How we are doing

Across Sanctuary Group we set out to continuously improve the services we provide. Our performance is very important to us and we work hard to resolve any problems.

Each year we review how we have performed across all areas of our organisation and set performance targets which reflect our ambition for continuous improvement. We also review the performance of our best performing competitors to ensure that our targets are in line for the sectors in which we operate.

Performance is monitored throughout the year and this information is shared with our stakeholders. Detailed below are some of our key performance indicators.

Year at a Glance - 2020/21 Highlights

2020/2021 Sanctuary's annual highlights at a glance

Resident engagement – Overall satisfaction with landlord: England 73.4%
Employee engagement – Your Say engagement score 80%
New homes built 834
Energy Performance Certificate ratings – Average rating 71
Carbon emissions - Tonnes of CO2e per employee 3.64
Compliance – Properties with valid gas safety certificate 99.7%
Housing regulator ratings G1 V2
Care Quality Commission ratings - Sanctuary Care (Good or Outstanding) 86%
Care Quality Commission ratings - Sanctuary Supported Living (Good or Outstanding) 98%
Care Inspectorate ratings – Scotland (Good, Very Good or Excellent) 75%
Credit ratings - Moody's A2 stable
Credit ratings - Standard & Poor’s A+ Negative
Capacity – Cash, undrawn facilities and available security £1,442m
Management cost per home £397
Group revenue £765.4m (0.3% growth)
Operating surplus margin 22.2%
Underlying operating surplus margin 21.8%