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Learning from our customers

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Most Sanctuary customers are happy with our homes and services but we don’t always get it right. When we get things wrong we want to hear from you so we can take action to learn and improve. We’re committed to telling you how we’re making things better, and – where possible – the impact of each of our changes.

Would you like to make a difference? Join others to scrutinise how we’re performing and help fellow residents shape our services.

We learn when we get things wrong

Most of our customers are satisfied with their home and the service we provide, but we don’t always get things right. When we get things wrong, as we have in several cases highlighted by the Housing Ombudsman, we take action to learn and improve.

Residents from the Sanctuary Resident Panel discussing Sanctuary plans

Working better together

We are committed to providing you with the best possible service.

By working together, we can create a positive and productive community where everyone feels heard and valued.

Whether addressing issues or collaborating on projects, communication is key to ensuring everyone's needs are met.

Our performance

Tenant Satisfaction Measures

Annual Report to Residents Photo - Photo 3

Learn more about Sanctuary’s performance last year, the impact on our residents, and the work we are doing to improve our services.

See our latest report

You said, we're listening

Group Chief Executive Craig Moule talking with a Sanctuary resident

Read about how our action plan is developed based on the results and feedback from surveys and online polls.

Find out more

Get involved

We want to design our services with you and want you to hold us to account for our performance. We understand our customers are very busy and are grateful for any time you give us.

There are lots of ways to have your say and help us improve. When you get involved you also meet new people, use your skills and learn new ones too. Our activities can fit around your work and home life, and we’ll cover your out-of-pocket expenses and provide training where needed. 

Sanctuary residents smiling whilst looking off into the distance