Do I have to pay for my annual gas service?
No, this is paid for by Sanctuary.

What can I do if I am not satisfied with my completed repair?
Ring the Repairs Customer Service Line on the free phone number 0800 781 4386. The operator will either arrange for the contractor to be recalled or for a maintenance surveyor to inspect the work.

You can also complete the repair satisfaction survey form as all returns are looked at and individually responded to. If you are still dissatisfied with the response you can make a complaint to the maintenance team who will investigate and respond promptly.

What repairs are carried out by Sanctuary Housing?
Sanctuary is responsible for the outside of the property, the main structure, the communal areas and any fittings and appliance we have provided.

Do I have to pay for any repairs?
No, not under normal circumstances. However, if a repair is necessary due to damage made by yourself or your visitors you will be expected to pay.



Can I claim for accidental damage to my property?
You are responsible for your own possessions, carpets, fittings etc and for internal decorations. You should take out household contents insurance to cover your possessions against loss or damage. We have a suitable scheme we recommend. Ask us for a leaflet and application form.
If damage has been caused by the negligence of our contractors, you should contact us to discuss the problem.

What about general maintenance?
All our properties are included in a rolling programme of painting to the outside of the property every 4-5 years. We also have planned programmes of major repairs from time to time. You will be informed of any improvement work planned for your area.