We understand that keeping your home in good condition is essential for your comfort and wellbeing. That’s why we’re here to help you report any repairs you might need. Follow our simple process to get started.
How to report a repair
If you have anything that needs repairing in your flat, room or in a communal area, please speak to a member of the onsite team at your service to report the issue.
If a member of staff is not immediately available, follow the information below to report a repair with our friendly Customer Service team, and remember to notify a member of staff when they are next on duty.
There are two different ways to report a repair through our Customer Service team, depending on whether it is an emergency or not.
Is your repair an emergency?
Before you report a repair, you’ll need to determine if it’s an emergency or non-emergency repair. Emergency repairs are situations that pose an immediate risk to your health, safety or property. Examples include:
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Total loss of electricity, water or gas.
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Partial loss of power, such as no lights or no drinking water.
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A serious plumbing leak or flooding.
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Gas leaks or suspect carbon monoxide leaks
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A serious roof leak or major structural failure.
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Electrical faults causing a fire hazard
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Broken or insecure doors or windows, posing a security risk
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Your heating breaks down in winter (October - March) or a member of your household is elderly, disabled, chronically sick or you have children under the age of five.
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You need to secure your home following an incident of fire, domestic violence, police activity or if the property becomes empty.
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Any other repair that puts you or others around you in danger.
If your heating breaks down in non-heating season (April - September), this will be logged as a routine repair and attended within 28 days.
If you’re unsure whether your repair is an emergency or not, please speak to a member of staff at your service, or contact us for more guidance. We aim to attend emergency repairs within 24 hours.
Report your repair
Emergency repairs
If your repair is an emergency, please call our friendly Customer Services team on 0800 916 1527*. Our team is available to assist you and ensure your safety and comfort.
We also have a text facility for those with hearing impairments: 07800 006781 or we can connect you to a British Sign Language interpreter.
Our priority will be to resolve the emergency and make your home safe as quickly as possible. We will then discuss the next steps with you on how we can rectify the issue and arrange for any follow-up work required.
Non-emergency repairs
For non-emergency repairs, simply fill out our easy-to-use online contact form. Provide as much detail as possible about the issue, including photos if you have them. This helps us better understand the problem and helps us to assign the appropriate team to your repair.
We aim to complete non-emergency repairs within 28 days.
What happens next?
Once you’ve reported your repair, we’ll keep you informed of our progress and our dedicated repairs team will ensure that your repair is completed promptly and professionally. Your safety and satisfaction are our top priority.
*0800 numbers are free from landlines and mobiles.
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