If you can’t make your appointment, please contact us as soon as possible - or call us if your appointment is today or tomorrow - so that we can re-book it and give the slot to someone else.
- 0300 5000 926 - South and West
- 0300 373 3000 - London and East
- Please make sure someone over the age of 18 is in your property the whole time we’re there – as we can’t be in your property unsupervised.
- Any dogs must be secured behind a closed door in a separate room before we arrive - and kept there all the time please while we're in your home, muzzled if appropriate. Otherwise we will not be able to carry out any work. Several employees have had serious bite injuries where dogs have got out and become aggressive to a stranger in their home (especially if we're working away from you in another area) so keeping your pets safely away will also stop them potentially getting distressed.
- To ensure our trades teams are comfortable and safe while they work, we kindly request that you do not smoke close to them or in the room in which 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.