Sanctuary Bewertungen 

Was on holiday and was contacted to say access was needed for our drains for next door . Was told contact would be made to arrange a date but it wasn’t - instead a new job was raised under our name and said someone would be there on the following Friday ! As we were at work that day I tried to cancel via website but couldn’t as it was within the time frame . Emailed sanctuary but they didn’t reply.Took time off work , engineers came only to find there was no issue !! No reflection on the engineer but a complete waste of everyone’s time and money . We never reported an issue !!!!!
Week previous , again a days holiday from work to wait for electrical works only to be told they wasn’t coming .
Still no update on solar panels which has now been going on for over a year !! Numerous days off work waiting for surveyors and various other people only for nothing to happen ! Tried to cancel but no response- really don’t know what is happening . When we do get a response ( which isn’t often ) sanctuary blame the contractors and the contractors blame sanctuary!!! Complete waste of time and money !!!! Put in two complaints ….. no response …. Not suprised at all! We both work but the days we have had off to wait for various jobs which have come to nothing is ridiculous! ……. Disgusting.

Reported front & backdoor problems for years to sanctuary!! Door drops every few months due to the design!! To heavy for the standard!! Had at least 4 floorings damaged due to this happening!! Sanctuary sends out a so called joiner to put a packer in and bigger screws, as if this sorts the problem!! Basically lasts a couple months!! Usual Sanctuary though, dont want to fix the problems, but quick enough to raise the rent price!!

I would give -10 to this company if i could. Where I live we have a street light that us not working. We are on a culde sac and surroubded by trees and ut is the end light that is not working. As a result it is pitch black and people have to use their phones to walk through the area. I have phoned Sanctuary to report it so they can contact the council to get it fixed. I was told i I WOULD HAVE TO REPORT IT MYSELF AS ITS NOT THEIR RESPONSIBLITY. SORRY BUT ITS YOUR LAND NOT MINE!!!!!!!!!!!!!!!!!!!!! The operator refused to put me through to the estayes department to discuss it with them. I ve reported you to the local housing ombudsman,MP and local radio and TV. You are putting your tenants lives at risk. I hope they throw the book at you.

The staff on the phone 📞 line are very helpful but the staff that attend for the repair 👨‍🔧 are pretty useless and only do half a job, now they have to come out a second to fix my central heating as only some of the radiator’s are working and if they had done ✔️ the work properly then they would not have to come back a second time 🕰️

The only good 👍 thing they did was replace an old part with a new 🆕 part so at least they got that right 😜

I like the provisional workmanship but what i don't is being kept waiting all day long its not good, I understand that they have other people to see but maybe more workers should be hired that way people aren't kept waiting all day long, thank you for fixing the problem though good work

santuary are horrendous and the attitude of the staff members on the phone. expecting a disabled person to move all there things out of a temporary accommodation by themselfs also with a child who has additional needs. because they want there property back also with no warning changed the locks for no reason at all

The length of time to get jobs done is ridiculous no thought of there tenants when waiting on a job to be completed
Waiting for jobs done on communal areas you can wait over a year shocking

Michelle the electrician who works in Rochford in Essex was amazing I had to have a new shower fitted. She was very competent and professional. Very kind polite and very helpful

