Merry Christmas!
Our Customer Service Team will be on hand to respond to your queries on social media between 9am-5pm.
If you have an emergency repair, please call us on 0800 131 3348.
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If you have a query about your home, from repairs to tenancy, our #customerservice team are here to help. This account is managed weekdays between 9am and 5pm.
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When it’s extremely cold you could get frozen water pipes. Here’s some advice that may help:
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Thank you for your patience and understanding. 3/3
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An emergency repair - which is classed as something that needs to be made safe or fixed urgently - can be reported by calling 0800 131 3348. You can still report or request an update on a non-emergency repair on our website: sanctuary.co.uk/information-re 2/3
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Due to an unprecedented level of emergency repairs caused by the freezing conditions around the country, we have made the difficult decision to take only emergency calls, and calls from our most vulnerable customers, until Wednesday 4 January. 1/3
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If you need to report a routine repair, please use our website:
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We're experiencing high call volumes due to the extreme cold weather & we're really sorry for the long wait.
We also apologise for a problem we're having with some calls being cut off.
We're doing our best to deal with this - thanks for bearing with us.
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On Monday 19th September our offices will be closed to mark the funeral of Her Majesty Queen Elizabeth II.
Our Customer Service Centre will remain open to deal with urgent or emergency repairs or issues.
To report an emergency, you can call us on 0800 131 3348.
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Due to the extreme weather warning, we will be rearranging any outdoor works and works in loft spaces.
If this affects you, we will be in contact to arrange an alternative date and time for the works to be completed.
For emergency repairs call 0800 131 3348.
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We're carrying out essential upgrades to our systems between 7am-1pm today (Sunday).
You can still call our Customer Service Centre if you have an emergency, but unfortunately we won't be able to update you on existing queries during this time. Apologies for any inconvenience.
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We're carrying out essential upgrades to our systems between 7am-1pm on Sunday 17 July.
If you call our Customer Service Centre during this time we won't be able to update you on existing queries, but will still be here if you have an emergency. Apologies for any inconvenience.
It's five years since the devastating Grenfell Tower fire that caused the deaths of 72 people. Today, we remember them and all others who were affected by the tragedy 💚
sanctuary.co.uk/news/rememberi
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It's the Queen's Jubilee 🇬🇧💂 this weekend and our customer service team will be on hand to answer your enquires on Twitter as normal (9am - 5pm).
You can also report a repair via our website: fal.cn/3p7Oz.
In an emergency, please call our team on 0800 131 3348.
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Happy Easter from all of us at Sanctuary!
Our customer service team will be online between 9am-5pm on Good Friday and Easter Monday. If you have an emergency, call our 24-hour helpline on 0800 131 3348.
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28th FEBRUARY:
This morning Tony Eddie & Kellie from Sanctuary Housing accompanied Steph on outreach at #Manchester Airport starting at 6.00am, checking on anyone sleeping rough and signposting people to The Street Engagement Hub at Cornerstone’s, Greenhey.
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هنا أنت لا تتحدث الإنجليزية؟ لا تقلق بشأن ذلك. –قر هنا sanctuary-housing.co.uk/news/dont-spea
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İngilizce bilmiyor musun? Bu konuda endişelenme - buraya tıklayın 👉sanctuary-housing.co.uk/news/dont-spea
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We're proud to have residents from different cultures and backgrounds – it’s one of the reasons our organisation is so diverse.
If you do not speak English, or English is not your first language, don't worry.
Our website can be translated into more than 60 languages.
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#STORMEUNICE - IMPORTANT UPDATE
We are really sorry that for everyone's safety, some repairs will not go ahead today in areas of #London, the #SouthEast and #SouthWest due to the Red Weather Warning. We'll contact affected customers to reschedule their repairs.
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We have successfully secured an injunction against a resident who left abusive, threatening and offensive voicemails for our staff. We take a zero tolerance approach to this type of behaviour.
sanctuary-housing.co.uk/news/no-excuse
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Our Twitter page will not be monitored between 24th - 26th December and 1st – 3rd January.
If you need to report an emergency repair or have an urgent enquiry, please call our 24-hour helpline on 0800 131 3348.
For more info:
sanctuary-housing.co.uk/report-a-repair
sanctuary-scotland.co.uk/report-a-repair
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Following the government announcements earlier this week, please take a moment to read this update on our services.
For residents in England: sanctuary-housing.co.uk/news/update-on
For residents in Scotland: sanctuary-scotland.co.uk/news/update-on
Thank you.
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If you’re worried about your finances this festive season, don’t keep it to yourself – we’re here to help and can provide confidential advice on the support available to you. For more information, visit sanctuary-housing.co.uk/financial-supp or give us a call on 0800 916 1516.
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Two of our staff have recently been physically attacked by residents. Both are ok but very shaken by the incidents.
We know this has been a challenging year, but we have a #zerotolerance approach to any kind of violence or abuse towards our teams.
sanctuary-housing.co.uk/news/will-you-
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Hi Douglas, If you have a query with Sanctuary Housing please can you DM us further information and your details in order for us to investigate and help, Also, just a reminder please don’t use offensive language on our accounts – thanks for understanding, Kirsty
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Hi, Please can you DM me your name, address details and we will get this look into for you, Thanks Kirsty
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We’re sorry for the long wait times at our Customer Service Centre. Due to high winds caused by storm BARRA our repairs team will be exceptionally busy responding to emergency calls. If your query is not urgent, please call back later in the week. Thank you.
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We're really sorry for the long wait times at our Customer Service Centre following the damage caused by #StormArwen.
If possible and your repair isn't urgent, we'd advise you to contact us later this week once we've been able to deal with any emergency repairs. Thank you.
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Hi, My apologies our call centers are very busy at the moment and calls are taking longer than normal to be answered. Please DM me your details and I will try and assist you, Thanks Kirsty
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We're really sorry that waiting times for our call centre are long right now and we're doing all we can to address it.
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Hi Beckie, so sorry to hear this, we did ask for your full name and address 2 months ago to assist via DM, you didn't respond unfortunately; complaints can be made over the phone with our repairs, via our website, email or by post, thanks, Keith
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Calling all nature lovers in #Hull. Come and visit us at The Lozenge from 1-4pm on Wednesday 11 August to discover all its wonderful wildlife and enjoy free outdoor activities for all ages.
We’ve seen an increase in offensive language used towards our teams. We know this has been a tough year and waiting times are longer than usual, but our staff are working hard and we won’t tolerate any abuse. We may block individuals from our accounts to address this.
Thank you
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hello Jason as aware i have sent the information to the relevant team Thanks Jo.
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Four years ago, 72 people died in the fire at Grenfell Tower in London. Today, we remember them, their families and the survivors of the disaster.
sanctuary-group.co.uk/news/2021/06/f
#WeRemember
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please dm with the information and will try and help you Thanks Jo
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The is talking to #residents about introducing personal emergency evacuation plans for high-rise buildings. Have your say 👇sanctuary-housing.co.uk/news/residents #Grenfell
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If you get a text message from Sanctuary, which includes the link fal.cn/3fvs3 and our 0800 131 3348 number, don’t worry, we can confirm it’s from us.
We're contacting residents to try to increase the number of email addresses we hold so we can keep you up to date.
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