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July 2026
We answered your questions in our latest customer webinar
Thank you to everyone who joined our recent Stronger Together webinar and shared questions with our leadership team.
This was the third event in our Stronger Together series, which is part of our Resident Engagement Strategy and our work to give customers more opportunities to share their views and hear directly from us.
During the session, our Chief Customer Officer Lizzie Hieron was joined by Director of Property Services Darryl Watton and Director of Housing and Customer Services Kathryn Fox‑Rogers. Together, they answered questions submitted by customers.
We received more than 100 questions. To cover as many as we could, we grouped them into themes based on the topics you told us matter most, including repairs, contractors, wellbeing, damp and mould, and home improvements.
If you weren’t able to attend, you can catch up on the recording. We’ve split the session into shorter sections, so it’s easier to watch the parts you’re most interested in.
Your voice is helping us get things right
In May, we worked with 11 customers from England and Scotland to improve how we support you. They listened to real calls to our Customer Hub. This helped them hear what works well and what needs to be better.
We showed them how we check calls for quality, like being kind, clear and understanding your needs - all in line with our Quality Assurance framework.
What’s new is that customers are a key part of this work. They share honest feedback based on real calls.
Each month, they review a small number of calls. This helps us learn, improve, and give you better, more consistent support every time you contact us.
Keeping shared spaces clear
We all share the spaces where we live, so keeping them clean and clear helps everyone.
Use the right bins for your rubbish and recycling. If you have larger items, like furniture, it’s best to arrange a collection.
Leaving bulky items in shared areas can block access and cost money to remove. These costs are shared through service charges.
If you’re not sure what to do, your local council may offer a collection service. You can also contact us, and we’ll help point you in the right direction.
Leaseholders Insurance Update
From 31 May 2026, leaseholders and shared owners covered by our block building insurance policy will see changes to both premiums and excess levels.
Insurance costs have increased across the market, driven by rising claim costs and an increase in water-related incidents. Rebuilding values have also been updated to reflect current construction costs, helping ensure homes remain fully protected.
The excess payable on claims will change to:
- £350 for general claims (previously £250)
- £500 for escape of water claims (previously £250)
- £1,000 for subsidence claims (unchanged)
Aviva remains our building insurer, and we've worked closely with them to limit increases while maintaining comprehensive cover for residents.
Water leaks continue to be one of the most common and costly causes of damage. Residents can help reduce the risk by knowing where their stop valve is, insulating exposed pipes, keeping homes heated during cold weather and turning off the water supply when away for extended periods.
We're also reviewing how insurance costs are apportioned through service charges in future years to ensure charges remain fair and reflective of property values. There is no change to service charges this year.
If you have any questions, please contact our Homeownership team on 0800 916 1444 or email homeownership@sanctuary.co.uk.
Keeping your home safe this summer
We want you to be safe in your home all year round.
During the summer, open windows and balconies can pose an extra risk, especially for young children.
Window restrictors and balcony safety features help reduce the risk of falls. They limit how far a window can open and help keep doors secure.
What you should do:
- Check your window restrictors are in place and working
- Don’t remove or tamper with restrictors
- Keep furniture away from windows and balcony edges
- Never leave children alone near open windows or on a balcony
- Don’t lean over the balcony edge
- Never use a barbecue or fire on a balcony
- Be aware of the signs of heat exhaustion, such as dizziness, headaches, heavy sweating and feeling faint, and cool down as quickly as possible if symptoms occur
- Keep your home cool by closing curtains, blinds and windows that face direct sunlight during the hottest parts of the day
- Check in on neighbours, relatives and friends who may be more vulnerable to heat, including older people, young children and those with long-term health conditions
If you think a restrictor is missing, damaged or not working, please report it to us as soon as possible. We will arrange a repair.
If you’d like more advice on keeping your home safe, visit these pages on our website.
Want to save money on your broadband?
If you’re worried about the cost of staying connected, you may be able to get a cheaper broadband or mobile deal. These are called social tariffs.
They can help you stay online for less, with lower monthly costs and fixed prices.
Across the UK, older phone lines are being replaced with newer digital connections by January 2027.
We’re updating our systems as part of this change. This means you may see engineers in your building from time to time.
They will be carrying out checks or installation work. Sometimes there may be more visits than usual, but we don’t expect this to disrupt you.
If you have any questions, please contact us and we’ll be happy to help.
If you pay for your own phone or TV services, like Sky, your provider should contact you about switching to a digital connection. If you haven’t heard from them yet, you can contact your provider to find out more.
Need to report a repair? Here's how
If something in your home needs fixing, we’re here for you. The quickest way to report a repair is online.
Report a repair anytime. You can also track or rearrange your repair there.
Prefer to speak to us? Call 0808 168 3476 to talk to your local team. You can also text us on 07800 006781.
Make sure your contact details are up to date so we can keep you informed. You can update them online or when you speak to us.
If you need more support, click the button below.
Download the Housing Perks app to save money
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'll need your Customer Number, this will be referred to as your Tenancy Reference Number. You’ll find this near the top of your rent and service charge letter, and many of the other letters we send you. If you don’t know your Customer Number, you can request it using our online form.
You can download the app from the Apple App Store, the Google Play Store or the Housing Perks website.
Summer is a lovely time to enjoy your home.
A few small things can help everyone feel safe and welcome.
Quick tips
- Keep your garden tidy
- Try not to leave rubbish outside
- Be kind and respectful to the people around you
Doorbell cameras
If your camera records outside your home:
- Put up a sign so people know
- Delete footage you don’t need
- Stop recording someone if they ask
If you need any support, please get in touch. We’re here to help.
Tenant Satisfaction Measures (TSM) results 2025-26
Our latest results show we’re making good progress, supported by our recent C1 consumer standard rating from the housing regulator. This reflects the work we’re doing to keep homes safe and improve our services.
Many customers told us they’re happy with repairs, safety and how they’re treated. We know we can still do better with communication, complaints and neighbourhoods, and we’re focused on improving these areas over the coming year.
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.
