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Feedback and Suggestions

Your feedback is very important to us. Your views and suggestions let us know when we are doing something well or where we can make improvements to our services, so that we can continue to do what we’re doing and build on our successes.

When we receive feedback or complaints about Sanctuary Housing, we use the information to improve our service. Below are some examples of the changes we have made:

  • We received comments about the poor behaviour and attitude of our external contractors. As a result we have developed a Code of Conduct which we expect all contractors to follow. Our own maintenance staff have also received additional customer service training.
  • Customers said it was hard to contact their local office. We now have dedicated Customer Contact Centres to make it easier for you to contact us.
  • Some residents told us they found information about service charges and rents confusing. We have worked with residents to make them more straightforward and useful.

How to give us your feedback

There are several ways for you to give us your feedback. We are happy to receive your feedback in a way that suits you.


Via our Feedback and Suggestions form below or the Complaints or Concerns form if you would like to escalate an issue.


By email

Housing: ContactUs@sanctuary-housing.co.uk

Repairs: ContactUs.Repairs@sanctuary-housing.co.uk


By contacting your local office 

Your local office can receive feedback or complaints by email, in writing or in person.


By telephone

You can call our Customer Contact Centre, which is open 24 hours a day, seven days a week, including public holidays on 0800 131 3348 or 0300 123 3511 

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