Updated 1 April 2020
As a socially responsible landlord, we are doing everything we can to help slow the spread of coronavirus and reduce the strain on the UK’s health services. We are following the government's instructions closely, to help to keep our customers, colleagues and community safe.
Therefore, we have restricted the delivery of any front-line services that are not essential to the health and safety of our customers. All these changes are set out below. If you have any questions or would like to know anything else, please get in touch.
We are continuously adapting our approach as the official advice changes. We will keep you updated on our approach. Thank you for your continued support.
We are only able to do absolutely essential emergency repairs. All other work will be postponed if it doesn’t have a health and safety compliance implication, unless we get further instructions from the government.
If you need an emergency repair, please call us on 01344 382 800, or email email@example.com. Please do not use My Silva to book any repairs appointments.
We define an emergency repair as:
- Major structural damage
- A water leak that cannot be contained
- A total loss of electricity
- A loss of water supply, fire and flood damage
- A complete loss of heating and/or hot water in the winter season (1 November to 31 March) including secondary heating sources. Vulnerable customers will receive priority during peak times, which may include the provision of temporary heating
- Serious blockages to foul water drains (or blocked toilet if it is the only one)
- Loose or detached handrails, banisters or similar items
- Insecure external doors or windows
- Offensive or discriminatory graffiti
If any members of your household are self-isolating, unfortunately, we are unable to enter your home to carry out any repairs.
Please don't flush anything other than toilet paper down your toilet, this is a chargeable repair and we do not have the capacity to unblock it. If you have no toilet paper and are using another material, try putting it in the bin instead.
We are suspending most of our grounds maintenance work and doing an essential caretaking service until we get further information from the government.
We are closely following the government’s advice, so if you are affected by coronavirus and are having difficulties paying your rent then you need to call us and speak to one of our rent advisors. We will support and work with you to find a resolution and will not take any legal action for at least 3 months.
Unfortunately, we cannot offer our customers a rent holiday at this time.
Notice: housing benefit
Housing Benefit has updated its services, to help those affected by coronavirus.
Their phone lines are now open for longer - from 9am until 5pm (previously 10am until 2pm)
You can complete these forms on the housing benefit website:
- Housing Benefit
- Council tax deductions
- Change of Circumstance
- Change of Address
For all other requests, please call Housing Benefit and they will help you over the phone.
We can help you to fill in a Discretionary Housing Payment application form over the phone. Housing Benefit will contact you to verify the information, so please ensure that you tell us your accurate email and telephone number.
We will continue to restrict all external visitors to our independent living schemes, unless they are carers. We urge our customers to stay in their apartments and will continue providing daily wellbeing calls and meals.
We won’t send anyone to your home who has coronavirus symptoms
All Silva colleagues are following the government’s advice and if anyone experiences any symptoms of coronavirus, they will self-isolate for seven or fourteen days in line with government guidelines. They will continue to regularly check their health and will not visit your homes if they display any of the symptoms of coronavirus.
Some of our colleagues may wear face masks to visit your home. This is just a precautionary measure and it is not because they are ill.
We will ask you some questions, before entering your home
Sometimes it may be essential for us to visit you in your home. In order to reduce the risk to our colleagues and customers and to ensure that your home is safe to enter, we will ask you a few important questions, based on the government’s guidance:
One: Have you or anyone in your household been in contact with anyone in the last 5 days who may have coronavirus?
Two: Have you experienced any of these symptoms in the last 5 days?
- New cough
- Difficulty in breathing
If you answer yes to any of these questions, unfortunately, we will be unable to carry out the service at that time. If this is the case, we will re-arrange our visit for a later date.
If any members of your household are self-isolating, unfortunately, we are unable to enter your home.
We have closed our western peninsula office until further notice. Customers can continue to contact us online or by phone.
Call: 01344 382 800
Stay at home
- Only go outside for food, health reasons or work (but only if you cannot work from home)
- If you go out, stay 2 metres (6ft) away from other people at all times
- Wash your hands as soon as you get home
Do not meet others, even friends or family. You can spread the virus even if you don’t have symptoms.
Help us prevent the spread of infection
wash your hands with soap and water often – do this for at least 20 seconds
use hand sanitiser gel if soap and water are not available
wash your hands as soon as you get back home
cover your mouth and nose with a tissue or your sleeve (not your hands) when you cough or sneeze
put used tissues in the bin immediately and wash your hands afterwards
Together, we can save lives.
We are all responsible for looking after every member of our community. By cooperating with the government’s guidelines, you will help us to prevent the spread of the virus amongst our colleagues or customers.
Please do whatever you can to support your friends, family and neighbours.
Finally, we are incredibly grateful for your continued support throughout this time.
If you have any questions about our approach towards coronavirus, please get in touch.