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Feedback and involvement

We want to provide our residents and their families with the best service we can and we believe that it is very important to ask your opinion. When you become a customer of Sanctuary Care we will ask you to tell us what you think of our service and encourage your friends and family to do the same.

We actively seek feedback in a number of ways:

Annual resident survey

Every year, Sanctuary Care undertakes a formal resident survey asking our customers about the services we provide.

We want to know what our residents think about the quality and standard of care they receive, the range and choice of food on offer, the cleanliness of the home, the quality of activities we provide and all the other aspects which make up a home is a comfortable and enjoyable place to live.

Meetings and resident involvement

We hold regular meetings throughout the year with our residents and their relatives and we keep a record of all these meetings.

They are an excellent opportunity to bring along suggestions regarding the running of the home and any changes they would like to see such as changes to meal menus, planning activities, trips and events planning – the list is endless.

Compliments and complaints

We ask our residents and their families to share with us anything they particularly enjoy or like about life at the home.  It’s always warming to receive positive feedback and we love to celebrate successes at any given opportunity.     

On the other hand, if we haven’t got something right and you’d like to make a complaint please talk to us or your Home Manager in the first instance so we have the opportunity to put it right for you.  A formal Complaints Leaflet (PDF 173KB) is also available that contains all of the information, the process and contact details you’ll need.  Please do not hesitate to ask for help if you need assistance with this.

Complaints process

Our complaints process has three stages:

Stage 1 - Front Line Resolution – this will be dealt with by the Home Manager and focuses on a swift resolution of the concerns raised.

Stage 2 – Investigation – this will be dealt with formally by the Regional Manager or equivalent and focuses on a detailed investigation into the concerns raised with a formal written response.

Stage 3 – Director Review – this will normally be dealt with by the Regional Director or equivalent and focuses on a review of the resolution so far rather than a second investigation into the original issue reported.

What can I expect?

When a complaint is reported to us, we aim to contact you within 2 working days to acknowledge your complaint and discuss your concerns if necessary.

Complaints will be responded to within the following timescales:

Stage 1 – within 10 working days

Stages 2 and 3 – within 20 working days

I’m still not happy...

If you are not happy with what we do to resolve your complaint, you can pursue the matter further, you can contact the following:

If your care is:

Council-funded – you should contact the local authority who funds your care in the first instance.

Self-funded – you should contact the Local Government & Social Care Ombudsman (LGSCO) for your complaint to be considered.

Local Government & Social Care Ombudsman

The Local Government & Social Care Ombudsman (LGSCO) provides a free, independent service and will consider your complaint if you are not satisfied with the way we have handled it.

The LGSCO will not usually investigate a complaint until we have been given the opportunity to respond and resolve matters.

You can contact the LGSCO Advice Team for information and advice, or to register your complaint on:

Tel: 0300 061 0614

Website: www.lgo.org.uk

Our regulators

Sanctuary Care’s services are regulated by the health and social care regulators in:

England - the Care Quality Commission (CQC)

Scotland - the Care Inspectorate (CI)

You can contact the care regulators if you wish to discuss the service we provide:

Care Quality Commission (CQC)

CQC National Correspondence
Citygate, Gallowgate
Newcastle Upon Tyne

Tel: 03000 616161
CQC Website

Care Inspectorate (CI)

CI National Correspondence
Compass House
11 Riverside Drive

Tel: 0345 600 9527
Care Inspectorate website

You can also write to any of the local offices, details of which can be found on the Care inspectorate offices page. 

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New residents can either self-isolate in their own home before coming to the care home, or join us and then self-isolate*.

Sanctuary Care new admissions information

Find out more*

Update from Sarah Clarke-Kuehn (Adult Social Care Winter Plan) – Group Director Sanctuary Care 21 September 2020

Update from Sarah Clarke-Kuehn (Visiting) – Group Director Sanctuary Care 14 September 2020

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