SANCTUARY HOUSING
A fully managed void energy partnership
CLIENT
Sanctuary Housing — one of the UK’s largest housing associations, managing 120,000 of
affordable and social homes across the UK.
THE CHALLENGE
Before working with TSM, Sanctuary Housing void team was spending weeks managing energy-related issues across an average of 300 void properties at any one time. The team was dealing with a number of UK energy suppliers in parallel, each with their own processes for void registration, debt clearance, meter resets and final billing.
Prepayment meter debt from previous tenants was blocking power at a meaningful proportion of properties, preventing contractors from starting works and delaying re-lets by an average of 32 days. Multiple final bills were arriving from suppliers the organisation hadn’t actively registered with, and key and card availability was a recurring pain point for housing officers in the field.
WHAT WE DID
TSM became Sanctuary Housing single point of contact for all void energy matters. Our specialist team took on the full lifecycle — from handover of keys to re-let readiness — across the whole portfolio.
Onboarded void properties to our fully managed service within 2 weeks
Centralised supplier liaison across every UK energy supplier relevant to Sanctuary portfolio, handling registration, debt clearance and reset on their behalf
Delivered remote prepay top-ups for void properties, so contractors always had power when they arrived on site
Posted electric keys and gas cards next-day to any property or office location, removing the need for staff to hunt for local shops
Issued RTI/reset codes directly with clear instructions for shop application where needed
Consolidated final billing into a single monthly statement across the whole void portfolio
THE RESULT
Sanctuary Housing now has a predictable, scalable void energy process that has delivered measurable improvements across cost, speed and team capacity.
£213,000
of historic void energy debt cleared within the first 12 months of the partnership
15 days
average reduction in void period length
95%
reduction in void-related energy admin hours for the in-house team
One monthly
consolidated bill replacing 120 separate supplier invoices
IN THEIR WORDS
“Really cannot fault TSM hard work with Sanctuary and we would really be lost without them and would recommend anyone to deal with this company.” — Sanctuary Housing
AT A GLANCE