We want to make it easy to deal with SNG if you have a complaint. We believe it is an opportunity to listen, resolve and strengthen our relationship with each customer.
We’re committed to working with you, to find a fair resolution and we take the time to fully understand your needs and the impact on your life.
We're aware being kept up to date is important to you and we'll keep you informed.
Our service promises
We want to make it easy for you to raise a complaint. We have various ways for you to do this:
- By phone - 0300 5000 926 - Monday to Friday 8am-6pm.
- Email - contact@sovereign.org.uk.
- Complete our complaints form
. - Send us a message on Facebook @SovereignNetworkGroup - Monday to Friday 8am-6pm.
- In person – if you’ve arranged to meet us in your home, you can let us know then that you’d like to raise a complaint.
We will always respect your privacy and confidentiality, so that you feel safe in our hands.
- Once you make your complaint, we’ll confirm that we've received it - within 5 working days. This will reassure you that we have your complaint, and we’re working on it.
- We investigate all complaints thoroughly and will always try to provide a response as quickly as we can. We strive to do this within 10 working days, but if this isn’t possible, we’ll let you know why it may take a further 10 working days - to make sure you know what's happening at every stage.
- We will always be open and honest about the actions that we’re taking.
- If you’re unhappy with our initial response, you can ask for a fresh pair of eyes to have another look at your complaint. This reassures you that we will do all we can to find a resolution. We will do our best to complete this new investigation within 20 working days but, if this isn’t possible, we'll let you know why it may take a further 10 working days.
- If you’re unhappy with the response to our second investigation, then you can take your complaint to the Housing Ombudsman Service. They will independently review how we've investigated your complaint and our resolution. We’ll support you by giving you their contact details and information on how to do this.
- View our complaints policy for more details on our approach.
- We will keep you informed of the progress of your complaint, so you know what is going on. We will contact you in the way you prefer to give you relevant updates as we investigate your complaint.
- We will make sure that you do not have to repeat yourself when discussing your complaint with us, as all colleagues will be able to see the history of your complaint.
- We will treat you fairly and with respect when you contact us about your complaint. We genuinely want to help you resolve your issue.
- We will trust our teams to make the required decisions to resolve your complaint. This will help to find an answer as quickly as possible.
- When we reach a resolution, we’ll send you a letter or email with details of this, so you have a copy for your records.
- We need to know and understand what our customers are experiencing and 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 for you.
- We may invite you to take part in a survey about your complaints experience. If you ask us to call you about the feedback you’ve given, we will get in touch with you to help resolve it.
- If you’re pleased with the way things have been handled, sending a compliment helps us to learn from what we’re doing well. We’ll also share your views with our colleagues and their managers.
We want contacting us to be hassle-free, using your choice of the options below.
- Phone – Monday to Friday 8am-6pm on 0300 5000 926* We know your time is valuable, so we aim to answer all calls within two minutes.
- Complete our contact form - 24/7
- Email contact@sovereign.org.uk - We try to respond to emails within a maximum of 48 hours.
- Send us a message on Facebook @SovereignNetworkGroup – Monday to Friday 8am-6pm. We'll do our best to get back to you within one hour if you send us a message during these times.
Please remember to include your full name, postcode and date of birth at the beginning of your message or email. This will help speed up security and should mean that we can answer your query more quickly.
*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’re committed to creating an inclusive environment and experiences for every customer and employee – where we celebrate diversity and ensure everyone feels valued and respected.
By embracing equality and listening to diverse voices, we build stronger communities and relationships, better solutions, and a culture where everyone can thrive. Please take a moment to find out more about SNG’s approach to EDI.
Customer responsibilities
- We want to be able to respond to your complaint as quickly as possible, so we’ll ask you to give us all the relevant information you can. This can include photos and videos if needed.
- To make sure we can give you timely updates on your complaint, we’ll ask how you prefer us to contact you and the best time of day to get in touch. We’ll try to meet your preferences.
- If you would like someone else to raise a complaint on your behalf, you will need to let us know that they have your permission and that you’re happy for us to discuss this with them.
- So that we can spend as much time as possible investigating your complaint, please be patient and only get in contact if you need to give us more information about it.
- We aim to meet your expectations with our response. To help us do this, when you raise the complaint, please let us know how we can best resolve the problem for you.
- We want to get your complaint resolved quickly, so please be polite and respectful to SNG employees. 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.
- 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.
- See ‘Getting in touch easily’ to let us know about changes to your contact details.