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April 2026
Acting on your feedback
We always want to give you the best possible service.
The most effective way for us to learn how to serve you better is by listening to what you tell us.
This past year more than 42,000 of you have shared real-time feedback with us about your experience of Sanctuary. Most of your comments were about how you found our Customer Hub and Repair colleagues.
Alongside this, over 4,000 residents - including many homeowners - answered questions about us for our Tenant Satisfaction Measure survey. We also gain further important insights after investigating the complaints we receive.
You can read about how we act on your feedback and use it to shape our service to you on our website.
Housing Perks - you can sign up now
We’ve teamed up with Housing Perks to help save you money.
We recently sent you an email inviting you to register.
The Housing Perks app is free to use for Sanctuary residents and offers discounts at over 100 national retailers including Sainsbury’s, ASDA, Morrisons and Argos.
You can use these savings to pay less for your shop or as contributions towards your service charges.
You can download the app from the Apple App Store, the Google Play Store or the Housing Perks website.
Or click the link below.
Tackling damp and mould early
Tackling damp or mould helps keep your home safe and stops problems getting worse.
You are generally responsible for the upkeep of your home. The exact responsibilities are explained in your lease or transfer agreement.
However, if you spot something causing damp or mould that you think Sanctuary's responsible for, please get in touch. We may offer a virtual inspection so we can assess the issue more quickly.
With a virtual inspection you don’t need to wait for someone to visit your home. Instead, we’ll look at the problem with you over a video call, making it faster, less disruptive and helping us to carry out a quicker repair.
Have a question for our leadership team?
Have a question about repairs and improvements, your home or your community? We need your help to do things better.
You’re invited to our Stronger Together live Teams event, a question-and-answer session with Sanctuary’s Chief Customer Officer Lizzie Hieron, Director of Property Services Darryl Watton and Director of Housing and Customer Services Kathryn Fox-Rogers.
Kathryn Fox-Rogers, Lizzie Hieron and Darryl Watton
Through our Resident Engagement Strategy, Stronger Together, we’re giving customers a stronger voice and working with you to improve our services.
Date: Friday 12 June
Time: 1.30pm to 2.30pm
Where: Microsoft Teams
Register now to save your place. You’ll be able to submit a question during registration.
The Housing Officers and Scheme Managers who manage our Leaseholder age 55+ schemes are moving under different leadership
Sanctuary has employed a new Director of Independent Living to oversee our rented 55+ schemes and, since April, they have taken responsibility for residents in leaseholder schemes.
We know that leaseholders often face similar challenges and can therefore benefit from this specialist team. Where there are differences, the Homeownership team will remain on hand to provide the support you need.
We've visited schemes around the country to learn more about what's working well and what needs attention. This helps us understand what matters most to you and where we should focus our efforts next.
We're looking forward to working with you and making our services even better.
Join resident Bill on an estate inspection
More than 1,000 residents help us shape our services and check how we’re doing through our community of interest groups.
Our Estate Inspection group gives residents the chance to provide their honest feedback on an estate other than where they live.
Watch as Doncaster resident Bill joins colleagues from our Housing and Property Services teams on an estate walkabout in Sheffield.
Do you have questions about your service charge?
We recently sent out our latest service charge letters.
This short video might help if there's anything in the letter you're not sure about. This video is also available in other languages, including British Sign Language.
Help us stay in touch
If there’s a serious incident that affects you or your home, we’ll send you a text message or email to make sure you know what’s happening.
Of course, we’re only able to keep you informed if we have your correct mobile number and email address.
This simple form makes it easier than ever for you to tell us if your contact details have changed. You can also use the form to update your health and personal information.
Any thoughts?
We'd love to hear what you think of this update, and any suggestions you have to make it better.
Contact us
Please use our online enquiry form if you'd like to contact us.
