Posted 05/02/2024

Our brand is changing

Swan became part of Sanctuary last year, so we’ll be closing the Swan brand and delivering our services under the Sanctuary brand from March 2024. 

Aligning our brand will save us money each year (for example, by reducing the number of websites we pay for), freeing up more funds to invest in our homes and services.

How will this brand change affect Swan customers?

When we make this switch, our staff will identify as working for Sanctuary. From March, you’ll start to see Sanctuary’s logo on our uniforms, lanyards, letters and building signage.

Axis will continue to carry out any repairs to our homes, so – if something needs fixed – you can expect the person who attends to be wearing an Axis uniform.  

Our staff and contractors carry identification (ID) cards, and we encourage all residents to ask to see someone’s ID before allowing anyone into your home. Genuine callers will not be offended and be more than happy to put your mind at ease. If you’re still not sure whether someone visiting you on our behalf is who they say they are, phone us on 0300 303 2500 and we’ll check for you.

The brand is changing but you will still be a Swan tenant, with the same tenancy agreement, services, and rights.  So, if we write to you about your tenancy, you’ll see the Sanctuary logo, but we may refer to Swan. Everything else will just say Sanctuary.

How we communicate with you

We are also changing how we communicate with our customers.

Swan’s website and social media channels will close on 25 March 2024. From that date you’ll be able to find all the information you need on Sanctuary’s website (www.sanctuary.co.uk) and social media channels. 

We’ll still write to you with key information about your tenancy, including the outcome of our rent review. We’ll stop sending out printed newsletters to reduce our carbon footprint and put a greater focus on more accessible, digital communication.

Contacting us from 25 March 2024  

If you need to get in touch with us once the brand changes, you can do this in several ways.

Phone us between 9am and 5pm, Monday to Friday on 0300 303 2500. 

Email us using our online form at www.sanctuary.co.uk/swan-contact-form 

Check your account balance, pay your rent and log a repair 24/7 on the MySwan portal at www.sanctuary.co.uk/swan