Our focus on what’s important to you | Sanctuary Scotland

A mother and daughter sat next to each other smiling at the camera, the older woman is sat in a wheelchair

We’ve worked with our Resident Advisory Panel and more than 5,000 other customers on a framework to put you at the heart of all we do.

Our Customer Outcomes Framework is based on the things you told us you consider most important.

The framework supports a set of outcomes designed to make you feel proud, respected and safe:

I feel proud

I live in a good quality, affordable home
My home and communal areas are well-maintained
Sanctuary helps me and my community to thrive
Repairs are of a good standard and completed in a timely way

I feel respected

I am treated with empathy, fairness and respect
Sanctuary keeps their promises to me
Sanctuary puts things right if they go wrong, using my feedback to drive change
I am provided with a personalised service that is accessible to me

I feel safe

I feel safe and secure in my home
I feel supported if my situation changes and things get tough
Sanctuary takes all necessary actions to keep me safe
I feel supported if I experience anti-social behaviour

Each outcome has a clear measure to help us communicate how we’re performing and also where we need to improve.