Our Performance
This report highlights what we've achieved over the past year and how we've been working to strengthen and improve our services.
We're committed to building on this progress, so if you have any thoughts or suggestions, please get in touch at communications@sanctuary.co.uk.
Your Home
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Tenants satisfied with our overall service | 83.9% | 83.9% | 0% |
| Tenants satisfied with the quality of their home | 86.3% | 86.3% | 0% |
We now manage more than 9,200 homes across the North East and Central Belt of Scotland, with most customers telling us they are satisfied with both their home and the service we provide.
This year, we completed 269 affordable, energy-efficient homes in North Lanarkshire, Inverclyde and Edinburgh, marking our first new-build development in the capital. We also broke ground on a number of new schemes, including 126 social rented homes in Carntyne, Glasgow.
We're committed to helping meet the housing needs in Scotland by delivering more affordable, high-quality homes.
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Stock meeting the Scottish Housing Quality Standard at the end of the reporting year | 90.5% | 87.6% | +2.9% |
As part of our ongoing investment programme, more than £3.6 million in upgrades were delivered during 2025/26.
This meant hundreds of residents received:
New boilers, kitchens, bathrooms, windows or doors
Fresh paintwork and gutter cleaning
New roofs where they were needed
Thanks to this work, more than 90% of our homes now meet the Scottish Housing Quality Standard – up almost 3% on last year.
These improvements help to prevent issues like damp and mould, as well as improving the energy efficiency of our homes.
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Tenants who feel their rent is good value for money | 72.8% | 72.8% | 0% |
| Rent increase | 4.8% | 4.1% | +0.7% |
| Rent collected from tenants as a % of total rent due | 100.6%* | 100.4%* | +0.2% |
*we were able to collect more than 100% of rent due because the total include money owed from the year before.
We know that many people continue to feel the impact of the rising cost of living, so we’re doing our best to keep rents affordable. In 2025/26:
More than 7 in 10 residents (73%) said their rent was good value for money – the same as last year.
Our rent increase was 4.8%, compared with 4.1% in 2024/25.
We collected 100.6% of rent due (this includes rent owed from previous years).
We work hard to keep costs under control, while making sure we invest in maintaining and improving your home.
Your Services
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Tenants who feel we are good at keeping them informed about our services and decisions | 90.7% | 90.7% | 0% |
Good communication matters to you, and we do our best to keep you well informed about our services and the decisions we make. More than 9 in 10 (91%) residents agreed that we do a good job of keeping you up to date, same as last year.
Our Housing Officers spend most of their time out in the communities they look after. This means they can give you more hands-on support, whether that’s checking your home suits your needs or tackling issues like antisocial behaviour. We’ve also encouraged staff to complete customer service training so they can better understand the impact of their decisions on residents.
Our teams worked hard to secure additional support for many tenants, increasing their income and improving their financial wellbeing. Through advice and referrals, residents were supported to claim benefits they were entitled to, challenge incorrect decisions and access additional financial help. This helped to reduce financial worries and improve stability for many households.
This year we achieved Investors in People Platinum accreditation, the highest level available. This reflects the investment we make in our staff so they can provide better services and support to residents.
We’re also continuing to hold customer surgeries and drop-in events, giving you more chances to talk to us face-to-face.
We made housing applications easier by introducing DocuSign. More than 3,100 applicants across Scotland have used it to apply for a home or report a change in circumstances online. Residents also helped shape plans for a new customer portal.
Our Board of Management meets regularly to check how we’re doing and to make sure residents’ needs come first. We publish the reports and minutes of every meeting on our website so you can see exactly what’s being discussed and decided.
We also send a regular email newsletter to residents (if we have your email address). It includes important updates as well as helpful tips for managing your home. If you’d like to receive it, please share your email address with us and we’ll add you to the list. Don’t worry – important tenancy information will still come by post unless you ask us otherwise.
We’re also working hard to make our letters and written updates easier to understand, so they’re clear, simple and useful to you.
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Average length of time to complete emergency repairs (hours) | 5.2 | 6.6 | -1.4 |
| Average length of time to complete non-emergency repairs (days) | 16.8 | 20.2 | -3.4 |
Keeping homes safe remains our highest priority, so emergency repairs are always responded to first. In 2025/26, emergency repairs were completed in an average of 5.2 hours, more than an hour quicker than the previous year. We also reduced waiting times for non-emergency repairs, completing them in an average of 16.8 days, over three days faster than last year.
Carrying out safety checks on time helps us keep homes safe. Occasionally, we can't complete checks because we can't access a property. If you have an appointment booked, please help our teams by making sure they can get in.
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Reactive repairs completed right first time | 90.5% | 61.1% | +29.4% |
| Tenants who have had repairs or maintenance carried out satisfied with our repairs and maintenance service | 82.4% | 78.1% | +4.3% |
We know it’s frustrating when a repair takes more than one visit.
That’s why we’ve given repair teams access to your home’s repair history before they visit. This helps them to plan better and hopefully fix things first time more often.
In 2025/26:
90% of repairs were completed right first time (an improvement of 29%)
82% of residents were happy with their repair overall
We’ve also increased our repairs budget by 26% compared to 2024/25, which should mean faster, better repairs in the year ahead.
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Average time to re-let properties (days) | 32.2 | 33.1 | -0.9 |
| Rent due lost through properties being empty | 0.7% | 0.6% | +0.1% |
| Gross rent arrears (all tenants) at 31 March as a % of rent due for the reporting year | 5.3 | 5.8 | -0.5 |
It took us slightly less time to re-let empty homes (32.2 days on average, compared to 33.1 last year). The amount of rent lost because homes were empty increased slightly from 0.6% last year to 0.7% this year. Gross rent arrears also dropped to 5.3% compared to 2024/25.
