Sanctuary Avis 

Affordable housing NOT affordable.
Since Swan buy out - rents have increased massively and guess what, going up again November. Rent has jumped in 1 year by £100. 1 bed flat costs MORE than a 3 Bed House, work that one out!!
Not really acceptable is it!! Ripping us off big time!!!!

Sanctuary housing have sent me information on somebody else’s disrepair claim they have broken data protection laws very annoying they think this is acceptable behaviour they are also refusing to log repairs this is my legal right that you must log repairs yet no repairs have been logged nor sorted breach of tenancy agreement.

I waited 2 weeks for a main sewage blockage of human waist to be cleared from their Premises in a high rise block of flats.! Called the emergency line.they sent 3 contracts out which could not to the job as it was to big for them to deal with as its needed a tanker. It took 2 weeks for them to complete the job. In the mean time the smell and human waist back up was a health and safety issue but thanks to health and safety from Birmingham City Council and my mp. It was finally sorted.

I had an old Boiler that broke down and leaked through my ceiling and down my stairs, it destroyed my wallpaper and hall ceiling, consequently I had to remove my stair carpet because it was soaked and stunk, I also lost Bedding and towels and various bits of clothing that was stored in the boiler cupboard. A Manager was due to attend my address to assess the damage on the1/9/2026 I waited all afternoon but no one turned up without being informed they weren’t coming. I also had a broken toilet cistern that supposedly fixed, but in actual fact they made it worse, all of these repairs remain not fixed. I am extremely disappointed with Sanctuary’s service and their Contracted employees. I am now contacting the Ombudsman 😡😡😡

Aside from the deal around shared ownership being 40% ownership but 100% responsibility, my home has been littered with building issues, leaks in both bathrooms coming to light after the 2 year deadline due to slow leaks among many others. Sanctuary are such an unkind company, putting profits before people, even though my understanding is that it is'not for profit' being a housing association - where is the money going??..... The estate that I live in hasn't been finished, we have unfinished paths, unfinished roads in spite of building works being completed over 2 Years ago! The response to genuine residents concerns over people falling, spray around the trip hazard!! The updates to residents is full of false promises and lies! I regret buying from these cowboys

Nafees you are an absolute legend
And sanctuary take note...
That man is a credit to your company.

I found sanctuary housing since I moved in 6/10/2014. Always get my jobs done. Communication with rent is very good to let me know I am in arrears and always help me to sort it out on payment plan to resolve this. Staff are always nice when I talk to them and very understanding.Much better service from Sanctuary Housing than when I rented privately.

I am extremely disappointed with the way Sanctuary Housing has dealt with my late mum’s rent account at Lawley Bank Court, Telford.

After my mum passed away, I had to take on the difficult task of sorting through all of her paperwork and dealing with her affairs. During this process, I discovered that her rent account had been significantly overpaid and that Sanctuary actually owed her estate a substantial amount of money.

What has been particularly frustrating is that nobody contacted us to tell us that there was a significant credit on her account. I had to discover this myself and then repeatedly chase Sanctuary to find out what was happening.

I have been told several times that the refund would be paid “this week”, then another date, then another week, and yet the money still has not been received. This is incredibly frustrating, especially when we are talking about money that was taken in excess of the rent that was actually owed.

It also makes me question what checks Sanctuary has in place. Why wasn't someone reviewing the account and asking why a resident was consistently paying more than was required? Surely significant credit balances should be identified and investigated rather than being left for families to discover after a resident has died.

I would urge other Sanctuary residents and their families to check their rent accounts carefully. Make sure you know exactly what you are being charged, what you have paid and whether your account is showing a credit balance.

I hope Sanctuary will not only resolve my mum’s outstanding refund without any further delays, but also look at how this happened and what can be done to prevent other residents from finding themselves in the same situation.

At a time when our family was already dealing with the loss of my mum, having to repeatedly chase for money that was owed to her estate has added unnecessary stress and frustration.

This company is a joke and they should of the housing license by the housing ombudsman revoked they don't do repairs lie on phone calls 60 home in warrington without water today and not due to the water board but due to housing and their pumps not pumping water unable to wash go the toilet have a drink for over 7 hours now and has two children with disabilities

Never in my life have I encountered such a disgusting ineffective organisation - apathetic - cruel - and an utter shambles. I cannot leave details as the case is still live - but God save you if you have any issues.

Sanctuary just provides cheap repairs and not proper equipment or employers just random people and even they agree everything is done cheap so they Sanctuary have more money if there pocket instead of providing more money into houses like upgrading houses secured property's they simply just don't care and can't wait to take them to court

I’ve been without a washing facility for nearly 2 weeks. I was supposed to have a plumber out last Monday. Instead of showing up the plumber took a picture of the down stairs buzzer and left. Never buzzed the door, used the trade button and knocked or called. I believe he just couldn’t be bothered as I was here all day. I phoned later that day to find out where he was as I wasn’t even told he attempted to come. This is how I found out he took that picture, I was then told I’ll have to go back in the system and potentially wait another week. A day later I received a phone call to reschedule, the lady I spoke to tried to reschedule it for in seven days time! That would’ve been left me nearly 3 weeks without a washing facility. I said that was unacceptable and I’d need one sooner than that. She puts me on hold for a couple of minutes and tells me she can give me one for Thursday instead so in two days time. I haven’t washing in weeks, this is destroying my mental health with my self-esteem and the stress. I can’t believe how bad the service is. In the past, I haven’t had this much trouble. I believe it’s because I reported antisocial behaviour from my neighbour earlier in the year. They tried to tell me it wasn’t antisocial behaviour, but I believe someone’s throwing rocks at your windows and people beating on the walls while screaming wake up at 3am is but what do I know lol not to mention the homophobic slurs shouted at me when I walked past them in the street.

