Satisfaction results, a testament to our people

At Sanctuary Supported Living, what our customers say about us is an important measure of our performance and is used to shape and improve our services. 

Sanctuary Supported Living has services regulated by the Regulator of Social Housing, the Care Quality Commission (CQC) and Ofsted. We seek customer feedback to meet these regulatory requirements, as well as to drive improvements in our processes and practices.  

We understand that we need great people and teams to make our services great places to live, alongside investment in our assets. That’s why we invest in our workforce, and our “Be Your Best” people programme has been transformative for our organisation. It fosters an environment where our teams feel valued, motivated, and proud to contribute, and has helped to create a culture of open and transparent communication between colleagues, including with senior management to drive real change for customers. When we’re all able to be our best, then our customers can be their best too. 

Customer satisfaction 

We’re pleased that our customer satisfaction survey results are more representative this year, as a result of a significant increase in responses from customers in our retirement communities and CQC registered care services.

Feedback on our CQC registered care and support has improved across seven of nine areas, with overall satisfaction at our CQC services at 91%.

• 86% of retirement community customers feel they are treated with dignity and respect.
• 85% of retirement community customers feel supported to live independently.
• 93% of supported living customers feel they are treated with dignity and respect.
• 91% of supported living customers feel safe and supported to manage risks positively.

We’re proud that 96% of our CQC registered services are rated as ‘Good’ or ‘Outstanding’ and these results highlight the overall positive impact of our Be Your Best programme, which continues to show the strength of our teams and the life-changing impact that their support has on our customers.

Throughout 2024-25, our customer engagement team worked with our Resident Scrutiny Panel (RSP) and their Expert by Experience volunteers, where current residents visit other services to assess whether they would recommend them to a friend or family member, should they need it. 191 residents completed surveys to share their feedback, and the RSP members also spoke to 69 residents during visits to 22 services. The results were that the RSP rated 82% of our services “extremely recommend” or “likely to recommend”, with only 18% rated as “unlikely to recommend”. 

Tenant Satisfaction Measures

Since Sanctuary published its Tenant Satisfaction Measures (TSM) results for the first time in 2024, we’ve been making changes to the way we work to improve our housing services for customers. We’re happy to report that the changes we put in place last year improved our repair service, complaint handling and how we keep our homes safe. These were some of the positives of the figures we reported to the Regulator of Social Housing. 

We recognise that we don’t get it right all the time and we are actively looking at steps we can take this year to reverse the small drop in how our customers feel about us as reported in our TSM results. Improving how we inform customers about the progress of both repairs and complaints are two of the things we know we need to get better at. For more information about our latest TSM scores, you can view the detailed results for how our housing and property services performed during 2024/2025 on Sanctuary’s website.