Get in touch

General enquiries

Open Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm


Open 24 hours a day, seven days a week, including public holidays

Gas safety

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.

Rent and payment enquiries

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:

Antisocial behaviour support

Open Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm

Get involved

For resident involvement, contact your Improvement and Involvement team.

Open Monday to Friday, 8am to 8pm, and Saturday, 9am to 1pm

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.

Sanctuary Scotland residents

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

We also want to hear from you if you have a complaint about the services we provide. We always try to give you the best possible service, but sometimes things do go wrong. We don’t always know when this happens, so it is really important that you tell us. We can then put things right and learn from your complaint so that it doesn’t happen again.

All of your views help us to continue to improve the services we provide.

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 the way that suits you.


By email

By contacting your local office

  • Your local office can take your feedback or complaint by telephone, email, in writing or in person. They can also send you a complaints leaflet if you prefer.

Complaints process

There are three stages to our complaints process:

Stage 1: Front line resolution

We will try to resolve your complaint when you contact us for the first time. We aim to do this within 10 working days or less.

Stage 2: Investigation

If we can’t resolve your complaint when you get in touch with us for the first time, we’ll start an investigation.

Stage 3: Independent review

If you don’t feel as though we’ve resolved your complaint following the investigation, you can ask for an independent review.

Your complaint will then be looked at by an independent trained resident or by an independent resident panel. They will decide if we have treated you fairly and done everything we can to resolve your complaint.

We’ll do our best to resolve your complaint within the target times shown above. However, some issues can take longer to investigate. If this is the case, we’ll discuss this with you and agree a response time this is satisfactory with you.

If you are still unhappy after following our complaints process, you have the right to ask for your complaint to be looked at by a 'designated person'. This can be:

  • Your local MP
  • A local councillor
  • A recognised resident panel

The designated person might be able to help you resolve your complaint directly or they might refer it to the Housing Ombudsman Service.

Journalists can contact the Press Office on

Tel: 01905 334596 or

Please note the Press Office does not have direct access to customer information and would be unable to answer these enquiries. It would also not be able to answer questions about careers and vacancies.

If you are a customer or have a general enquiry, including complaints or concerns, please contact:


Tel:0800 131 3348 or 0330 123 3511 (from a mobile)

For further information:

To help you be sure you really are talking to us on social media, and let you know what you can expect from us and what we expect from you, we have compiled a list of our official Housing social media accounts below.

Join our community and get involved:

Follow Sanctuary Housing on Twitter

Follow @hellosanctuary on Twitter for news and information about our services.
Like Sanctuary Housing on Facebook

Like our Sanctuary Housing Facebook page to receive useful tips and advice about your home and information about your community.
Follow Sanctuary Housing on LinkedIn

Follow Sanctuary Housing on LinkedIn for the latest news, jobs and updates.

What you can expect from us:

  • We strive to provide useful, relevant news and information that adds to the online conversation and encourages dialogue with the online community.
  • We strive to respond to as many relevant questions and comments as possible, but we reserve the right to use our judgment in selecting the messages we respond to. (Please read ‘What do we expect from you?’ to understand the types of posts we will not respond to.)
  • We monitor our social media accounts between 9am and 5pm Monday – Friday. During these times we will reply as soon as possible.
  • Following or liking a social media account or including an account in a list does not constitute an endorsement; the same applies to sharing, re-tweeting or re-posting messages or marking them as “favourites".

What do we expect from you?

  • Through our social media accounts, we will post information on Sanctuary’s activities and initiatives - from housing news and advice, our latest news and stories and community news - as well as posts we think you may find useful. We welcome your thoughts on any or all of those topics.
  • We ask that you are polite and courteous in contacting us. Name calling, profanity, discrimination, sexual harassment, bullying, obscene language or the like, will not be tolerated. We reserve the right to delete any posts of this type or block individuals which may cause offence to others in the online community.
  • All posts should come from a real person. Posts from ‘bots’, fake or anonymous profiles will be deleted when discovered.
  • Please do not share personal information such as your or anyone else’s phone number or address in publicly-visible posts. If we ask you to send us your contact details in a private message, we will delete it within 48 hours of it being read.
  • Please review and familiarise yourself with each network’s terms of use carefully when engaging on these sites.

We continually review, test and develop the Sanctuary Housing website. The feedback you provide helps us to ensure the information on our website is easy to find and as relevant as possible.

Please tell us what you think about the Sanctuary Housing website via our online Website feedback form.