I'm on universal credit and have the rent payments paid directly to sanctuary yet keep being told I'm in arrears universal credit not paying the rent yet UC states they are being paid, get totally disrespected when I call sanctuary as I n wrong and they are right, asked for manager to visit me to prove UC are paying the rent but noone ever turns up,worst company going no respects for residents

What a joke this company is, completely useless they have left me without a working shower for 5 weeks and counting, after numerous emails all you get from them is we'll get back to you in 10 days, then palm you off with nothing but lies, then have to go through it all over again and again

It’s literally one thing after another .Been a tenant for over 20 years and it’s gets worse and worse . Any issues reported become so complicated. We both work and trying to arrange dates for repairs is terrible . Supposed to be having solar panels fitted has turned into a joke ! I really could go on and on !

They say they have got rid of mold and damp before you move in ,, and they have not ,,,I have severe lung condition and it’s dangerous for me to live in the property , I have had to move out and live in my car with my cat ,, now I’m desperately trying to find somewhere else to live ,,, they are sending a surveyor next week ,😮😮😮unbelievable

I reported my toilet cistern not flushing right they booked me straight in for a repair Monday 10th as I had told lady was having family visiting 14th for a week and needed it as I only have one toilet. Jason came and checked what needed doing, went for part and showed me what was wrong replaced the part and tighten cistern to walk as it had worked loose due to how long I had tired to cope with it.

I am extremely disappointed with Sanctuary's repairs service. For over two years, they have been claiming that my property is the cause of a leak affecting the flat below, even though they have visited several times in the past and found that the leak was coming from another neighbour's property. Despite this, they have continued to blame me instead of properly investigating the other properties.

I have recently renovated my home and there is no leak coming from my property, yet Sanctuary continues to accuse me. Their communication has been threatening and they have spoken to me in a harsh and intimidating manner, which has caused my family a great deal of stress and anxiety.

They have also tried to gain access to my home while I am on holiday, even though I clearly informed them that I will not return until 22 August. I told them that I am willing to give them access, but only if my mother is present in the property. This is a reasonable request. I am worried that work could damage my newly renovated home, including my tiles, and I am uncomfortable with people entering my property without someone I trust being there.

To make matters worse, I have a child with additional mental health needs who finds it extremely distressing when unfamiliar people come into our home. Sanctuary has shown very little understanding or consideration for the impact this situation is having on my family.

Based on my experience, I feel that Sanctuary has handled this matter unfairly and without proper care or respect for its residents. I would not recommend their repairs service to others unless they improve the way they investigate issues, communicate with tenants, and treat families with compassion and respect.

Gas maintenance is the same person who visits, so l know who to expect.He always explains if there is a problem & how he is going to fix it.

This is yet another BAD review I am having to write. AS Sanctuary housing, made myself and my neighbour REMOVE A LAMINATE FLOOR FROM HER OLD FLAT, THAT WAS NOT PUT DONE BY HER.

AND THE WORST BIT IS, WE ARE BOTH DISABLED.

THE FLOORING WAS DOWN WHEN SHE MOVED INTO THE FLAT, SO IT IS NOT HER RESONABILTY TO REMOVE IT, IT WAS THE PREVIOUS TENANT THAT PUT IT DOWN.

SHE WAS NOT ABLE TO GET ALL OF THE FURNITURE TAKEN OUT, AS THEY KEPT ASKING FOR THE KEYS FOR THE FLAT EVERY DAY. SHE ALSO DON'T DRIVE. AND HER FAMILY HELPED ALL THEY COULD.

BUT NOW THEY ARE GOING TO CHARGE HER FOR REMOVING IT.

THEY SHOULD REMOVE THE DRUG DEALERS FROM THE FLATS. NOT WASTE MONEY CLEANING UP THERE RUBBISH FROM INSIDE THERE DISCUSSING FLAT.

THE STAFF DON'T GIVE A CRAP ABUT THE DISABLED PEOPLE HER. IT HAS TAKEN FIVE YEARS, TO GET A NEW GATE AT THE BACK OF THE GARDENS. WE HAVE DRUG ADDICTS COMING AROUND HERE STILL. AND WE HAVE NO SECURITY AT THE REAR OF THE DISABLED FLATS. SANTUARY ARE TO CHEAP TO PUT UP SECURITY CAMERAS AROUND THE BACK. AND THE ONES THEY HAVE IN THE CAR PARK ARE OLDER THAN MY OWN SECURITY CAMERAS, THAT I HAD TO PUT UP, AS I HAD STUFF STOLEN OFF MY MOBILITY SCOOTER.

SANTUARY ALSO ACT AS JUDGE, JURY , AND EXECUTIONER, WHEN IT COMES TO A RESIDENT THAT STOLE SOME LIGHTS FROM OUTSIDE MY FLAT. THEY TOLD HER TO RETURN THEM. AS THEY HAD IT ON CAMERAS, HOW DID IT. I WANTED TO PRESS CHARGES. NO SHE RETURNED THEM ALL WIPPED DOWN, NO PRINTS.

SO NEVER MOVE TO A SANTUARY PROPERTY. EVER.