Our repairs services cover every scenario for fixing, maintaining and improving your home – from emergency appointments within 24 hours through to routine repairs and essential annual safety checks, as well as refits like new kitchens and bathrooms.
We’ll complete all repairs to a high standard and keep you informed every step of the way, leaving you reassured that your home is always safe and secure.
Here we set out exactly what you can expect from us – and what you need to do – so we can get all your fixes and maintenance done quickly and efficiently.
Our service promises
- An emergency repair is a repair (or temporary fix to make safe) we will aim to carry out within 24 hours. You can find a full list on our emergency repairs page.
- To report an emergency repair, ring us 0300 5000 926 at any time, day or night. We'll be here to take your call.
- We prioritise emergency repairs based on urgency and the risks to those in your home or to the public. Some of this assessment is based on the information you give us.
- We are sensitive to vulnerabilities so please let us know – or remind us – of any circumstances we should be aware of when you call.
- We classify it as an emergency if you are without heating and/or hot water between 14 October and 14 March. If it is unusually cold before or beyond these dates, then we may extend this service.
- All year round we will treat it as an emergency if you have no heating or hot water and you or someone in your household has a vulnerability. Let us know and we'll be with you as soon as we can.
- In some cases, we may ask to carry out a video call to assess (and possibly fix) the problem remotely. If we can’t resolve the issue this way, it will still help us understand more about the repair.
- We may decide to recharge you if you have overstated the nature of the actual repair needed and it is not an emergency.
- Repairs for tenants that are not classified as emergencies are usually referred to as routine repairs.
- We will aim to complete routine repairs within 42 days. There may be occasions when this is not possible but we will keep you fully informed.
- See ‘Getting in touch easily’ to find out how to let us know about a new routine repair.
- If you are a shared owner/leaseholder, we’ve created guidance to help you be aware of your repair responsibilities.
- Our video guides will also help you confidently solve some issues and are a convenient way to access support quickly and efficiently.
- We also offer video calling to assess some problems remotely, which can save your valuable time. If suitable, we’ll book a video-call inspection between 8am and 4.30pm Monday to Friday.
- We want your repair fixed quickly and, depending on the work, aim to make appointments that fit around your life such as scheduling visits around the school run. We offer:
- All-day slots – 8am to 4.30pm
- Morning slots – 8am to 1pm
- School-time slots – 9.30am to 2.30pm
- Afternoon slots – 12.30pm to 4.30pm
- If we have your mobile number, you'll receive a text message from us four days before your appointment, reminding you of the date and time. On the day, we'll update you via text when the tradesperson is on their way. Please make sure we have your latest details so we can contact you easily and let you know how to prepare.
- If the repair is needed as a result of deliberate damage, then we may charge you for the work.
- We are committed to carrying out required compliance inspections and remedial works to keep you and your home safe.
- Protecting you from fire risk is important to us. For tenants, we provide smoke alarms and complete annual safety checks on gas, oil and solid fuel appliances and regular checks on electrical systems. (Homeowners and leaseholders are responsible for gas, oil and solid fuel appliance and electrical tests within their own home but we’re responsible for communal installations.)
- If you are unable to evacuate your home in the event of a fire - due to either a permanent or temporary disability, please let us know as soon as possible so that we can carry out either a ‘Person Centred Risk Assessment’ (PCRA) or ‘Personal Emergency Evacuation Plan’ (PEEP) with you.
- We carry out quarterly fire risk assessments on all fire doors in communal areas of blocks over 11m high. We’ve started annual checks on the entrance doors to flats which lead to communal areas of a block. We want you to have peace of mind and trust that we’re undertaking the required fire risk assessments.
- We display fire notices in communal areas of blocks of flats and similar sites, so anyone in your building knows exactly what to do if they discover a fire or the building needs to be evacuated.
- It’s vital we know about any issues, so we can keep you safe. If you have any concerns about fire doors or self-close door fixings, please speak to us immediately on 0300 5000 926.
- As part of our safety commitments , we must complete a landlord gas safety record every 12 months. This is a legal requirement and covers checking gas installation pipework, appliances and flues.
