welcome

Customer Care is at the heart of the Sovereign philosophy. Due to the experience gained in many years in social housing construction work we have developed a Customer Care Procedure that addresses the issues of working in Residents’ homes. The procedure covers:

• Roles And Responsibilities of the Resident Liaison Officer/Site Manager
• Resident Profiling
• Resident Confidentiality
• Methods Of Communication
       Newsletter
       Notice Boards
       Resident Surgeries
       Resident Information Pack
       One On One Visits
       Consultation with Resident Groups
• Working in Occupied Properties
       Code Of Conduct
       Language
       Special Needs
       Appointment Management System
       Contact With Minors
       Protection Of The Public And Property
       Emergency Contact Free Phone Number
       Discrimination
• Protection of The Public
• Complaints Procedure

We always aim for the highest levels of workmanship, best practise and best value. As a company, we realise that our success depends on developing our services to meet customers’ requirements so we value the importance of listening to all our customers.

The procedure was developed with the help of our Clients and Customers; however, we are constantly learning new working practices and we see this procedure as a working document to be improved upon.

All of our employees and subcontractors regard themselves as ambassadors of the Sovereign Group and should act accordingly. This forms part of our induction training when a new employee joins the Sovereign Group.

Our track record is proven not by this procedure, but by the feedback we receive from our clients and customers, and they return to us because of the quality and accomplished service that we offer.

a culture of support

Sovereign Group recognises that its own success is inextricably linked to the success of every client and so has developed a culture of support an co-operation that extends to every area of activity.

This support extends to functions such as pre-tender surveys and budgetary cost packages, technical, planning and financial viability management, ensuring your budgetary cost certainty. The design and planning service includes detailed drawings and linked digital photographs, which can be used in support of a planning application.

In terms of specification and legislation, the Group can offer a wealth of experience in matters such as fall-out, safety regulations, fire egress, weathering and security. Sovereign’s own extensive resource of technical equipment and experience is further augmented by its access to the global resources of its PVC-U supply partner, VEKA plc, with an unrivalled wealth of experience and equipment in every area of technical support.