Get in touch

Report a repair

Our Customer Service Centre is open 24 hours a day, seven days a week, including public holidays. 

To report an emergency, please call us on 0800 131 3348 or 0300 123 3511.

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

You can also report a repair by:

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

Housing matters

To discuss a housing matter please phone 0800 131 3348.

Regular surveys and consultations tell us what you think about our services.

This lets us know what we’re doing well and what might need attention.

Feed back to us at any time by:

A Sanctuary Scotland employee on the phone

We deal with complaints quickly and learn from them to improve our service to you.

You can complain to:

  • By phoning our 24-hour Customer Service Centre on 0800 131 3348
  • By emailing
  • By writing to Sanctuary Scotland, Customer Service Centre, 160 Francis Street, Hull HU2 8DT
  • Using our complaints form
  • In person at your local housing office

If they have your signed permission, a friend or relative can complain to us on your behalf.

The channels above can also be used to tell us what we are doing well.

For information on how we deal with complaints, read more about our complaints process (PDF 57KB).

Members of the media can contact our communications manager Kevin Turner on 07983 612734 or at

Alternatively, you can contact our UK public relations team on 01905 334596 or at