While we always want to give our residents a great service, there may be times when we don’t get things quite right. If we receive a complaint, we are pleased to have the opportunity to put things right for you and learn for the future.
If you’re not happy with any part our service, we have a formal complaints process you can follow. A dedicated team will take care of it as quickly and fairly as they can.
If we receive a complaint, we will try to resolve it when you first contact us. We aim to do this within 10 working days or less. If you’re still not happy we’ll investigate further and come back to you within 20 working days. If you’re still not completely satisfied you can contact the Housing Ombudsman Service.
We are always looking for ways to improve our services. We offer a number of easy ways for our residents to report a Sanctuary Housing repair, or talk to us about any problems they may be experiencing. Over the past year, we’ve introduced better ways for customers to get in touch with us.
Live chat is now available on this website, if we are available to chat with you, you'll see a 'Chat to us' green button at the bottom of the screen. We also have a friendly team on hand to answer questions through our social media channels, Twitter and Facebook. You can also email us at firstname.lastname@example.org, fill out a simple online form, call us on 0800 131 3348, write to Sanctuary Housing, Marybone House, 2 Marybone, Liverpool, L3 2BY, or speak to your Housing Officer.
I believe it’s also important that our residents have the chance to help shape the way we run our business. We have a National Residents’ Scrutiny Panel (NRSP) in place to help us to understand our customers’ perspective on the services we offer. Members of the NRSP provide us with feedback and we work together to identify where we need to make improvements.
Your feedback matters to us and if we don’t meet your expectations, we are grateful if you tell us so we can make sure we are giving the best possible service to all our residents.