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October 2025
We're listening to you
Your feedback helps us improve our services.
We’re making two important changes based on what you’ve told us: updating our website and creating a new online customer portal.
Our website
We’re working hard to change our website so that you can more easily find the information that’s relevant to you.
We’re also building a new online customer portal that will let you:
- report communal repairs and check updates
- view your contract information
- set up direct debits
- make payments
- update your personal details
- tell us how you’d like to be contacted
You’ll be able to use the portal whenever it suits you. We’ll keep you updated and let you know when it’s ready.
Help us stay in touch
We’ve now made it even easier for you to let us know when your details change.
It's important that we have the right information because this lets us help you faster when you need support.
It also means we can contact you in an emergency and share important updates with you.
Our simple new form lets you tell us things like a new email address or mobile number. You can also update your health or personal information.
You can complete the form on your computer or mobile phone.
We’re stronger together
More than 80,000 customers helped shape Stronger Together, our new Resident Engagement Strategy.
We believe the best way to improve our services is by working closely with you.
Whether it’s repairs, safety or how we communicate, this strategy is all about making sure your voice helps shape what we do every day.
Your voice, your impact
We recently held an online session to talk about Stronger Together, our new Resident Engagement Strategy.
Craig Moule, our Group Chief Executive, and Lizzie Hieron, our Chief Customer Officer, shared how your feedback shaped the strategy, what’s changing and how customers will continue to influence our services.
Working together on fire safety
We all have a part to play in keeping our buildings safe from fire.
We regularly check our buildings for fire risks and test safety equipment to make sure it’s working properly.
If you live in a flat you can help by keeping shared areas clear and speaking with us before changing or altering your front door.
If your flat opens onto a shared corridor, your front door is designed to stop fire and smoke for at least 30 minutes. This gives everyone time to get out safely if there’s a fire.
If you replace or alter your door yourself, it might not work as it should and that could put lives at risk.
Find more fire safety tips on our website.
Could you get out your flat quickly if a fire broke out?
If you live in a flat, would you need someone’s help if you had to leave your building quickly?
It's important to let us know if you, or someone in your home, would find it hard to get out if there was a fire.
Our friends at the fire service will be able to support you better if we know of any mobility, health or sensory issues that could slow you down or make it hard for you to leave your building.
If this applies to you, please help us keep you and your household safe by filling out the short web form below.
How we keep our high-rise buildings safe
Sanctuary manages 108 high-rise buildings in England. Our team of Building Safety Managers (BSMs) cover these buildings, making sure every block is as safe as it can be.
In this video, Ged Lawless shares a typical day on the job and some of the many tasks our Building Safety Managers do.
If you live in a Sanctuary high-rise we'd love to hear your thoughts! To help shape how Ged and other BSMs keep your building safe, email engagement@sanctuary.co.uk or scan the QR code shown towards the end of the video.
Meet your new Group Housing Board member
Our last newsletter sparked more than 300 expressions of interest in joining our Group Housing Board as a customer member.
We interviewed some great candidates and have now appointed two new members, including a homeowner.
Deborah is a homeowner in East London. She’s passionate about making housing services work for everyone. She has experience in strategy, communications and policy, and volunteers with organisations that support people affected by domestic violence, young people and the arts. Deborah will also chair our Resident Advisory Panel.
How you can get involved
We have a dedicated Homeowners’ Community of Interest. This group of homeowners works alongside our Head of Homeownership to help shape and review our services and projects that affect homeowners.
Their feedback helps us improve. We’d love to hear your thoughts too!
How we performed
Our latest Tenant Satisfaction Measure scores show how we’re doing.
Half of the homeowners surveyed told us they were satisfied with the overall service we provide. We know we don’t always get it right and we have more to do to improve your experience with Sanctuary.
Our dedicated Homeownership team is working hard to improve things for you, including making sure we have the knowledge and systems to deliver a great service.
Protect your home and belongings
Home insurance can give you peace of mind by covering damage or loss to your home and your things.
It’s important that you check your lease to find out what we insure and what you need to insure yourself.
There are two main types of insurance:
Buildings insurance covers the structure of your home. If we own the block of flats you live in or if you’re a shared owner, we’ll usually be responsible for insuring the property for any damage caused by fire, storms, and floods etc.
As a leaseholder, you have a right to ask for:
- a copy of the buildings insurance policy,
- a summary of the cover, and
- proof that we have paid the insurance premium.
We don’t get any commission for arranging buildings insurance for leaseholders and shared owner.
Contents insurance protects your personal belongings from things like theft, fire or accidental damage. Buildings insurance does not cover your belongings. We recommend you take out your own contents insurance with a provider that’s regulated by the Financial Conduct Authority.
Service charge accounts
You’ll have recently received your end-of-year service charge accounts.
Visit our website for information about your service charge or to make an enquiry.
Contact us
Please use our online enquiry form if you'd like to contact us.
