Updated 16 September 2020
We are doing everything we can to help protect our customers and our colleagues safe from Covid-19. We have been updating our services as new government advice is released and all our colleagues are working either from home or from the frontline, with high-quality personal protective equipment (PPE).
If you have any questions or concerns, please get in touch.
We are carrying out emergency repairs for our customers who have:
- No heating or hot water
- A blocked toilet (if it is the only toilet in your home) (this may be re-chargeable)
- An uncontainable leak (including roofing or serious gutter leaks)
- A broken shower, including wet rooms (if this is the only washing facility in your home)
- Full power failure
- An insecure property (such as smashed windows or a broken front door lock)
Please call us on 01344 382 800 to book an appointment if you need an emergency repair, or if there is a health & safety risk.
- Fixtures and fittings
- Electrical wiring
- Communal areas
- The outside of the home
We are getting in additional resources to help carry out these repairs while our supply chain recovers from Covid-19. Fence repairs will start again in the autumn.
There are three ways that you can book a repair for your home. We are expecting an increased volume of calls and wait times when our system reopens, so if you have an email address, please try to use My Silva to book an appointment. This will help to ensure that our customers who can’t access My Silva will be able to get through to our team over the phone to book a repair.
Once your appointment has been booked, you will receive an email, text or call to confirm the date and time.
This is the quickest and easiest way to book a repair.
You can use My Silva to book a repair slot directly in our system, up to 40 days in advance, without speaking to a member of our team. All you need is an email address.
If your home requires more than one repair, please book a separate appointment for each request.
Please note, you cannot book the following types of repairs through My Silva:
- Emergency repairs (please call instead)
- Repairs for communal areas in the building (please email or call instead)
- New build home defects (please email or call instead
You can send us an email at any time and we'll book it into our system between 8.30am and 5pm, from Monday to Friday.
Telephone: 01344 382 800.
You can call us any time between 8.30am and 5pm, from Monday to Friday.
All our frontline colleagues are following the government’s latest Covid-19 safety measures, to keep you safe when they visit your home.
- Contacting you before they arrive at your home.
- Having a health check before visiting your home, to make sure they don’t have Covid-19 symptoms.
- Asking you some essential health & safety questions before entering your home.
- Maintaining a safe distance and following hygiene procedures throughout the visit. This includes the use of high-quality Personal Protective Equipment (PPE).
If you or someone in your household is self-isolating, please let us know before your appointment starts. We will reschedule the appointment or arrange to visit your home while avoiding face-to-face contact.
External maintenance & services
We are undertaking a limited programme of external works and services.
We are also carrying out safe maintenance and repairs in our empty homes, so that they can be re-let to new customers.
All our colleagues and partners are adhering to the government’s safe working guidance.
Planned compliance & maintenance works
We are carrying out essential compliance and maintenance works, some of which may require us to enter your home.
These works include:
- Asbestos surveys, in communal areas and within homes.
- Electrical emergency light safety tests in communal areas.
- Electrical safety condition reports (EICRs) in homes and remedial work where necessary.
- Fire risk assessments and remedial work where necessary.
- Fire alarm and automatic opening vent testing.
- Front door upgrades and replacements.
- Gas servicing (CP12) on boilers.
- Legionella testing and water flushing.
- Monthly lift servicing (including stairlifts and hoists) and lift breakdown attendance.
- Replacing your boiler, even if it hasn’t broken down.
Our colleagues and partners will contact you before arriving at your home, maintain a safe distance and follow hygiene procedures, as set out in the government’s Covid-19 guidance.
No work will be carried out in any household where an individual is self-isolating, unless it is to remedy a direct risk. In such a case, prior arrangements will be made to avoid any face-to-face contact.
Gas safety checks
We are still carrying out essential gas safety checks in all our homes.
If you are self-isolating, please inform us and we will rearrange the gas safety check to take place after your isolation has ended.
If you smell gas, or if you have concerns about the safety of your appliances, you should call the gas emergency service provider on 0800 111 999, and switch off appliances until the gas emergency supplier, or a registered gas engineer, has attended and advised that the appliances are safe to use.
We are carrying out essential caretaking duties in and around our properties, as well as some grounds maintenance works, such as grass cutting. Our team is focussing on health and safety checks and ensuring our bin areas are kept tidy.
Please help us keep our community safe by following the government’s social distancing guidelines:
- Don't go within two metres of your neighbours or our colleagues
- Keep the communal areas clear of your personal items
The re3 recycling sites in Bracknell and Reading are open.
To book a time slot in advance, please visit the re3 website.
We have adapted our viewings process so that it complies with the government’s social distancing guidance:
- A member of our access team will contact you to arrange a time and date for your property viewing.
- We will meet you outside the property and unlock the door for you. You will then be able to look around the property on your own or with a member of your household.
- The next day, you can ask us any questions about the property via email or phone and then make a decision on whether you wish to move in.
- Once the property is ready to let, you can sign your tenancy contract digitally.
- As soon as we receive your advance rent payment, you can move in.
If you are thinking about moving home, please read the government’s advice first, to ensure that you do it safely.
This advice applies if you are seeking to transfer, move into alternative accommodation in the private rented sector, or mutually exchange.
The process of finding and moving into a new home will be different, as we need to enable social distancing measures.
If you have any questions about moving home or the government’s guidance, please let us know.
During this period, you should continue to pay rent and abide by all other terms of your tenancy agreement to the best of your ability. If you have any trouble paying your rent, please let us know as soon as possible.
We will support and work with you to find a resolution to any arrears and will not take any legal action for at least 3 months. This legislation currently applies to all notices issued between the dates of 26 March 2020 and 30 September 2020.
The courts have also suspended ongoing housing possession claims from progressing for 90 days from 27 March, meaning that cases currently in the system or any cases about to go into it cannot progress to the stage where you could be evicted. This suspension applies to all housing possessions proceedings for rented and leasehold customers.
The coronavirus outbreak has had an effect on everyone’s daily lives.
If you are feeling lonely and would like to have a regular informal phone call with a member of our team, you can sign up for our ‘Phone Pals’ programme.
If you are isolating and are having difficulty to get your essential supplies, such as food of medication from the shop, you can sign up for our food delivery programme.
The government has also provided some advice to help you look after your mental health and wellbeing:
We have closed our office to visitors until further notice, but as most of our teams are working from home you can still contact us:
Call: 01344 382 800
Watch our video update
On Friday 21 August 2020, we held our first customer partnership webinar, to share an insight into how our services and activities have changed since March.
To watch this recording with subtitles, click 'cc' at the bottom of the window.
Stay alert, control the virus, save lives:
- Stay at home as much as possible
- Work from home if you can
- Limit contact with other people
- Keep your distance from people not in your household (2 metres apart where possible)
- Wash your hands regularly
- Do not leave home if you or anyone in your household has symptoms.
Read more on the UK Government’s website:
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
On 18 May the minister of housing, communities and local government, Christopher Pincher, sent a letter to all housing association customers. This letter contains an update on the government’s latest Covid-19 advice and how it might affect you in your home.
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.