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Rapid repairs response

Helen Bates says she felt “really lucky” to be a Sanctuary Housing tenant, after a major drain blockage was cleared on the same day she reported a problem. 

Helen found herself being unable to flush the downstairs toilet of her Banbury home one morning before work. She immediately contacted Sanctuary Housing’s customer service team and explained the situation. 

“Sanctuary were extremely empathetic, told me they would get onto it and call me back,” Helen explains. 

A visit from a plumber was arranged for later that day but when Helen got home from work, she found water coming up through the bathroom floor. 

“Sanctuary rang again with an update and said they would contact Thames Water. They called back 15 minutes later to say [the engineers] would with me by 7pm. They also kept my neighbour updated, which was reassuring.” 

Investigations revealed the main drains on the street had become blocked with baby wipes and the problem was quickly resolved. 

Helen, who has been a Sanctuary tenant since July 2018, says: “I genuinely felt valued. The problem was taken seriously and everyone I spoke to was really empathetic and helpful. By the end of the day, I felt really lucky to be a Sanctuary Housing tenant.”