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Swan tenant information

Swan Housing Association (Swan) is a wholly owned subsidiary of Sanctuary.

From 25 March 2024, Swan services are being delivered under the Sanctuary brand. The pages linked below contain important information on what help and advice is on offer, the services we provide, health and safety in your home, and ways you can get involved to help shape the services we provide. 

You’re still a Swan tenant, with the same tenancy agreement, services, and rights.

Important customer information

Need to talk to us?

Our customer team is here to help with your housing enquiries, Monday to Friday, 9am to 5pm. 

You can report a repair to Axis, our repairs contractor, 24 hours a day, seven days a week, including public holidays for emergency repairs. View our repairs page and complete a repairs webform to submit your repairs enquiry.

Tenant enquiries

If you are a customer and have a general enquiry, please use the methods below to get in touch:

  • My Swan Portal - Login to your My Swan Portal to check your rent statement, make a payment or view the status of any repairs you have logged with Axis.
  • Repairs - If you need to raise a new repair request for your own home or to a communal area, please complete our repairs enquiry webform. You can report these 24 hours a day to Axis. For more general information about repairs, view our repairs page
  • Enquiry form - For any non-urgent general enquiries, please use our online enquiry form.
  • Telephone - Speak to our customer team 9am - 5pm Monday to Friday on: 0300 303 2500.

Contact us in writing

Sanctuary House, Chamber Court, Castle Street, Worcester, Worcestershire, WR1 3ZQ

Get involved

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. 


Residents from the Sanctuary Resident Panel discussing Sanctuary plans

Ways you can get involved

At Sanctuary we put our customers at the heart of all we do. There are lots of ways to have your say and help us improve.

Get involved
 Sanctuary residents Maureen and Salih Messmarri using one of the new benches.

Our Resident Engagement Strategy 2022-2025

This sets out how Sanctuary will work with those who live in our homes to improve the services we deliver.

Read our strategy
An elderly woman and man sitting on a burgundy leather sofa in a family living room. The woman is feeding an orange and black cat

Tenant Satisfaction Measures

Tenant Satisfaction Measures (TSMs) tell us how well we perform on the things most important to our customers. 

View our Measures