Please make sure there’s a responsible adult over the age of 18 there when we arrive – if there’s not we won’t be able to carry out the repair and will have to re-book the appointment.
You’ll also need to clear any area we may need to get to for the repair. If this is under laminate flooring you have laid you’ll need to remove it before we arrive.
Under the terms of your Tenancy Agreement you must allow us into your home to make essential inspections and repairs such as your annual home safety check.
If you repeatedly refuse us access, we will apply for a Court Order and you might lose your home. Please don’t let it get to this stage – if you have any concerns contact us right away and we can discuss them.
Knowing who’s calling: identity cards
All our employees and contractors carry an official identity card, which includes their photograph. If you’re concerned about letting someone who claims to be from Sovereign into your home, please ask to see this card.
If they don’t have a card, or you’re still in doubt about who they are, do not let them into your home. Contact us and we’ll be able to confirm that the person is working on our behalf. Genuine callers will not mind waiting while you check they are who they say they are.
Best behaviour: our Code of Conduct
All employees and our contractors sign up to a Code of Conduct. We expect them to work in a professional way and without causing any unnecessary disruption. If you’re unhappy with how they conduct themselves, please tell us. For more information, read our contractors fact sheet [pdf / 50KB].