About us

With around 70,000 homes in England, Sanctuary Housing is one of the UK’s leading social landlords.

With more than 40 years’ experience in housing, providing good quality, affordable homes is at the heart of everything we do.

As a not-for-profit organisation, we reinvest any surplus we make back into the local community, look after our homes, improve services and make the communities we serve a place people are proud to call home.

Our residents play a vital role in helping us shape the way we work by challenging our performance and making suggestions about how we can improve.

A mature resident stands in her beautifully landscaped front garden.

Your standards, our commitment

We’re committed to delivering services to the standards you expect. By talking to our residents, we’ve developed the following service offers you should expect from us.


  • If you have an emergency repair, we will respond to you within 24 hours. If your repair is not urgent, you will be offered a morning or afternoon appointment.
  • If we fail to fix your repair on the first visit to your home, we will give you the date of a further appointment.
  • We will make sure your home is safe and compliant with health and safety law.
  • We will make sure your home is repaired to a decent standard.


We will make it clear to you what to do if you experience antisocial behaviour. We will also respond within one working day if you report a serious incident.

Moving home

If you want to move home, we will help you identify the options to meet your needs.

Customer service

  • We will make it easy for you to contact us if you have a problem, or want information or advice.
  • If a staff member cannot resolve your query immediately, they will explain the process and the timescale for resolution to you.
  • If you have a problem, we will keep you informed regularly of how we are dealing with your query or complaint, and the reasons for any changes.
  • If you cannot get through or you leave a message, then someone will call you back within one working day (Monday-Friday).
  • We will provide training for staff to ensure they are competent, knowledgeable and treat you as a valued customer.
  • Information on the level of service you can expect from us is available on the website.

Value for money and governance

  • We will provide an annual assessment of performance against plans and objectives.
  • We will comply with all relevant regulation and legislation, and remain accountable to our residents and partners.
  • We will use external credit rating companies to check our performance and make sure we continue to be financially strong.
  • Our Group Board is committed to effective leadership and controlling the organisation and supporting residents to shape and scrutinise the services we provide.

Scrutiny Panels

These panels make sure we’re delivering our service offers on-time and within budget. We recruit local residents to examine our progress and make sure we’re accountable to all of our residents.

They meet four times a year and residents taking part receive full training and expenses.

For further information:

A row of Sanctuary homes with smart railings, black front doors, porch lights and ample parking.

General rented

General rented housing provides affordable homes for people on low incomes.

The rent for a general rented property is lower than the rent on properties available through private landlords.

There are many different ways for people to rent a property from us, including:

  • Through your local authority

    Most of our homes are let though local authorities. The best way to rent a Sanctuary home through your local authority is to join their housing list.

  • Directly from us through our needs-based housing allocations system

    We hold our own waiting lists for properties in some areas of the country.

To be able to join our housing list and be considered for these properties, you must meet our criteria for rehousing. Our criteria and application process is detailed in our 'Guide to applying for housing' below.

Your responsibilities

All residents sign a tenancy agreement before they move in to their home. This sets out what we have to do as a landlord to keep your home in good repair and to look after you as our tenant.

As a resident living in one of our properties, you too have certain responsibilities. Your tenancy agreement provides your full responsibilities, but in brief you must:

  • Pay your rent on time.
  • Live in harmony with your neighbours.
  • Keep the inside of your home in good order.
  • Maintain your private garden if you have one.

Please read your tenancy agreement carefully to make sure you know your responsibilities. If you break them, we may have to consider ending your tenancy.

Moving within Sanctuary

If you are already a Sanctuary resident and your housing needs change, we may be able to transfer you to another home.

For more details on our criteria and transfer application process, please see our Guide to applying for housing (PDF 319KB). You can download our Sanctuary Housing transfer application form (PDF 209KB) or you can make an application over the phone by calling 0800 131 3348 or 0300 123 3511.

If you are already a resident within social housing, you could consider swapping your home with another social housing resident through a mutual exchange.

Mutual exchange is often the best way to obtain the house you want in your chosen area.

To find someone to exchange your home with, register on www.homeswapper.co.uk (this link will open in a new window). This is a free online service for our existing customers and will help you find other residents who are also looking for a mutual exchange.

For more information, you can download our Mutual exchange leaflet (PDF 2.16MB) or contact us by calling 0800 131 3348 or 0300 123 3511.

For further information:

  • For details on how to apply for housing in your area, please call 0800 131 3348 or 0300 123 3511

A view across manicured gardens and trees to Sanctuary flats.

We also provide other types of housing options which may be more suitable for you, including:

Home ownership

It can be difficult for first-time buyers to get a foot on the property ladder. The continuing rise in house prices and the larger deposits required to get a mortgage can make buying a home seem impossible.

But if buying on the open market isn’t an option for you, there is another way to become a home owner and that’s through a home ownership scheme.

We have home ownership properties of various types, including shared ownership, homes bought under various right-to-buy legislation and retirement schemes.

