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3 things to know when reporting a repair

5 July 2018
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Steps for residents to take when reporting a repair for a Sanctuary Housing property.

We all know nothing ever lasts forever. Cupboards and doors will need replacing after some time, annual gas safety checks will be carried out and even the bad weather can cause serious damp and mould problems inside and outside our homes if not treated properly.

At Sanctuary Housing we have over 1,000 Maintenance Operatives out and about in our neighbourhoods carrying out home improvements and repairs every day.

If you’re unsure how to report a repair, this quick guide should clear things up:

1. Contacting us

Did you know you can report repairs to the Customer Service Centre 24 hours a day, 365 days of the year?

All emergency repairs should be reported by phone so we can attend to them as quickly as possible. An emergency repair can be anything from broken boilers, leaks in the house, broken locks or broken windows.

How do I report a repair?

  • 0800 131 3348 – free if you call from a landline
  • 0300 123 3511 – charged at national rate

Email: CSC.Requests@sanctuary-housing.co.uk (non-emergency repair only)

Text: 07800 006781

Typetalk/minicom: 01482 580 576

2. Sanctuary Repairs Handbook

Not all repairs within your home are our responsibility. There are many types of repairs that you can manage and fix yourself in your own time.

For more information and instructions on how to fix appliances in your home, download a copy of our Repairs Handbook (PDF 2.76MB).

3. Recharging for repairs

If the repair is our responsibility we will pay for it. However, if you, family members or your pet cause any damage to your property it is your responsibility to cover the cost of the repair.

We appreciate all the feedback given to us and are always looking at ways to improve our maintenance services. Sometimes we may contact you to ask what you thought about our repair services. These short phone calls will take about five minutes, so if you have the time available we would really appreciate your feedback.


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