Sanctuary Reviews 

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.

Sanctuary manages the affordable housing on our new build estate on Builyeon road South Queensferry, Edinburgh . They have failed to do basic repairs to the flats communal bin cupboard and now there is rubbish exposed on the street attracting pests. This is a really nice, new , street. I can only imagine what their housing practices are like in other areas of the country

Perfect !!!

I’ve trouble experience with sanctuary if I call for a repair they give me appointments for a months and when they come and check they give another appointments a few weeks or months sometimes they change the appointment date

They never turn up, No communication ever. I missed one gas check once and they threatened eviction. Terrible terrible terrible

Good communication, good competent staff, clean and efficient. The maintenance men have been here three times and have all been first class. Couldn't ask for better.

I have to say that sanctuary have been amazing! We moved into a our new home 7 weeks ago and have needed to report alot of repairs that needed doing and sanctuary have quite literally been fantastic at communicating with us and getting the work done quickly and efficiently.

Worst housing association in the UK
Poor housing poor customer services and repairs but the biggest problem of all is : Anti Social Behaviour they don't do anything about it and will let you suffer for years on end until you struggle to move house..avoid them.
They didn't care about our suffering and side with the perpetrators making you move out, not them !

If you enjoy administrative endurance trials, contradictory information, and the unique feeling of shouting into a void that occasionally sends you a generic email reply three weeks later, then Sanctuary Housing Association may be the perfect match for you.

My experience felt less like dealing with a housing provider and more like participating in a slow-motion escape room where the only prize is another unanswered complaint form. Communication arrived with all the urgency of a fax machine in 1997, and clarity was treated as an optional extra rather than a basic service.

Every interaction seemed to generate a new layer of confusion—like a bureaucratic matryoshka doll, except none of the dolls contain solutions, only “we’ll get back to you shortly” messages that age like museum exhibits.

The only moment of genuine energy in the entire process was deciding to take legal action for £15,000. Ironically, that was the first time anything resembling responsiveness entered the chat.

If consistency is what you’re after, you’ll find it here: consistently delayed, consistently circular, and consistently impressive in its ability to turn simple issues into long-running sagas.

Would not recommend unless you are actively studying frustration as a discipline or collecting examples of institutional inertia for academic purposes. I am still waiting for a response to a complaint I have made seven times.

Sanctuary Housing UK is not to be confused with NSW based HomesNSw provider Sanctuary Housing NSW Pty Ltd - please read all reviews mindfully

On the 27th and 28th of May, 3 Sanctuary gas engineers attended at my uncle's home to replace his broken boiler, and in addition, fixed his kitchen sink.

These Sanctuary employees were excellent, kind, respectful and professional; employees the company should be proud off. It is a shame that some other Sanctuary employees do not present themselves in the same way.

We became tenants of Sanctuary back in October and have been very happy. The house was excellent, great fixtures and fittings, lots of space and a big garden. The repairs we’ve needed were dealt with in a timely manner, were easy to report, the engineers always let you know when they’re coming, always arrive on time, and are friendly, professional, knowledgable and competent. The customer service team are also responsive and understanding. We are very happy tenants, and our rent is very reasonable - much bigger house than our last and much cheaper too - and a better service. We were with BPHA before who were appalling.

SANCTUARY HOUSING AND THE PEOPLE THAT WORK FOR SANCTUARY HOUSING SHOULD BE SHOT THE RUBBISH THEY COME OUT WITH IS BS PEOPLE WHO HAVE AUTISM GET TREATED BY SANCTUARY IS DISGUSTING SACK THE LOT OF THEM ALL A BUNCH OF DO GOODER

Since Sanctury took over from Johnny Johnson, the repair service has been terrible.
Last year we reported a broken down double glazing unit in February 2025.
After asking 3 times and 3 times waiting in , they said they hadn't even ordered the glass.
It was EVENTUALLY replaced in November 2025.
This year we had another unit break down.
It's the 6th we've had in 5 years.
Reported it 4 weeks ago.
At the same time we reported the broken air vent.
6 replaced so far.
Still waiting.
Terrible customer service.

Sanctuary housing is a joke tell people not a loud to put caravan on drive way so what do they do put caravan on drive way and sanctuary r to scared to tell them get it off but in tendency agreement no caravans and ment peopleto get permission to have dogs but they get dogs with out permission not a loud to turn dinning room in to 4 bedroom but they do it and one house is selling drugs from their house what do sanctuary do not a thing bean going on for 4 years now so sanctuary housing u need to look at all people who rent your houses go round every house u rent in Medway Kent and have a look

Avoid avoid avoid - Sanctuary housing are a disgrace! problem after problem in the few years we have lived with them.

Missed appointments, lies, homes in disrepair, rude staff even the surveyors, so much stress caused!

Ridiculous. Countless emails in regards to neighbours fence. Then other neighbour has rubbish and overgrown area never maintained causing rats to enter shared loft. Several emails chasing no response. When they do they say it’s on the list. Fence has fallen down in two sections authorised repairs in one part but not the second part. Looks like we will have to pay .. no words. Kirtling Suffolk put jan but been more than a year!! Sanctuary update- several emails later no reply no action now our tenant is leaving and can’t rent property until fence is fixed. I’ve sent soo many emails ongoing two years +

The engineer Ricky is an excellent ambassador for this company who are quite unpleasant people especially the “jobsworths” ! However despite a schedule that would kill me Ricky just get on with things and calmed me down as I suffer from among other things high anxiety and acrophobia and a fear of people so I always ask for him! Now I would call a blocked toilet and a broken flush quite an important call out yet it took five days. I’m crippled with arthritis and was having to get bowls full of water and throw it down the toilet as you can imagine in the hot weather last week it was an absolute nightmare anyway Ricky came to the rescue. He deserves a medal. I deserve along with the other tenants some respect, kindness, and understanding from the top down.