To help reduce the arrears we improved the systems we use to manage rent accounts and understand where support is needed, helping us respond more quickly to tenants. This has given us a clearer understanding of tenants' needs and helped us to improve the support we offer to you.
Your Community
| Indicator | 2025/26 | 2024/25 | Year-on-Year | |
|---|---|---|---|---|
| Antisocial behaviour cases resolved | 98.7% | 97.6% | +1.1% | |
| Tenants satisfied with our management of their neighbourhood | 89.5% | 89.5% | 0% | |
Almost 9 in 10 residents (90%) told us they’re happy with how we look after their neighbourhood.
We joined a number of resident involvement events which gave residents the chance to talk to us about home improvements, repairs and other local issues. Our Housing Officers also led estate walkabouts, giving you the chance to point out problems in real time so we could fix them quickly.
Our Sustainable Communities and Housing teams are based in the areas they support.
Together, they help residents who might be struggling with:
The risk of eviction
Rent arrears
Paying bills
In 2025/26 we:
Secured Scotland Hardship Fund awards worth £12,156 to support 137 customers.
Provided 111 awards to customers, with £7,529 in food support and a further 12 grants worth £2,270 for household items and furnishings.
Supported 23 projects across Scotland with direct cash grant support and in-kind support from our suppliers - totalling over £26,000.
We received £110,000 of grant funding for community-based work in Priesthill focusing on poverty, trauma and mental health support.
Received £27,000 to install cycle storage in Anderston.
Successfully delivered the Scottish Government Upstream Prevention of Homelessness pilot, £45.5k funding received, delivery in Dundee to support tenancies at highest risk of failure.
Our Housing and Community Connectors supported 274 customers whose tenancies were at the highest risk of failure - covering Glasgow, Cumbernauld, Dundee and Aberdeenshire.
Our Welfare Rights Officers also made sure residents got the benefits they’re entitled to. This added up to more than £2.4 million in welfare benefits for residents in 2025/26.
We successfully resolved 98.7% of antisocial behaviour cases.
Your Voice
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Tenants satisfied with the opportunities given to participate in our decision-making processes | 90.3% | 90.3% | 0% |
| Stage 1 complaints responded to in full | 99.1% | 97.1% | +2% |
In the last year we responded to 99.1% of Stage 1 complaints and 90.3% of Stage 2 complaints within target times. Response times improved significantly, with Stage 1 complaints taking an average of 4.1 working days compared with 6.3 days last year.
In 2027 we’ll again be asking residents to take part in our three-yearly satisfaction survey. Your feedback shapes the way we work and let us know what you think of the services we provide.
It’s not the only opportunity to have your say on how we do things. For example, after a repair, a new tenancy or other services, we’ll often send you a short survey. This real-time feedback means we can quickly change how we work and improve your experience.
We also have resident groups which provide you with that place to share your feedback and help inform what we do.
Our main resident groups are:
Resident Advisory Panel (RAP) – this panel works closely with our Group Board and senior leaders to share residents’ views on future plans.
Resident Scrutiny Panel (RSP) - Our Resident Scrutiny Panel helps make sure residents' views influence decisions about our services. Alongside the RAP, it strengthens the customer voice in decision-making.
Area Committees - Meeting four times a year, our Central and North East Area Committees help hold us to account and shape decisions on key services, including repairs and maintenance, allocations, income collection and factoring.
Communities of Interest – groups of residents who focus on a single topic, such as sustainability, giving us detailed feedback from a customer perspective.
You can find more information about how to get involved on our website.
Your Complaints About Our Service
| Indicator | 2025/26 | 2024/25 | Year-on-Year |
|---|---|---|---|
| Number of Stage 1 complaints received | 1023 | 788 | +235 |
| Number of Stage 1 complaints carried forward | 19 | 7 | +12 |
| Stage 1 complaints responded to in full | 99.1% | 97.1% | +2% |
| Number of Stage 2 complaints received | 307 | 118 | +189 |
| Number of Stage 2 complaints carried forward | 14 | 18 | -4 |
| Stage 2 complaints responded to in full | 90.3% | 91.9% | -1.6% |
| Average time in working days for a full response at Stage 1 | 4.1 | 6.3 | -2.2 |
| Average time in working days for a full response at Stage 2 | 20.6 | 39.0 | -18.4 |
Most customers tell us they're happy with their home and the service they receive. However, we know there are times when we fall short. When that happens, your feedback helps us understand what went wrong and make changes for the better.
We manage complaints in line with the Scottish Public Services Ombudsman's code, which has two stages:
Stage 1 – Frontline resolution
Quick fixes where possible
Stage 2 – Investigation
For more complex issues
Resident feedback has helped shape how we respond to complaints:
Throughout the year, we contacted every customer at the start of the complaint process to understand their concerns and explain what would happen next.
We kept customers updated regularly so they knew how their complaint was progressing.
We used root cause analysis to identify recurring issues and make lasting improvements.
We trialled new aftercare teams, offering local support after complaints had been resolved.
More than 20 residents acted as trained customer quality checkers, helping us assess whether responses were fair, clear and useful.
Our Quality Assurance of Complaints Panel gives residents a stronger role in reviewing how complaints were handled.
We’re using technology to help colleagues better understand customers' circumstances and resolve issues more effectively.
For more details about how we handle complaints, please visit our dedicated Complaints page on the website.