Quarterly report October – December

It was a busy three months, with lots of holidays and celebrations mixed in with some difficult global and local events.

However, within our communities, there have been many things worth celebrating, including our merger on 1 October 2023, with Network Homes.

We are now called SNG (Sovereign Network Group) and work across the South and South West of England, London and Hertfordshire. 

Our CEO Mark Washer said: “This is an important moment for SNG, but we are now absolutely focussed on delivering the benefits for our customers, and future customers. Our combined strength gives us the opportunity to remain ambitious in our plans to create more homes, and more sustainable homes that people can love living in over many generations. This commitment to our environment and enabling wider social success within our communities is built into SNG from the very start.”

You can still contact us the same way as you normally do for any questions around your tenancy, repairs and services.


Giving you the best experience

As a result of customer feedback, we made some significant changes so that we can provide a far quicker service for those who need simple aids or adaptations to their home – our target is now to respond within 20 days.

We’re also making various changes to our repairs service following the results of a major resident-led scrutiny into the damp and mould service plus a further piece of research with customers into their experience of repairs. 

In Q3 we started using video visits to gather more information quickly after a report of a serious damp and mould issue; sharing extra information by SMS about preparing for appointments; and making it easier to access our support services by giving our trades information they can share with customers - and then a way to ask our teams to get in touch if you would like our help. And we added lots more content, suggested by customers, to our tips on avoiding condensation, damp and mould and winter tips, advice and support pages.


Great news for our customers

In December, two new SNG customers, one who had left a difficult relationship, and another who had been living in shared housing for years, were finally able to say they had a home of their own. Watch the video below to hear what difference it’s made to them.

We launched our mental health text messaging service with our partner, Shout, who can provide SNG customers with free, confidential mental health support, 24 hours a day, 365 days a year. Find out how the service works and how you can access it if you need it.

We’re also now working in partnership with the homeless charity Shelter to prevent avoidable evictions and to support customers to re-engage with us as their housing provider.

And we’ve expanded our digital inclusion offer, which now includes free training from Barclays Digital Wings and free sim cards.

In our communities

Alongside Clarion, Brighter Places, and Abri Housing, we helped fund The Youth Club on Wheels, a new mobile youth service, which works with young people in hard-to-reach areas of Bristol and rural areas where there are currently little to no services for young people to interact, engage and enhance their skills.

We also supported a resident-led winter market offering free surplus food at Rectory Park, Northolt, in West London (this is one of the new areas we work in). We teamed up with charity The Felix Project to supply the food to residents at the estate’s community centre.

And we distributed 126 microgrants to organisations within our communities to raise awareness of, and support, improved mental health and wellbeing.

Our Q3 highlights 

Watch the video below to find out some of our Q3 highlights.

Working locally

Our teams work hard to provide good services, so it’s always lovely to hear positive feedback from customers about how they’ve made a difference to their lives.

More fantastic customer feedback

To the Service Charges team and Wiltshire Locality Manager

“[I wanted to] express my sincere thanks to the Service Charge Team & Ian. Not only were they helpful, but also really kind & professional too, they have really gone above & beyond to help us.”

To our Devon trades team

“The Two Johns arrived at 8am yesterday and DID NOT STOP. What they managed in one day is just exceptional and outstanding.

“Thanks also to Ricky for making this happen!! Please let them all know and the whole of the company too. Very happy to live in a Sovereign home.”

To our Customer Specialist Claire

“She didn’t cut me off when I explained what I had gone through. Didn’t judge or change her tone of voice. She's a complete asset and went above and beyond and I wanted to make you aware of her hard work and dedication."

To our Greenham Trades team

"I just wanted to say a big thank you to the gentleman (Caz) that came to my house to treat the damp. He was extremely helpful, he was very tidy, polite and went above and beyond to help myself and my neighbour with some issues we have had of late.”

How we’re performing

Our news 

We publish news stories throughout the year.  In quarter 3, we released 5 stories - you can read them on our News page on our SNG website Opens in new window.

Press release

Sovereign and Network Homes merge to form SNG

On Sunday 1 October 2023 Sovereign and Network Homes merged to form SNG (Sovereign Network Group). 

Read more

Housing associations come together to deliver for Bristol youth

SNG, together with Clarion, Brighter Places, and Abri Housing has raised £19k in match funding to support Young Bristol’s innovative Youth Club on Wheels work across the wider Bristol area.

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SNG and Shelter partner to prevent avoidable evictions

SNG is announcing a new partnership with the homeless charity Shelter to prevent avoidable evictions and to support customers to re-engage with the housing provider.

Read more Opens in new window