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Contact Us

As a result of the COVID-19 pandemic and government lockdown, we are experiencing a higher than normal volume of emails. We’d like to thank our customers for your on going patience and will endeavour to respond to your emails as soon as possible.

Sanctuary Housing (England) residents

Our Customer Service Centre is open 24 hours a day, seven days a week, including public holidays for both emergency repairs and housing enquiries.

 

A call handler at the Customer Service Centre in Hull.

The 0800 numbers shown above are free. Calls to 0300 numbers are charged at the normal national rate (the same as 01 and 02 numbers) by all providers, including mobile. Callers to 03 numbers could benefit from their own inclusive minutes' package with their landline/mobile provider. For the exact call and text charges from your mobile phone or landline, please check with your provider. 

Sanctuary Housing (Scotland) residents

Please visit https://www.sanctuary-scotland.co.uk/get-in-touch (this link will open in a new window).

If you have a query about your rent, payments, or you are facing financial difficulty, please call us on 0800 916 1516 or 0300 123 3579.

You can also email the Income Team: CIT.Income@sanctuary-housing.co.uk.

To report antisocial behaviour, please contact our Customer Service Centre, which is open 24 hours a day, seven days a week, including public holidays.

Call 999 if you or someone else is in immediate danger, or if the crime is in progress.

For resident involvement, contact your Improvement and Involvement team.

 

 
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Please include as much detail as possible in the form below

Completing the form in as much detail as possible will ensure that we can assist you with your enquiry as quickly and efficiently as possible.

The personal information which you provide within this form will be stored securely and confidentially and will be used solely in relation to the subject that you request from the options below.  Your personal information will not be supplied to any party outside of Sanctuary Housing.

By completing and submitting this form, you are agreeing to our Privacy statement.

**Fields marked with an asterisk (*) are mandatory items and the form can not be submitted without completing**
Choose your enquiry type from the dropdown menu*
Personal Details
About my enquiry
Are you a current resident of Sanctuary Housing *This field is required.
Is the tenancy agreement in your name? *This field is required.
Please confirm if you are a named tenant on the tenancy agreement:
Please confirm your date of birth so that we can verify your details against our records and progress your request. If we've been unable to verify your identity in full automatically we'll contact you.
Please provide a brief description of your enquiry:
Please tell us in as much detail as possible, what your enquiry is about:
About my enquiry

Please only use this form if the repair is NOT an emergency.

If you believe that the repair is an emergency, for example, if there is a serious threat to health and safety such as a gas leak or dangerous electrical fault, please do not use this form, please call 0800 916 1525 (landline) or 0300 1233561 (mobile)

Property type: *This field is required.
Please confirm the type of accommodation the repair(s) is/are required at:
Please tell us where in your home the repair is required *This field is required.
Tick all boxes that apply
Provide as much detail about the repair as possible. The more detail you can provide helps us to ensure appropriate action is taken. Please note: We will need to check whether the issue you report is the responsibility of Sanctuary Housing, or whether you are responsible for the repair.
So we can arrange a convenient time to carry out the repairs you have requested, please indicate when you are normally at home – Please tick all boxes that apply.
Monday
Tuesday
Wednesday
Thursday
Friday
**We will do everything we can to carry out repairs at a time suitable to you, but this may not be possible. As per your tenancy agreement, please be prepared to give reasonable access to your home to carry out the repair(s).**
About my enquiry
The information you provide will be treated in the strictest confidence and your details will not be passed on to the alleged perpetrator/offender.
Please give specific date and time
Has it happened before? *This field is required.
Please provide the previous date and time that the alleged offence has taken place. If there are further instances occurring frequently, please keep a written diary of events.
Has anyone been hurt or threatened? *This field is required.
Please provide details regarding the threatening behaviour (physical and/or verbal) including: dates/times, location, witnesses (if any):
Have you reported the incident to the police *This field is required.
New Application Enquiries
For new customers interested in applying to rent a home with Sanctuary Housing

You are required to complete this information to enable us to establish if you are eligible for social housing and to confirm the availability of suitable properties or open waiting lists in the area you require.  

Is the application for sole or joint tenancy? *This field is required.
What is your current housing situation? *This field is required.

You have advised us that you are currently homeless.

Sanctuary Housing are unable to assist you in this instance, please contact your local authority who will give advice on the help available for you.

Is the property for sale? *This field is required.

Unfortunately, as a current homeowner, we are unable to consider your request.

