Sanctuary Housing
Sanctuary Housing manages over 10,000 properties in the West Midlands, including accommodation for families, single and older people, leasehold, sheltered housing and shared ownership properties.
The majority of Sanctuary Housing properties in Lichfield District are advertised and let through Lichfield District Homes, however some homes are advertised directly on the Sanctuary Housing website - find out more and on the Moving Soon website.
How to request a repair from Riverside
If you are a Sanctuary Housing tenant and need repairs or want to make a complaint about your home, visit the Sanctuary Housing website.
Ombudsman complaints
If you're still dissatisfied after you’ve been through stage one and two of the Riverside complaints process detailed above, you can contact the Housing Ombudsman or refer your complaint to a designated person, such as a such as a local councillor or MP.
You can contact the Housing Ombudsman by:
- emailing info@housing-ombudsman.org.uk
- visiting the Housing Ombudsman's make a complaint page
- calling 0300 111 3000
- writing to the Housing Ombudsman Service, PO Box 1484, Unit D, Preston, PR2 0ET
The Housing Ombudsman may support you to try and reach a solution prior to this as part of their early resolution approach. For more information read their guidance on early resolution.
You can also refer your complaint to a designated person. They can help by trying to resolve your complaint or can refer your complaint direct to the Housing Ombudsman. More information about using a designated person is available on the Housing Ombudsman website.
When we can help
If you have been through the Sanctuary Housing's complaints process and your concerns have not been resolved and you are living in unsafe or uninhabitable conditions that breach the housing health and safety ratings system (HHSRS) and need urgent support to safeguard you and/or your family's wellbeing, you can reach out to us and we may be able to offer support.
To contact us email enquiries@lichfielddc.gov.uk. Please provide as much detail as possible, including when you first raised the repairs request, when you first raised a formal complaint, and if possible please provide copies of the stage one and stage two complaint responses you have received, plus any photographs or evidence you would like us to look at.