Sanctuary Anmeldelser 

i have been a tenant with SH for over 3 years and what a sham balls they are. i could have not been offered a less helpful lanlord if i could. from withholding information about cockroaches and bed bugs to breaching there duty to provide a safe and secure home for me to living and not to mention a rent and survice charge for a one bed flat of over £800 for a small 1 bed flat .

from day one knowing that there was a major cockroach issue within there propity they had failed to inform me of that when i sinned the lease.

safety - as part of the huge bill of the rent they higher out a sucurity and as part of my agreement they are thre to stop unwanted guess from entering the premeses and while living there . i was subject to coutless incidenses of anti social behaviour. witch they could have provented by doing there job.futhermore i had emailed 100s of times to santiory housing DO NOT let in unotharised personal enter at any reason and time after time they ignored me and so much so left my life at risk so much so that i had took it apon myself to flee into a refuge to a safe place and to keep myself safe from the cockroaches bed bugs and more importentaly keeping myself safe from antisocial behaviour with should have been the job of my rent to provide me with a safe clean place to live and away from harm from others . and the hard thing to swallow was there response " we can not manage everyone that walks through the doors. well sanctuary that is what the £ 750 pound rent and £59 service charges are going to to keep me safe

now having to go into a refuge they still expect me to pay as i can not return due to the dv and roaches and i really do not know what to do

if you had said " there is a big pest issue in the building and that it is not habbitable and anyone who wants to come in off the street then we let them no questions aked . then i would not have sined the tenancy

giving you a 1 star is in my opinion to good to give you but i have to give something

note to everyone who is looking for there 1st place to rent DONOT go to sanatory they rob you blind with how much they charge for rent , and if you are thinking of moving into a high rise building then ide think 2x as this will probly cost you 1000s of ponds to replace any goods that you put in there

my former partner within the 1st 24 hours of being there was covered in bed bug bites and cockroaches and added to the reason she decided not to come and see me in the flat as it was not safe for her or anyone to be in they type of space.

cocroaches would deop on your head from the second you open the fla door and. and because they have been there so long the treatment that they apply to they does not do anything and when i say treatment it takes 1060 bd to even get them to look at the issue.

i complained that due to the leval of bed bugs falling out of my cloths back in 2023 i put myself in emergency accomidation having asked santory to help with the issue and as they failed to help the issue transfused to my emergency accommodation leading me me being asked to leave

so to conclude this review sanatory is an amazing place to life if you like pests and cockroaches , high bills and days and ands of being passed from person to person to gt any complaint looked at

housing officers - shares information about you with anyone and everyone and has no GDPR skills and is somebody you can not rely on
calling through to speak to your housing officer is like wrighting to father Christmas " well get back to you in 10 working days

asking for a SAR they are really bad at this i asked weeks ago and still waiting on this to be sent to me.

With Sanctuary staff they are very helpful and polite, ,they complet the repair job and helpful, but contractor out Job's they are never done in time or complete it. They only problem with Sanctuary isthe repair appointment takes to long.

The engineer was exceptional with his approach to the work. Very considerate, hard working and took great pride in his work. He went the extra mile in every way. Andrew was polite, respectful and kind. Well done Sanctuary.

Have been charge on the service charge for fire fiting equipment that do's not exist and sig off as working for the past 28 years which is illegal some one should be sack't and prosecuted.

Sanctuary are the best by far as you get the best services from them and your guarantee d to have your repairs done quick and they keep you informed with any changes in regarding repairs am just happy to be with sanctuary

Yesterday I had my hot water repaired and I honestly couldn’t be happier with the work that was done. The job was completed quickly, professionally, and with real care. I now have proper running hot water again, and the difference it has made already is huge.

Mark, the engineer who came out, was brilliant from start to finish. His communication before arriving was friendly and reassuring, and he let me know exactly when to expect him. When he got here, he was polite, respectful, and genuinely kind. He solved the problem efficiently, made no mess at all, and even worked around the space so I didn’t have to completely clear everything out. That small bit of consideration made a big difference.

It’s rare to meet someone who is both skilled and thoughtful, but Mark was exactly that. I’m really grateful for the work he did and the way he did it.

All bad. I.ve been a tenant for 12 years. They ignore extreme anti-social behavior. Dogs deficating. Loud music. Drug taking. Child abuse. Domestic abuse. Self-harm. Arson threats.
Worse still when you show up with proof they ignore ypu. South-west Housing Officer is particularly useless. Avoud her at all costs. She should be sacked.

