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:
We are looking for people for our Review Panel.
Our Review Panel enables tenants and service users to improve our performance, influence our services and hold us to account.
Our Review Panel includes residents from all over Scotland who:
- 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 to our Panel helps members perform their roles well. No experience is required, and we wouldn’t take up much of your time. To join your National Review Panel please phone 0800 131 3348 or email GetInvolved.Scotland@sanctuary-housing.co.uk.
The short film below features panel member Olalekan talking about his role.
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
If you would like to join our Email Panel please:
- Phone 0800 131 3348
- Email GetInvolved.Scotland@sanctuary-housing.co.uk
- Ask at your local office
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:
- Email GetInvolved.Scotland@sanctuary-housing.co.uk
- Phone 0800 131 3348
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:
- Visiting our Get in touch page
- Emailing cscrequests@sanctuary-housing.co.uk
- Phoning our 24-hour Customer Service Centre on 0800 131 3348
For more information:
- Phone 0800 131 3348
- Email GetInvolved.Scotland@sanctuary-housing.co.uk
- Ask at your local office
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.
- Visit the Tenant participation section on the Scottish Government website (link opens in new window)
- Read about our Fairness for all equality scheme (link opens in new window)
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 ContactUs@sanctuary-housing.co.uk
- By writing to Sanctuary Scotland, Marybone House, 2 Marybone, Liverpool L3 2BY
- 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 66KB).