Sanctuary Avis 

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 .

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.

I would give zero stars if I could! Worst association I have ever had to deal with. Still waiting for a repair after five years and a stage 2 complaint which was upheld. Told I needed to have as assessment to see whether I needed the repair so made the appointment, operative never arrived. Rearranged the appointment, operative never arrived, appointment booked for next week, am I optimistic they’ll turn up - NO! I spent 1hr and 6 mins on hold to get through to the repair and maintenance department on the phone. They get the award for the most disorganised and unhelpful company ever.

Sanctuary housing officers openly tell lies to your face(you know who you are) and the only thing sanctuary really do care about is their rent money. They don't care about repairs/anti social behaviour/aggressive dogs/etc etc. Sanctuary housing are even worse than council housing and that really is saying something. 31 years I have been a tenant, I wish I had NEVER gone to sanctuary because SANCTUARY they ain't. You asked me to remove your precious housing officer's name even though what I claim is true! So I have done what you asked sanctuary but I can promise you this, tomorrow I will be passing on he who must not be named's name to other parties😄 as I have proof of his fibs and incompetance. You have NEVER appreciated what good tenants you have in the 31 years of living here. You prioritise all the anti social people who do not value their properties! I have not missed any platform when writing about this matter so get ready for it! The last one was the ombudsman, i'll give you that one for free.😂
UPDATE TO 22/9/26
I just told housing officer who must not be named that I want nothing more to do with him because he is incompetent. It was a nice feeling😉 he didn't like it that the police have taken this over. So I won't be making any more reviews because they aren't worth it!

Kept over an hour on the phone, thank goodness for loud speakers.

Very friendly workers and completed as explained

I recently telephoned Sanctuary Housing for a friend to report that her hot water wasn't working. They said that it would take up to 7 days to repair. I asked what you were supposed to do in the meantime. They said that as she'd got a shower, it wasn't an emergency and that she should boil a kettle. The lady concerned is almost 76, has severe dimensure and shouldn't be doing such tasks. Sanctuary charge high rents and offer sub standard services in return. They should be ashamed of themselves.

A cetain worker for sanctuary houseing has attened my house twice. Ive requested them not to to attend again. The guy keep looking at my boob rather than my face. Im 52 and dont appreciate it.
The guy was also on arrival only intrested to get off home. Workers like this should find another job. We need repairs to a lasting standard.

Best in uk ❤️ Thank you GOD Bless 🙏

Why on this earth. I trying to register myslef on this company, I never knew. How this company works. I put every little details. I mean every step by step. I gone through the Questions, it still asking me. Is pending , even though i provided all my information they asked. Still not registered, i gave up. Ffs

I've decided to come and write a positive review of my experience with Sanctuary housing. I've only been in my property about six weeks but I cannot fault their response to repairs, especially tonight when my front door mechanism failed and I could not lock it. My door was fixed within 2.5 hours after I called. I'm in the Southwest region if that makes any difference. Very much obliged to sanctuary tonight as I have a child with OCD and anxiety and their quick response meant that my child's upset with an unlocked door didn't escalate. 🙏

A bigger bunch of charlatans you couldn't find. Fobbed off, an emergency treated as a non-emergancy. Finally someone comes & reclassifies it as an emergency & then they send me a survey before they've done the job. A disgrace