Perfect !!!

I’ve trouble experience with sanctuary if I call for a repair they give me appointments for a months and when they come and check they give another appointments a few weeks or months sometimes they change the appointment date

They never turn up, No communication ever. I missed one gas check once and they threatened eviction. Terrible terrible terrible

Good communication, good competent staff, clean and efficient. The maintenance men have been here three times and have all been first class. Couldn't ask for better.

I have to say that sanctuary have been amazing! We moved into a our new home 7 weeks ago and have needed to report alot of repairs that needed doing and sanctuary have quite literally been fantastic at communicating with us and getting the work done quickly and efficiently.

Worst housing association in the UK
Poor housing poor customer services and repairs but the biggest problem of all is : Anti Social Behaviour they don't do anything about it and will let you suffer for years on end until you struggle to move house..avoid them.
They didn't care about our suffering and side with the perpetrators making you move out, not them !

I've been waiting for sanctuary housing to do repairs to my flat for 6 months now after water damage damage interior walls If I Haven't turned up on the arranged dates On top of that I've got a complaint lodge with them stage 2 I called in yesterday at 4 PM At 10 to 6 last night they cut me off Today when I called in I found that they actually shut at 5 o'clock so they'd left me on a phone for nearly an hour even Even though the phone lines were shut So I'm founding today to speak to the complaints department again I've now been on hold for nearly 3 hours The very fact that it was taken Matt long and there's still not answers shows both The credibility and professional ethics It also shows just how bad as a company they are but after 3 hours you still can't get through to the complaints department I really can't wait for the stage 2 period of time to be up so that I can get the ombusman involved because after speaking to solicitors I've got Repeat evidence of sanctueries Repeated breach of contract So the last 2 days I've spent nearly 5 hours trying to get through to the complaint department to deal with damage that they are responsible for in the first place And are quite clearly trying to duck If I could give less than one star I would And the truth is I am so looking forward for the time period to be up on a complaint because at that point my hands are no longer tied and I'm gonna crucify them for Repeated breach contract and lack of professional ethics

If you enjoy administrative endurance trials, contradictory information, and the unique feeling of shouting into a void that occasionally sends you a generic email reply three weeks later, then Sanctuary Housing Association may be the perfect match for you.

My experience felt less like dealing with a housing provider and more like participating in a slow-motion escape room where the only prize is another unanswered complaint form. Communication arrived with all the urgency of a fax machine in 1997, and clarity was treated as an optional extra rather than a basic service.

Every interaction seemed to generate a new layer of confusion—like a bureaucratic matryoshka doll, except none of the dolls contain solutions, only “we’ll get back to you shortly” messages that age like museum exhibits.

The only moment of genuine energy in the entire process was deciding to take legal action for £15,000. Ironically, that was the first time anything resembling responsiveness entered the chat.

If consistency is what you’re after, you’ll find it here: consistently delayed, consistently circular, and consistently impressive in its ability to turn simple issues into long-running sagas.

Would not recommend unless you are actively studying frustration as a discipline or collecting examples of institutional inertia for academic purposes. I am still waiting for a response to a complaint I have made seven times.

Sanctuary Housing UK is not to be confused with NSW based HomesNSw provider Sanctuary Housing NSW Pty Ltd - please read all reviews mindfully