SNG’s Domestic Abuse Customer Promise

Domestic abuse is never the fault of the victim, survivor or their children.

Everyone’s situation is unique and so we will always listen carefully, provide information and help you work out your next steps.

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).

You’ll find lots of information about the different types of domestic abuse on our website.

In an emergency:

• If you or someone else is in immediate danger, ALWAYS call 999 and ask for the police.
  If you can't speak but you can get to a phone, call 999 and when the operator answers, press 55 (or tap or cough into the phone) – this will alert the operator and the police to respond. Find out more about silent calls .

• If you or someone else is in immediate danger, ALWAYS call 999 and ask for the police.
  • If you can't speak but you can get to a phone, call 999 and when the operator answers, press 55 (or tap or cough into the phone) – this will alert the operator and the police to respond. Find out more about silent calls .

If you’re not in danger but it’s still an emergency:

• If it’s safe to do so, free, confidential support is available 24 hours a day from the National Domestic Abuse Helpline on 0808 2000 247 (operated by Refuge ).
• Refuge can also help with arranging emergency accommodation for you (and your family, if you have one) so that you can get to safety as quickly as possible.
  (Please note SNG is not able to arrange emergency accommodation).
• Refuge  provides domestic abuse services for everyone regardless of gender. While some services are gender‑specific (e.g. women-only refuge accommodation and support services), help and advice are available to everyone affected by domestic abuse, including men.

• Emergency accommodation means moving to a safe place as quickly as possible.
  If you are in immediate danger, it is essential to call 999 and ask for the police. Their focus will be to get you (and your family) to safety and make sure you have somewhere safe to stay. If you can't speak when the operator answers, press 55 (or tap or cough into the phone). This will alert the operator and the police to respond.
• If you need emergency accommodation but are not in immediate danger and are able to make a phone call, you can contact Refuge   on their 24‑hour, free and confidential helpline: 0808 2000 247 (The National Domestic Abuse Helpline). Refuge is a specialist, trauma‑informed support service, with staff trained in responding to domestic abuse. They will listen to you, understand your situation and help you make a plan as quickly as possible. They also offer a live chat service (currently available 10am–10pm Monday to Friday, and 10am–6pm on weekends).
• If it is difficult to make phone calls because they are monitored or because you don’t have access to a phone, consider telling a GP, midwife, social worker, housing officer, or a teacher (if you are concerned about a child). Remember, you do not need to explain — saying “I’m not safe at home and need help” is enough to trigger safeguarding support. Alternatively, you could tell a trusted friend or family member, who may be able to make a call for you.
• We understand that your home is extremely important to you and is often one of the main reasons people don’t leave an abuser. If you are thinking about leaving, there are options available. We can advise you as you think through your next steps on 0300 5000 926 (South and West customers) or 0300 373 3000 (London & East customers) 8am–6pm, Monday to Friday.
• Alternatively, you can contact your local council directly. Councils usually manage access to temporary and permanent accommodation, as well as support services. Refuge  can also help with longer-term planning through their confidential helpline on 0808 2000 247, which is available 24 hours a day.
• Please know that you should never be asked to give up your tenancy in order to access emergency or temporary accommodation. These are intended to be safe spaces where you can think through your next steps without giving up the tenancy (or joint tenancy) on the home you already have.
• If you would like to talk to us, our team can provide advice about alternative housing and explain your options, helping you make an informed choice for you and your family — including temporary or permanent moves. Please note that most councils manage the housing register, so you will need to contact them directly if you do choose to move to a new home. To speak to us for advice, call us between 8am and 6pm, Monday to Friday, and ask for the housing team on:
  • 0300 5000 926 (South and West customers)
  • 0300 373 3000 (London & East customers)

• We understand that abusers often take control of every aspect of their victim’s life – including homes and finances – but it is important we reassure you that you will not lose your home or tenancy because of someone else’s behaviour.
• If you want to stay in your home, we can provide additional security measures so that you feel safer. We work alongside other specialist organisations, such as Womankind , to do this. We can also advise you on tenancy queries to help you understand your rights and we can help with applying for benefits or back payments, too. To speak to us for advice, call us between 8am and 6pm, Monday to Friday, and ask for the housing team on:
  • 0300 5000 926 (South and West customers)
  • 0300 373 3000 (London & East customers)
• Please know that if you plan to stay in your home – but wish to access emergency or temporary accommodation – you should not be asked to give up your tenancy. These are intended to be safe spaces where you can think through your next steps without giving up the tenancy (or joint tenancy) on the home you already have.
• If a change in your home arrangements or tenancy means you’re thinking about finding work or if you’re looking for new opportunities, we can support you with free services such as coaching interviews or CV writing skills, as well as helping you access free courses. We have our own team of expert employment and training specialists, who have helped hundreds of SNG customers find fulfilling, paid employment, or even to set up their own businesses. They will be sensitive and mindful of your unique situation.

• We will always believe you and listen carefully if you want to share your experience or talk about your future plans. These could include moving to a new home (usually arranged by your local council but we can guide you through the process), making your current home more secure or accessing other services we offer.
• If you choose to call us, we will immediately put you through to the specialist housing team. Most of the time, there will be a specially trained colleague available to speak to you but, occasionally, they may be with another customer. If that’s the case, we will arrange a follow-up call at a safe and convenient time for you. 
• We will remember that it’s difficult and potentially retraumatising to have to keep explaining what has happened to you, so we will do our best to:
• Be mindful not to ask you to repeat yourself. If you are asked to explain your situation again with a different colleague then please politely remind them to read the notes on your file.
• Give you a named specialist who will be your main point of contact at SNG. They will work with you to arrange and coordinate any support or services you need from SNG, to help you move forward with your home and life. They will also work closely with other agencies that are supporting you through your situation.
• Some of our customers who have been through domestic abuse, find many of our FREE services useful to help them reshape and move on with their lives. This includes access to a specialist employment and training team, as well as dedicated teams that can help you apply for benefits and back claim for old payments. We also have teams that can help with budgeting and money matters. These are available to all SNG customers, and you can get in touch with us about any of these services. Alternatively, your named SNG officer can arrange it for you.
• SNG also partners with Womankind to provide services including befriending . Many survivors have found it helpful and positive to make new connections and build up a network of friends to help them move forward. While they are based in Bristol, services are available to all SNG customers in need of support.
• Please know that you should never be asked to give up your tenancy to access emergency or temporary accommodation. These are intended to be safe spaces where you can think through your next steps without giving up the tenancy (or joint tenancy) on the home you already have.
• You can also visit Refuge’s website for the latest guidance and support for domestic abuse survivors, and we also have information on our dedicated domestic abuse page.

There are many ways you can talk to us about your situation, please see the options below. We’ll always listen (or read carefully) and put you in touch with the right team to support you.

Phone us – Monday to Friday 8am-6pm on 0300 5000 926

• Please always call us if you need to change or cancel an appointment with less than two days’ notice.

My account (online) – 24/7        

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 to change or cancel an appointment with less than two days’ notice.

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 help you more quickly.

Message us on Facebook – Monday to Friday 8am-6pm @SovereignNetworkGroup  

*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be
included in free call packages.

There are many ways you can talk to us about your situation, please see the options below. We’ll always listen (or read carefully) and put you in touch with the right team to support you.

Phone us – Monday to Friday 8am-6pm on 0300 373 3000

Please always call us if you need to change or cancel an appointment with less than two days’ notice.

My account (online) – 24/7        

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 to change or cancel an appointment with less than two days’ notice.

  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 help you more quickly.

Send us a message on Facebook – Monday to Friday 8am-6pm @SovereignNetworkGroup

*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be
included in free call packages