As chair of the panel that gives a voice to Sanctuary residents, and a resident myself, I’m very happy to share this annual report with you. In it, you’ll be able to read how Sanctuary performed last year in providing services to residents, and about how Sanctuary is working to improve services. I’m proud to say residents have been really listened to over the last year, and much of what you will read about is the result of this growing two-way relationship.
Even the new format of this report is due to residents making their views known. We hope you find it more accessible and engaging.
Residents also played a key role during the design and testing phases of the new Sanctuary website. It’s replaced several separate websites, making it easier to find the information you need.
As a resident myself, I know how important communication with Sanctuary is. They haven’t always got this right in the past but, after consulting with residents, they are adopting a new tone of voice and this should make a big difference.
Sanctuary has also worked with residents to improve how complaints are managed. The process is clearer, easier – and they report that complaints are being resolved more quickly.
And in a major project, we’ve co-created a new Resident Engagement Strategy, ‘Shaping our Future,’ which sets out how the organisation will work with residents to improve its services. There is a genuine commitment to engagement within Sanctuary. I’d encourage you to find out more in this report and be inspired to get involved.
Graham Jones Chair
Chair, National Resident Scrutiny Panel
Welcome to our Annual Report prepared especially for you, our residents. It will bring you up to date on everything we’re doing to improve your experience with Sanctuary.
For instance, exciting new technology is launching soon which will help transform the way we maintain your home, making the repairs process much easier and more convenient for you. Look out for the information on OneProperty in this report.
We’re also committed to spending more than ever improving our homes. Everyone should live in a safe, warm, and watertight home. You can read more about our seven-year investment strategy, plus our retrofit programme to improve the energy efficiency of homes. That’s particularly important in light of the cost-of-living crisis we find ourselves in.
"Living in a Sanctuary home is about more than the bricks and mortar around you. We want to create sustainable neighbourhoods where you can thrive. We’re really proud of the work we do in our communities, and you can read examples of that in this report too."
I’ve no doubt that we all have a challenging year ahead, but we’re determined that, whatever the demands placed on our services by the current situation, we’ll continue to improve. Please get involved and tell us what you think – what we are doing well, and also where we need to step up. We strive to be better and look forward to working with you on this journey.
Craig Moule
Chief Executive, Sanctuary
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View our “Our Year on a page – 2021/2022 highlights”
Explore the report
Your Home
We recognise that this has been a challenging year for our services. Despite this, you will see there were a number of significant achievements and there are more improvements for the year ahead.
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Your Services
Our teams have been hard at work supporting and engaging with residents across the country. We have made a difference in dozens of communities, adding value beyond what people might expect from their landlord.
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Your Community
Working at Sanctuary involves so much more than providing people with a safe and secure place to live. We strive to create neighbourhoods with a sense of community, one you are happy to call ‘home’.
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Your Voice
We want you, our residents, to know that Sanctuary cares, because there can be no doubt – we do absolutely care about you. This is reflected in the great work our teams do every day. Engagement is at the heart of what we do.
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