Sanctuary Reviews 

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.

Man was polite friendly and did what he had to do in a professional manner.

The person i spoke to was kind and considerate snd understood the urgency of my call.

Keeping me updated on what is going on

The operative, who attended the property for the repair, was fantastic. The repair couldn't be done. The job needed 2 people, as a ladder was required (health & safety). When I reported the repair online, I stated that it was an upstairs toilet soil pipe, making it fairly obvious that the job may require a ladder.

⚠️⚠️Please think carefully before accepting a property from Sanctuary Housing. This is my personal experience after living in one of their properties for around 11–12 years⚠️⚠️

I lived in a two-bedroom ground-floor flat in Lode, and the condition of the property and the way Sanctuary handled my complaints caused me years of stress and frustration.

The damp and mould problems started back in 2014 and were never properly resolved. My daughter has a confirmed mould allergy and suffered from skin problems. This was not just a cosmetic issue — it affected our home and our family's wellbeing.

The condition of the property was shocking. The old wooden doors were full of gaps and holes, so you could literally see through them, and cold air blew straight into the flat. Sanctuary considered these doors **“safe to live with”** and refused to replace them. In the end, I had to pay to replace the doors myself.

The kitchen was falling apart, with units that appeared to date back to the 1980s, yet Sanctuary told me that replacing them was my own responsibility.

The floors throughout the property were covered with asbestos-containing materials, which did not appear to concern them. The outside of the building was badly cracked, and water was getting into the flat through the gaps. Despite raising concerns, I felt that nothing was being properly repaired.

One of the most frustrating parts was dealing with their staff and contractors. New surveyors kept being sent out, but after visits, I was repeatedly told that the previous surveyor had left the job and had not left any records. This meant having to explain everything again and again, while the process dragged on.

Surveyors would walk around the property, take photographs, and then seemingly disappear, with no meaningful follow-up. I was left chasing the same issues over and over, with no lasting solution.

Meanwhile, rent continued to increase while the problems with the property remained unresolved. I had to make formal complaints and escalate matters because I felt that my concerns were not being taken seriously.

After years of dealing with this, I would strongly advise anyone considering a Sanctuary Housing property to do their research first and, if possible, speak to existing or former tenants. I cannot speak for every property they manage, but I can speak about what happened to my family.

**A home should be safe, warm and properly maintained. Tenants should not have to spend years fighting for basic living conditions or pay out of their own pockets to fix problems that should be addressed by their landlord.**

This is my honest personal experience, and I hope it helps someone make a more informed decision.

I've actually had really good experiences with Sanctuary, staff are really friendly and have always fixed any property issues

Blacon office Chester
Unprofessional management, poor communication, and unfair treatment
​I am extremely disappointed with my experience at this property. There is a complete lack of proper management and zero commitment to customer service.
​Key issues include:
​Zero Communication: when they get involve in dispute they couse more problem then it is and they never try to help solve a problem and deny any suggestions that could solve a problem.
​Disregard for Rules: The landlord ignores HM Land Registry deeds and standard tenancy agreements, doing whatever they want without proper oversight or legal compliance.
​Unfair Treatment: Tenants who are not originally from the UK are treated differently and unfairly compared to others.
​This place desperately needs a whole new management team that understands basic tenant rights and professional customer service. I strongly advise prospective tenants to record evey meeting and connecting with them. Even you complaint to head office no one replay and pass on your complaint to same people at your local office!!

From the young lady Zoe dealing with my repair to the young man Ryan who fixed it they where so helpful and patient thank you both

Wish I never moved in to there property, repairs are shit and they never get the problem fixed or the house ..

The only reason that get one star because I can’t put zero. They never do thing on time. Been waiting for repairs to be done for 3 years. Put a complaint in and it just get ignored. Can’t get in touch with the right person because they keep changing the contact numbers.

My repair was attended to within 3 days and completed in short time cannot ask for more

Awful company who let their residents live in appalling conditions for years!!!! They should not be allowed to continue!

The team did an absolutely fantastic job they completely cleaned out all the mould,replaced the bathroom broken tile and laid down with new panel beautifully also replaced all the windows that was bring cold in to the house. they were professional,worked efficiently, and left everything spotless. I am incredibly happy with the quality of their work.

The young man who attended was very pleasant & did everything he could to make things safe until my extract fan could be replaced. Unfortunately that wasn’t at this first visit because he needed to find out if there was any asbestos present in my bathroom ceiling first. If there is then that will need to be dealt with before a new extract fan can be fitted.

