Search the website


On this page

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 401KB) 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.

Complaints are expressions of dissatisfaction about Sanctuary's services or actions affecting an individual or group of residents.

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

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


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

  • 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 handled your complaint at Stage 1 of our complaint process, you can 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?

How do we improve?

At Sanctuary we share our feedback and insights to help us deliver the best possible service.

Find out more about how your complaints make us better.

Learning from when we get it wrong
Residents from the Sanctuary Resident Panel discussing Sanctuary plans

Complaints FAQs