Factored Owners

Our Customer Service Centre is open 24 hours a day, 7 days a week, 365 days a year.

The easiest way to report a non-emergency repair is to complete our report a repair form.

You can also report a communal repair by:

Emailing csc.requests@sanctuary-housing.co.uk (non-emergency repairs only)
Phoning 0800 916 1525 or 0300 123 3561
Texting 07795 265 843
Typetalk / minicom – 01482 580 576

However you contact us, please tell us:

  • Your name, address, postcode, contact phone number and email address
  • Details of the repair or fault
  • If you are hard of hearing or need time to get to your door

The details of your repair will be logged.

If we are responsible for the repair, we will arrange for someone to fix the problem.

Anyone visiting your home on our behalf will carry photographic identification. If someone cannot prove who they are:

Tenants in properties factored by us are also allowed to report communal repairs.

If you fail to keep an appointment you may be charged for the cost of the visit.

Many factored owners and private landlords can be added to our competitively-priced building insurance policy.

To date, around 250 private properties have opted in.

You are encouraged to take out a contents insurance policy to cover your possessions, carpets and fittings.

You can buy contents insurance from all leading insurance companies.

We offer access to an externally-run scheme with Royal Sun Alliance designed for Sanctuary residents and managed by our insurance broker Marsh.

To learn more about the Royal Sun Alliance scheme, please contact our Factoring Team.

Our Factoring Team is based in Cumbernauld.

To contact them about your account:

If you wish to discuss a housing matter, please contact your local office.