Helen Bates

Repairs and maintenance

Helen Bates, from Banbury, says she feels “really lucky” to be a Sanctuary Housing resident after the service she received when her drains became blocked. Helen found herself unable to flush the downstairs toilet of her home and immediately contacted our Customer Service Centre to explain the situation.

A plumber was arranged to visit her property but when Helen returned home, later that day, she found water coming up through the bathroom floor. With the situation now much more urgent, we contacted Thames Water and they attended on the same evening, clearing the main drains on the street which had become blocked with baby wipes.

Sanctuary employee Kate Carr taking a phone call from a resident

Helen, who has been a resident with us since July 2018, explains: “I rang Sanctuary first thing in the morning and got straight through. The member of staff I spoke to was extremely empathetic and told me they would get onto it and call me back. 

“I went to work and on my break, I saw Sanctuary had called and left a message for me. When I called back they arranged for a plumber to come when I got home. 

“When I got back from work I noticed water was coming through the floor of the bathroom and at that point Sanctuary said they felt it was an issue for Thames Water. They said they would contact them and call me back. Within 15 minutes they called back to say Thames Water would be with me by 7pm. They also kept my neighbour updated which was also reassuring for them.

“Once Thames Water arrived, they inspected the drains and toilet and quickly resolved the problem. My outside drain cleared quickly, and my toilet flushed properly again.”  

 “I wanted to leave positive feedback because I genuinely felt valued by Sanctuary. I felt the problem was taken seriously and each person I spoke to on the phone was really empathetic and helpful.

“I felt like I was being looked after and knew the problem would get fixed. By the end of the day, I felt really lucky to be a Sanctuary Housing tenant.”

For information and advice on how to avoid blocked drains in your home, please read our useful guide by clicking on the button below:

Download Blocked Drains Guide (PDF 218KB)