- We need to make sure your electrics are in good working order and not a danger to you. We believe this is essential for your welfare so we schedule these checks before you move into your home and then every five years – even though the legal requirement is ten years.
- Please look out for our letters and make a note of the appointment dates and times. Please contact us to rearrange if an appointment is not suitable for you (see ‘Getting in touch easily’). We’re here to help.
- We also carry out safety servicing and inspections on all our lifts and lifting equipment. You can find out more about this on the Lift and lifting equipment safety webpage.
- If we have your mobile number, you'll receive a text message from us four days before your appointment, reminding you of the date and time. On the day, we'll update you via text when the tradesperson is on their way. Please make sure we have your latest details so we can contact you easily and let you know how to prepare.
- To keep you safe and to comply with the law, you must let us enter your home for inspections, essential repairs and any safety checks about compliance inspections – including an annual gas safety check. If you have any concerns about letting us in, please let us know on 0300 5000 926 and we can work this out with you. Your safety and wellbeing is always our top priority. We may take legal proceedings if you do not give us access to your home.
- If you notice anything which doesn’t look right or you are unsure about our procedures, please call us immediately on 0300 5000 926.
- We know that key components of your home (such as kitchens, bathrooms, windows and doors) will wear out. We’ll replace them on a periodic basis, to make sure you continue to have a good experience in your home.
- We will need to do an inspection before we carry out any 'planned works’. (This refers to the fitting of new kitchens, bathrooms, heating systems, boilers, windows, roofs and doors.) We may need to visit your home but can often do this via a video call - to save you time and inconvenience.
- We usually assess bathrooms every 30 years and kitchens every 23 years.
- If replacements are needed, we'll schedule a design visit to discuss options with you and will also gather all the necessary measurements at the same time.
- We want any changes to your home to be carried out quickly and with minimal disruption. We'll also do everything we can to make appointments that fit around your life.
- If we have your mobile number, you'll receive a text message from us four days before your appointment, reminding you of the date and time. On the day, we'll update you via text when the tradesperson is on their way. Please make sure we have your latest details so we can contact you easily and let you know how to prepare.
- If you tell us about damp and mould in your home, we'll carry out an assessment within ten days and then agree the best course of action with you. We want to deal with this as quickly and efficiently as possible.
- The ‘Getting in touch easily’ section explains how to let us know about a problem with damp and mould. Find out what you can do to solve minor occurrences yourself before reporting it.
- We also offer video calling to assess some cases of damp and mould remotely. If one is suitable, we’ll book this between 8am and 4.30pm Monday to Friday.
- We want your issue fixed quickly and, depending on the work, aim to make appointments that fit around your life – including scheduling our visit around the school run. We offer:
- All-day slots – 8am to 4.30pm
- Morning slots – 8am to 1pm
- School-time slots – 9.30am to 2.30pm
- Afternoon slots – 12.30pm to 4.30pm
- If we have your mobile number, we'll send you a text message four days before your appointment, to remind you of the date and time. On the day, we'll text you when the tradesperson is on their way. Please make sure we have your latest details so we can contact you easily and let you know how to prepare.
- If you are disabled, you can request a simple aid from us, providing the cost is less than £500. We will arrange, pay for and complete the work within 20 working days from the day you ask for it. You can find out about this on our Aids and adaptations page.
- For other types of adaptations, you are likely to need either a recommendation from an occupational therapist or a grant from your local council. We’ll help you with the technical side of the process, (such as agreeing plans, specifications and getting permissions). We’ll also help your local council to complete the work as quickly as possible. You can find out about this on our Aids and adaptations page.
- The ‘Getting in touch easily’ section explains how to let us know that you need changes to your home.
- If we are fitting an aid in your home, we aim to make appointments that fit around you. We offer:
- All-day slots – 8am to 4.30pm
- Morning slots – 8am to 1pm
- School-time slots – 9.30am to 2.30pm
- Afternoon slots – 12.30pm to 4.30pm
- If we have your mobile number, we'll send you a text message four days before your appointment, to remind you of the date and time. On the day, we'll text you when the tradesperson is on their way. Please make sure we have your latest details so we can contact you easily and let you know how to prepare.
