You can report a repair at any time that is convenient to you and we will send the order to the contractor at the start of the next working day.
The Customer Service Centre is staffed 24 hours a day, 7 days a week, including weekends and Public Holidays. This means that whatever time of day you call the Centre, Sanctuary staff will handle your query.
However, we would ask you to remember that we only consider an emergency to be:
- A serious threat to health and safety, such as a gas leak or dangerous electrical fault
- Major damage to the structure of the building
- A serious security problem, such as a door that cannot be locked
- Total loss of essential services, such as water or electricity.
We will help you through the process of containing an emergency and call a contractor to assist where applicable.
Regional repair numbers:
| Hertford Housing |
0800 916 1460 |
| Sanctuary Scotland |
0800 781 4382 |
| Sanctuary Midlands |
0800 781 4825 |
| Sanctuary North |
0800 781 4368 |
| ASRA Midlands |
0800 131 3357 |
| Shiregreen, Sheffield |
0800 093 0193 |
| Sanctuary Shaftesbury |
0800 916 1525 |
| Riviera Housing Trust |
0800 916 1433 |
| Sanctuary London & South East |
0800 781 4726 |
| Sanctuary Hereward (East) |
0800 916 1450 |
| Commercial & Market Rent |
0800 916 1460 |
24hr Text Numbers
These numbers are to enable people with hearing impairments or any other disability to contact us.
| Hertford Housing |
07768 323 547 |
| Sanctuary Midlands/ASRA Midlands |
07785 772 834 |
| Sanctuary Scotland |
07768 323 547 |
| Sanctuary London & South East |
07785 772 617 |
| Sanctuary North and Shiregreen, Sheffield |
07717 816 793 |
| Sanctuary Shaftesbury and Riviera Housing Trust |
07795 265 843 |
| Sanctuary Hereward East |
07824 609 749 |
Minicom phone number: 01482 580576
Reporting a repair process:
Your responsibilities with regards to repairs
You have the following general responsibilities to:
- Keep your property clean and in good decorative order
- Take reasonable precautions to prevent damage once a repair fault has been identified
- Allow us into your home to carry out any repairs or inspections that are necessary
- Report any criminal damage or vandalism to the Police and get a Police Crime Report Number (not an incident number
You are also responsible for certain tasks:
- Repairing anything that belongs to you including pipework, wiring etc
- Replacing keys when broken or lost
- Repairing or replacing locks when keys are lost or when locked out
- Fitting and repairing new door bells
- Fitting additional locks
- Replacing broken or cracked glass
- Resetting trip switches
- Replacing fuses, light bulbs, tubes and starters
- Clearing blockages in wastes and toilets
- Rewashering taps
- Replacing toilet seats
- Replacing bath, sink or basin plugs and chains
- Sweeping chimneys regularly (once a year) if used for solid fuel fires
- Taking action to prevent and control condensation
- Replacing hinges, catches, handles, locks etc on internal doors or cupboards
- Repairing decorative defects on walls or ceilings e.g. hairline cracks or picture hook holes
- Replacing any floor covering provided by us
- Refixing or renewing wall tiles
- Keeping ground-level gullies clear
- Replacing clothes posts, clothes lines or rotary driers (unless shared with others)
- Testing and replacing batteries in battery operated smoke detectors
- Providing dustbins (unless commercial)
- Putting up TV aerials and satellite dishes (you need our permission to put up satellite dishes)