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’s a Tenant Satisfaction Measure?
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 an important set of information to help us improve.
What we are measuring
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.
- Overall satisfaction
- Keeping properties in good repair
- Maintaining building safety and safety
- Respectful and helpful engagement
- Responsible neighbourhood management
- Effective handling
1. Overall satisfaction
63.9% (tenants)
TSM: Overall satisfaction
50.4% (owners)
TSM: Overall satisfaction
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
66.5% (tenants)
TSM: Satisfaction with repairs
58.8% (tenants)
TSM: Satisfaction with the time taken to complete their most recent repair
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.
0.2%
TSM: Percentage of Sanctuary homes not meeting the Decent Homes Standard
69.6%
TSM: Percentage of Non-Emergency Repairs completed within our target timescale
89.4%
TSM: Percentage of Emergency Repairs completed within our target timescale
3. Maintaining building safety and safety checks
66.2% (tenants)
TSM: Satisfaction that their home is well maintained
73.1% (tenants)
TSM: Satisfaction that their home is safe
76.6% (owners)
TSM: Satisfaction that their home is safe
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.
99.7%
TSM: Gas Safety Check compliance
99.9%
TSM: Fire Safety Check compliance
99.3%
TSM: Asbestos Safety Check compliance
100%
TSM: Water Safety Check compliance
97.7%
TSM: Lift Safety Check compliance
4. Respectful and helpful engagement
53.5% (tenants)
36.3% (owners)
TSM: Satisfaction that Sanctuary listens to residents’ views and acts upon them
62.7% (tenants)
54.% (owners)
TSM: Satisfaction that Sanctuary keeps residents informed about things that matter to them
74.0% (tenants)
63.7% (owners)
TSM: Agreement that Sanctuary treats residents fairly and with respect
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
67.5% (tenants)
52.6% (owners)
TSM: Satisfaction that Sanctuary keeps communal areas clean and well maintained
56.3% (tenants)
41.5% (owners)
TSM: Satisfaction that Sanctuary makes a positive contribution to neighbourhoods
56.9% (tenants)
46.1% (owners)
TSM: Satisfaction with Sanctuary’s approach to handling Antisocial Behaviour
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.
56.4
TSM: The number of Antisocial Behaviour cases for every 1000 of our homes
0.6
TSM: The number of Antisocial Behaviour cases for every 1000 of our homes involving hate incidents
6. Effective handling of complaints
29.7% (tenants)
TSM: Satisfaction with Sanctuary’s approach to handling complaints
24.3% (owners)
TSM: Satisfaction with Sanctuary’s approach to handling complaints
We’ve made a lot of progress in the last year in responding to complaints faster, and meeting Housing Ombudsman targets.
Looking at Stage 2 complaints particularly, where we need to carry out a detailed investigation in each case, we responded to more than 15 per cent more on time this year for our rented customers.
But we know we don’t always get it right and when things go wrong, we’re committed to learning from it and putting it right, and keeping you updated throughout the process. This will continue to be a priority area for us. In line with other landlords, about one in three tenants and around a quarter of homeowners said they were satisfied with our approach to handling complaints during 2024-25. We are looking particularly at how we can improve the quality of some of our responses to complaints more to improve satisfaction.
114.0 (tenants)
57.7 (owners)
TSM: Number of Stage 1 complaints received for every 1000 of our homes
23.3 (tenants)
18.5 (owners)
TSM: Number of Stage 2 complaints for every 1000 of our homes
92.5% (tenants)
84.7% (owners)
TSM: Percentage of Stage 1 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescale
79.6% (tenants)
86.0% (owners)
TSM: Percentage of Stage 2 complaints responded to within the Housing Ombudsman’s Complaint Handling Code timescale
2024/2025 and 2023/2024 results tables