Over a busy few months this spring and early summer, we’ve been hard at work delivering local improvements, strengthening our core services, and building new partnerships - all with one goal: to better serve our customers.
And on 1 April, we officially came together as SNG (Sovereign Network Group) - a single organisation with a shared purpose. By streamlining processes and bringing our teams closer together, we’re making it easier to deliver the support and services that matter most to you. This isn’t all in place yet, but we’re making good progress.
Here’s some lovely feedback from a customer and their family who’ve been supported while they had to stay in temporary accommodation:
“Thank you for everything you’ve done to help our family whilst we are at temporary accommodation with SNG. You went above and beyond to help on every endeavour we have had, from personal to accommodation matters. We really felt that you cared about us and our situation, and that made such a difference.”
On 1 April, the new consolidated www.sng.org.uk website went live, ready to welcome visitors. This new site combines the former Sovereign and Network corporate and customer sites into one streamlined platform with one look and feel.
What's new?
- Easy to navigate: Features like the postcode lookup and audience tagging on pages make it super easy for customers to find the info they need.
- More secure: We've improved security to protect the site from attacks, ensuring our systems remain safe and customers can continue to access our digital services without a hitch.
- Faster: The new website is 2.5x faster than the old one!
- Customer approved: We worked with our customer scrutiny panel as we developed the new site to gather feedback, test features and make sure we’re meeting our users’ needs.
Since 2022, our Skills 4 Work programme in Hampshire and the Isle of Wight has supported over 400 residents into training, employment, and better work opportunities - thanks to external funding.
One inspiring customer journey we couldn’t wait to share is Samantha’s.
When Samantha met our team in 2023, she’d been unemployed for over 15 years, had never had a formal interview, and was facing serious challenges with her health, mental wellbeing, and finances. She attended an open day for our Security Industry Authority (SIA) security training programme, unsure of what to expect but determined to find a way forward.
With tailored support from Elliott Buttle and the Employment and Skills team, Samantha built her confidence, received help with essentials like food and travel, and prepared for the transition from benefits to work. She completed her training, earned her SIA licence, and secured a local security role in Basingstoke - which she still holds today.
Recently, Samantha updated us on her progress and said:
“Elliott changed my life and I’m forever thankful. I love my job - it’s the best I’ve ever had. He believed in me, and thanks to his support and the opportunities I was given, I’m now in a role that brings me pride and joy every single day.”
Explore how you can gain access to training, skills and employment opportunities through our Employment and Skills page.
We’re proud to announce that SNG is now fully authorised by the Financial Conduct Authority (FCA) to deliver Regulated Debt Advice - a major milestone in our mission to support financial wellbeing.
Launched through our Customer Support Fund, the Debt Advice Service has already made a big impact in its first year:
- Over 1,000 referrals
- £1.3 million saved for customers
- Help managing £1.2 million in debt
- 100%+ increase in engagement through collaboration with our third-party provider
This FCA authorisation means we can offer even more tailored, impactful advice to help customers navigate financial challenges with confidence.
Find out more about our free, impartial, and confidential debt advice service.
Getting into work - or finding better work - isn’t just about CVs and interviews. Sometimes, the first step is believing change is possible.
That’s where our Solution-Focused Change Programme comes in. Through just a few supportive sessions, customers are building confidence, and taking real steps toward employment.
One customer recently shared:
“It’s been gentle, supportive, and non-judgmental - helping me see my potential and believe in the possibility of change. I’ve done other courses, but this one stood out. It made me feel less isolated, more capable, and more ready to move forward. This course has been the most uplifting and helpful 6 hours in my 11 months of unemployment/living on the edge. Thank you.”
Huge thanks to our Employment & Skills coaches who carefully select participants ready to take that next step.
If you or someone you know is looking for work and could benefit from this programme, email: supportforyou@sng.org.uk This could be the start of something great.
Young people from The Foyer teamed up with Ryde Town Council for a beach clean around Ryde Harbour. With support staff alongside, they turned the day into a fun and meaningful activity - enjoying the sunshine while giving back to the community.
They worked hard clearing the sand build-up and were warmly thanked by council members. The event also opened up conversations about future opportunities for our young people to get involved in more outdoor and community-based activities.
Everyone had a fantastic time and left feeling proud of the difference they made. Discover more about our work at The Foyer, on the Isle of Wight.
From Berkshire to the Isle of Wight, customers in our Housing for Older People schemes have been embracing creativity to boost wellbeing and build community.
At York House in Calcot, customers proudly showcased their artwork through the Art for Wellbeing project, run by our partners Creative Communities. These sessions help reduce isolation, build confidence, and bring people together in a fun, social setting.
Meanwhile, on the Isle of Wight, we’ve teamed up with Independent Arts for a folklore-inspired project. Residents gather to share stories, swap superstitions, and enjoy hands-on crafts led by a local artist. From counting magpies to avoiding the number 13, it’s sparked meaningful conversations and new friendships.
These creative programmes are helping customers thrive, connect, and feel part of something special, showing the power of art to support mental wellbeing and community spirit.
You said, we did!
Your feedback is important to us as it helps shape the services that truly meet your needs. This quarter, through our close the loop system, 130+ complaints have been prevented by proactively listening and communicating with our customers.
Where negative feedback has been received, a case has been raised, customers have been contacted and visited (where necessary) and listened to. Where possible we’ve tried to resolve the issue and have turned negative feedback into a positive.
Below are a few examples of some Q1 highlights that showcase the link between customer feedback and the action we’ve taken.
Bin store is relocated
Thanks to customer feedback and great teamwork, we've made a positive change to one of our communities in North Hampshire.
