We provide homes all the way from London to Plymouth and from Banbury to the Isle of Wight, so we split our geography into neighbourhoods.
This ensures all our support and repairs services are local and tailored to you.
Our service promises
We value your trust and strive to deliver reliability in everything that we do
- You can find information about our neighbourhood services whenever you like online.
- If you want to access a service or report something to us, you can either look online or see our ‘Getting in touch easily’ sections. Alternatively, if you want to talk to us or if it’s urgent, please call us on:
- 0300 5000 926 between 8am-6pm Monday to Friday (South and West customers).
- 0300 373 3000 between 8am-6pm Monday to Friday (London and East customers).
- Most queries are sorted out quickly – but if it’s more complicated or you need one-to-one support then you may be referred to a locality officer, who will get in touch with you by phone or email. When they do, you can arrange a face-to-face meeting in your home if that’s easier for you. That way you’ll always feel comfortable and you won’t need to worry about making travel plans.
- If you have vulnerabilities that could make it difficult for you to access services (or to talk to us) and you want to tell us about them, please see ‘Getting in touch easily’ for convenient ways to let us know. Alternatively, call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- If you’re new to SNG – and need a little extra support to get settled into your new home – you may be assigned a named locality officer. To get in touch with them, you can either email them directly or call us on 0300 5000 926 (South & West Customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday and ask for them by name.
- We have lots of help and support for neighbourhood issues available at your fingertips online on our anti-social behaviour pages – and a quick visit is often the fastest and easiest way to get to the right support. But, if you still have questions and concerns or you don’t have access online, you can always call us on 0300 5000 926 (South & West Customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- Remember, if someone is in danger always call 999.
- We visit our neighbourhoods regularly to make sure they are clean, tidy and that we spot any issues in good time, helping to keep you safe and comfortable where you live. This is a great time to talk to us about any issues you have or to find out more about our services.
- If you feel there is an issue to be addressed in-between visits, please see Getting in touch easily to let us know, in the most convenient way, so we can support you. If the issue is serious, for example if someone is in danger, please call 999 to get help from the police.
- We want to make it easy for you to know what to do if you’re facing anti-social behaviour (ASB) or other difficult behaviour. Some problems count as ASB, others don’t, while some are criminal offences. Because of this, we’ve created online pages covering neighbourhood problems which you may find helpful. But, if you still have questions and concerns or you don’t have access online, you can always call us on 0300 5000 926 (South & West Customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- Remember, if someone is in danger always call 999.
- We are responsible for the upkeep of communal areas in buildings and communal gardens. If your home has a garden, then the upkeep is your responsibility. If you are unsure or have any queries, please see ‘Getting in touch easily’, alternatively you can call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- You can report any issues or emergencies about communal areas and communal gardens to us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday. If it’s an emergency, we’ll visit to fix the problem or make it safe within 24 hours. If it’s not an emergency, you may prefer to see Getting in touch easily for other ways to contact us that may be more convenient for you.
- It’s important we all work together to maintain communal areas and communal gardens to keep everyone safe, well and to ensure you live in a pleasant environment. Please don’t leave any rubbish or items (such as bicycles or mobility scooters) in any communal areas as it could be a fire risk or prevent others evacuating safely in an emergency.
- We have a zero-tolerance approach to items left in communal areas. This means we will remove any items found in these areas, without warning, as they pose a hazard, and we will dispose of them. You will not be able to get them back as we don’t have the storage space to hold on to items. There may also be a charge for removing any items.
- If you feel you would be unable to evacuate your home quickly or easily in the event of a fire due to a disability, let us know so we can carry out a Person Centred Risk Assessment or Personal Emergency Evacuation Plan with you. Please call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday. Alternatively, see our Getting in touch easily for other convenient ways to tell us.
- We sometimes work in partnership with other agencies (e.g. councils, energy and water companies) to make sure our neighbourhoods are safe by completing repairs outside the home quickly. If you have any concerns about contractors or organisations working in our communal areas or communal grounds, please call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- Leaving waste, recycling or bulky items anywhere other than inside the appropriate bin – with no intention of removing them – is considered fly-tipping, which is a criminal offence. It could also be a breach of tenancy. We want all our customers to live in a pleasant, clean and safe environment, so please see our fly-tipping pages to find out more about how we deal with it. See Getting in touch easily for ways to tell us about any issues in your area and don’t forget to include a photo of the waste, if possible.
- Graffiti and vandalism is a nuisance and, at times, offensive – we understand it can affect customers’ wellbeing, happiness and safety. If you notice any on SNG land or property, please report it to us, including images and the location. See our Getting in touch easily page for ways to let us know about the problem. If the graffiti is offensive, we will treat it as an emergency and arrange to remove it. Please call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday.
