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Complaints

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We are committed to providing excellent customer service, but there may be times when we don’t get it quite right. When this happens, we want to know about it, so we rectify things as quickly as possible. The following information explains how to let us know if you’re unhappy with our services.  

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What is a complaint?

A complaint is an expression of dissatisfaction about either: 

  • The standard of service you’ve received from us 

or 

  • Actions or lack of action by our staff, or those acting on our behalf, which affects either an individual resident or a group of residents.  

How can I make a complaint?

To raise a complaint about a neighbour or about antisocial behaviour, please report it directly to a member of staff at your Sanctuary Supported Living service. You can also find more information about our approach to ASB on our antisocial behaviour page. 

For all other complaints, you can do one of the following: 

We also have a text facility for those with hearing impairments: 07800 006781 or we can connect you to a British Sign Language interpreter.

What happens next?

When you make a complaint, we will:  

  • Acknowledge your complaint within 5 working days.
  • Investigate your complaint thoroughly to make sure that we have all the information available to us.
  • Contact you to keep you informed about our progress as we investigate your complaint.
  • Aim to respond to your complaint within 10 working days. Some complaints are complex and require more information to allow us to fully respond to your issue. If there is a delay in responding to your complaint, we will let you know why and explain when you can expect a response.
  • Contact you to discuss the outcome of our investigations. If we find your complaint is justified and upheld, we will explain any actions that we propose to take to resolve it.
  • Confirm in writing the outcome of your complaint and any proposed actions, along with what the next steps are, if you are not happy with the outcome.  

Our complaints policy (PDF 98KB) explains more about how we manage your complaints and what you can expect from us if you do complain.

For more information on how to make a complaint (PDF 90KB), our complaints process, including details about escalating to the Housing Ombudsman or Social Care Ombudsman, please see our complaints leaflet (PDF 85KB). 

Videos to support residents

The Housing Ombudsman has made a series of videos that explain how you can make a complaint to them.  

The videos are available in nine languages. They explain: 

  • What a complaint is and how to make one, 

  • What steps to follow, and 

  • The Housing Ombudsman’s role in handling complaints. 

The Housing Ombudsman is independent and impartial. They investigate complaints about social housing landlords, ensuring fair outcomes for residents. 

Videos to support residents
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Managing your home

See useful information about how to manage your Sanctuary Supported Living home.

Managing your home
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Resources

Find support and guidance from a range of Sanctuary partners and external agencies.

Resources
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Contact us

If there's anything else you'd like to know, please get in touch and we'll be happy to help.

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