On this page
We want residents to get involved and have your say. Your feedback helps us to understand what you expect from us, and shape our services to suit your needs.
We value the opinions of all our customers. By getting involved you can:
- Meet new people.
- Learn new skills.
- Boost your career options.
- Improve our services and your community.
- Ensure you receive value for money.
- Influence our work, locally and nationally.
We do not pay people to get involved but cover all related expenses.
Ways to get involved
We value your opinions and want you to get involved in shaping our services. There are many ways you can get involved, which are explained below.
National Resident Review Panel
Our Review Panel enables tenants and service users to improve our performance, influence our services and hold us to account.
Our Review Panel includes residents from all over Scotland who:
- Ensure we address tenant needs.
- Help us achieve better outcomes.
- Check our performance against the outcomes set out in the Scottish Social Housing Charter.
The support and training we provide to our Panel helps members perform their roles well. No experience is required, and we wouldn’t take up much of your time. To join your National Review Panel please phone 0800 131 3348 or email GetInvolved.Scotland@sanctuary-housing.co.uk.
Working groups, focus groups or registered tenant's organisations
These groups discuss specific topics and look for ways to make things better.
This can include our policies and procedures, or areas of service under review.
Tenant inspections and estate walkabouts
Tenants and staff tour a neighbourhood, monitor how we are doing and flag up potential improvements.
Reports from these inspections help us shape and improve our service to you.
Please let us know if you wish to join our next tenant inspection or estate walkabout.
Members of our Email Panel review documents and pass their thoughts on discussion topics:
- From the comfort of their own home
- At a time that suits them
Customer journey mapping
This process maps out the steps you follow to get the service you need. Customer journey mapping tells us what we do well and also ways we can improve.
Mystery shopping is a simple way to rate the quality of our services. Mystery shoppers perform a specific task such as making a complaint. We use your feedback to:
- Ensure residents are given good customer service.
- See what we can be do better.
Our staff do not know who our mystery shoppers are.
Regular surveys and consultations let us know what you think about our services. This tells us what we’re doing well and what might need attention. Visit our feedback and surveys page for more information.
How you can get involved
For more information:
- Phone 0800 131 3348
- Email GetInvolved.Scotland@sanctuary-housing.co.uk
- Ask at your local office
Involved residents can apply for any of the courses listed below:
- An introduction to Sanctuary.
- An introduction to resident involvement.
- Mystery shopping.
- Practical Involvement.
- Equal opportunities and diversity.
Please discuss any training requirements with us to ensure a course is relevant. You may need to travel to attend a course. We aim to cover travel expenses in these circumstances.
We also run a specific course for residents to develop knowledge and skills for scrutiny. We call this ‘Sanctuary Residents’ Academy’.
Hear from Dylan
Hear from customer Dylan, who explains how he gets involved with Sanctuary.