Sovereign Network Group — case 202335097

Decision Case ID 202335097 Decision type Investigation Landlord Sovereign Network Group Landlord type Housing Association Occupancy Assured Tenancy Date 12 March 2026 Background Between 2016 and 2023 the landlord recorded the resident accrued rent arrears due to changes in her Housing Benefit award and her not making up shortfalls of the amounts due. The resident queried the arrears and complained to the landlord on 1 November 2023 that they had not been explained to her. What the complaint is about The complaint is about the landlord’s handling of the resident’s concerns about rent arrears.

Our decision (determination) The complaint has been resolved with our intervention. We have made recommendations for the landlord to put things right. Summary of reasons During the landlord’s complaint process it provided some details of how it calculated the arrears had accrued over a period when there was a change in the resident’s tenancy agreement. The resident remained dissatisfied and asked us to investigate the matter. We contacted the landlord on 3 March 2026 and provided it with a summary of our understanding of events.

This included some comments on areas that the landlord could have handled better and what it could to do resolve the complaint. Following our intervention the landlord offered to apologise, pay the resident £150 compensation and provide the resident with a full account breakdown to show how the arrears accrued. Both parties agreed to this as a resolution to the complaint. We are therefore satisfied that, following our intervention, the landlord has agreed to take actions to remedy matters which resolve the complaint satisfactorily.

Putting things right Recommendations The complaint has been resolved with our intervention on the basis the landlord follows our recommendations. Our recommendations The landlord should apologise and pay the resident £150 compensation. This should be paid directly to the resident and not deducted from rent or service charge account arrears. The landlord should provide the resident with a full account breakdown of the rent due and what has been paid from 16 October 2016 to date.

If the account breakdown shows different arrears amounts to those given to the resident during its complaint process, the landlord should make the necessary adjustments and explain those to the resident.