Sanctuary Avaliações 

We reported a rock hitting our house that had been thrown up from a freight train passing. We live along the trainline in Gobowen where there is only the railways boundary fence in place.
We got in contact with Sanctuary about the incident and threat to our safety. They assured us they would put safety measures in place for us. On the 26th Feb 2026, one of their workers arrived with nothing other than netting and a few cable ties. He was instructed to cover the railway boundary fence with this. We are in shock and utter disbelief to be honest. How is this supposed to keep my family safe? We are scared to live here and now won't be able to enjoy time in our own garden. I'm disgusted and upset that this is all they could do for us. We now know they don't value or prioritise safety of their tenants. Big Shame Sanctuary!

I have always found Sanctuary repair service very efficient. With pleasant courteous personnel. Always a 5 star service

I have had a problem for 7 months and have found it almost impossible to contact anyone most of time. People that I have dealt with are suddenly no longer available and departments no longer exist. All phone numbers divert to a main number and when they put you through it doesn’t get answered. Emails bounce back with automated replies. Nothing gets done unless I chase it up and the problem is still ongoing. It is not up to me to coordinate between sanctuary and their chosen suppliers. I have contacted their complaints department but after 4 days have heard nothing they say they will contact within 5 days we shall see.

You need a "zero star" rating for this company! Since they took over our residence we have had so many problems and absolutely no response from the company. Appointments made but never shown up. Calls ignored and unanswered.

It’s worst ever flat I’ve ever lived in they are absolutely horrible housing people, two years I didn’t have hot water in the flat and leaks from every where in the flat, honestly I feel traumatised and my mental health drained
And every time they gives us an appointment to fix the issue, they coming have a look and than they disappear for couple months and they done it many times

Took 6 months to let me get an exchange from their property in Ashby de la Zouch (anti social behaviour, no proper heating, 1970s bathroom), because they couldn’t be bothered to sort it with EMH. The housing officer was supposed to meet me at 9am but repeatedly arrived late at 10am to her office as ‘she was stuck in traffic from Birmingham’ well leave home earlier then you’re getting paid from 9am!! Housing a dubious convicted character above their office too , overlooking family homes; putting kids in danger .

Been a tenant for over 4 years and have the neighbours from hell. Sanctuary do absolutely nothing about anti social behaviour, illegal behaviour. Bad enough trying to get a repair done. I HAVE REPORTED MOLD DUE TO FAULTY DOOR. SORRY SOMEONE WILL CALL

WAITED 9 months an no call surprise surprise. Called myself again and oh we can repair that. Why have I waited for months, can’t wait to get off the phone. Neighbours drug deal from the house and they could not care. All you get is sorry I will pass on to area office - they can be arsed doing their job to any fit level

Sanctuary housing is the worst housing association,DONT do a mutual exchange with them because you won’t get anything done even with an occasional therapist report!! The work men are only odd job men,NOT professional trades men!! I am in the process of legal advice as I’ve been in this mouldy damp house for 14 months,my daughter has suffered chronic asthma attacks and my own health is very poor due to the stress sanctuary have caused me! They say on their website they do adaptions within 28 days,I’ve waited 12 months,even though my occupational therapist report and personal information has been sent in dozens of times and 3 housing officers have taken pictures,it’s also been emailed dozens of times and yet nothing gets done!! Kitchen can’t be used,mould repeatedly growing in every decorated room twice over,rubbish not cleared as promised by 3 housing officers!! Leaking water from roof and gutters,overgrown trees,so no sunlight in garden,the roots of trees are making houses move ,just please don’t come to a sanctuary property for your own sake and health!!

Sanctuary s. Repair team are absolute rubbish

If you have the choice, DO NOT go with this housing association. Their antisocial behaviour policy is appalling. They don't really care how their tenants behave as long as they get their money. Housing officers are useless & even senior managers lie to the police, MP, council depts & other agencies to downplay serious antisocial behaviour situations.

Their online portal is easy to navigate & make complaints but if antisocial behaviour complaints, you will get a generic reply saying, "We are sorry you are experiencing antisocial behaviour, the housing officer will be in touch in due course." Well, 9 times out of 10, he won't be. Out of 60 or 70 official complaints in the past 5 years, regarding upwards of 200 incidents, 20 police crime numbers against 2 tenants (still here), NO formal action taken against either of them.

