Sanctuary Reviews 

Terrible, Terrible service 👎 they are lucky they received a one star.

Very friendly and reassuring lady

Can't put less than that, you need to wait for your appointment from the morning and can't do any jobs in that day cause can't leave your home especially for the big job in the kitchen, and you think it's a good idea to call them so more than 2 hours just to answer your call. Literally like the hell

I would like to say a huge thank you to the Sanctuary Housing team for their kindness, understanding and support during the problems with my boiler.

They have been genuinely helpful and have made every effort to get the issue resolved as quickly as possible. I really appreciate their care, professionalism and the way they have taken my family's situation seriously, especially as I have a young child with additional needs.

Thank you so much for your support. It really means a lot to our family!

My problem was quickly addressed and an appointment made all professional and quickly dealt with Me sn polite lady

Customers services and the Maintenance/Repairs Teams are always very competent, kind, reassuring and friendly. I have always been very impressed with all of Sanctuary's employees and appreciate how busy and demanding their roles are, yet they always deliver the very best service.

Since my last review Most of the items have been removed off my wall. but still bits remaining, No banging on the wall for nearly two weeks, That is all I wanted from the neighbour's to be left alone, So banging was being done on purpose, Hopefully the bad behaviour is in the past and we can all live our lives in peace. 22 years to get to this position Hopefully for good. Thankyou for reading

As a leaseholder at Oculus House, I have serious concerns about the standard of management and value for money provided by Sanctuary Housing. Residents pay substantial service charges, including approximately £110,000 annually for concierge services, yet the quality of service raises questions about whether residents are receiving what they pay for. The building has experienced recurring heating and hot water outages, while cleanliness, maintenance and the general condition of the property remains concerning. I have also requested clarification about concierge security arrangements, including evidence of relevant SIA licensing, alongside questions about CCTV governance and data protection safeguards. Sanctuary has confirmed that staff may ask residents about other residents, a practice I find troubling. Two of my Stage 2 complaints have been upheld, yet I remain concerned about the organisation's approach to transparency and accountability. For a relatively new development with substantial service charges, residents should reasonably expect much better. These are matters I believe warrant proper independent scrutiny, and I intend to continue pursuing clear, evidence-based answers.

Boiler broke on a Thursday evening, but because it wasn't classed as an emergency.. no hot water or heating, I couldn't report out of office hours. Tried ringing in my lunch break on Friday but they didn't answer the phone after 35 mins so had to give up. Had to wait until Monday to report it, and had to wait until the following Friday for an appointment. Asked for an AM appointment as I was working lates, so of course they gave me a PM appointment. Sanctuary just seem to go out of their way to make our lives difficult. An email to my MP seemed to get things rolling..

The swift action when my bathroom toilet became blocked the person who was Stephen came and was a lovely gentleman and a pleasure to speak to. Also the sanctuary staff I spoke to. were very helpful to me.
Thank you

The lady called me back as she promised

Had a 32 minutes wait on phone before answer
But lady on call was very polite and understood my health problems
Promised to get engineer here next in which he arrived at 8am and could not fix problem straight away but promised to order parts required

My experience with
The ladies that I've been speaking to in the office to do the emergency bookings are amazing
So polite an so understanding
And that is amazing especially with being a war veteran and have head injuries an going blind and deaf. from when being blown up in Iraq and mental health problems the correspondence between the staff owned the clients is outstanding any delays or issues they have no problem Letting me know what's going on
And The maintenance ladies and gentlemen that attend to carry out anywhere are Extremely professional so thank you very much.

The initial operative who came out was not helpful at all just went in the garden looked at panels from the ground and said i cant do them and left. The following team arrived on 12th no appointment made and i was away. When i returned they had left a card and appoint made for 27th. They arrived early as requested and the operative was extremely helpful explaining how panels worked and giving details of how to register with muly electrical supplier. The supplier asked for my MCS certificate which i didnt have, as no information was left regarding the solar panels when installed. I had previously spoke to Sanctuary regarding this and was told it was not necessary for me to have as electric goes to grid.
Having spoke to supplier again on 27th they advised me to call Sanctuary again for certificate number abd you have sent an email to relevant department whom i waut to hear from.
Alice called today to check wirks had been completed and I passed all thus on. I was very impressed with TCL's operative, who was prompt, polite and informative.

The lady that delt with my issue was the only one who did something, she got back in touch. Told me what was happening and what may happen
She was polite kindand patient with me.. Excellent team member.
Shame when you ring it a min of 40 minutes on hold for none urgent repairs or JUST to to return a phone call.

V polite & helpful with follow up jobs

They listened to me and resolved my issue immediately. Thank you very much.

Caller Operative very polite clear about the phone call and what would happen next⭐️

He was quick and efficeiant and a polite manners

Tammy has been the only person from the company. Who actually has been any help.
She call and emails snd trys to get the outstanding jobs done. 10 months and still not properly stsrted with the mould and roof issues. Disgraceful
Thank you tammy.