SNG

The Housing Ombudsman is the independent body that investigates complaints about social landlords. When it finds a landlord got things wrong, it makes a finding of "maladministration" — or "severe maladministration" for the most serious failings.

The 2024-25 report. In 2024-25 the Ombudsman recorded a maladministration rate of 71.0% for SNG — 184 of 259 findings counted — level with the national rate of 71%.^[1] The report covers 117 cases decided between 1 April 2024 and 31 March 2025; one case can produce several findings. Ten findings were severe maladministration, and the Ombudsman issued one complaint handling failure order.^[1]

“The number of 'Mal' findings recorded for Sovereign Network Group is 184, which gives the Maladministration rate of 71.0% (184 / 259).”^[1]

— Housing Ombudsman Service, Landlord Performance Report 2024-25 — Sovereign Network Group (1 May 2025)

Where the failings sit. The largest category was property condition, where the report's rate tables record a 63% maladministration rate — 130 findings counted — against 73% nationally. Complaint handling ran the other way: an 86% rate against 77% nationally.^[1] The largest sub-category was leaks, damp and mould, with 58 findings, 7 of them severe.^[1] Across the year the Ombudsman made 403 orders, and its report records £115,316 in compensation in total — ordered and recommended, as published — of which £104,539 was ordered.^[1]

The three-year trend. Decided SNG cases almost tripled in two years, to 117 in 2024-25, while the maladministration rate rose from 60% to 77% before falling to 71%.^[1] For the earlier years the Ombudsman merged the legacy Sovereign and Network Homes records, which may not match the reports published at the time.^[1]

One published case. In October 2025 the Ombudsman featured an SNG case in its severe-maladministration lessons report: "Sovereign Network Group (202433680) failed to apologise despite the resident living with children in damp and mould for 3 years."^[5] In the underlying June 2025 decision it found severe maladministration and ordered £2,952 in compensation — replacing the £950 SNG had offered.^[6]

“Sovereign Network Group (202433680) failed to apologise despite the resident living with children in damp and mould for 3 years.”^[5]

— Housing Ombudsman Service, Learning from: Severe Maladministration (October 2025) (1 October 2025, 202433680)

What SNG says it has done. The same report carries SNG's own learning statement: "The landlord has appointed new contractors. It has also improved its approach to complex repairs. It has enhanced its approach to damp and mould, with improved case management and reporting."^[5]

“Sovereign Network Group (202433680) failed to apologise despite the resident living with children in damp and mould for 3 years.”^[5]

— Housing Ombudsman Service, Learning from: Severe Maladministration (October 2025) (1 October 2025, 202433680)

SNG's consumer standards grade is C2. The Regulator of Social Housing is the government body that checks social landlords meet standards for safe, decent homes. Since 2024 it has inspected landlords and graded each from C1 (the strongest) to C4. In a judgement published on 14 May 2025, after a planned inspection, it graded SNG C2: "Our judgement is that there are some weaknesses in the landlord delivering the outcomes of the consumer standards and improvement is needed."^[2]

What the inspection found. The regulator found SNG could show its homes and communal areas were being kept safe, and that it holds accurate records of the condition of its homes.^[2] It found weaknesses in SNG delivering an effective, efficient and timely repairs service — improving, but not yet at SNG's own target levels. It also found SNG had not yet been able to meet complaint-handling timescales, partly because of those repairs weaknesses, and said it will keep seeking assurance on SNG's improvement plans.^[2]

Governance and finances. In a further check published on 28 January 2026, the regulator graded SNG G1 for governance, meaning it is assured SNG meets its governance requirements.^[2] It graded SNG V2 for financial viability — SNG meets its viability requirements but has material risks to manage — and will keep monitoring SNG closely.^[2] The C2 consumer grade is the one that describes the service you receive in your home.

No regulatory notice. No regulatory notice — a formal published finding of a breach — is currently in force against SNG.^[7] Grades are reviewed from time to time and may change.

A housing association's repair duties are just as strong as a council's — and they do not depend on its track record.

Repairs. Under section 11 of the Landlord and Tenant Act 1985, SNG must keep the structure and exterior of your home in repair — the roof, walls, windows and doors. It must also keep the installations for heating, hot water, gas, electricity, water and sanitation in proper working order. This applies to almost every tenancy and cannot be signed away.

Fitness for human habitation. Under the Homes (Fitness for Human Habitation) Act 2018, your home must also be fit to live in — free from serious hazards, including damp and mould that could harm your health.

Awaab's Law. Awaab's Law now sets legally binding timescales for social landlords to investigate hazards such as damp and mould and make homes safe — the disrepair page sets them out.^[8]

SNG's own published repair timescales. SNG sorts repairs by priority and publishes target times, including a specific damp and mould commitment — the disrepair page lists them.^[11]

Where to report and complain. Report a repair through SNG's repairs page at sng.org.uk/customers/repairs, and complain through the process set out in SNG's complaints policy at sng.org.uk/complaints-policy.^[11][13]