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Renters' Rights Act explained
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Changes under the Renters’ Rights Act bring stronger protections for renters, clearer expectations for landlords, and improvements around fairness, safety and security in rented homes.
The changes affect different types of tenants at different times. To understand how it may affect your tenancy, and what support is available, visit our Renters’ Rights Act webpage.
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Good progress against the consumer standards
| In May 2025, the Regulator of Social Housing gave us a C2 grading against the new Consumer Standard. While many services are performing well, we know there's more to do and have an action plan to achieve this, which we discuss quarterly with the Regulator. We're working towards a C1 rating by focusing on three key areas: improving repairs, enhancing complaints handling, and embedding our new customer engagement model.
- Repairs - As we explained in the last edition, we're carrying out more repairs more quickly and this has continued this quarter (see below).
- Complaints - Key complaint issues regionally are delays to repairs, communication and quality of work. While we're not where we want to be yet, we're making progress and expect to see complaints reduce as our services improve over the year.
- Customer engagement - Activities includes regional roadshows; the Engage platform; and making real improvements shaped by Customer Influence Panel and Scrutiny Panel feedback.
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Complaints
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Emergency repairs
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Non-emergency repairs
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Our commitment to safe, supportive neighbourhoods
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Our Neighbourhoods Customer Promise focuses on creating safe, well‑kept communities where customers feel heard, supported, and proud to live - through strong relationships, clean environments, and responsive service. Read more about how we're delivering on this promise and what it means for you.
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Emergency evacuation planning: help us keep you safe |
If you live in a flat and someone in your household may find it difficult to leave in the event of a fire - for example, due to a disability or temporary mobility issue - please let us know. We can carry out a Person-Centred Fire Risk Assessment, talk through any recommendations, and, where appropriate, create a Residential Personal Emergency Evacuation Plan (rPEEP). This support is available for households with mobility or health needs, older residents, or young children. Any information you share will be handled securely and shared with the Fire and Rescue Service to help keep you safe.
Please update your details through your online customer account, or email the Building Safety Team at Vulnerabilities@sng.org.uk.
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Help improve our online accessibility
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We want everyone to be able to use our digital services easily. We’ve already improved our websites with clearer links and headings, more accessible forms and documents, and better image descriptions. We’re also continuing to improve access by testing our services and converting PDFs to web pages where possible. We’d really value your feedback via our accessibility survey on what else we should prioritise.
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Listening to your views and acting on them |
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How your feedback is improving services
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Our ‘You said, we did’ page shows how we’ve listened to what you’ve told us and taken action to improve our services. It highlights the changes we’ve made across SNG and the local improvements designed to tackle issues and meet the needs of communities in different areas.
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Help shape our services by getting involved on Engage
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Shape better services by sharing your thoughts openly and honestly. Have your say and take part in our surveys on various topics - and monthly customer sustainability challenges (with prizes!) Register and get involved today.
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Information and support on things that matter |
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Protect the things that turn a house into a home |
We take care of the building you live in, but protecting your personal belongings is down to you. We’ve recently seen several accidental fires in SNG homes, which is a reminder of how important it is to be covered. Home contents insurance helps protect the items that matter most - from furniture and electricals to clothes and valuables - and may be more affordable than you think.
Explore your options on our website.
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Save money on everyday spending and towards your rent
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Our partnership with Housing Perks gives you discounts at your favourite stores, save on the essentials, and put your savings straight towards your rent or service charges. Join over 700 of our customers already enjoying the benefits. Download the app and start saving today.
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Find what you need, when you need it |
Our website brings together helpful advice and support on repairs (including video guides), money worries and debt, fire safety, and concerns such as antisocial behaviour, domestic abuse and mental wellbeing. You’ll also find practical information on everyday living - like keeping a pet, renting a garage, finding work and getting online - plus customer stories, local projects, events and community updates.
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Love gardening? Enter this year's In Bloom competition
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Our In Bloom gardening competition is now open to all customers, with support from the Royal Horticultural Society (RHS) and award-winning gardener and guest judge The Beardy Gardener. We also have small grants available to help customers start their gardening journey and take part in the competition.
Apply for the competition and/or fund by Tuesday 30 June 2026!
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Thinking about plug-in solar? Read this first |
We’ve had some questions about plug‑in (“plug‑and‑play”) solar panels. At present, we can’t approve these systems in our homes due to potential electrical safety risks, including interference with important protection devices and compatibility with existing wiring. We’ll keep this under review as guidance develops.
To find out more, please visit our website.
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