2nd review in a week !! Shower is not working . Only looked at recently- it’s about the 4th time in two years -basically it’s the cheapest shower you can buy !
My partner rang to report this morning spoke to an arrogant lady . My partner has a up coming knee replacement and finds us in a bath hard and will be impossible soon due to the operation.Even though this has been explained it’s , apparently, not relevant and given a date of 12 November as we still have hot running water .
I rang up myself and explained the situation and was told …. Get this ….. she could use a bucket under the hot water tap and have a strip wash ! I reminded the person on the desk this is not the 1920s and it would probably help if the was more empathy shown .

I would like to express my heartfelt thanks and appreciation to everyone involved in repairing my kitchen through Sanctuary Housing. I am absolutely over the moon with my kitchen and cannot praise the team enough. I am a very happy and grateful customer!

First and foremost, I would like to say many, many thanks to Manager Russell Gilbert. Russell is truly a man of his word. He is exceptionally professional, polite, respectful, and true to his commitments. It is refreshing to deal with someone who delivers on his promises. I am extremely grateful for his support and the way he managed the work. Russell, thank you for ensuring everything was carried out so well.

I would also like to give Paul the highest praise possible. Paul is incredibly dedicated to his job, a true perfectionist, and someone who takes great pride in his workmanship. His work is exceptionally neat, and his attention to detail is second to none. Honestly, I would rate his work at 200%! He reminds me of myself because I, too, believe in doing a job properly and taking pride in everything I do. Paul was polite, respectful, and professional at all times. His commitment to delivering such a high standard of work has genuinely impressed me.

His partner, Jeff, deserves just as much recognition. Paul and Jeff work extremely well together, and I absolutely loved the teamwork they demonstrated. Their cooperation, mutual respect, and willingness to work together made the whole experience a pleasure. It was wonderful to see two professionals working so harmoniously to achieve such an excellent result. They are a fantastic team!

I must also give special recognition to Alan, the electrician. Alan is absolutely incredible! He knows his job inside out and carries out his work with confidence and professionalism. He gives you the reassurance that you are in safe hands, and that is so important when someone is working in your home. His knowledge, confidence, and dedication really stood out to me. Sanctuary Housing, you really need to recognise what a valuable member of your team Alan is! He is a credit to your organisation.

Last but certainly not least, I would like to thank Antonio for his professionalism and polite manner. His contribution was greatly appreciated, and I am grateful for the part he played in ensuring the work was completed to a high standard.

These gentlemen are truly outstanding, and I cannot thank them enough. Every one of them demonstrated professionalism, dedication, excellent workmanship, and genuine pride in their jobs. Their work was neat, they conducted themselves professionally at all times, and they treated my home with care and respect.

My feedback is 1,000%! I genuinely cannot stop talking about how wonderful these gentlemen have been. It is not every day that you experience such an exceptional team. Their attitude, commitment, teamwork, and quality of work have made the entire experience a very positive one. They carried out their work with such care and dedication, and I truly appreciate the effort they put into making sure I was happy with the finished result.

Please pass on my sincere thanks to each and every one of them. I hope Sanctuary Housing recognises their hard work and the excellent service they provide. Employees like Russell, Paul, Jeff, Alan, and Antonio are a real credit to your organisation, and I believe their dedication and professionalism deserve to be acknowledged and celebrated.

Thank you all so, so much! I am absolutely delighted with my kitchen, and every time I look at it, I will remember the fantastic team who made it possible. You have exceeded my expectations, and I could not be happier with the result.

I am one very happy customer, and I am truly grateful to Sanctuary Housing for sending such a wonderful team to carry out the work.

Outstanding service, outstanding teamwork, outstanding workmanship, and outstanding people. Thank you from the bottom of my heart! ❤️

I had interior doors fitted by an odd job sanctuary worker I complained shocking workmanship inspector came round and agreed all doors due to be re hung in November . I was given £100 as a payment by sanctuary for the stress and inconvenience caused then they took the £100 back as I am a pensioner and get housing benefit and they had not received the rental payment from ECDC as they pay it every 4weeks and you have to be a week in advance that is what they told me so that means everyone who gets housing benefit is a week behind with there rent through no fault of mine ! Sanctuary have not replied to my emails so I am assuming that is the end of the matter after reading the reviews on here I had to put this on they are a disgrace I was told the guy who came to fit the doors was a carpenter 🤣🤣🤣🤣well Jesus was a carpenter - Apparently ! That has never been proved and never will be ! Perhaps he started on sanctuary 🤣🤣tenants get lied to and receive excuses all the time and to sanctuary I say check these reviews and 1.9 reviews rating that’s what most tenants think I personally think that mark is too high !!!