Contact Us

Sanctuary Housing (England) residents

Our Customer Service Centre is open 24 hours a day, seven days a week, including public holidays.

  • Tel: 0800 131 3348 (landline) or 0300 123 3511 (mobile)
  • Text: 07795 265 843
  • Typetalk/minicom: 01482 580 576
  • Non-urgent enquiries:  Please complete the form below

Sanctuary Housing (Scotland) residents

Please visit www.sanctuary-scotland.co.uk/contact-us (this link will open in a new window).

Call Charges

The 0800 numbers shown above are free if you call from a landline, however from mobiles you will incur a Mobile Access Charge of 2p per minute, in addition to your standard charges. 

The 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 provider. 

For the exact call and text charges from your mobile phone or landline, please check with your provider. 

  • If you smell gas, call the National Grid’s gas emergency team immediately on 0800 111 999.
  • To arrange a gas service check, call the Gas Compliance team on 0800 288 9289.
  • For any repairs enquiries, call 0800 916 1525 or 0300 123 3561.

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 and terms of use policy.

**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
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)

Please confirm the type of accommodation the repair(s) is/are required at:
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.
**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
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.
Please provide details regarding the threatening behaviour (physical and/or verbal) including: dates/times, location, witnesses (if any):
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.  

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.

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
Please confirm age(s), gender(s) and their relationship to you for all occupants.
Please provide details of any adaptations that you will require to the property:
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
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.
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
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.
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

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

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:

Hindle House, Trinity Way, Adderbury, Banbury, OX17 3DZ
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)
Please provide any supporting information for adding individuals to your tenancy agreement:
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.