Resident involvement

We want residents to get involved and have your say. Your feedback helps us:

  • Understand what you expect from us
  • Shape our services to suit your needs

We value the opinions of all our customers. By getting involved you can:

  • Meet new people
  • Learn new skills
  • Boost your career options
  • Improve our services and your community
  • Ensure you receive value for money
  • Influence our work, locally and nationally

We do not pay people to get involved but cover all related expenses.

Use one (or more) of the following channels to make your voice heard:

Our Review Panels enable tenants and service users to improve our performance and influence and innovate our services.

By reviewing our governance and performance at regular meetings, Panel members hold us to account.

Our four Review Panels cover:

  • Aberdeen and Aberdeenshire
  • Cumbernauld
  • Dundee
  • Glasgow and Renfrewshire

Our Panels:

  • Ensure we address tenant needs
  • Help us achieve better outcomes
  • Check our performance against the outcomes set out in the Scottish Social Housing Charter (PDF opens in new window)

The support and training we provide our Panels helps members perform their roles well.

Please let us know if you wish to join your local Review Panel.

Do you want to be the voice in your community? Do you have ideas that you think we could benefit from?

We are looking for people who want to help enhance the services we provide to residents, by joining us on our Review Panels.

No experience is required, and we wouldn’t take up too much of your time, but we are looking for people who can help us to review our performance, influence and innovate our services, and ensure that we address tenant’s needs. Take a look at this video, here you can listen to panel member Olalekan talking about his experience on the Review Panel in Glasgow. 


These groups discuss specific topics and look for ways to make things better.

This can include our policies and procedures, or areas of service under review.

Tenants and staff tour a neighbourhood, monitor how we are doing and flag up potential improvements.

Reports from these inspections help us shape and improve our service to you.

Please let us know if you wish to join our next tenant inspection or estate walkabout.

Members of our Email Panel review documents and pass their thoughts on discussion topics:

  • From the comfort of their own home
  • At a time that suits them

Please let us know if you would like to join our Email Panel.

This process maps out the steps you follow to get the service you need. Customer journey mapping tells us what we do well and also ways we can improve.

Please let us know if you would like to take part.

Mystery shopping is a simple way to rate the quality of our services.

Mystery shoppers perform a specific task such as making a complaint. We use your feedback to:

  • Ensure residents are given good customer service
  • See what we can be do better

Our staff do not know who our mystery shoppers are. If you would like to mystery shop for us, please let us know.

Our resident newsletter Voice is issued three times per year (spring, autumn and winter).

You can read the most recent edition in our publications section.

To comment on Voice, or suggest content for inclusion:

Regular surveys and consultations let us know what you think about our services. This tells us what we’re doing well and what might need attention.

Feed back to us at any time by:

A lady answering the phone to collect customer feedback

For more information:

Involved residents can apply for any of the courses listed below:

  • An introduction to Sanctuary
  • An introduction to resident involvement
  • Mystery shopping
  • Practical Involvement
  • Equal opportunities and diversity

Please discuss any training requirements with us to ensure a course is relevant.

You may need to travel to attend a course. We aim to cover travel expenses in these circumstances.

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

You can complain:

  • 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

Alternatively, register your complaint using our online complaints form.

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).