Getting ready for your appointment

If you're registered on MySovereign, you can login to check your repairs appointments Opens in new window.

If you can’t make your appointment, please contact us as soon as possible (or call us on 0300 5000 926 if your appointment's today or tomorrow), so that we can re-book it and give the slot to someone else.

Preparing for your appointment

  • Please make sure someone over the age of 18 is in your property the whole time we’re there – as we can’t be in your property unsupervised.
  • Please clear the area in and around the repair – if this is under laminate flooring you've laid, you’ll need to remove it before we arrive.
  • Because of several serious injuries to employees, any dogs must be secured behind a closed door in a separate room before we arrive. Otherwise we will not be able to carry out any work. This will also help to stop your pets potentially getting distressed about us being there.
  • If we're coming for a gas or electric appointment, please make sure you have money in the meter, as we'll need to run the appliances to check them.

Video inspections

We already offer video calls with a gas engineer to try and resolve some boiler issues quickly. Now we are rolling this sort of call out more widely (but don't worry - your face won't be on camera!)

For some repairs inspection visits, we are now offering you the chance to have a more convenient video call instead - which can mean assessing the issues faster too. 87% of customers rate the service as either 4 or 5 out of 5: “Great service to have, saves time for all parties involved”. 

We will let you know if a video call option is available for your appointment.

Watch our handy short video guide (or read the text version below) to find out how to access video calls