After living with damp and mould for 5 and a half years the housing ombudsman are taking action thanks to Aawabs law. I've already had to take sanctuary to the small claims court after I lost all the contents of my bedroom due to the damp and mould due to their contractors screwing the window shut from inside and outside after they removed the locking mechanism and handle which meant I couldn't secure my bungalow for years. I had environmental health out plus various surveyors as well as the housing ombudsman. Finally the window was fixed but the damp and mould returned. Surveyors came out again along with a roofing guy and the cause was nextdoor having so much junk and garden waste up against my bungalow and fence the water from rain was polling there. Again a few years of waiting still living with the damp and mould if not cleaned each day, until the housing ombudsman call me to know if my damp issue was resolved which it hasn't been. So after living with the damp and mould in my bedroom for 5 and a half years it's finally been sorted, now just the damp in the bathroom to be sorted due to sanctuary not repairing a leak for several months. Meanwhile the housing officer visited and has requested nextdoor move the piles of junk at the side of my bungalow as there are rodents living in their and coming in to my back garden. This has now resulted in the guy nextdoor giving me half an hour of vile swearing and verbal insults and abuse about me complaining about it. As there are rats there ( which the guy claims there isn't) the local foxes I film and feed are hanging around there as there are rats there. They scent mark there which he has gone mad about, I clean it up normally at 4 am each day which again he claims I don't even though it's recorded on my security cameras along with the half hour of him shouting and swearing at me. The mess has now gone and it looks much better but the guy is still aggressive towards me as he claims he had to use his rent money to pay to get it cleared away. The foxes are still scent marking there as that's what they do when they know there has been food there. I stopped feeding the foxes after the abuse from nextdoor but they are still marking which I'm still cleaning up early in the morning. Thanks to sanctuary for letting him have so much junk and rubbish piled up for the last 6 years I'm now at risk after the threats from Mr aggressive nextdoor. So many sanctuary staff have seen the piles of junk and taken photos over the years but still they allowed it to remain. Sanctuary only care about your rent account being paid up to date and certainly not about their tenants

I am writing this as the authorised representative for my disabled mother, a long-term Sanctuary tenant.

Her experience has been appalling.

For years we have been trying to get serious repair and accessibility issues resolved, including unsafe external access, defective handrails, roof problems and water ingress. North Yorkshire Council previously made repeated attempts to get Sanctuary to act, including offering to facilitate some of the adaptation work themselves.

Sanctuary has now upheld both Stage One and Stage Two complaints and admitted numerous service and complaint-handling failures. Their Stage Two response specifically accepts that my report of active water ingress was received but was not properly owned or progressed.

The situation became serious enough that North Yorkshire Council independently inspected the property and served Sanctuary with a formal Improvement Notice under the Housing Act 2004, identifying both Category 1 and Category 2 hazards.

Despite all of this, communication remains extremely poor. Sanctuary has formally acknowledged that I am my mother’s authorised representative, yet I have repeatedly struggled to get anyone to actually engage with me or take overall ownership.

Contractors and surveyors continue to attend as though individual issues are new, despite years of inspections and reports. Most recently, an operative attended regarding the water ingress, said little could be done because it was not actively dripping at that exact moment, contacted Repairs and apparently raised the roof issue yet again.

Efficient and very friendly.

Sanctuary Housing are a disgrace they treat t he e tenants with no respect they are atrocious 😡😡😡😡😡

Service poor took 3 wks to get outside light repaired Have had someone out who said it was repaired now But it’s still constantly on meant to be sensory as if electricity was not dear enough

I needed my boiler pressure sorted,
It was easly booked ,the person ( not a machine) who booked my problem was very helpful and a pleasure to talk to, she went out her way to help.
The gentleman than cane ti fix my boiler was pleasant , polite, and very a good role modle for the repaire team .

Significant maintenance issues. Have seen no sign of "planned" maintenance so can't comment on that, but "reactive maintenance" includes

Failed bathroom drainage system (6pcm), failed bathroom water pipe work (7-8pcm), extensive black mould, absolute failure of double glazing, smoke alarms required replacing in 2019 (Nb. Constant failure' have had fire brigade knocking on door twice, due to widespread concern at screeching smoke alarm. 25% of neighbours have mentioned failing alarms, in the past 12 months.