We can help you find the home you need and the home ownership scheme that's right for you.

For further information:

Retirement living

Sanctuary's retirement living schemes provide older people with high-quality accommodation and support services, allowing residents to live comfortably, securely and independently.

Residents have their own self-contained accommodation and access to a range of additional services, including support from dedicated housing staff and a 24-hour emergency alarm system.

For further information:

  • Please call 0800 131 3348 or 0300 123 3511.

Care homes

Sanctuary Care provides homes with a wide range of high-quality care options for older people, including residential, nursing, respite, palliative and specialist dementia care.

Registered with the Care Quality Commission, Sanctuary Care is a professional organisation with an excellent reputation for providing care support and services.

For further information:

Extra care

Sanctuary Extra Care is a very different way to get the care and support you need in your own home.

Our purpose-built Extra Care developments offer you a spacious apartment to rent or buy, with superb communal areas and facilities. You can remain as independent and active as you like, pursue your own interests, socialise with others or simply enjoy private time to yourself - with the peace of mind of 24-hour care and support that you can access any time you want, now or in the future.

For further information:

Sanctuary Home Care

We understand that there’s no place like home, so Sanctuary Home Care was established to provide support and home care services to help people stay as independent as possible within the privacy of their own homes.

Our highly-trained staff deliver a wide range of care and support services designed to meet your individual needs.

As well as providing personal care and support, we also offer specialist services such as rehabilitation, intermediate care and childcare at some locations across the country.

We care for all our customers with the utmost dignity, respecting their rights and choices.

For further information:

Supported Living

Sanctuary Supported Living provides housing and support services to more than 6,000 people across England. We provide support for people who have mental health needs, a learning or physical disability, younger adults, those who have experienced homelessness and people who face losing their home due to personal crises.

We offer supported living services to "enable people to live independently and achieve their personal goals" whether that is to get a job, have their own home or make new friends.

We work closely with local authorities and directly with residents to design and deliver a tailored range of specialist support services, such as move-on options for homeless people, housing for people with learning disabilities or self-contained flats and floating support services.

For further information:

Market rent

Market rent properties provide rented accommodation to residents who do not qualify for subsidised housing, but want the assurance of renting from an experienced and reputable landlord.

Sanctuary has a number of market rent homes available through Hertford Housing.

Prospective residents will need to demonstrate they can afford to pay their rent and must have a satisfactory credit rating to qualify.

For further information:

Key worker accommodation

Sanctuary Housing Services Limited provides key workers, such as nurses and doctors, with affordable homes close to their place of work.

Our experienced team works with NHS Trusts, so they can offer convenient local quality accommodation and services.

For further information:

Intermediate rented

These residential properties are let to tenants at rents below market rent – usually 80% of that figure. Such properties are generally suited to people in work that are looking for starter accommodation.

For further information:

  • Please call 0800 131 3348 or 0300 123 3511.

Residents enjoy a game of badminton.

Corporate Social responsibility is not just a corporate phrase; it’s the way Sanctuary has been doing business for the last 40 years.

We are committed to running our business in an ethical and socially responsible way to ensure we contribute positively to the neighbourhoods we work in.

The way we work applies to all areas of our business including our residents, our staff, our partners and our suppliers.

Further information:

Three children sitting happily together on the sofa in their living room.

We understand the importance of developing and maintaining a culture that recognises the diversity of our workforce, our residents and all other stakeholders.

We believe that this vision will not be achieved unless we respond positively to the wide social diversity in contemporary society and reflect this in our own organisational culture.

Sanctuary Group is an inclusive and diverse organisation committed to ensuring that all of its staff, service users and partners are treated fairly and equally and receive equal services and opportunities regardless of their race, religion, gender, sexuality, disability, age or any other ground that cannot be justified.

Four boys sit on a wall in the garden outside of a block of flats.

We want you, your family and your neighbours to enjoy living in your home and community.

We take reports of antisocial behaviour (ASB) very seriously and will take the necessary steps to protect our residents. This can mean working in partnership with other agencies to resolve cases of antisocial behaviour, including Environmental Health, council ASB units, local councillors, community groups and the police.

What is antisocial behaviour?

Antisocial behaviour can include:

  • Loud noise
  • Assault or physical violence
  • Aggressive or threatening language or behaviour
  • Vandalism
  • Harassment
  • Domestic abuse
  • Dumping of litter or rubbish
  • Racist or homophobic abuse or graffiti
  • Drug dealing
  • Pets allowed to cause a nuisance
  • Inconsiderate parking and abandoned vehicles
  • Hate crime – ASB motivated by race, gender, sexuality, age or disability

What should I do if I'm experiencing antisocial behaviour?

If you are experiencing antisocial behaviour, please call our Customer Service team on 0800 916 1522 or 0300 123 3511, who will offer you help and support before passing your issue on to your local team who will carry out an investigation.

If the antisocial behaviour you are reporting is a criminal offence or if you are afraid of danger to yourself or others, you should contact the police immediately by calling 999.