- If the graffiti or vandalism is not on SNG’s property or land, please contact your Local Authority for support.
- We work with customers and partners, including the police and local authorities, to deter and resolve nuisance behaviour in our neighbourhoods. Some problems count as ASB, others don’t, and some are criminal offences. Because of this, it’s sometimes difficult to know who to speak to for help so we have created an easy checklist below:
- If you or someone else is in danger, please call the police on 999 immediately.
- To tell us about any non-life-threatening neighbourhood issues, see the Getting in touch easily page so we can support you in a way that works best for you. Alternatively, you can use this online form
to tell us about it at any time, day or night. We also have an ASB hub where you can find out more about the different types of issues and what to do about them. - For more information online about common neightbourhood issues and who to contact, click on the links below:
- Fly tipping
- Noise and the noise app (helps you to record and evidence noise disturbance)
- People gathering
- Graffiti
- Fireworks and Bonfires
- Pet and dog issues
- Car and vehicle issues
- We work with customers and partners, including the police and local authorities, to deter and resolve nuisance and anti-social behaviour in neighbourhoods. We want to make it easy for you to know what to do if you’re facing anti-social behaviour (ASB) or other difficult behaviour. Some problems count as ASB, others don’t, and some are criminal offences. Because of this, it’s sometimes difficult to know who to speak to for help so we have created an easy checklist below:
- If you or someone else is in danger, please call the police on 999 immediately.
- To tell us about any non-life-threatening neighbourhood issues, see the Getting in touch easily page so we can support you in a way that works best for you. Alternatively, you can use this online form to tell us about it at any time, day or night. For more information online about ‘safety in your community’ issues and who to contact, click on the individual links below or see the summary ASB page:
Domestic Abuse affects anyone of any age or gender, from any culture or religion, in a heterosexual or same-sex relationship, in a family relationship (or not in a relationship at all), living with or apart from their abuser. The abuse could be physical, psychological, sexual, financial, emotional, digital, coercive or controlling. It could also be in the form of ‘honour’ based violence (including forced marriage), modern-day slavery or female genital mutilation (FGM).
- If you or someone else is in immediate danger call 999 and ask for the police.
- If you can't speak, call 999 followed by 55 when the operator answers (or tap or cough into the phone) – this will alert the operator and the police to respond. Find out more about silent calls .
- Abuse 24-hour Support Helpline - 0808 2000 247 (operated by Refuge ).
What we can do to help.
- If you tell us that you’re affected by domestic abuse, we’ll believe you and we’ll contact you safely, in a way and time that suits you. See Getting in touch easily to find the best way to talk to us.
- If you want to, we’ll help you find a new place to live and give advice so you can make an informed choice for you and your family (if you have one).
- If you have left an abuser, remember there is extra support available to you. Working alongside partner agencies we can provide additional security measures. We can also give you advice on applying for benefits and help you fill out the forms.
- With your consent and safety in mind, we will hold perpetrators of abuse to account where this is appropriate to do so. We will always be clear that domestic abuse is never the fault of the victim/survivor or their children.
Safeguarding
- Safeguarding means protecting a person’s right to live in safety, free from abuse and neglect. If you’re concerned for yourself, someone else or for a child, please see Getting in touch easily so you can talk to us in a way that works best for you. We’ll always take time to understand the situation and we’ll be helpful, sensitive and supportive. There are many ways in which we can provide support – and you can find out more about how we do this in our safeguarding adults and safeguarding children policies.
Emergency evacuation
- If you feel you would be unable to evacuate your home quickly or easily in the event of a fire due to a disability, let us know so we can carry out a Person Centred Risk Assessment or Personal Emergency Evacuation Plan with you. Call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday. Alternatively, see Getting in touch easily for other convenient ways to tell us.
- Maintaining your home is important so our repairs services cover every scenario for fixing, maintaining and improving your home – from emergency appointments within 24 hours , how to report damp and mould, through to booking routine repairs and essential annual safety checks, as well as refits like new kitchens and bathrooms. We set out exactly what you can expect from us – and what you need to do – in our Repairs Customer Promise, so we can get all your fixes and maintenance done quickly and efficiently. It is essential that you arrange for us to be able to enter your property for all work that needs to be undertaken.
Reporting repairs
Please remember to always:
- Call us to report emergency repairs (including out-of-hours) on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers).
- If you need to change an appointment that's scheduled within two days, it’s usually best to call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) Monday to Friday 8am-6pm. Otherwise, please choose the contact method that best suits you to talk to us about repairs:
- Email - contact@sovereign.org.uk (South & West customers) or customerservice@sng.org.uk (London & East customers) – Monday to Friday 8am-6pm
- Send us a message on Facebook @SovereignNetworkGroup – Monday to Friday 8am-6pm
Our contact and ways of working promises
Clear communication, every step of the way
We want contacting us to be hassle-free, using your choice of the options below.
