Our customer care

Our customer care commitment to you

From when your search with us begins to when you open the front door and start creating memories in your new home, our teams are with you every step of your home buying journey. We are on hand to hand to listen, support, guide and give you straight-forward advice.

Customer Service Centre

For those who have already purchased a new home with us, our Customer Service Centre is on hand to assist 24 hours a day, 7 days a week.

Report a repair

Should you need to report any urgent or emergency repairs (also known as snagging or defects) relating to your Sanctuary new home:

  • Call the team FREE from a landline 0800 916 1444 (option 2)

  • Call from your mobile (calls charged at the standard national rate) 0300 1233 585 (option 3)
  • Alternatively, you can fill in the customer care form below

Our Customer Care Team is committed to ensuring you receive a high quality of service and support after the purchase of your new home. Please note, this service is only for purchasers of new homes. If you are a Sanctuary Housing resident, please visit our sister website here.

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What would you like to report?

For urgent or emergency repairs please call 0800 916 1444 (option 2) from a landline or 0300 1233 585 (option 3) from a mobile – calls charged at standard network rate. For a list of common problems and how to resolve them please refer to your Sanctuary Home Owner Guide.

Read our full Privacy statement for more information.