September 2021 service update | News

September 2021 service update

We are pleased to announce some changes regarding our office opening and repairs services.


Office re-opening for customers

We had to shut our offices to both colleagues and customers at the start of lockdown. We have slowly been re-opening to colleagues and we continue to keep numbers limited and have safety guidelines in place.

We will be gradually re-opening our office to customers, whilst making sure we do everything we can to keep customers and colleagues safe.

Our offices at Western Peninsula will be open on an appointment basis. We will accept walk-ins, but we will be running a one in, one out policy and so we ask for your patience if you are asked to wait outside. We recommend booking an appointment as we cannot guarantee walk-ins will be seen.


A limited number of 30-minute appointments will be available starting from Monday 6 September 2021.

To book an appointment please email or call us on 01344 382 800.

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Please note that in our office we are asking our customers to follow some procedures to keep everyone safe.

  • Hand sanitiser will be available for use on arrival.
  • We have a non-contact thermometer that we will ask all guests to use on arrival.
  • Masks are to be worn when moving around the building unless you are medically exempt.
  • Please respect 2m social distancing.


Repairs update

We have been able to return to our usual service commitment to complete works within 20 days for two services, electric and gas from 23 August 2021.

This is in part due to the fact that there is less demand for electrical repairs and currently, there are fewer gas boiler breakdowns and our focus is on boiler servicing.

It has proved to be more difficult to return to the 20 days commitment for carpentry & general trades and for plumbing, due to the volume of requests we receive for these types of work and the backlog we are facing.

For now, these will stay at the 40 day completion period. The type of works that are covered by carpentry & general trades and plumbing are:

  • Loose bannisters
  • External door easing
  • Garage works
  • Paving repairs
  • Dripping taps
  • Change of radiators
  • Shower replacements.


With the increased availability of resources, we are proposing to move to a target of completing repairs for carpentry & general trades and for plumbing to 30 days from 1 October and 20 days by 1 November 2021.

All emergency repairs will still be completed in the required timescale of 24 hours and no customer will be left with urgent works or works that are a risk to health and safety. This applies to all services, electric, carpentry & general trades and gas & plumbing.

Please book repairs through My Silva where possible.

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We would like to thank you for your ongoing patience and support throughout this period.

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