Silva Homes has been shortlisted as a finalist in the prestigious UK Customer Experience Awards, in the category: 'customers at the heart of everything'.
This nomination recognizes the housing association’s efforts in introducing a range of services during the Covid-19 lockdown, to support its vulnerable or isolating customers.
At the start of the lockdown, dozens of Silva’s colleagues took on extra duties to support the mental and physical well-being of those most at risk of isolation.
Some of this essential support came through a ‘Phone Pals’ service, which was designed to combat loneliness. This service was in such huge demand that over 1000 people signed up to receive regular friendly calls in two weeks.
A food delivery service was also set up, to help anyone shielding or in isolation stay stocked throughout the pandemic. Silva’s volunteers made over 30 essential deliveries each week straight to the doors of people who couldn’t get to the shops.
Silva also supported its elderly customers in a number of other ways, including delivering surprise goody bags for VE day, hosting group zoom calls, and organising surprises (including for 100-year-old Winnie).
At the peak of the lockdown, Silva’s finance team helped over 300 new state benefits claimants within four weeks.
Dasos Christou, executive director (customer relations), commented on Silva’s shortlist:
"Our nomination as a finalist in the 'customers at the heart of everything' category is testament to the huge amount of work, commitment and care that our colleagues have brought to all areas of our business, especially during the last few months.
"Almost two years ago, we embarked on a complete business transformation, to radically reconstruct the way we work and make significant improvements to our customers' lives.
"During the lockdown, our new foundations were put to the test - and we managed to keep delivering a high level of customer service, while also introducing a range of new support services for isolated or vulnerable Silva customers.
"Now, as our business continues to evolve, we are still striving to improve the lives of over 14,000 people across the South East, by providing secure and affordable homes, coupled with outstanding customer services.”
The final of the UK Customer Experience Awards will take place on the 15th of October. The business is up against a number of other outstanding utilities and housing providers, including: Places for People, Octopus Energy, Code, and SGN. The winner will be announced in the evening of the finals.