Sanctuary Reviews 

Sanctuary just provides cheap repairs and not proper equipment or employers just random people and even they agree everything is done cheap so they Sanctuary have more money if there pocket instead of providing more money into houses like upgrading houses secured property's they simply just don't care and can't wait to take them to court

I’ve been without a washing facility for nearly 2 weeks. I was supposed to have a plumber out last Monday. Instead of showing up the plumber took a picture of the down stairs buzzer and left. Never buzzed the door, used the trade button and knocked or called. I believe he just couldn’t be bothered as I was here all day. I phoned later that day to find out where he was as I wasn’t even told he attempted to come. This is how I found out he took that picture, I was then told I’ll have to go back in the system and potentially wait another week. A day later I received a phone call to reschedule, the lady I spoke to tried to reschedule it for in seven days time! That would’ve been left me nearly 3 weeks without a washing facility. I said that was unacceptable and I’d need one sooner than that. She puts me on hold for a couple of minutes and tells me she can give me one for Thursday instead so in two days time. I haven’t washing in weeks, this is destroying my mental health with my self-esteem and the stress. I can’t believe how bad the service is. In the past, I haven’t had this much trouble. I believe it’s because I reported antisocial behaviour from my neighbour earlier in the year. They tried to tell me it wasn’t antisocial behaviour, but I believe someone’s throwing rocks at your windows and people beating on the walls while screaming wake up at 3am is but what do I know lol not to mention the homophobic slurs shouted at me when I walked past them in the street.

I'm on universal credit and have the rent payments paid directly to sanctuary yet keep being told I'm in arrears universal credit not paying the rent yet UC states they are being paid, get totally disrespected when I call sanctuary as I n wrong and they are right, asked for manager to visit me to prove UC are paying the rent but noone ever turns up,worst company going no respects for residents

What a joke this company is, completely useless they have left me without a working shower for 5 weeks and counting, after numerous emails all you get from them is we'll get back to you in 10 days, then palm you off with nothing but lies, then have to go through it all over again and again

It’s literally one thing after another .Been a tenant for over 20 years and it’s gets worse and worse . Any issues reported become so complicated. We both work and trying to arrange dates for repairs is terrible . Supposed to be having solar panels fitted has turned into a joke ! I really could go on and on !

They say they have got rid of mold and damp before you move in ,, and they have not ,,,I have severe lung condition and it’s dangerous for me to live in the property , I have had to move out and live in my car with my cat ,, now I’m desperately trying to find somewhere else to live ,,, they are sending a surveyor next week ,😮😮😮unbelievable

I reported my toilet cistern not flushing right they booked me straight in for a repair Monday 10th as I had told lady was having family visiting 14th for a week and needed it as I only have one toilet. Jason came and checked what needed doing, went for part and showed me what was wrong replaced the part and tighten cistern to walk as it had worked loose due to how long I had tired to cope with it.

I am extremely disappointed with Sanctuary's repairs service. For over two years, they have been claiming that my property is the cause of a leak affecting the flat below, even though they have visited several times in the past and found that the leak was coming from another neighbour's property. Despite this, they have continued to blame me instead of properly investigating the other properties.

I have recently renovated my home and there is no leak coming from my property, yet Sanctuary continues to accuse me. Their communication has been threatening and they have spoken to me in a harsh and intimidating manner, which has caused my family a great deal of stress and anxiety.

They have also tried to gain access to my home while I am on holiday, even though I clearly informed them that I will not return until 22 August. I told them that I am willing to give them access, but only if my mother is present in the property. This is a reasonable request. I am worried that work could damage my newly renovated home, including my tiles, and I am uncomfortable with people entering my property without someone I trust being there.

To make matters worse, I have a child with additional mental health needs who finds it extremely distressing when unfamiliar people come into our home. Sanctuary has shown very little understanding or consideration for the impact this situation is having on my family.

Based on my experience, I feel that Sanctuary has handled this matter unfairly and without proper care or respect for its residents. I would not recommend their repairs service to others unless they improve the way they investigate issues, communicate with tenants, and treat families with compassion and respect.

Gas maintenance is the same person who visits, so l know who to expect.He always explains if there is a problem & how he is going to fix it.

This is yet another BAD review I am having to write. AS Sanctuary housing, made myself and my neighbour REMOVE A LAMINATE FLOOR FROM HER OLD FLAT, THAT WAS NOT PUT DONE BY HER.

AND THE WORST BIT IS, WE ARE BOTH DISABLED.

THE FLOORING WAS DOWN WHEN SHE MOVED INTO THE FLAT, SO IT IS NOT HER RESONABILTY TO REMOVE IT, IT WAS THE PREVIOUS TENANT THAT PUT IT DOWN.

SHE WAS NOT ABLE TO GET ALL OF THE FURNITURE TAKEN OUT, AS THEY KEPT ASKING FOR THE KEYS FOR THE FLAT EVERY DAY. SHE ALSO DON'T DRIVE. AND HER FAMILY HELPED ALL THEY COULD.

BUT NOW THEY ARE GOING TO CHARGE HER FOR REMOVING IT.

THEY SHOULD REMOVE THE DRUG DEALERS FROM THE FLATS. NOT WASTE MONEY CLEANING UP THERE RUBBISH FROM INSIDE THERE DISCUSSING FLAT.

