Investing in our homes
With energy costs higher than ever, every resident wants a home that is affordable to heat. We improved many of our homes last year, investing around £9 million so more customers have a safe, secure and sustainable home that meets both the Scottish Housing Quality Standard and the Energy Efficiency Standard for Social Housing. Residents are benefitting from new roofs, kitchens, bathrooms, windows, doors, central heating systems, boilers and door entry systems. We are working hard to make sure every Sanctuary home achieves an Energy Performance Certificate of at least C by 2030, ahead of the UK Government’s 2035 target.
We also did our bit to reduce the country’s acute shortage of affordable housing, delivering 347 new homes across Scotland through our development programme. This continued investment supports the vision and principles of the Scottish Government’s ‘Housing to 2040’ strategy.
Responsive Repairs
If you report an emergency repair, we will visit you within six hours to make things safe for you. For less urgent repairs, we aim to complete this work within 20 working days.
Our OneProperty programme is looking at how we can provide a better repairs service. The programme focuses on creating digital solutions to make the process more simple and visible for you.
We plan to pilot a new system later this year, and we’ll work closely with residents throughout the process.
30,328
Total number of repairs completed
5.48 hours
Average time to complete an emergency repair
8,537
Total number of homes we manage
Damp and Mould
If you experience damp or mould, we know it has a big impact on how you feel about your home.
We are committed to tackling damp and mould and work with residents to come up with a lasting solution. We are also improving our systems and processes to help us spot patterns and act, giving customers a faster and more effective service plus better value for money.
We can, of course, only make things right where we know something’s gone wrong. Where we haven’t heard from a resident for two years, we will arrange to visit their home to make sure they’re okay and that their property is as it should be. If we find something needs attention, we’ll arrange for that work to be done. This includes tackling unreported damp and mould and putting an appropriate solution in place.
This year, the Scottish Federation of Housing Associations worked with a group of stakeholders to provide the sector with guidance on how to address these issues. You can read the briefing here.
We’ve assessed ourselves against these recommendations and are happy that our performance aligns with them. We’ll continue to provide you with regular reports on how we’re doing.
Explore the report
Your Services
Our teams have been hard at work supporting and engaging with residents across the country. We have made a difference in dozens of communities, adding value beyond what people might expect from their landlord.
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Your Community
Working at Sanctuary involves so much more than providing people with a safe and secure place to live. We strive to create neighbourhoods with a sense of community, one you are happy to call ‘home’.
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Your Voice
We want you, our residents, to know that Sanctuary cares, because there can be no doubt – we do absolutely care about you. This is reflected in the great work our teams do every day. Engagement is at the heart of what we do.
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2021/22 Performance figures
Each year we provide information to the Scottish Housing Regulator on a range of performance information. Our performance on some of the key indicators is summarised in this section.
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