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Sovereign customer reward scheme

You can join more if you have:

• an assured tenancy with us (shared owners, leaseholders and people on assured shorthold tenancies cannot join the scheme at the moment and those on probationary tenancies can join when they move up to an assured tenancy);
• either had a clear rent account for 13 weeks in a row up to when you apply to join or kept to an arrangement to pay back money you owe us (and paid your rent and anything we recharge you, such as some repairs) for 13 weeks in a row;
• allowed us access into your home each year to service your gas boiler and smoke detector;
• kept all your appointments with us and not requested an emergency repair unnecessarily;
• not been the subject of any serious complaints, been involved in antisocial behaviour, or had a ‘Notice of seeking possession’ served against you for any reason;
• kept your home, including the gardens and garage, in a tidy and reasonable condition; and
• not abused or acted aggressively towards staff or people who do work for us.

How can I join?

We hope that no one will break the rules, however, if you do we will freeze your membership until the matter is sorted out. You will then need to meet all the rules again before you can rejoin. Members will get more detailed information about this in their welcome pack.

If you are not happy with a decision we have made about your membership, you can ask us to review it. You should contact our Customer Feedback Co-ordinator first.

The Customer Feedback Co-ordinator will consult with appropriate members of staff and investigate if the original decision was right. We will let you know the outcome of your appeal within 10 days.

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