Independent · not part of Sanctuary Housing
Sanctuary Housing complaints, compensation and disrepair claims
Your options if Sanctuary Housing hasn’t fixed a repair: claiming compensation, complaining, and what the Housing Ombudsman has found.
By Ben Miller, housing disrepair specialistChecked 5 October 2026 · How we checkRepairs and phone numbers: Sanctuary Housing repairs
LandlordSanctuary Housing
Has Sanctuary Housing been told about the repair?
Yes, reported and still not fixedCheck if you can claim No, reporting it for the first timeGet Sanctuary’s repair contactsFree to check · About 2 minutes
You can complain to Sanctuary Housing, then the Housing Ombudsman, yourself for free.
Complaint or claim?
Your options if Sanctuary Housing hasn’t fixed it
Claim compensation
Make a disrepair claim
A law firm on our panel takes it up with Sanctuary for you. It asks for the repairs to be done and claims compensation, usually worked out as a share of the rent you paid while the problem wasn’t fixed.
Start your claim Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See feesComplain
Complain to Sanctuary
This can get Sanctuary to look at the repair again. If you’re still unhappy, the Housing Ombudsman can order Sanctuary to put things right. In its recent decisions about Sanctuary, it ordered between £700 and £995 in compensation.
How to complainYou can do both: a complaint can carry on while a law firm makes your claim.
Compensation
How disrepair compensation is worked out
Courts usually award a share of the rent you paid while the problem wasn’t fixed. Three things decide how much. Sanctuary’s own target for a routine repair is 30 working days, so a repair left longer than that is already late by its own standard.
- 01
How long
From when your landlord knew about it to when it was fixed, or today.
- 02
How much of your home
One room, or the whole home.
- 03
How badly
How much it affected your daily life and your belongings.
Making a claim
Claiming against Sanctuary Housing
- 01You tell us what’s wrong and when you reported it. About 2 minutes.
- 02We introduce you to a law firm on our panel, with your permission.
- 03They write to Sanctuary Housing asking for the repairs and compensation. Under the court rules for housing conditions claims, Sanctuary should reply within 20 working days.
- 04If your claim succeeds, the work is done and compensation is paid to you.
Free to check, and we don’t charge you. If a solicitor takes your claim on, they work on a no win, no fee basis and must explain their fee in writing before you agree to anything. See fees
How to complain
Complaining to Sanctuary Housing
Sanctuary Housing has to follow the Housing Ombudsman’s Complaint Handling Code.
- Stage 1
Complain to Sanctuary
Acknowledged within 5 working days, with a reply aimed for within 10 working days.
- Stage 2
Ask for a review
A reply aimed for within 20 working days.
- Then
Housing Ombudsman
Independent. It can order Sanctuary to put things right.
Complaints pagesanctuary.co.uk
From sanctuary.co.uk, checked 5 October 2026.
Complained and still waiting? You can start a claim while your complaint is going on.
Start your claimSanctuary’s record
What the regulator and Ombudsman found
May 2026: Upgraded from C2 to C1 after Sanctuary showed its repairs service had improved and tenant satisfaction with repairs had risen since the January 2025 inspection.
of Sanctuary tenants were satisfied with how complaints were handled in 2024/25.
of the Ombudsman’s findings about Sanctuary in 2024/25 were maladministration.
Sources: Regulator of Social Housing judgement, 27 May 2026; Sanctuary tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25.
Complaints against Sanctuary
What the Housing Ombudsman decided
Recent cases where the Housing Ombudsman found Sanctuary Housing at fault over repairs, and the compensation it ordered. Every case is different.
- How it handled reports of a faulty boiler. Read the decisionMaladministration
£994.99 ordered - How it handled reports of damp and mould. Read the decisionMaladministration
£700 ordered
Source: Housing Ombudsman decisions.
Has Sanctuary let you down too? You could claim compensation.
Start your claimQuestions
Sanctuary Housing complaints and claims: questions
How do I complain to Sanctuary Housing about repairs?
Through its complaints page: sanctuary.co.uk. Say what the problem is, when you reported it, and what you want done.
How long does Sanctuary Housing have to reply to a complaint?
Stage 1: acknowledged within 5 working days, with a reply aimed for within 10 working days. Stage 2: a reply aimed for within 20 working days.
Can I claim compensation from Sanctuary Housing for damp and mould?
You could, if you reported it and Sanctuary didn’t fix it in a reasonable time. A law firm on our panel can take it up with Sanctuary for you.
Start your claimHas the Housing Ombudsman found Sanctuary Housing at fault?
In 2024/25 the Ombudsman found maladministration in 59% of its findings about Sanctuary. Recent decisions about its repairs are listed above, with the compensation ordered.
Why use Report Repair?
A law firm on our panel takes your claim up with Sanctuary Housing: it asks for the repairs to be done and claims compensation for you, so you don’t have to deal with Sanctuary on your own. It’s free to check, and if your claim succeeds the law firm’s fee comes out of your compensation.
See feesNot Sanctuary?
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Still waiting for Sanctuary Housing to fix it?
About 2 minutes. No documents. Free to check.