Independent · not part of Sanctuary Housing
Sanctuary Housing repairs: how to report a repair, phone numbers and timescales
How to report a repair to Sanctuary Housing: the repairs phone number and emergency line, reporting a repair online, and how long Sanctuary has to fix it. Sanctuary’s own target for routine repairs is 30 working days.
Other names: Swan Housing, Johnnie Johnson Housing
By Ben Miller, housing disrepair specialistChecked 14 October 2026 · How we checkSource: sanctuary.co.uk
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
Emergency? If you smell gas, leave and call 0800 111 999 now. For a flood, fire or loss of power, Sanctuary’s emergency line is here.
How to report
Reporting a repair to Sanctuary Housing
- 01Phone or report online. Emergencies are by phone only.
- 02Say what’s wrong and where. Mention damp, mould or anything dangerous straight away, and how long it’s been a problem.
- 03Get a reference number. Write it down with the date, and keep photos of the problem.
- 04Chase it if it’s late. If Sanctuary misses its own target, complain. You may also be able to claim.
- Emergencies: your regional teamLondon 0808 168 3471 · South East 0808 168 3476 · South West 0808 168 3477 · East 0808 168 3470 · Midlands 0808 168 3474 · North 0808 168 3472 · North West 0808 168 3473
- Damp and mouldReport condensation, damp or mould with Sanctuary’s online form
- Text (deaf or hard of hearing)07800 006781
Emergency repairs
When to call Sanctuary straight away
Phone Sanctuary straight away if anything puts someone in danger or leaves your home unsafe. Sanctuary’s repairs page says to call this number straight away in an emergency, day or night. The number is in Sanctuary’s repair contacts.
- 01Total loss of electricity, water or gas
- 02Partial loss of power, such as no lights, or no drinking water
- 03A serious plumbing or gas leak
- 04A serious roof leak or major structural failure
- 05No heating between November and March where an older or disabled person or a child under five lives in the home
- 06Making the home secure after a fire, domestic abuse incident or police activity
What counts as an emergency, from sanctuary.co.uk.
Smell gas? Leave the property and call the National Gas Emergency Service on 0800 111 999 first, then tell Sanctuary.
Timescales
How long Sanctuary Housing has to fix it
Sanctuary’s own targets, next to the legal limits under Awaab’s Law.
| Type of repair | Sanctuary’s target | Legal limit (Awaab’s Law) |
|---|---|---|
| Emergency | 24 hoursattend within 24 hours | Emergency hazards: investigate and make safe within 24 hours |
| Routine | 30 working dayscomplete within 30 working days | No fixed legal limit unless it’s a hazard |
| Major | 90 dayscomplete within 90 days | No fixed legal limit unless it’s a hazard |
| Damp and mould that’s a significant risk | Inspect within 10 working days of a report and tell you the findings within 3 working days of the inspection; start repairs within 5 working days if serious and fix emergency hazards within 24 hours (Awaab's Law) | Investigate within 10 working days; written summary within 3 working days; safety work within 5 working days |
Targets from sanctuary.co.uk and Sanctuary’s damp and mould page, checked 14 October 2026. Legal limits from GOV.UK guidance on Awaab’s Law.
Reported a routine repair more than 30 working days ago? That’s past Sanctuary’s own target. You could claim compensation.
Start your claimYour options
If Sanctuary Housing doesn’t fix it: your options
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 complain to SanctuaryYou can do both: a complaint can carry on while a law firm makes your claim.
Complaining to Sanctuary
Every social landlord 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.
Sanctuary’s record
How Sanctuary Housing performs on repairs
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 the repairs service in 2024/25.
of the Ombudsman’s findings about Sanctuary in 2024/25 were maladministration.
Recent Housing Ombudsman decisions about Sanctuary Housing
- How it handled reports of a faulty boiler.Maladministration
£994.99 ordered - How it handled reports of damp and mould.Maladministration
£700 ordered
Sources: Regulator of Social Housing judgement, 27 May 2026; Sanctuary tenant satisfaction measures 2024/25; Housing Ombudsman landlord performance data 2024/25; Housing Ombudsman decisions.
Contacts
Sanctuary Housing’s repair contacts
Reported it and still waiting? You could claim compensation.
Start your claimQuestions
Sanctuary Housing repairs: questions
What is Sanctuary Housing’s repairs number?
0800 131 3348. Sanctuary’s repairs page says to call this number straight away in an emergency, day or night.
What is Sanctuary Housing’s emergency or out of hours repairs number?
0800 131 3348 (Repairs line · 24 hours). Sanctuary’s repairs page says to call this number straight away in an emergency, day or night.
Can I report a repair to Sanctuary Housing online?
Yes, at sanctuary.co.uk repair form. Non-urgent repairs, and to cancel or rearrange an appointment. No account needed.
How long does Sanctuary Housing have to fix a repair?
Its own targets run from 24 hours (emergency) to 90 days (major). Awaab’s Law sets legal limits for emergency hazards and serious damp and mould.
What does Awaab’s Law mean for Sanctuary Housing tenants?
Since 27 October 2025, Sanctuary must investigate emergency hazards and make them safe within 24 hours, and investigate significant damp and mould hazards within 10 working days. From 30 November 2026 the law covers more hazards, including excess cold, electrical hazards, falls and fire. Sanctuary’s own damp and mould commitment: Inspect within 10 working days of a report and tell you the findings within 3 working days of the inspection; start repairs within 5 working days if serious and fix emergency hazards within 24 hours (Awaab's Law)
How do I complain about a repair to Sanctuary Housing?
Complain to Sanctuary first, online. Acknowledged within 5 working days, with a reply aimed for within 10 working days. If you’re still unhappy after its final reply, you can take it to the Housing Ombudsman for free.
Can I claim compensation from Sanctuary Housing?
You could, if you reported a repair and it wasn’t fixed in a reasonable time. A law firm on our panel can take it up with Sanctuary Housing for you. It’s free to check.
Start your claimIs Report Repair part of Sanctuary Housing?
No. Report Repair is independent and not part of Sanctuary Housing or any council or housing association. We show Sanctuary’s own repair contacts, and if a repair you’ve reported hasn’t been fixed, we can introduce your claim to a law firm on our panel.
Repair problems
What Sanctuary has to fix, by problem
Not Sanctuary?
Other landlords across England
- Abbeyfield Living Society repairsHousing association
- Anchor repairsHousing association
- Golden Lane Housing repairsHousing association
- Metropolitan Thames Valley Housing repairsHousing association
- Orbit repairsHousing association
- PA Housing repairsHousing association
- Places for People repairsHousing association
- The Guinness Partnership repairsHousing association
Reported a repair to Sanctuary Housing and still waiting?
About 2 minutes. No documents. Free to check.