Your feedback is important to us
We aim to provide a consistent, outstanding service for our customers.
Hearing what our customers think of our services is really important to us, as we use feedback to make decisions and improve our services.
How to send your feedback or make a complaint
We would love to hear about your experience of Silva Homes, so that we know what we're doing well and what we could do better.
How to send positive feedback
Our purpose is to improve lives, so we always love hearing when we've had a good impact. If you send us positive feedback, we will pass it onto our colleagues so they know they have done a good job. Finding out what we're doing well also helps us to make decisions around what we should keep investing in.
How to send negative feedback or make a complaint
We take all negative feedback seriously so, whatever your concerns are, we will take prompt action to put things right as soon as possible.
If your negative feedback meets one of these three requirements, it will enter our formal complaints process:
- We cannot resolve the complaint on the same day.
- It is a repeat issue of a previous service failure.
- It relates to something particularly serious (judged by our resolutions team).