Working closely with you
Local Engagement
We know our residents want to talk to their local Sanctuary team about local issues.
Strategic Engagement
We want to strengthen the influence of the residents on significant decisions.
Customer Experience
We know residents want a better experience when raising day-to-day issues.
We want to show that we are accountable and to engage with our customers effectively. The first strategic objective of our Corporate Strategy is ‘Putting our Customers First.’ Our Resident Engagement Strategy for 2022-25: ‘Shaping our Future’ sets out this aim through strengthening local engagement, strengthening strategic engagement, and listening to every voice to improve the customer experience.
We made a clear commitment to increase the influence of our customers on strategic issues. One way we’re making this happen is through the engaged residents who make up our new Resident Advisory Panel (RAP). More than 500 customers applied to join the panel, enabling us to select a dozen diverse and knowledgeable residents with a range of lived experiences.
Our RAP works closely with our Group Board, Group Housing Board, and senior team. These residents share their views to make sure our customers’ voice is central to our decision-making. The panel is supported by our Communities of Interest, groups of residents we bring together to focus on a topic from a customer’s perspective.
Resident-led estate inspections
We want every customer to live in a well-managed and well-maintained home, in an environment that’s attractive, safe and secure. We routinely carry out estate inspections, where Housing Officers, other Sanctuary teams and local residents do a walking tour of the neighbourhood. If you would like to request an estate inspection where you live, please let us know.
Working with you
We regularly hold local events to give you the chance to meet with your local Sanctuary teams and receive in-person support and advice.
This approach enables customers to point out issues and, where possible, have them dealt with that day.
We recently held an event in Toryglen, Glasgow, where we addressed fly tipping and grass cutting concerns there and then.
Our Toryglen Review Panel members joined Sanctuary’s chief executive Craig Moule, our director Pat Cahill and local colleagues on a walking tour of the area.
We’ve got lots more similar events planned. If you would like us to consider holding one where you live, please let us know by emailing getinvolved.scotland@sanctuary.co.uk.
Explore the report
Your Home
This year we’ve invested more than £6 million to improve our residents’ homes. This includes upgrading heating systems and replacing kitchens and bathrooms.
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Your Services
Our teams have been hard at work supporting residents across Scotland, adding value beyond what people might expect from their landlord.
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Your Community
We want to help build customer resilience and connection in communities, partnering with local organisations and empowering our staff to provide support.
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2023/24 Performance figures
Each year we provide information to the Scottish Housing Regulator on how we’re performing. This section summarises some of the key indicators we use to measure our performance.
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