Sanctuary operates with a heavily layered line‑management structure that significantly shapes the day‑to‑day experience of frontline staff. Communication is expected to flow strictly through the hierarchy, and direct contact with upper management is discouraged or tightly controlled. When such contact does occur, it is often limited in scope and tone, with little space for open discussion or meaningful feedback. This creates an environment where staff voices are filtered rather than heard.
Because of this, the overall wellbeing and professional experience of employees depend almost entirely on the competence and approach of their local Service Manager. If a manager is organised, supportive, and communicative, the service may function well. However, if a manager is inconsistent, disengaged, or lacks the skills required for the role, there is no structural safeguard to protect staff from the impact. Services operate in isolation, with minimal oversight or cross‑service consistency, resulting in each team effectively working within its own bubble.
Key aspects of employment — including annual leave approval, access to supervision, work–life balance, wellbeing support, and referrals to occupational health — are all controlled by a single individual. Without a clear organisational baseline or external accountability, these essential elements can be deprioritised or inconsistently applied depending on the manager’s personal views or workload.
Overall, the current structure places too much power and responsibility at the level of individual managers, without the checks, communication channels, or organisational culture needed to ensure fairness, transparency, and staff wellbeing across services.
Claim your business profile now and gain access to all features and respond to customer reviews.
Sanctuary Supported Living supports people on their pathways to independence. Through quality support and housing, we equip people with the confidence, self-esteem and life skills they need to live independently, whether that’s for the first time or following a significant change in circumstances.
We have over 50 years of experience in supported housing and over 650 services across England. We are a national organisation, but we think locally.
As a not-for-profit organisation, we reinvest any surplus we make back into our services, building communities and places that our residents are proud to call home.
Our supported living services specialise in housing and support for young people, homeless families and individuals, people with physical disabilities, learning disabilities and people with mental health needs. We also run two domestic abuse services and support services for older people and those with dementia.
We encourage and motivate people to do as much as they can for themselves, by helping them to gain practical and cognitive skills through personalised support.See more