THE STAFF DON'T GIVE A CRAP ABUT THE DISABLED PEOPLE HER. IT HAS TAKEN FIVE YEARS, TO GET A NEW GATE AT THE BACK OF THE GARDENS. WE HAVE DRUG ADDICTS COMING AROUND HERE STILL. AND WE HAVE NO SECURITY AT THE REAR OF THE DISABLED FLATS. SANTUARY ARE TO CHEAP TO PUT UP SECURITY CAMERAS AROUND THE BACK. AND THE ONES THEY HAVE IN THE CAR PARK ARE OLDER THAN MY OWN SECURITY CAMERAS, THAT I HAD TO PUT UP, AS I HAD STUFF STOLEN OFF MY MOBILITY SCOOTER.

SANTUARY ALSO ACT AS JUDGE, JURY , AND EXECUTIONER, WHEN IT COMES TO A RESIDENT THAT STOLE SOME LIGHTS FROM OUTSIDE MY FLAT. THEY TOLD HER TO RETURN THEM. AS THEY HAD IT ON CAMERAS, HOW DID IT. I WANTED TO PRESS CHARGES. NO SHE RETURNED THEM ALL WIPPED DOWN, NO PRINTS.

SO NEVER MOVE TO A SANTUARY PROPERTY. EVER.

The worst company in UK for Social Rented Housing. Been a tenant for nearly 8 years, been trying to look for my housing office for one year to report Mould and everything nothing happened. Filled Mould and Damp report in March 2026, my case wasn’t picked up. After months waiting on hold with all health issues I had, someone phoned me back and said I just got my job why you been neglected. Then a repair team attended and said they can’t fix things as it’s coming from the roof and Sanctuary doesn’t own the property only own your flat and Sanctuary needs to liaise with the company. Over 8 years, my health been impacted badly, I have Allergy now, Asthma and so many other issues just because of Mould. My Swap application was rejected when I found a person to swap just because I owed rent £400 and that was only half rent behind. It’s just brutal how they treat people. Never ever think of renting a property or becoming a tenant of this company unless you want to buy something. Everyone know how in Scotland Sanctuary Treats people. I have loads of photoes and evidence and happy to send them on to Trustpilot team.

Good and sending letter . Nothing get done on time . Lift problems. 5 days to get some one to look at it .😡😡😡

Waited over 6 months for a serious sewage problem to be sorted ended up sorting my self sanctuary would not help with cleaning or furniture removal ended up costing a small fortune just to get the contaminated furniture out as I am 70 and hire someone also the cleaning was left to me would not recommend sanctuary housing to anyone the Estimated time to do any big repairs can take up to a year

Hot water or heating for nearly 5 yrs as ex partner left property as signed saying not living at address, so no work has been done as can't speak to me ,even though have two numbers for myself, not once called me back . Just had a form saying repairs completed??? How still no hot water or heating, Two Asthmatic children, im also chronic Asthmatic . Not happy with sanctuary housing at all in anyway . Even went as far sending court threats as no access to house 5 days after engineers first came out regarding gas to house ???? No rent arrears, im on tenancy but they still choose to try contacting ex partner, which hasn't lived here for 6 yrs .

i have severe water damage due to a contractor and no one will repair it

I was offered a place by sanctuary. And they have messed me about very badly yes you can have it no you can't yes you can I'll call you Tuesday 2026 June to sign you up. OK cool then an hour later he calls me back. Oh I'm really sorry but I've messed up you cannot have the flat. But i promise you 100% I'll find you something else. What crap i had to call him the job's worth and he told me sorry nothing available what a load of crap. Very bad I'm thinking of naming and shaming.

Absolute. Worst. Management. They don't take any responsible for broken lifts and intercoms for weeks or months on end. Avoid living in any of the building managed by sanctuary at all cost.

I have been a tenant of Sanctuary Housing for 10 years, and until recently I had never experienced the level of poor workmanship, lack of communication, and lack of care that I have over the past year.
Sanctuary moved my family into this property because we were overcrowded in a two-bedroom flat with children. Instead of improving our situation, we have been left dealing with an ongoing rat infestation and damage to the property that has still not been permanently resolved.
Despite making multiple complaints about the infestation, the damage allowing rodents into the property, and the conduct of a staff member, I only received one response covering five separate complaints. This left many of my concerns unaddressed and made me feel that my complaints were not being taken seriously.
Temporary repairs and repeated visits have not solved the underlying problems. The workmanship has been substandard, and my family has had to continue living in unacceptable conditions while waiting for an effective, permanent solution.
As a long-term tenant, I am extremely disappointed by the way Sanctuary has handled this situation. I expected much better from a housing association responsible for providing safe, secure homes. I hope this review encourages Sanctuary to improve both the quality of its repairs and the way it treats tenants who raise serious concerns.

I would give 0 stars if I could.
Finally got a visit to replace our boiler guys turned up 12 o'clock with excuse why they were late and were gone at home time both days (Thursday & Friday) said someone was be here Monday,leaving us in a mess and with no hot water.
We were expecting them back Monday to finish the job however when I rang up to ask if someone was coming to finish the job the call centre guy( who was very nice and helpful) couldn't get me an answer he said he would fin out what was happening and get back to me.
He told me the manager had said they wouldn't be able to do it for another week.
Absolutely disgusting if they did a full day it could have been done.