I know it's difficult if you're desperate to be housed but if you can, avoid this housing association unless you want the potential to have your mental & physical health ruined.

just out tape around my window that has a huge gap
i have another window in same room that doesn't open, didnt do a thing to it

The surveyor came to my home and saw how bad the Mould was coming through the paper and wet walls and dripping Mould under the window he told me to get on with it as my rent is low were i live I cried my eyes out when he went and rang my mum very upset then an email came through saying I ripped a piece of wall paper off and a little mold because I ripped it i peeled it back to show him underneath was black mold and when I replied to the email with all the photos and videos 2 men came straight out ripped the whole wall of wall paper off as the mold was all over the wall treated it and painted it as they couldn't believe how bad it was the 2 guys were outstanding so that surveyor caused me so much stress tears that 1 of my psychology therapy sessions i did not stop talking about it so he took my head space of trauma to him adding to it surveyor for sanctuary housing

Since being with sanctuary, we have had nothing but positivity. Prompt answers on the phone, Prompt repairs and on time. Done right. Helpful friendly staff. Got through on the phone easily. Great 👍

This housing group are definitely living up by their name for poor living standards for tenants. I’m a new tenant for this group and I’ve not been able to move in yet due to the inadequate housing conditions. I felt pressured to sign the tenancy contract and after making MANY complaints with regards to repairs and complaints regarding the housing officer, the Association is not taking responsibility for the wrong doing’s and are in fact telling lies about the communication they gave me, all to cover their own backs for doing an extremely terrible job. The maintenance team have not clue to what they are doing and most of the work is a bodge job and should be on the tv programme, Rouge Traders! After a month and a half I’m still not living in the property and trying to sort out all the issues and make a rotten flat, clean and livable. This is not social care by any standards, very poor indeed. Should be ashamed of themselves but as long as they have money in their own pocket, what do they care……

I like living at sanctuary we get issues but they end up being solved I definitely encourage someone who wants to live somewhere in a an environment with potential to use Sanctuary or even buy a property from them like I aspire to. 5 star for sure my experience has been really positive. Bath not shower but I got used to that...

I’ve had no use of my bathroom for six weeks . The sump pipe is blocked so is my toilet , sink and bath , so can’t use shower either . I have excrement coming up into my bath and also coming through my kitchen ceiling it’s absolutely disgusting . There maintenance team are supposedly multi tasked I beg to differ . They have been out 3 times to unblock but to no avail . Should have sent plumber not a plaster .

No heating. Phoned as an emergency. Office staff booked it via non emergency. Have to wait 4 days for a call out, when it should have been same day. Now sitting here with a hot water bottle and blanket to keep warm. House is freezing cold, but their offices are lovely and warm. Is this what we pay rent for? No services, no repairs. Put in a complaint, which will take longer to reply than the call out in 4 days time. Thats if they can be bothered to reply. Not happened yet. Been a tenant for over 30 years. Nothing but stress over relentless repairs not being carried out. Appointments not met as nobody turns up on the day.!!!!

I reported the trace leak in june 2025. I reportad again in septembre 2025. You sent me a text last Sunday (31/01/2026). Appointment 3 days later (allí day). Very difficult to contact you for re-arrange (my daughter was in the hospital) and it's not.possible Contact with you and i need to let alone to my daughter in the hospital. The engienner just took some pictures.
Now you are texting to me and telli g me that it's fixed....everything bad.
Regards
María mercedes lopez. 45 st annes flats. Chester

My experience is probably as bad as everyone else’s experience, the delay to even get to someone on the phone is something I have never dealt with before minimum half hour to 40 minutes to get through to someone. The next thing is the timeframe option, they don’t give us a timeframe of when jobs can get done and on the day of the repair persons arrival we have to be at the property from 8-6 for a working man who works mon-Friday it is very difficult and I often have to go to work extremely late so that I can get someone to come in to fix something. The next thing they need to fix is their attitude on the phone, a person called Clare has been very rude and inpatient on the phone with my ongoing issue about a flush that hasn’t been fixed at my flat for nearly a month and Clare gave me a very bad experience over the phone. Speaking on the flush situation I have been on the phone constantly speaking to sanctuary calls assistants and asking them how long till my toilet flush as well as my leak in my water tank store cupboard is going to get repaired. It’s nearly been a month to escalate this to further progress from sanctuary and today on the 5th of February I’m getting told by their contractors gilmartins that they will come and repair it on the 5th of March. THATS ANOTHER WHOLE MONTH WITHOUT A FLUSH WORKING. This is atrocious.

I have lived in one of their properties since the 6th of August 2025 I have had no hot water and no washing facilities whatsoever. The shower and the boiler are both broken.
Today is the 5th February 2026 and still they haven't fixed them. They should be ashamed of themselves, but clearly, they're not...
The property is, Whitefield Court, Mayland Green, Mayland, in Essex. CM3.
I have made two complaints and both complaints were upheld. I was awarded £200 as a goodwill gesture for the first complaint, and a further £200 as a good will gesture for the second complaint, so, as of today it has cost them £400. You can buy a bar shower for under £150. I have even involved the local MP, Sir John Whitingdale. Even he was initially ignored by sanctuary, they did finally answer him when he got in touch with them a second time, informing them that they were in breech of the law, it is a legal requirement of theirs to make sure each resident has hot water. They told him that it would be made top priority... this was two months ago. If you get offered a property by this company... avoid it like the plague.
The whole management structure is appalling.