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How SNG Built a Stronger Safety Net for Customers and Staff

The Company

Meet Sovereign Network Group (SNG)

SNG (Sovereign Network Group) is one of the largest housing associations in England, providing over 85,000 homes in areas facing some of the most acute housing need across London, South East, South West and East of England, with an ambition to build an additional 25,000 homes over the next decade. The organisation’s mission is to deliver good, affordable homes as the foundation for better lives, and its vision is to cultivate thriving communities over generations.

The Problem

FRAGMENTED LOCAL SUPPORT AND GROWING CUSTOMER NEEDS

SNG is more than just a landlord – the organisation is passionate about supporting customers to live independently, maintain a tenancy and thrive. There are dedicated SNG support services for customers struggling with debt, work, benefits, household bills and digital skills, and teams also signpost customers to local services and charities that can offer additional help in other areas.
 
But with SNG’s homes spread across the south of the country, it can be difficult to keep up-to-date with the latest resources available in any one customer’s area. With such a large customer base, SNG staff were also finding customer’s life challenges are also widespread – ranging from issues such as debt, unemployment and mental health to bereavement, physical health and crime. And finding trusted additional support for growing customer needs was a challenge.
 
SNG wanted to move beyond ad hoc signposting and provide a more strategic, lasting solution – which is why SNG teamed up with National Support Network (NSN). SNG colleagues now have the tools they need to provide reliable and comprehensive information, support and signposting that is tailored to the customer’s needs and their local area , without having to guess or start from scratch every time. SNG customers also have access to NSN, so they are able to self-serve and discover services, guidance and resources for any problem, quickly and anonymously.
 
In parallel, SNG continues to proactively pilot new services to better support customers, ranging from partnerships with Shelter to assist residents in the rent arrears process, to securing funding for local Financial and Digital Inclusion initiatives. While these projects deliver real value, SNG’s ambition is to go further by developing a deeper understanding of customer needs. The goal is to move beyond surface-level signposting, which often lacked context or meaningful engagement, towards more impactful support.

The Solution

A SAFETY NET FOR STAFF AND CUSTOMERS ALIKE

SNG adopted NSN’s Support Hub as a consistent, centralised resource for colleagues and customers. Rather than duplicating effort or relying on fragmented local knowledge, staff now have a trusted tool at their fingertips – offering quick access to trusted support service information for any problem and across all regions.

The Hub not only enables staff to guide customers to reliable support but also gives SNG a clearer picture of the types of help people are looking for. This insight is crucial, allowing the organisation to make informed decisions with less guesswork, and invest in new pilots and services that are more aligned with real-world needs of their customers.

The Results

More support, better insight, smarter investment

Since implementing the NSN Support Hub, SNG has been able to equip staff with a consistent and credible resource they can use in real time, reducing duplicated effort and the risk of knowledge loss across teams. The organisation now benefits from clearer insight into the types of support customers are seeking, helping leadership make more confident, data-informed decisions.
 
This improved understanding is enabling SNG to invest more strategically in targeted, place-based pilots that respond directly to customer need. For SNG, the NSN Support Hub has become more than a signposting tool – it’s a foundation for smarter service delivery, empowered frontline teams, and better outcomes for communities.

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