Phone us – Monday to Friday 8am-6pm on 0300 5000 926
- For new requests, amendments or cancellations to existing appointments and for any other queries.
- Please remember to always call us to report emergency repairs (including out-of-hours) and if you need to cancel a repair with less than 2 days’ notice
My account (online) – 24/7
- For new repair requests, amendments or cancellations to existing appointments and for any other queries
Email – Monday to Friday 8am-6pm on contact@sovereign.org.uk
- For new requests and queries. Please remember to call our main number on 0300 5000 926 (instead of emailing) if you need an emergency repairs appointment or to cancel a repairs appointment with less than two days’ notice.
Send us a message on Facebook – Monday to Friday 8am-6pm @SovereignNetworkGroup
- For new (non-urgent) repair requests and queries.
*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be
included in free call packages.
We want contacting us to be hassle-free, using your choice of the options below.
Phone us – Monday to Friday 8am-6pm on 0300 373 3000
- For new requests, amendments or cancellations to existing appointments and for any other queries.
- Please remember to always call us to report emergency repairs (including out-of-hours) and if you need to cancel a repair with less than 2 days’ notice
My account (online) – 24/7
- For new repair requests, amendments or cancellations to existing appointments and for any other queries
Email – Monday to Friday 8am-6pm on customerservice@sng.org.uk
- For new requests and queries. Please remember to call our main number on 0300 373 3000 (instead of emailing) if you need an emergency repairs appointment or to cancel a repairs appointment with less than two days’ notice.
Send us a message on Facebook – Monday to Friday 8am-6pm @SovereignNetworkGroup
- For new (non-urgent) repair requests and queries.
*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be
included in free call packages.
- When an SNG employee or contractor arrives, they'll identify themselves with an official photo identity card. If you’re still unsure, they'll be happy to wait outside while you call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday, to check their identity.
- We want you to be comfortable in your home, so our employees are always friendly, polite and respectful. Please get in touch with us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) between 8am-6pm Monday to Friday if you have any concerns.
- We care deeply about the health and safety of customers, colleagues, contractors and the general public. We strive to maintain a healthy and safe working environment.
- We are serious about our responsibilities to you and about meeting our legal compliance requirements. This includes the Regulator of Social Housing’s Home Standard, covering health and safety; gas and electrical safety; water safety (legionella bacteria); asbestos, fire safety and lift maintenance.
- Your data and privacy are extremely important to us, which is why we will verify your identity when you contact us. We won't ask you to repeat yourself when it's not necessary.
- We will support you to get your tenancy issue or neighbourhood concern resolved quickly in line with your tenancy agreement and our tenancy policy. We'll always listen to you, try to accommodate your individual needs, and be kind and understanding of the impact on your life.
- We will ask lots of questions about your situation. This helps get the right help to you so you can be confident we will always be up to speed with your needs and concerns.
- We will do our very best to resolve issues on our first visit. Sometimes, we may require more time or need to send a specialist or get other agencies involved. We’ll always make sure you’re safe before we leave or advise who you should contact if it’s an ongoing concern.
- We will ensure our employees are fully qualified and receive ongoing training. We carry out regular quality checks, including collecting customer feedback – then act on it.
- We will always be respectful of you and your home.
- We will look out for any other obvious issues when we’re in your home and book follow-up appointments. Your home and your time is important so, wherever possible, we’ll avoid returning and disrupting you again unless it’s absolutely necessary.
- We’ll keep you up to date and agree with you when things will happen. If we’re unable to meet those timescales, we’ll let you know, so you don’t have to chase for updates.
- We’ll strive to respond quickly when you need us and we’re proactive in dealing with your housing needs.
- We’ll contact you in the way you prefer with relevant updates and information.
- We don’t put barriers in the way. Everyone has fair and equal access to the services we offer.
- To avoid confusion, we use plain English and communicate clearly and concisely. If you need a translator, plain text, braille, BSL, large print or further support, please let us know. See our Getting in touch easily page to let us know the way that works best for you. Please see our accessibility statement for more information about our accessible, inclusive digital services.
- We need to know and understand what our customers are experiencing and want to hear your views on what’s working well and what we could do better. Submitting honest feedback helps us find ways to continuously improve our service to you. We will always share your feedback with our colleagues (including managers), so your comments are heard and used to improve how we do things.
- We may ask you to take part in a survey about your experience. If you ask us to call you to discuss your feedback, we’ll get in touch and help you resolve the issue you’ve told us about.
