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Let us know if you have any issues with your property or if you want to cancel or re-arrange an existing repair appointment.

Type of repair

  • Emergency repairs: If there is a serious risk of immediate injury or major damage to your home. This includes repairs such as no water, total power failure, health and safety issues, burst internal pipes, gas leaks, or securing the lock on a main door.
  • Urgent repairs: If the problem needs to be dealt with quickly, but it isn’t an emergency. This includes repairs such as faulty electrics, leaking pipes, blocked sewers or drains, leaking doors or windows or damaged roof tiles
  • Routine repairs: If the problem is not an emergency or urgent, it will need a routine repair.  Routine repairs include fixing things such as damaged plasterwork, broken floors or floor tiles, damaged kitchen fittings and work surfaces, faulty internal doors or frames or broken doors or windows.

Resolving disrepairs

When you report a repair to us, if it is our responsibility, we will assess the urgency of the situation and allocate a priority to your repair.   

View Repair timescales

Emergency repairs

If your repair is an emergency, please call us as soon as possible and we will do all we can to help.

  • If you are a Sanctuary customer, call us immediately on 0800 131 3348 (freephone).

  • If you are a Swan tenant, call us immediately on 0800 783 2768 (freephone).

*We also have a text facility for the deaf or hard of hearing: 07800 006781.

  1. Our first priority will be to make your emergency safe. We will then discuss the next steps with you on how to rectify the issue.
  2. You will be notified of a target date that the repair will be completed by and whether a contractor or inspection is needed.
  3. We will ensure your home is safe as quickly as possible. We will also arrange for any follow-up work required.

Routine repairs

  1. First of all, check if the repair is our responsibility - many minor repairs may be your responsibility.

  2. The best and easiest way to report non-emergency repair issues to us is online. Use our online report a repair form to tell us what the issue is, and let us know what days are convenient for us book an appointment. You can also cancel or re arrange an appointment using this form.

  3. In most cases, we will get back to you within 5 working days to confirm an appointment. If we need to pass your repair to one of our contractors to carry out, we will let you know who they are and they will make contact with you to confirm an appointment. 

  4. You can find out more about what to expect on our repair timescales page.

Communal repairs

Most communal areas will be the responsibility of Sanctuary. However, some shared areas or services will be your responsibility to maintain and/or repair.

Please refer to your tenancy agreement for more details. 

Our responsibilities include:

  • communal doors and entrances
  • roof and guttering
  • lifts
  • communal heating
  • TV aerials
  • shared stairways, balconies and access paths
  • communal lighting
  • fire safety issues.

Check the status of an existing communal repair

Search below using your full postcode to find the current status to an outstanding communal repair.


Please enter a valid postcode.

We also have a text facility for those with hearing impairments: 07800 006781 or we can connect you to a British Sign Language interpreter.