Sanctuary Housing / Sureserve Compliance, having repeatedly failed to make any attempt to notify me of a date for a Gas Safety/Service Inspection. Notified me by letter, that I could be taken to court/evicted, if I failed to attend Gas Safety/Service Inspections. The letter was received, days/weeks after the inspections were allegedly due. By chance, a 3-4 Hr delay in leaving the property, led to my being in, for another Gas Safety/Service Inspection. Hadn't been notified by any means, of the Gas Safety/Service Inspection, nor was a Paper/Electronic evidence of inspection been provided. Initiated a FORMAL COMPLAINT, served via tracked/signed for delivery. The initial stage of taking the matter forward, through the Housing Ombudsman. An Inspection Record was received, 3-4 days following my notification, within the time period determined on a statutory basis. In probability, the delay & minor breaches in providing the Inspection Record, were merely procedural delays.

Of working age, have managed housing myself, more than capable of spending £200per annum on fungicidal treatments, replastering where plaster has failed due to black mould, £500 on door repairs, £87 on critical gas safety boiler check via 3rd party etc, etc, during 2026 to date.

Sanctuary Housing, utter incompetence. Even when a burst mains water pipe in my up stairs flat was reported, c/w failed "turn off" valve (Nb. Trust Pilot wouldn't accept the true spelling, it being a stop co...k), took 16 days of non stop reporting/chasing of issue, to gain any response.......maintenance call centre reported it to a roofing contractor, a gutter man, finally had a visit from a plumber. Water was turned off, been without water in the bathroom to the sink & bath for several months, there's merely a vague "we'll pass you to another team", when it's again reported. Made the point repeatedly, that a failed mains water pipe in an upstairs flat, which can't be turned off, had the potential to cause thousands of pounds of damage to flats below (Nb. Collapsed ceilings, damaged plaster/decor, damaged electrical systems, et al). Housing Ombudsman contacted

Have nowhere to move to, am partially disabled, unable to drive; but accept that to protect my health, even my safety, I have to move out asap

Living in a Sanctuary Housing property is not viable

(Nb. Interesting that I had messaging from Sanctuary Housing, via Trust Pilot, within 4 Hours of making a negative post, allegedly to allow Sanctuary Housing to contact me, to initiate repairs(Nb. I presume it's due to an attempt to identify myself & discourage myself/others from posting negative posts. 12 days have passed since my post, have not yet been contacted by Sanctuary Housing, in relation to issues I'd noted in my post. Contrasts notably, with the 4 Hr response to a Negative Post)

Written Notices' served on Sanctuary Housing during April, July, August, September, in relation to the absolute failure to undertake repairs which are required, under statutory remit, have not yet resulted in a full, or in most case's, any response.

On a positive, was impressed by the systems in place to ensure rent increases for those on Housing "welfare", were immediately met by an increase in rental "allowances" paid to the tenant by the DWP, Sanctuary having directly contacted the DWP. An effective system to limit "non payment" of rent by those on "welfare".

Further update, beginning to enjoy putting these on Trustpilot now, Because the next door neighbours are giving me every reason to do this, And Sanctuary seam to do nothing about them, so this is the reason why I am doing this, Sort them out and it will be the end of this. You keep putting druggies or dealers in, so I keep getting Anti social behaviour, banging on joining wall the last occasion this morning 27/09/2026 for 10 minutes. the kids are screaming all the time so makes wonder what's happening next door ( I have my own opinion on that).
If you put wild animals in houses they should be in cages, I have reporting them dumping rubbish on my wall to Sanctuary since August last year and still nothing has been done about them. (I have ask about it and its classed as ASB and Criminal damage) but its still there, He still filming me on MY back garden with Sound (its classed as Harassment and voyeurism)
Thankyou for reading look forward to next one

Why do Sanctuary take so long to get repairs done??? I waited over a month to get my toilet fixed as it wasn't flushing properly, this is not good for an elderly person in Sheltered housing, terrible service 😞

Well thank you sanctuary housing for not sorting out my anti social behaviour report which it's still on going, and the person in the property with the tenant isn't even on the tenancy and has been living there for the past three months, all I get from my housing officer is" I will talk to him but I have more importent things to do" so my health doesn't matter to sanctuary housing, I am even uncomfortable being in my own home and now have health problems due to all thats going on with my neighbour, thank you for nothing

