Home » News » September 2016 » How to make a complaint to Sanctuary Housing

How to make a complaint to Sanctuary Housing

14 September 2016

We are committed to providing excellent customer service, but there may be times when we don't get it quite right. If this happens we want to know.

Whether you are a resident, customer, leaseholder or anyone who has a contractual agreement with us, your feedback gives us the opportunity to put things right for you.

Complaints also help us learn and improve for the future, so please let us know if you are unhappy with any aspect of our service. We will make sure your concerns are handled by the right person and the appropriate action is taken.

Our complaints process below outlines the target times we aim to have resolved your concerns. There may be some occasions where it might take longer, but we will always let you know when you can expect to hear from us.

We try to resolve most complaints when you first contact us. We aim to do this within 10 working days or less.

More complex complaints will be handled by an independent team or senior manager who will undertake a thorough investigation into your concerns. This can take up to 20 working days and you will receive a formal response from us.

If you're still unhappy, you can ask a 'designated person', such as your local MP, a local councillor or a recognised resident panel member, to look at the complaint for you.

If they can't help you directly, they might refer it to the Housing Ombudsman Service, an independent organisation which deals with disputes between social landlords and their residents. However, they will only investigate your complaint if it has been through our complaints process.

We always want to give our customers an excellent level of service, so we appreciate all feedback as it helps us improve for the future.


Advice on COVID-19 (coronavirus)

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

We are continually monitoring how we provide services to our customers during the ongoing COVID-19 pandemic, including the resumption of routine repairs. More information about our services can be found on our Covid-19 page and on our social media channels. Please see our latest health and safety guidance.

Read our notice