After concerns were raised about unpleasant smells from the bin store near the entrance, our Localities Team and South Places Impact Team worked together to relocate it to a more suitable spot. This improvement reflects the power of listening and collaboration - and we’re grateful to these customers for helping us make it happen.
Neglected area becomes wildlife haven
Earlier this year, a customer in Priory Court, Christchurch approached us for permission to transform a neglected strip of grass behind a garden wall into a small wildlife-friendly space. We were happy to support the idea, agreeing to some light-touch management guidelines.
The results have been incredible. In the customer’s own words:
“The wildlife strip has already far exceeded expectations. I wasn’t expecting this level of growth until next year! The butterflies, bees, and insects it’s attracted are amazing - none of them were here last year. Butterflies in particular seem obsessed with it!”
All of this was achieved with just four packets of wildflower seeds and a little help from Mother Nature. The garden is now largely self-sustaining and may only need occasional maintenance every few years.
It’s a wonderful example of how small changes can make a big impact - for both people and wildlife.
Discover our top tips on how you can transform your garden to a more wildlife-friendly space.
Knightstone Grange Community picnic supporting families and improving safety
In April, we hosted a fantastic Community Picnic at Knightstone Grange in Hythe, near Southampton, as part of our Place-Based Community Programme.
Families enjoyed an Easter egg hunt, children’s activities, and a community litter pick, joined by local organisations and SNG teams.
Thanks to the programme, the estate’s already seen improvements like new CCTV, better lighting, and a community notice board to share support offers and opportunities from SNG and local partners.
Local charities are also getting involved: Families Matter is offering emotional and wellbeing support to families, and Handy Trust is delivering regular youth work sessions on the estate.
Co-funded by SNG and the Police Crime Commissioner’s Office, the programme is all about building community, improving safety, and supporting families.
Read more about our safer community initiatives for customers.
Supporting customers and investing in communities
Debt advice
- Helped customers to save over £421,411
- 177 customers supported around fuel poverty interventions
- 577 customers supported through our ‘support for you’ service (connecting customers to the right support)
- The service also generated over £15m in social value
Financial inclusion
- Supported 1,251 cases with financial inclusion (including helping them access the benefits and government support they’re entitled to)
- 12 customers engaged in pre-tenancy support delivered by social enterprise Your Own Place (YOP), covering money management, housing advice, tenancy guidance, and tips for managing living costs.
Employment and skills
- 100 jobs were secured for customers
- 535 training courses or other outcomes achieved
- 4 people supported with business start-ups and into self-employment
Here’s some fantastic feedback from Stuart, who took part in one of our Digital Inclusion workshops, run in partnership with Cosmic. These are designed to help customers build the skills they need to thrive in today’s digital world:
“I had the opportunity to take part in training sessions that provided invaluable support in enhancing my skills and employability. Suzi, my trainer, would revisit previous topics to make sure everything stuck. It made a big difference to my confidence. What I enjoyed most was learning something new that I could use. Adding new skills to my CV felt like progress – it reminded me that I was still growing and learning.”
Community investment
- 60 community organisations supported
- 152 customers supported through digital inclusion activities, from help using the internet to apply for jobs, to accessing online training to help stay safe online.
Funding
- The team secured over £459,623 of external funding to enable our services and support to help even more customers.
How we’re performing
Satisfaction with key services
From April to June, our overall customer satisfaction was stable at 63%, as was satisfaction with our Contact Centre team and ease of getting in touch with us.
- We know this is an area where we need to keep improving, so we’ve continued to enhance the service. As a result, we’re now responding to more complaints within our target timescales – 90.81% at Stage 1 and 85.29% at Stage 2.
- Our Complaints Customer Promise tells you more about how we handle concerns, act on feedback - and what to expect if you make a complaint.
- Satisfaction with repairs improved to 80.2% and our ‘close the loop’ work is also helping to flag any issues quickly so they can be resolved.
- Satisfaction with how easy it was to get a repair carried out was 7.3 out of 10 (where 1 is not at all easy and 10 is very easy).
- Our Repairs Customer Promise outlines how we aim to complete repairs promptly, and what we need from you to help deliver a smooth service. A separate Promise is being developed for London & East customers, where repairs are carried out by contractors rather than our SNG trades team.
Here are some other key performance figures for the quarter:
- How much customers trust SNG - 68.4% satisfaction
- How satisfied or dissatisfied customers are that SNG listens to their views and acts on them - 58% satisfaction
- How satisfied or dissatisfied customers are that SNG keeps them informed about things that matter to them - 70.7% satisfaction
“I just wanted to take a moment to share how incredibly pleased I am with the work that your team did. From start to finish, they were friendly, professional, and exceptionally hard-working. They not only completed the job to an incredibly high standard, but they also went above and beyond to make sure everything was perfect.”
Our news
We publish news stories throughout the year. Read this quarter's 16 stories on our News page.
Press release
Over £250k for charity groups as SNG relaunches Thriving Communities Fund
We're pleased to relaunch our Thriving Communities Fund, with grants available to charities and community groups across London, the South East, South West and East of England.
Press release
SNG’s and Mitsubishi Electric innovative heat pump approach leads the way in cost-saving retrofit
SNG has joined forces with Mitsubishi Electric to deliver a pioneering retrofit programme which has the opportunity to transform the social housing renewable heating landscape.
SNG backed report reveals £103 billion in social impact if England delivers 1.5million new homes
A new study backed by SNG suggests the UK Government’s target to deliver 1.5 million homes by 2029 could create £103 billion in combined social value.