If you can’t make your appointment, please contact us as soon as possible. If your appointment is today or tomorrow, please call us instead so we can rearrange it and offer the slot to someone else.
- 0300 5000 926 - South and West
- 0300 373 3000 - London and East
- Please make sure someone aged 18 or over is at home for the entire appointment, as we cannot work in your property unsupervised.
- Dogs must be kept in a separate room behind a closed door, and muzzled if appropriate before we arrive and during our visit. If pets are not secured, we may be unable to carry out the work. This helps protect our colleagues from injury and prevents pets from becoming distressed.
- For the comfort and safety of our trades teams, please do not smoke near them or in the room where they are working.
- Please clear the area in and around the repair – if this is under laminate flooring you've laid, you’ll need to remove it before we arrive.
- If we're coming for a gas or electric appointment, please make sure you have money in the meter, as we'll need to run the appliances to check them.
When our tradesperson arrives, they'll identify themselves as an SNG employee or contractor with an official photo identity card. If you’re still unsure, they'll be happy to wait outside while you call us on either 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) to check their identity.
By signing your tenancy agreement you’ve agreed to allow us into your home to make essential repairs and for inspections, including your annual gas safety check. If you repeatedly refuse to give us access to your property, we'll apply for a court order to do so, and you could even lose your home.
Please don’t let it get to this stage. If you have any concerns contact us as soon as possible and we can talk through any concerns you may have.
We expect all our employees and contractors to follow our code of conduct. They must complete their work professionally and without causing any unnecessary disruption. If you're unhappy with anything they do or say please contact us.
We also ask that residents be polite and respectful. We're working hard for you and won't tolerate abusive language or threats of violence against any employees or contractors. Any act of bullying, discrimination, physical or verbal harassment is unacceptable. If our colleagues are put in this situation, we will take action to protect them. The action we take will depend on the circumstances.