Sanctuary Reviews 

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

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

On the 27th and 28th of May, 3 Sanctuary gas engineers attended at my uncle's home to replace his broken boiler, and in addition, fixed his kitchen sink.

These Sanctuary employees were excellent, kind, respectful and professional; employees the company should be proud off. It is a shame that some other Sanctuary employees do not present themselves in the same way.

We became tenants of Sanctuary back in October and have been very happy. The house was excellent, great fixtures and fittings, lots of space and a big garden. The repairs we’ve needed were dealt with in a timely manner, were easy to report, the engineers always let you know when they’re coming, always arrive on time, and are friendly, professional, knowledgable and competent. The customer service team are also responsive and understanding. We are very happy tenants, and our rent is very reasonable - much bigger house than our last and much cheaper too - and a better service. We were with BPHA before who were appalling.

SANCTUARY HOUSING AND THE PEOPLE THAT WORK FOR SANCTUARY HOUSING SHOULD BE SHOT THE RUBBISH THEY COME OUT WITH IS BS PEOPLE WHO HAVE AUTISM GET TREATED BY SANCTUARY IS DISGUSTING SACK THE LOT OF THEM ALL A BUNCH OF DO GOODER