Getting ready for your appointment
If you're registered on MySovereign, you can login to check your repairs appointments 
.
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.
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
Video visits - how to access video calls
- If you've agreed to a video visit - we'll give you a quick phone call first at the planned time. This is just to confirm you're ready for your video call.
- Receive a text message about your call - if you're ready, we'll then send you an SMS message.
- Open the text message - just open the message and click the link to start your video call. This will open a new window in your internet browser.
- Allow access to your camera - you'll be asked to agree to use of your phone's camera and microphone during the call. Please click the 'Allow' button.
- Join the call - this will open your internet browser and turn on your camera. (It should use your rear-facing camera but, if it shows your 'selfie' camera, click the camera swap icon.) Click on 'Join meeting'.
- What you'll see - your call will start and the SNG person will see the same picture as you're seeing on your phone. They will start the conversation and talk through your issues with you.
- End the call - you or the SNG person can click on the 'End call' button. A window will pop up on the screen of the person who chose to end the call. Please press 'OK'.
- Call quality connection check - after the call, a quick survey question will pop up. Please answer this if you can, to help us assess the call connection quality in different areas.
It’s really important you check the identity of anyone you let into your home. That’s why all our employees and contractors carry official identity cards, which includes their photograph. If you’re at all concerned about letting anyone in who claims to be from Sovereign, please ask to see their identity card.
If they don’t have a card, or you’re worried, don't let them into your home. Call us on 0300 5000 926 and we’ll be happy to confirm if someone from Sovereign was due to call. Genuine callers are always happy to wait for you to check.
By signing your tenancy agreement you’ve agreed to allow us into your home to make essential repairs and for inspections, including your annual gas safety check. If you repeatedly refuse to give us access to your property, we'll apply for a court order to do so, and you could even lose your home.
Please don’t let it get to this stage. If you have any concerns contact us as soon as possible and we can talk through any concerns you may have.
We expect all our employees and contractors to follow our code of conduct. They must complete their work professionally and without causing any unnecessary disruption. If you're unhappy with anything they do or say please contact us.