Absolut NOOO I think is the worst ever in uk I advice people to avoid sanctuary special after 55 absolut discusting and corupted people

Having had a repair a month ago by two workmen,the standards are very low,and need to think of the residents first!
I needed to complain before they came back to do the job again,but it still wasn't to a high standard,and I am very reluctant to let the company do anymore repairs, I would rather pay someone qualified.
I have decided to add more detail,to help Sanctuary understand my concern. A month ago two 'engineers' came,1 to repair a tap as the washer had gone,and one to replace a broken and worn bath panel. The 'plumber' was in and out within minutes,and told me not to use the tap,as he had siliconed it,so leave it for tomorrow, since then,it dropped continuously, the 'engineer' to replace the bath panel,spent more time outside in his van,smoking,and moaning about the stairs,than working. He was at my house more than 4 hrs,and left the bath panel in a worse state than originally, it was like a square peg in a round hole,i could have fitted it better,and im partially sighted. A complaint was sent,and a date for a month later was given. I booked an annual leave day. No call or message to say what time they were coming,and still havent had any correspondence. A man turned up,put a complete new tap in,hooray! Bath panel was a nightmare,4 hrs,on his phone constantly,a new frame and panel which I didnt need,and was just as bad as the original panel. A total nightmare,from start to finish! Rant over!

This organisation does not even deserve a one star. I've never experienced so much heartache in my life, not even from an ex boyfriend and sanctuary really do not like helping to solve their own problems and make tenants suffer by not repairing their homes but desperately want your rent money. They send out a pathetic inspector that insults you and pretends everything is fine when clearly the place is not fit for living. Look out for the dumpy little rude man. They send out cowboy builders who wrecked the house even more and left us with serious health problems breathing in contaminated air for MONTHS which was from inside a very old dirty chimney, black dirty soot imbedded all over our walls, ceiling, childrens toys, that covered all of our upstairs into our rooms, which lead to chest x-rays as we had breathing problems, blowing out black soot from our noses as it was a smoke bomb contamination but sanctuary would not even come out to inspect. They refused to send anyone. Had to get a solicitor involved which isn't a cheap route at all. Sanctuary Housing association make myself and my family ill literally and not bothered about your health at all, they only care about receiving money. The property could fall down being an old war pre fabbed house and they seriously are not concerned about your health. Years of distress and I seriously can not wait to get away from them. The housing officer well she bullies you too and has no sense of the truth but she would rather make your life hell. It's lead to us desperately wanting to leave the poor condition war house and just go homeless as it's not even fit for a homeless person and sanctuary have got to be the worst all round. One lady in rents is so rude and intimidating that I told her she should change her attitude. Without tenants none of them would have jobs. McDonald's is where they all should be working in but I guess Macdonald's are probably more politely mannered but I wouldn't go to that dirty place either. Nothing but upset and heartache having to clear up after cowboys. I've never once seen any professional work done ever, bodge jobs that's it. Years of constant stress. Where are the good people, who deserve the money? Gutted even giving them a one star. Good riddance to them and I so feel sorry for the tenants under them still. They even left us and elderly people with no heating over Christmas 2025 and took a long time to fix which there is still a problem and not compatible with the house. Air source heating is used for air tight houses and this property is a drafty barn so the heating costs you nine times as much and goes out the windows so your left wear coats inside. Horrendous all round. I could add more but they do not care and I think you get it by looking at the rest of the one stars that they do not even deserve. Everyone says how bad they are so why can't they just learn to care, surely it's not that hard! House needs breaking down with a hammer so no other family can suffer!

Santuary housing is disgusting they should be ashamed of themselves no repairs done when she moved in we had to do everything to make the house livable when she turned the storage heating on the house nearly caught on fire as they are so old smoke came out of them and now the wind has blown the fence down and they have said they don't repair anything outside she house so she is a single mum and can't afford to repair the fence they don't do much repairs in the house eather what do you actually pay you rent for this housing association should investigate and shut down reading all the bad reviews some thing should be done about this shambles of a housing association

I moved into my property around five years ago and I’ve suffered ongoing antisocial behaviour from my neighbours, I have sent numerous emails numerous videos of all antisocial behaviour and yet the housing officer and Sanctuary that I’ve done absolutely nothing our quality of life is zero at the minute because of the ongoing antisocial behaviour from the neighbours. They wake us up early hours of the morning shouting and screaming all through the day the neighbours dumped household rubbish in the rear garden which is caused an infestation of rats which has devastated our garden my wife and I have got both large strenuous jobs and are suffering lack of sleep because of the neighbours and Sanctuary was in doing absolutely nothing. Since Covid Sanctuary sold a lot of their offices and their staff are our mainly working from home all they do is watch TV do some online shopping book their holidays and I know this from hands on experience as I used to work for Sanctuary with the housing officer. We have no quality of life at the minute just go to work every day totally knackered from lack of sleep because Sanctuary will not do anything. It’s a total disgrace. All they treat some of their tenants that some of them can get away with anything I’m blaming it on that kids be behavioural problems, I’ve even spoken to the housing manager and she was a total disgrace as well. I just want to sit a town watching good morning Britain and daytime TV book there holidays for the year and sod the tenants.

