How to complain about SNG (Sovereign Network Group), and what to do if they ignore you
Sovereign Network Group (SNG) was formed in 2023 by the merger of Sovereign Housing and Network Homes, managing around 84,000 homes primarily across the South of England and East of England. The merger absorbed several legacy systems, and many tenants have reported difficulty getting clear updates on their case during the transition.
SNG's published repairs targets are some of the more ambitious in the sector, but actual performance has trailed the targets through 2024. If you've been waiting longer than promised, the gap between promise and delivery is itself useful evidence in a disrepair claim.
How to complain about SNG (Sovereign Network Group)
If SNG (Sovereign Network Group) has left a repair undone, you have the right to complain, and to escalate it for free if they ignore you. Here is the order to follow.
- 1
Complain in writing. Send SNG (Sovereign Network Group) a written complaint, by email or their online form, and keep a copy. Say what is wrong, when you first reported it, and how it affects you. This is a stage 1 complaint, and they should reply within about 10 working days.
- 2
Ask for a stage 2 review. If you are not happy with the reply, ask SNG (Sovereign Network Group) in writing to look at it again at stage 2, the final stage of their process. They should reply within about 20 working days.
- 3
Escalate to the Housing Ombudsman. If SNG (Sovereign Network Group) still does not put it right, or 8 weeks pass with no proper answer, you can take the complaint to the Housing Ombudsman, the free service that reviews social-housing complaints. The Ombudsman has already named SNG (Sovereign Network Group) in its 2024-25 review for upholding tenants' complaints, so you would not be the first.
- 4
If a repair is still not fixed, get free advice. If the problem is disrepair such as damp, mould, a leak or broken heating and SNG (Sovereign Network Group) has ignored it, call us free. We will tell you where you stand, and you may have a claim. We deal with SNG (Sovereign Network Group) for you, and there is no cost to start.
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SNG (Sovereign Network Group) contact info
Verified from SNG (Sovereign Network Group)'s own website on 2026-05-18. Always double-check before sending, landlords change contact details.
How SNG (Sovereign Network Group)'s own tenants rate them
These are SNG (Sovereign Network Group)'s own tenants' scores, collected by the housing regulator in 2024-25. We didn't pick the numbers.
RSH TSM 2024-25 · gov.uk source · SNG (Sovereign Network Group)'s own TSM page
Most landlords means the middle score across every social landlord in England in the 2024-25 regulator data. The thin line on each bar marks that middle score.
SNG (Sovereign Network Group): Housing Ombudsman record 2024-25
The independent statutory review of social-housing complaints 2024-25 (published 23 September 2025) named SNG (Sovereign Network Group) for upholding tenants' complaints of maladministration over repairs and conditions.
Source: independent statutory complaints review 2024-25. housing-ombudsman.org.uk · published 23 September 2025. See all 2024-25 records.
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Common issues with SNG (Sovereign Network Group)
Based on public statutory complaints records and tenant reports. Awaab's Law deadlines apply regardless of which issue you report.
Damp and mould
Significant hazard: 10 working days to investigate, 5 to complete under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Leaks and flooding
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
Broken heating and hot water
Emergency hazard: investigate in 24 hours under Awaab's Law.
We will check the dates, the evidence, and your landlord's response, then tell you honestly whether you have a case worth pursuing.
Read your rights
SNG (Sovereign Network Group)'s complaints process
The route they publish under the statutory Complaint Handling Code. Awaab's Law deadlines (24 hours for an emergency hazard; 10 working days to investigate a significant hazard, then 5 working days to complete the works) run in parallel, the complaints clock and the repair clock are separate.
- 1
Stage 1
Target: 10 working days for response
Online form, email feedback@sng.org.uk, or call 0300 5000 926.
- 2
Stage 2
Target: 20 working days
Escalate within 28 days. Senior team responds within 20 working days.
- 3
Still not fixed?
If SNG (Sovereign Network Group) miss these deadlines or still leave the problem unfixed, you may have a claim. Call us free on 0800 030 4669.
Sample complaint email to SNG (Sovereign Network Group)
Copy this, fill in the bracketed details, and send. Cites Section 11, FFHH Act and Awaab's Law, landlords take it seriously.
Subject: Formal complaint: disrepair at [your address], Section 11 and Awaab's Law Dear SNG (Sovereign Network Group), I am writing to formally complain about disrepair at my home at [your address]. The issue: [describe damp / mould / leak / broken heating / other, be specific about rooms, when it started, and any health impacts]. I reported this on [date] via [phone / email / portal / in person]. The reference number I was given is [reference if any]. To date, no proper repair has been completed. LEGAL POSITION: Under Section 11 of the Landlord and Tenant Act 1985, you have a duty to keep the structure and installations of my home in repair. Under the Homes (Fitness for Human Habitation) Act 2018, my home must be fit for human habitation. Under Awaab's Law (Section 10A of the Landlord and Tenant Act 1985, in force 27 October 2025), if this hazard is an emergency you must investigate within 24 hours and offer alternative accommodation if the home cannot be made safe. If this hazard is a significant hazard, you must investigate within 10 working days, complete the relevant safety work within 5 working days of finishing that investigation, and provide a written summary of your findings within 3 working days of the investigation. This letter constitutes formal notice. Please acknowledge within 5 working days and issue a stage-1 response within 10 working days, as required by your published complaints policy and the statutory Complaint Handling Code. If you fail to respond or to act within these timeframes, I reserve all my rights including escalation to the Housing Ombudsman and a legal claim for compensation. Yours faithfully, [Your name] [Your address] [Your phone] [Your email]
Don't want to do this yourself? Use our free letter builder for a PDF, or start a claim with us and we'll handle the whole correspondence.
Frequently asked questions about SNG (Sovereign Network Group)
What is SNG (Sovereign Network Group)'s phone number?
Where is SNG (Sovereign Network Group)'s head office?
How do I complain about SNG (Sovereign Network Group)?
What can I do if SNG (Sovereign Network Group) have ignored my repairs?
How long does SNG (Sovereign Network Group) have to fix my repair?
How do I report damp and mould to SNG (Sovereign Network Group)?
Can I claim compensation from SNG (Sovereign Network Group)?
What if SNG (Sovereign Network Group) have inspected but done nothing?
How do I escalate a complaint about SNG (Sovereign Network Group)?
Related
By: Support for Tenants editorial team
Last updated:
Reviewed against current housing law for England and Wales as at 15 June 2026. Checked by our SRA-regulated panel solicitors. This is general information, not legal advice for your specific case. Any compensation figures or ranges shown are illustrative only and not guaranteed; every case is different.