- You can also send a compliment at any time by completing our feedback form . If you have provided us with a compliment, we’ll share this with our teams and learn from what we’ve done well.
- We want to make it as easy as possible for you to tell us when you feel something has gone wrong. If you’re not happy with a service we’ve provided, you can make a complaint online. Alternatively, you can get in touch and speak to us over social media, by phone, by post or in person.
- You can also contact us if you’d like any of our complaints information in another format or language. This means everyone has access to the same information.
- Our complaints policy makes sure we take your issues seriously. We’ll make it easy for you to let us know when something has gone wrong and we’ll work with you to resolve your complaint.
- We’ll understand what’s happened from your point of view and look for a resolution that works for you. If we can’t agree on a resolution, we’ll be honest about what we can and can’t do and only close a complaint when we’ve tried everything reasonable to resolve it.
Customer responsibilities
How you can help us deliver the best experience for you
- You want a comfortable home where you feel safe and well. The general upkeep is your responsibility, and we have lots of information and video guides you may find useful. We want to support you if you're struggling with this, so please let us know if you need help (see Getting in touch easily to tell us) and we can discuss some options.
- Please remember it’s essential you fulfil the terms and conditions of your tenancy with us. If you have any questions about your tenancy or need us to clarify anything, please see Getting in touch easily and we’ll help you understand your responsibilities as an SNG tenant.
- Make yourself at home and express yourself with a fresh lick of paint or new carpets and curtains. However, if you’ve something a bit bigger in mind, read our making your own improvements guide to find out what needs permission, to avoid any issues down the line.
- We want to cause minimal disruption to your life, so please tell us promptly about any issues in (or outside) your home or in communal areas. This usually means it takes less time to resolve, as untreated repairs end up causing more damage over time.
- Please tell us as much information as you can about any issues, and provide photos or videos if possible. This helps us correctly assess the problem and fix the issue first time, avoiding further visits to your home.
- Many of us need a pet to feel fully at home. You will require permission in writing from us if you live in a flat above ground floor or in a home without a private garden. Please read our keeping pets guide - and make sure they're in another room (or under control) when we visit. Also, please be mindful that your pet doesn’t damage the property.
- To keep you safe and comply with the law, you must let us enter your home for inspections and essential repairs – including an annual gas safety check. If you have any concerns about letting us in, please let us know on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) and we can work this out with you. Your safety and wellbeing is always our top priority.
- If you have any concerns about fire doors or self-close door fixings, please call us immediately on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers). It’s important we keep you safe.
- Please keep appointments with us. If you can’t, please let us know in good time. Doing this frees up our tradespeople to help other customers in need.
- If you need to change an appointment that's scheduled within two days, it’s usually best to call us to let us know. Otherwise, please choose the contact method that best suits you.
- Phone – Monday to Friday
- South and West customers - 8am-6pm - 0300 5000 926*
- London and East customers - 8am-5pm - 0300 373 3000*
- Email
- South and West customers - contact@sovereign.org.uk
- London and East customers - customerservice@sng.org.uk
- Online Customer Portal (24/7):
- South & West only - Send us a message on Facebook @SovereignNetworkGroup - Monday to Friday 8am-6pm
- Phone – Monday to Friday
*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be included in free call packages.
- If you have any concerns about letting us into your home, please call us on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) Monday to Friday 8am-6pm, so we can help you.
- When one of our employees or contractors arrives, they'll identify themselves with an official photo identity card. If you’re still unsure, they'll be happy to wait outside while you call us to check on 0300 5000 926 (South & West customers) or 0300 373 3000 (London & East customers) Monday to Friday 8am-6pm.
- We provide you with the best advice we can offer. In return we ask that you are open to listening to advice from us and working with us to find a mutually agreeable solution.
- We love pets but, to keep them and our employees safe, please keep them under control when we visit. This includes securing any dogs behind a closed door in a separate room before we arrive - and keeping them there all the time we're in your home (muzzled if appropriate).
- Please remember you are legally obliged to let us enter your home for inspections and essential repairs, including an annual gas safety check. This is to make sure your home is kept safe for you to live in.
- To make sure we can contact you when you really need us, please always tell us when your contact details change.
- It’s important to let us know about new telephone numbers or email addresses, and whether you or your family have vulnerabilities or new partners or children living in your home. We want to provide the best service we can for you and try to accommodate your needs.
- The Getting in touch easily section explains the different ways you can let us know about changes to your contact details.
- Please consider nominating someone else to talk about your tenancy. This can be very useful if you are away or in hospital for example, and means that the person you nominate (trusted friend or member of your family) will be able to cancel Repairs appointments or meetings with SNG employees.
- We want to get your tenancy issue or neighbourhood concern sorted out quickly so please be polite and respectful to all SNG employees and contractors. We are 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.