If you would like to discuss your situation with a member of our Housing team please call: 0800 131 3348 or 0300 123 3511

Contact name, listing agent name e.g Purple Bricks, office address and contact number
Do you claim housing benefit? *This field is required.
Please confirm age(s), gender(s) and their relationship to you for all occupants.
Are you aware of under-occupying and the bedroom tax?
Do you have any medical needs? *This field is required.
Do you require an extra bedroom due to a disability? *This field is required.
Do you require adaptions to the accommodation? *This field is required.
Please provide details of any adaptations that you will require to the property:
Is anyone in your household pregnant? *This field is required.
Application form *This field is required.
If you are eligible and properties or open waiting lists are available, you will be sent an application form to complete. Please indicate how you would like to receive the application forms:
Existing Application Enquiries
For customers who have previously enquired about renting a home with Sanctuary Housing.
Please provide date / reference (or short description) of previous enquiry
Please confirm your date of birth so that we can verify your details and progress your request.
Mutual Exchange
A Mutual Exchange is when a customer exchanges properties with another customer of a Housing Association or Council with the landlord's permission.
Please view our Mutual Exchange webpage that may help with your enquiry
Please confirm your date of birth so that we can verify your details and progress your request.
New transfer enquiries
A transfer is when a customer wishes to move to another Sanctuary property. If waiting lists are open for the area requested, Sanctuary will notify the customer when a suitable property becomes available.
Town / County or Postcode
Town / County or Postcode
Do you claim housing benefit? *This field is required.
Please confirm age(s), gender(s) and their relationship to you for all occupants.
Are you aware of under occupying and the bedroom tax? Click here to find out more.
Do you have any medical needs? *This field is required.
Do you require an extra bedroom due to a disability? *This field is required.
Do you require adaptations to the property? *This field is required.
Is anyone in your household pregnant? *This field is required.
Please confirm your date of birth so that we can verify your details and progress your request.
Existing Transfer Enquiries
For customers who have previously enquired about renting a home with Sanctuary Housing
Please provide date / reference (or short description) of previous enquiry
Please confirm your date of birth so that we can verify your details and progress your request.
Adding a person to your agreement
Is the accommodation you live in a homeownership property? *This field is required.
Homeownership includes: (PRS) Private Retirement Schemes, (LSE) Leasehold Schemes for the Elderly, (RTB) or (RTA) Right to Buy / Right to Acquire, (SO) or (SSO) Shared Ownership, (MSC) Managed Schemes, (DIY) Do it Yourself Shared Ownership, (MO) Managed Organisations.
Are there current issues with your tenancy agreement *This field is required.
For example: welfare issues, arrears, court orders, notices or notices to seek possession

We are unable to consider your request until these are resolved. If you would like to discuss this further, please contact us on: 0800 131 3348 or 0300 123 3511

Are you married or in a civil partnership with the prospective tenant? *This field is required.

Please note: You will need to provide proof in the form of a marriage certificate. This must be the original or a validated copy of the document.

The completed application form and supporting evidence should be brought into the nearest local office. If you are unable to visit your local office, these can be sent via post and the enclosed documents  will be returned to you

Have you lived with this person consecutively for the last 12 months *This field is required.

Unfortunately, we are unable to consider your request.

To be added to a tenancy, the additional person must have been living in the property for over 12 months and/or be married/in a civil partnership with the current tenant.

Please Note: Proof of eligibility will need to be provided (from the Sanctuary property address) in the form of at least 2 Household Bills or Council tax statements. These must be over 12 months old, in the name of the person requesting to be added to the tenancy and must be an original or a validated copy of the document.

Please confirm your date of birth so that we can verify your details and progress your request.
Removing a person to from your tenancy agreement

All requests to remove someone from your tenancy must be given in writing to:

Marybone House, 2 Marybone, Liverpool, Merseyside, L3 2BY
All requests to remove someone from your tenancy must be given in writing to and include signatures of all parties on the tenancy agreement
Please confirm your date of birth so that we can verify your details and progress your request.
Adding or removing a member of your household
Applying to add or remove a household member (this person will living at the property but will not be a joint tenant)
Would you like to add or remove a person from your household? *This field is required.
Number of people to be added to your household: *This field is required.
Please provide any supporting information for adding individuals to your tenancy agreement:
Number of people to be removed from your household: *This field is required.
Please provide supporting information/ reasons why individuals are to be removed from your household:
Please confirm your date of birth so that we can verify your details and progress your request.
For example: financial changes/employment changes/correspondence address and how this may affect your tenancy. Please do not submit any payment details on this form e.g. bank, bank card or credit card details.
Please confirm your date of birth so that we can verify your details and progress your request.
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Advice on COVID-19 (coronavirus)

The health and safety of our residents, their families and our staff is our number one priority.

In response to Government guidelines following the COVID-19 outbreak, we have made some changes to how we provide services to our customers. More information about our response can be found on our dedicated webpage and via our social media channels.

We are monitoring Government advice around local lockdowns and will highlight any specific service changes for each area should they arise.

Read our notice