Derwent court Lancaster has a lot of issues with people smoking cannabis, building stinks of the stuff, people can do what they want but over 55s independent living scheme isn't just a normal block of flats, manager doesn't do anything about it either

Very quick repair man was on sight and relieved the call

My gate was replaced before the appointment date. I was not home but I received a call to say workers were avaliable. When I returned home my new gate had been fitted.

This is about my tolite I had done the service was appalling had to wait for people to make a dissission even thoe the worker told them it needs a new one they would rather send another person to look at it and replace a plastic bit stuiped

as a housing organisation the team on the reception hub are excellent and very helpful, but the onboarding team do not answer emails if they do I never get a reply, its the absolute height of bad manners in my opinion .
This is the trouble with business today in the 21st century , no thought for the tenant or potential tenant.

Getting repairs done is impossible. I reported a leaking radiator several months ago. I've had 2 appointments and both times nobody turned up. Sanctuary didn't even bother contacting me to tell me no one was coming. Their system and timescales are unfit for purpose. There's no respect for tennants whatsoever.

EDIT.

A CONTRACTOR TURNED UP WITHOUT WARNING THE DAY AFTER I CAME OUT OF HOSPITAL. MY WIFE EXPLAINED IT WASNT A GOOD TIME FOR THEM TO BE BANGING AND DRILLING AND ASK HIM TO RESCHEDULE THE APPOINTMENT AND INFORM US THAT HE WAS COMING IN ADVANCE. THE CONTRACTOR SUBSEQUENTLY PHONED SANCTUARY AND SAID WE HAD CANCELLED THE REPAIR SAYING WE DIDN'T WANT IT DOING. I ONLY FOUND THIS OUT WHEN I PHONED SANCTUARY AFTER SEVERAL WEEKS OF WAITING WITHOUT ANY COMMUNICATION. SANCTUARY PHONED THE CONTRACTOR WHILE I WAS ON HOLD BUT SAID HE WASN'T ANSWERING HIS PHONE SO THERE WAS NOTHING ELSE SHE COULD DO. WHAT AN ABSOLUTE COWBOY SETUP!

Sanctuary sent an official out to record repairs that were needed. I didn’t have to wait long and some of the repairs were done in one day. The work was done very quickly and efficiently and I am very satisfied. The remaining work requires different specialist engineers needed so will be done soon.

I have lived in my house since 2017, all was fine a little bit of mould around the windows however the fitted new windows, doors and then did new guttering around 5 years ago, since then i have had awful mould in 2 of the bedrooms, the bathroom window and all over the ceiling and around the kitchen window. I reported this multiple times and around 2 years ago the bathroom ceiling was treated with mould killer and redecorated. However the mould came back really bad over time. I reported this again multiple times but nothing was done. At the time I was pregnant and worried for my baby as this had made my eldest daughters asthma bad so she had missed alot of time off school. I have had 2 babies in this house both have had to be hospitalised due to croup and bronchitis which was made worse due to the mould. I opened a disrepair which had a surveyor for sanctuary and my solicitor and was told the mould was due to condensation, poor insulation etc so we got to the point of compensation, sanctuary tried to get the repairs that were raised done but I refused as they hadnt settled yet. Between the solicitors and sanctuary we came to an agreement to settle out of court for £2100 i only settled because I needed the repairs to be done as soon as possible due to my baby constantly being poorly ( he is a year old and has had bronchitis twice but constant snotty noses which cause him distress) Sanctuary paid a part of this to my rent account baring in mind they are paid monthly in arrears so paid 2 days before the rent was due to be paid so im £560 down but have yet to the pay the rest even though they have told my solicitor they have paid it and it was processing but yet my solicitor hasnt received a penny nor had proof of this payment along side an up to date rent statement which they have asked for. This has been the worst housing association I have ever dealt with, its not right that they ignore the law when it comes to mould and will do anything not to pay out when its actually the right thing to do.