Our contact and ways of working promises
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*
- For new repair requests, amendments or cancellations to existing appointments and for any other queries.
- Please remember to call us for emergency repairs (including out-of-hours) on our main number 0300 5000 926.
MySovereign online customer portal 
- 24/7
- For new (non-urgent) repair requests and to see upcoming repairs appointments.
Email contact@sovereign.org.uk
- For new (non-urgent) repair requests and queries. We aim to reply within 48 hours.
Private message us on Facebook @asksovereign – Monday to Friday 8am-6pm
- For non-urgent repair requests and queries.
We know your time is valuable, so we aim to answer all calls within two minutes. We try our best to respond to emails within a maximum of 48 hours and, if you contact us via Facebook Monday to Friday between 8am and 6pm, we'll do our best to get back to you within one hour.
*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 our tradesperson arrives, they'll identify themselves as an SNG employee or contractor 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 to check their identity.
- We want you to be comfortable in your home, so our trades employees are always friendly, polite and respectful. Please get in touch with us on 0300 5000 926 if you have any concerns.
- 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 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.
- We will support you to get your home back up and running quickly. 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 repair and your situation. This helps get the right tradesperson to your home and minimises disruption, so you can be confident they'll always be up to speed with your needs and the repair required.
- We will do our very best to fix issues on our first visit (or even remotely if possible). Sometimes, we may require more time or need to send a specialist – especially if we’re attending out-of-hours. We’ll always make sure you’re safe before we leave, and until we can get back to complete the job.
- We will ensure our trades teams and contractors are fully qualified and receive ongoing training. We carry out regular quality checks, collect customer feedback – then act on it.
- We will always be clean, tidy and respectful of you and your home. We’ll avoid using radios etc or using your gas, electricity or water without your permission.
- We will look out for any other obvious issues and either fix them on the spot or book another appointment. Your home and your time is important so, wherever possible, we’ll avoid returning and disrupting you again unless it’s absolutely necessary.
- 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 to you.
- We may ask you to take part in a survey about your repair 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. If you have provided us with a compliment, we will share this with our teams and learn from what we’ve done well.
- You can also send a compliment about your repair at any time, by completing our feedback form . We will always share your feedback with our colleague/s and their manager, so your comments are heard and used to improve how we do things.
- We want to make it as easy as possible for you to tell us when you feel something’s 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’s 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
- 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.
- 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 your home. 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. This isn’t usually a problem unless you live in a pet-free property. To be 100% sure, though, 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 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. 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 8am-6pm on 0300 5000 926*
- MySovereign online customer portal – 24/7
- Email - contact@sovereign.org.uk
- Private Message us on Facebook – Monday to Friday 8am-6pm
- Live Chat on MySovereign – Monday to Friday 8am-6pm
*Calls cost no more than calls to geographic numbers (01 or 02). Calls from landlines and mobiles should be included in free call packages.
- To minimise disruption and save your time when a tradesperson comes to your home, we'll sometimes ask you to prepare before we arrive (such as lifting carpets or moving furniture). If you can't do this, please let us know ahead of the appointment.
- If you have any concerns about letting us into your home, please call us on 0300 5000 926 in good time, so we can help you.
- When our tradesperson arrives, they'll identify themselves as an SNG employee or contractor 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 to check their identity.
- To avoid rearranging appointments, or any delays in getting an issue fixed, please make sure someone over the age of 18 is in your property the whole time we're there.
- We love pets but, to keep them and our trades teams safe, please keep them under control when we visit. This includes securing dogs behind a closed door before we arrive.
- If you have a meter, please make sure there is money on it when we visit for a gas or electric appointment as we'll need to run the appliances. If you are struggling financially, please call us on 0300 5000 926 in good time, so we can help you.
- 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 how to let us know about changes to your contact details.
- We want to get your repair sorted 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.