Sovereign Housing

Quality property services

We have more than 800 skilled tradespeople working for us, which means that we’ve been able to insource our kitchen and bathroom programmes and mobilise a new in-house delivery team – giving us more control over service quality. Customer satisfaction for our repairs service last year was 92%, along with excellent scores for ‘customer trust’ and ‘ease of reporting repairs’.

Last year we invested £93m maintaining and improving our homes, including £17m on new kitchens, bathrooms, heating, boilers and roof replacements. We installed 5,000 new doors, windows and boilers and responded to over 190,000 repairs. We want people to be proud of where they live, and we’ve committed to making more of customer feedback and challenge, making sure we get the job done on the first visit wherever we can.

The two-year anniversary of the Grenfell fire continues to remind us of the absolute importance of safety and compliance. Keeping residents safe is a priority for us and we’ve boosted our in-house safety and compliance team, giving us greater oversight of our homes. In the last year we’ve achieved 100% for our fire risk assessment programme and all our homes had a valid gas safety certificate. We’ll continue to ensure our homes are safe places to live. Over the next year we’ll also roll out an Annual Home Safety Check to make the process of keeping our homes safe, even easier for everyone.

But safety and compliance doesn’t stop in our homes. We’ve also ensured that 100% of our offices and communal areas have had asbestos surveys if required and lifts inspected or isolated to make them safe.

Additionally, our health and safety management systems have been recognised by the Royal Society for the Prevention of Accidents (RoSPA), with a Silver award for practices such as leadership and workforce involvement.