Sanctuary Reviews 

Have been on hold for over an hour waiting to pay £8 for a new front door Fob have answered all questions to 1st person who answered the phone and she has put me through to payments bet it wouldn't of took this amount of time if I was paying rent.

I called the repair team to report a problem with my toilet the service from the repair team was excellent as they sent out a plumber the next day to fix issue. The plumber Christopher knew precisely what the issue was upon seeing it and had all the required parts in his van to carry out the repair even though he found other issues upon starting the job. Overall a very friendly and professional service from start to finish and work carried out very quickly. Having been a Sanctury tenant for many years I can say that the staff they employ to come to the house to carry out any work are always friendly, helpful and knowledgeable and I have never had a problem with any of them over the years.

Sanctuary workers coming to our home damaging our communal hallways stealing from tenants. Yet there not interested. What a shock. Service charges are a joke too. We pay for maintenance but it’s all full of leaks nothing gets done they ignore all requests all one sided. Aslong as they get the rent and service charges there not bothered about peoples wellbeing. Poor service. I will be reporting again to environmental health.

I am very disappointed with the service provided by Sanctuary. Despite charging a high service charge, they do very little in terms of actual property management. The team is consistently slow to respond to emails, often taking an unreasonably long time to get back to residents. Communication and accountability are seriously lacking, and it feels like the fees are not justified by the level of service we receive. Significant improvements are needed in both responsiveness and the overall quality of management.

I beleave that the people answering the phone and taking the request or complaint with a bit more empathy as I have had to wait 4 months for this job had numerous people around to see the problem and still had not much response back until they sent the inspector who could see the property and the issues and got them addressed but then was given new issues with asbestos but I spoke to the inspector and he got it addressed but the office of repairs was stil giving different reasons not good

What went wrong..!!!
1) 11 years I have been a tenant in a flat owned by sanctuary housing in Falmouth, I can honestly say that not one penny of our £22 a week maintenance fees have ever been used on maintenance. I have black mould damaging all my wood furniture, clothes. But more importantly my lungs are damaged.
I've been reporting my upstairs neighbour who has been making my life absolutely unbearable, stalking me inside my flat listening to my private conversation then repeatedly repeating them causing my family friend's problems..lieing about to sanctuary housing local housing officer saying I'm antisocial, they have now been harassing me trying to bully out and make me homeless... I have been ignored and left for a extra two years with his behaviour getting to the point I sleep at a friends house or anywhere rather than come home.
My mental health problems are the worst they have ever been, my physical health is deteriorated badly...

Nice workman who are told to carry out repair but cannot because boiler I'd do old? Sanctuary won't give us new boiler to fix problem ? We are both disabled and we need our cold flat to be kept warm at all times but sanctuary don't care about elderly disabled people ? Only about money

1st appointment to measure windows that have blown, 2nd appointment to be fitted, no glass ordered, when re took measurements, wrong measurements in previous visit, 3rd appointment to fit glass, only 2 out of 5 glass fitted as wrong glass received waiting for another appointment.

I am a Sanctuary Housing renter in an older independent living building.I have had no bathing facilities other than a sink for over 2 months ! Even though a Sanctuary contractor confirmed the shower should be replaced.This was during 4 heatwaves. I have been told that I’m classed as high priority due to age and vulnerability. However The Sanctuary reporting process /System you have to use is very fragmented and follow up by Sanctuary is non existent. Their complaints department; I can confirm is very efficient and they do get back to you. However you can have a complaint upheld in your favour and yet 4 weeks on I still have not had the shower replaced. Or even been given a date. I do not think the Works department in this organisation is functional and this company should not be looking after the elderly. In conclusion I have had to go to a Veterans organisation to act on my behalf as I am now on meds for anxiety and depression. I would not recommend this organisation if you have any medical conditions or are vulnerable!!!!

My parents have now been moved out of their Sanctuary supported living flat for 4 months, yet Sanctuary keep taking money out of our bank account, despite numerous calls and emails. Complained 2 months ago and not got any response. Awful experience.

Full credit to CEO Craig Moule, Simon Clark (Group Director – Housing), and the CFO for a truly ground breaking approach:

2.9.25
Ignore repairs and water leaks (tenants have been without hot water since March 25).

Ghost all complaints (cheaper than answering the phone).

