Complaints

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We know that sometimes things can go wrong. When this happens, we want to know about it so that we can put things right. Along with the information below, our complaints policy (PDF 133KB) explains more about how we manage your complaints and what you can expect from us if you do complain.

What is a complaint?

We have adopted the Housing Ombudsman’s definition of a complaint.

A complaint is an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by Sanctuary, its own staff, or those acting on its behalf, affecting an individual resident or group of residents.

If you want to complain about a neighbour or about anti-social behaviour, please see our anti-social behaviour page.

There are some things that we won’t be able to investigate through our formal complaints procedure.

How can you make a complaint?

We want to make it easy for you to tell us if you are unhappy with something.

The easiest way to complain is online using the complaints form.

You will need to provide as much information as possible to help us investigate your issue, including:

  • What has happened
  • When it happened
  • What the impact on you and your family has been
  • What you would like us to do to put things right

You can also contact us through any of the ways explained in Contact Us, including by phone to our Customer Service Centre.

What will we do when we receive your complaint?

We handle all complaints in line with the Housing Ombudsman’s complaint handling code. When you make a complaint, we will:

  • Acknowledge your complaint within 5 working days
  • Investigate your complaint thoroughly to ensure that we fully understand your complaint and look at all the information that is available to us
  • Contact you every 3 -5 working days to keep you informed about our progress in investigating your complaint.
  • Aim to respond to your complaint within 10 working days. Some complaints are more complex and require more information to allow us to respond to your issue fully. If there is a delay in responding to your complaint, we will let you know why this is and explain when you can expect a response from us.
  • Contact you to discuss the outcome of our investigations. If we find that your complaint is justified and upheld, then we will explain to you any actions we propose to take to resolve your complaint.
  • Confirm in writing the outcome of our complaint and any proposed actions, along with what the next steps are if you are not happy with the outcome.

If you remain unhappy with how we resolve your complaint at Stage 1 of our complaint process, you ask for your complaint to be reviewed. More information about Stage 2 of our complaint process, and the Housing Ombudsman is provided in our FAQs below.

What do you want to make a complaint about?

Complaints FAQs

What happens if I am unhappy with the response at Stage 1?

What happens at Stage 2 of the complaint process?

What if I am unhappy with the response at Stage 2?

Who are the Housing Ombudsman?

What is the Housing Ombudsman’s Complaint Handling Code?