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Keeping in touch during Covid-19

23 October 2020
Sanctuary Housing staff member Dee Sulaimon wearing a telephone headset

As the pandemic continues to place restrictions on our everyday lives, it is important to remember that we are still here for you.

There are a number of different ways you can get in touch with us and we would encourage you to do so whenever you need to.

Even though our offices remain closed in line with Government guidance, that doesn’t mean you can’t speak to us.

You can book appointments to speak to your Housing Officer or get help with your rent or tenancy over the phone, via video call or in person if it is safe to do so. We also continue to operate our 24/7 contact centre which you can call on 0800 131 3348 from a landline or 0300 123 3511 from a mobile.

The latest information regarding Government advice and how this affects all of our residents is available on our website, where you can also tell us about non-urgent housing enquiries or repairs. You’ll also find regular updates posted on our Facebook page.

We are continuing to review how and when it will be safe to re-open our offices so you can visit us. When it is safe to reopen we will do so in a phased approach and following Government guidance.

Our reception areas will include new safety measures such as Perspex screens, limited visitor numbers and hand sanitising stations. We will also move towards appointment-led services so that you can be certain of having your query resolved when you visit and avoid unnecessary wait times.

The pandemic has changed how many organisations deliver their services and we are considering ways in which we can better enable our housing officers to spend more time in the community.

We are also looking at options to improve accessibility to our services, particularly for our older and most vulnerable residents, outside of traditional office arrangements, whilst still retaining an important presence in our neighbourhoods.

Many of us are changing the way we interact with each other so we need to be able to reach residents in a way that is both convenient and accessible. It is our ambition to bring more and more services to residents via the Us to U model, by increasing our presence within neighbourhoods and using technology to get information out quickly.


Repairs Service Update

We are sorry some of our repairs are taking longer than usual. We wanted to let you know why this is and what we’re doing about it.

Read our Repairs Service Update

Information about Covid-19 can be found on our Covid-19 page and on our social media.

Read our notice