Pay fines to the Ombudsmen or solicitors? No problem — just pass them back to tenants through 'adjusted service charges.

If this is considered “acceptable leadership,” As good role models, I challenge the board and their families regardless of age, illness and disabilities to live without hot water themselves — if it’s good enough for tenants, surely it’s good enough at home.

A lot of strutting and preening on financial success. BUT ..The Regulator of Social Housing assessed Sanctuary at 'C2- Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed.'

Lo and behold ! Day I sent in review 29th Aug , I was contacted by a person regarding my complaint and access to property. Do we forget 6 months of no hot water, hundreds of ignored emails from all neighbouring
properties all affected by this failure to repair leak, no response to Citizen's Advice Bureau. I called and the person was not available ( how rarely does that happen at sanctuary?). Left message and contact information. Radio silence.

There was no communication from sanctuary to let us know they were coming. The repair guy kept calling my mother bab (find that rude)

Came to fix external door, removed some fixtures so it would lock but not all parts were available for him to fix the door
Also could not even sort fire doors out because of carpet. So do not shut correctly
Also booking in appointments are poor, they give you a date to fix, they come on that date if lucky just to look at problem

I have lived in a Sanctuary property for almost 2 years. I have honestly never experienced such a difficult company to deal with. Repairs take months to deal with, trying to speak to the housing manager is impossible (tried 6 times and got nowhere), witholding rent refunds despite being given all required details due to "we can't do it without a signature" nonsense whereas utilities and local authorities have done it without fuss and efficiently. The properties themselves are not maintained properly, infrastructure is outdated and potentially unsafe and their builsing managers usually left high and dry to deal with issues on their own. Sanctuary might have a large property portfolio but the investment into that portfolio is zero. Glad to be leaving them and would not recommend to anyone which is a shame as their building staff are awesome and deserve better than they get.

Yeah I used to work there, no surprise why they are universally hated. Conveniently located next to a police station for protection from the scary public backlash because they know we could assemble a small army every day to cause some problems! I have put that politely!

All they care about is sucking money off you, no care whatsoever about care for tenants quality of life.

I would enjoy entering government, make them owned by the taxpayer, not private tyranny. £750 a month, you get nothing in return ! I'm surprised the doors, taps, toilets are not coin operated on top of rent. Don't give em' any ideas.

I love to rag on this company daily, informing everyone I come across of my terrible experience. I wouldn't be surprised if they had their best mates at the World Economic Forum

This company is at the epicentre of "you'll own nothing and be happy"

Typical sanctuary, full of lies and the usual rubbish. After being told that the garage door replacement has been authorised and booked in for the 20th august. A workman turned up saying he’s here to repair the door but he hasn’t got the parts. We have waited for over 2 months for this to be replaced, not being able to access my vehicle or our freezer only to be told that we have to wait until 6th October. OVER 4 MONTHS OF NOT BEING ABLE TO USE THE GARAGE IS UNACCEPTABLE. The usual sanctuary attitude of not caring, using any excuse they can come up with. Absolutely despicable the way sanctuary treats its tenants!

Emergency plumber called for a leak under sink, left us with no water supply to outside tap which was working fine previously, called sanctuary about this and was told as it’s not an emergency they can send someone out in a month’s time.

We have had 3 contractors to do one job. All three arrived saying that they needed to order a part, yet this went on for over 3 months. Finally I had 2 contractors visit this week and they managed to get the job done. We have also been informed that as our shed has asbestos in the roof, it needs replacing. Someone came, said that he doesn't do asbestos and left. After a call to Sanctuary I learned that apparently the roof was replaced and Sanctuary were charged. We still have the asbestos roof. We also had another repair waiting since November 2024, and we are still waiting.

I have reported my floorboards for over 2 yrs. They come gave a look and screw a few down. The floorboards bang on my ceiling and knock chunks of plaster from the ceiling. My ceiling moves when u walk in the bedroom. 2 new ceilings I've had and it's still right.the guy said all done. Nothing has been fixed. Sanctuary are absolutely useless.

Sanctuary worker billy was very pleasant and helpful kept me up to date on what he was doing from start to finish thanks billy