Our results for 2024-25
Since we published our Tenant Satisfaction Measures results for the first time in 2024, we’ve been making changes to the way we work to improve our services for customers. This has resulted in a marked improvement in our repairs service, how we handle complaints and the compliance (safety) of our homes, reflected in our operational results.
Our customer perception results have held steady. They have dipped a bit, but not significantly. We know we don’t always get it right and we have more to do to improve your experience with Sanctuary, and we remain focused on our strategy to improve. Keeping you better informed on the progress of your repairs and when you raise a complaint are both areas we need to get better at.
The results on this page show how our Housing and Property services in England, including Supported Living, performed during 2024/2025.
What we are measuring
Tenant Satisfaction Measures tell us how well we perform on the things most important to our customers and cover two categories: Low-Cost Rented Accommodation (covering those who rent), and Low-Cost Homeownership (leaseholders and shared owners).
We’re scored against the 22 Tenant Satisfaction Measures, as we are required to do by the Regulator of Social Housing. Twelve of the measures are based on resident perception by asking what the customers surveyed think of our services. The remaining 10 measures are based on the performance figures we collect across our operations from ‘management information’.
Our Tenant Satisfaction Measure results are shared with the Regulator of Social Housing and are a important set of information to help us improve.
We’ve grouped the measures under the six themes set out below. Some measures have separate results for Low-Cost Rented accommodation and Low-Cost Homeownership, again as required by the Regulator of Social Housing.
1. Overall satisfaction
2. Keeping properties in good repair
3. Maintaining building safety and safety checks
4. Respectful and helpful engagement
5. Responsible neighbourhood management
6. Effective handling of complaints
1. Overall satisfaction
TSM: Overall Satisfaction
63.9% (tenants)
TSM: Overall Satisfaction
50.4% (owners)
Our overall satisfaction scores shown above weren’t where we’d like them to be, but we’re committed to improving our services. We’ve been making changes to the way we work, acting on customer feedback about what matters most to you.
You told us that you want to be kept better informed on the progress of repairs and when you raise a complaint, both ongoing areas of focus. We’ve listened to your feedback and invested heavily into new technology that enables us to keep customers informed during every step of the repairs process.
We’re continuing to invest into new technology that will further support improved communication, including a new system that will make it easier for our colleagues to support you and keep you better informed.
These changes are not short-term fixes but long-term improvements, which we hope you will recognise over a longer period of time.
We want our customers to feel proud to live in a good quality home that is affordable, safe and secure. We know we have more work to do, and we will continue to roll out changes to improve our services for both tenants and homeowners.
2. Keeping properties in good repair
TSM: Satisfaction with repairs
66.5% (tenants)
TSM: Satisfaction with the time taken to
complete their most recent repair
58.8% (tenants)
Our focus this year has been on faster repairs that are right first time, which is an area we’ve made great progress in. We know there is more we can do to improve this even further in the next year, while also doing more to ensure we keep you better informed throughout the repairs process.
The five ‘repair’ measures shown in this section do not apply to owners, who are responsible for repairing their own home.
TSM: Percentage of Sanctuary homes
not meeting the Decent Homes
Standard
0.2%
TSM: Percentage of Non-Emergency
Repairs completed within our target
timescale
69.6%
TSM: Percentage of Emergency Repairs
completed within our target timescale
89.4%
3. Maintaining building safety and safety checks
TSM: Satisfaction that their
home is well maintained
66.2% (tenants)
TSM: Satisfaction that their
home is safe
73.1% (tenants)
TSM: Satisfaction that their
home is safe
76.6% (owners)
Keeping you safe in your home is the most important thing we do. Around three in four residents surveyed thought their home was safe, while two thirds of tenants thought their home was well maintained. Ensuring you feel safe and secure in your home remains our top priority.
We aim to complete 100% of safety checks on time. This is an area we’ve invested our efforts in heavily over the last year and made big improvements. Occasionally we’re unable to access a customer’s home to complete a check on time to make sure everyone is safe.
TSM: Gas Safety Check
compliance
99.7%
TSM: Fire Safety Check
compliance
99.9%
TSM: Asbestos Safety Check
compliance
99.3%
TSM: Water Safety Check
compliance
100%
TSM: Lift Safety Check
compliance
97.7%
4. Respectful and helpful engagement
TSM: Satisfaction that Sanctuary listens
to residents’ views and acts upon them
53.5% (tenants)
36.3% (owners)
TSM: Satisfaction that Sanctuary keeps
residents informed about things
that matter to them
62.7% (tenants)
54.% (owners)
TSM: Agreement that Sanctuary treats
residents fairly and with respect
74.0% (tenants)
63.7% (owners)
More than three in five tenants feel kept informed about things that matter to them, while for shared owners this was more than half. Almost three in every four rented customers felt we treated them fairly and with respect, and two-thirds of shared owners felt the same.
Keeping our customers better informed is something we know matters and is an area we need to continue to focus on to improve customer satisfaction.
5. Responsible neighbourhood management
TSM: Satisfaction that Sanctuary keeps
communal areas clean and well
maintained
67.5% (tenants)
52.6% (owners)
TSM: Satisfaction that Sanctuary makes
a positive contribution to
neighbourhoods
56.3%(tenants)
41.5%(owners)
TSM: Satisfaction with Sanctuary’s
approach to handling Antisocial
Behaviour
56.9%(tenants)
46.1%(owners)
We want our customers to feel part of a thriving community, which includes the upkeep of communal areas and supporting customers with antisocial behaviour.
More than half of our rented customers surveyed feel that Sanctuary makes a positive contribution to their neighbourhood, with almost three quarters of tenants surveyed satisfied that communal areas are clean and well maintained.
Our teams have continued to support residents experiencing antisocial behaviour and hate incidents, although we are pleased to report that the number of incidents has reduced.
All three customer satisfaction scores were lower for our shared owners which has highlighted that we need to do more to support these customers.
TSM: The number of Antisocial Behaviour
cases for every 1000 of our homes
56.4
TSM: The number of Antisocial Behaviour
cases for every 1000 of our homes
involving hate incidents
0.6
6. Effective handling of complaints
TSM: Satisfaction with Sanctuary’s
approach to handling complaints
29.7%(tenants)
TSM: Satisfaction with Sanctuary’s
approach to handling complaints
24.3% (owners)
TSM: Number of Stage 1 complaints
received for every 1000 of our homes
114.0 (tenants)
57.7 (owners)
TSM: Number of Stage 2 complaints
for every 1000 of our homes
23.3 (tenants)
18.5 (owners)
TSM: Percentage of Stage 1 complaints
responded to within the Housing Ombudsman’s
Complaint Handling Code timescale
92.5% (tenants)
84.7% (owners)
TSM: Percentage of Stage 2 complaints
responded to within the Housing Ombudsman’s
Complaint Handling Code timescale
79.6% (tenants)
86.0% (owners)
2024/2025 and 2023/2024 results tables