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If there is something broken or not working as expected in your home, and we are responsible for repairing it, please contact us to book a repair appointment.

What type of repair do you have?

  • Emergency repairs – something which needs to be made safe urgently. 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. More information can be found on our repairs timescales page.

  • Routine repairs - all other repairs.

How do you report an emergency repair?

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


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

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.

You will be notified of the target date the repair will be completed, and whether a contractor or inspection is needed. We will ensure your home is safe as quickly as possible. We will also arrange for any follow-up work required.

How do you report routine repairs?

  1. First of all, check if the repair is our responsibility - many minor repairs may be your responsibility. Check here if you rent your home from Sanctuary and here if you own your own home.

  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.

  3. We also have a text facility for those with hearing impairments: 07800 006781.

  4. 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. 

  5. 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 you full postcode to find the current status to an outstanding communal repair.


A valid Postal code is required.

Report a repair