An update on our repairs services
From Monday 22 June, we will begin carrying out some routine repairs. We aren't ready to take any new repair bookings just yet, but from next week we will be carrying out those repairs that were requested by Silva customers before the lockdown.
In March, we reduced our services to protect our community from Covid-19. We know how challenging this situation has been and we want to thank you for your patience and understanding throughout this period, as we have taken the necessary steps to keep you safe.
We are excited to announce that from 22 June, we will be in a position to resume some of our routine repairs, on a phased basis.
This includes the following types of repairs to your home:
- Fixtures and fittings
- Electrical wiring
- Heating
- Plumbing
- Communal areas
- The outside of the home
What safety precautions will be in place?
Since the government started to ease the lockdown, we have been working tirelessly to find a way of restarting our repairs services, without putting anyone in our community at risk. Our priority is to protect you and our colleagues and we are confident that we can resume our routine repairs safely from next week.
We have taken careful steps to ensure that all the government’s recommended safety measures are in place and can be followed easily by our teams. All of our frontline teams are using high-quality Personal Protective Equipment (PPE) and we have put an effective system in place to minimise risk to you and to our colleagues. Our repairs team has been asked to 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. They are having daily health checks and will also ask you some health & safety questions before entering your home.
Will you be able to have a routine repair?
We have a significant backlog of deferred routine repairs that we were unable to complete safely during the lockdown. We will be scheduling these deferred routine repairs, prioritising appointments in order of when they were booked, starting with those repairs that were requested before the lockdown. We will also consider resource and material availability, and urgency of each repair request. As we still have reduced teams and our supplies are limited, this may take longer than usual, so please be patient.
If you booked a repair for your home or garage before the lockdown and it was put on hold...
A member of our repairs team will be in touch soon to arrange a new appointment.
If you have requested a repair in or after May...
Someone from our team will be in touch in a few weeks’ time to arrange a new appointment. You will only be contacted once we have finished booking new appointments for all the repairs that were due to be completed in April and March.
If you want to book a new repair...
Unfortunately, we are unable to accept any new repair bookings, until we have completed all the appointments that were booked before the lockdown.
If you or someone in your household is self-isolating...
Please let us know before your appointment and we can either reschedule the appointment or make arrangements to carry out the repair while avoiding face-to-face contact.
What should you do if you need an emergency repair?
We have been carrying out emergency repairs throughout the lockdown and will continue to do so. 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.
This includes:
- No heating or hot water
- A blocked toilet (if it is the only toilet in your home)
- 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)