I have been with sanctuary for two years during that time they've left me one year without heating in my flat they've left me the second year with a bowed front door with draft and light coming through the gaps the military paid for my carpets which have now been ruined due to the fact at my wet room has flooded now nine times in the last year what's more two of them have been in the last three days my bathroom's flooded out I'm a disabled veteran with severe mobility problems and basically I've been told by sanctuary tough luck in spite of the fact that their emergency numbers specifically says if you have no washing facilities this is an emergency and the fact that I've been able to have one shower in five days because I have no access to washing facilities legally fits That description but apparently the fact that I'm disabled and can't walk properly and wading through 3 inches of water is of no concerned to them the fact that I've have no balance and have previously fallen due to their incompetence of leaving me with a flooded bathroom doesn't matter apparently the fact that I'm disabled and can't walk doesn't mean I'm entitled to help so I've been told that they will log the incident at 8am tomorrow morning so in short I've got to spend the next 14 hours where I can't use my toilet or my sink unit or even go into my bathroom without a risk of falling and causing further injury to my disabilities which according to sanctuary is tough luck it's just something I'll have to deal with .sanctuary is a joke I chased for 2 years for them to do the repairs for the damage they had caused and the only reason they did it was I'm ex military police and I was going to take them to court and they know I had so much evidence I could have convicted god himself so they p u c k e r d up and kissed my ass to stop me taking them to court even then they purposely dragged it out and left it to two days before the deadline because they thought they would test me and they lost BIG TIME and the fact I did it in public so all the neighbours knew about it must have really caught their throat so all the locals who have had trouble repeatedly themselves with sanctuary knew about me beating them and I caught them out lying and deceiving their tenants and Iknew it .on top of that housing standards have been involved with them for two years housing standards only usually get involved for six months so it shows you just how bad are their services( or rather lack of) that after two years housing standards are still going after them for NOT doing jobs that they should have done within the first six months fortunately i have got the videos from at least eight occasions of flooding so they're all dated and time stamped so I'm going to speak to a solicitor show him all the separate videos of my bathroom being flooded and the fact that they have done nothing about it even though I'm disabled the flat is registered disabled I've even got disabled parking space but apparently that means absolutely nothing when your bathroom is flooded and unsafe to walk into as long as they can save a few quid by not sending out a plumber now they've just told me they can't do it because it's not an emergency and yet every other single time it has been an emergency so basically what we dealing with here is members of staff there are two lazy or two incompetent to do the job they are paid for and a company that covers up their misconduct if I could actually give zero stars i would unfortunately you have to give a rating my rating is they belong in the toilet with all the other crap also I could only put in one day of experience and this is happened 9 times now over the last year the exact same thing where my bathroom is flooded out and I have to take a risk of cleaning up the water while waiting for a plumber and causing injury or injury myself by trying to soak up over 3 in of water in my entire bathroom with damp cloths and a mop which causes considerable pain due to the fact I've had my right arm and my right leg rebuilt and my neck is damaged but hey I'm only a disabledex servicemen and for Sanctuary disabilities are an inconvenience and I would go as far to say judging their behaviour they are definitely coming across as prejudice against disabled people and that will be the path I will be looking into when I speak to the solicitors tomorrow I will supply the two years of evidence of repeated and I do mean repeated violations of breach of contract which I already had confirmed on a previous date which is why they were going to be taken to court in the first place it seems that they think that because I dropped the case they can go back to treating people like crap well I am x military police and I'm coming after you and this time I don't care if you do the jobs or not it's not going to be dropped a now I've just spent two hours on hold to be cut off after being told it was a 30 minute wait

Two men in a Sanctuary van were catcalling a woman while she was out on the street. She was clearly distressed by their behaviour.

This is completely unacceptable, especially from people representing Sanctuary in a company-branded vehicle. Sanctuary should investigate this properly, identify those involved and take appropriate action. Women should be able to walk or run down the street without being subjected to this kind of behaviour.