Customer Service Pledge

Every time you contact us we want you to have a great experience

Our Customer Service Charter sets out what to expect from us. Our approach is to be informative, professional and friendly whenever and however you contact us. We know that you expect a great home and a great service. We will make sure we deliver this in an approachable, professional and respectful way.

In order for this to happen we ask our staff to focus on key behaviours which are linked to our four Core Values:

  • Can-Do
  • Collaborative
  • Responsible
  • Creative


Our promises to you

We will make it easy for you to contact us.

We will answer all enquiries promptly irrespective of which communication method you choose to use. We will always get back to you when we promise to.

We will be friendly and courteous, and treat you with respect and dignity. We will have positive, ‘can-do’ attitudes and be committed to delivering great customer service.

We will listen to you and act on feedback. We will try to involve you in all that we do.

Offering you a choice of appointment times and letting you know promptly if we need to change it.

We will make sure that you have a main point of contact and that you are given their name.

We will maintain your confidentiality and privacy.

We will be open and honest in all that we do.

We will ensure that you are treated fairly.


Measuring how well we are doing

We will assess our performance against this Pledge and against the service targets that we have agreed with residents.

We will report how we are doing publicly via our annual report, website and the media.

Our performance will also be regularly checked by our Board and Residents Groups. Our service may also be subject to resident scrutiny at any time.


  • Spectrum House, Grange Road,
    Christchurch, Dorset, BH23 4GE
  • 0300 777 7837
  • contact@sovereign.org.uk
Great homes • Strong communites • Residents at the Heart