Swan tenant information
Swan Housing Association (Swan) is a wholly owned subsidiary of Sanctuary.
From 25 March 2024, Swan services are being delivered under the Sanctuary brand. You’re still a Swan tenant, with the same tenancy agreement, services, and rights.
Swan Customer portal
Check your rent statement, make a payment or raise a repair.
Access customer portal
Need to talk to us?
Our customer team is here to help with your housing enquiries, Monday to Friday, 9am to 5pm.
You can report a repair to Axis, our repairs contractor, 24 hours a day, seven days a week, including public holidays for emergency repairs. View our repairs page and complete a repairs webform to submit your repairs enquiry.
Customer enquiries
If you are a customer and have a general enquiry, please use the methods below to get in touch:
- My Swan Portal - Login to your My Swan Portal to check your rent statement, make a payment or view the status of any repairs you have logged with Axis.
- Repairs - If you need to raise a new repair request for your own home or to a communal area, please complete our repairs enquiry webform. You can report these 24 hours a day to Axis. For more general information about repairs, view our repairs page.
- Enquiry form - For any non-urgent general enquiries, please use our online enquiry form.
- Telephone - Speak to our customer team 9am - 5pm Monday to Friday on: 0300 303 2500.
Your calls (except for repairs) are now being answered by Sanctuary’s Customer Hub. The team are here to help and will do their best to handle your query quickly. Please note that if you need to speak to your housing officer, you will no longer be transferred directly but receive a call back.
Your repairs calls will still be handled by Axis.
Contact us in writing
Sanctuary House, Chamber Court, Castle Street, Worcester, Worcestershire, WR1 3ZQ
Alternative formats
If you need information in a different way because you have a disability or different needs, we can help.
We can provide the information in different formats like braille, larger print, audio or electronic formats such as accessible PDFs or HTML.
Just let us know what you need and we will do our best to help you.
Read our "Don’t speak English? Don’t worry" news article for more information about our translation services.