Working with our customers to put things right
Our top priority is making sure that you receive a great experience, and live in a home where you can thrive. In fact, we have big ambitions to become a top ten provider of customer service in the UK.
But we understand that sometimes we may not get it quite right and if that happens, we’ll investigate what happened, listen, learn and take prompt action to resolve the issue.
We want all of our customers to know that if you’ve already been in touch with us and things haven't been put right, you've not received the service you need and you remain unhappy, you can raise a formal complaint. And if you're not happy with the resolution of your complaint, let us know. We want to work with you to find a way to put things right.
You can also refer your concerns to the Housing Ombudsman who help to resolve disputes involving tenants and leaseholders of social housing providers. Their service is free, independent, and impartial.
Making things right
As part of our commitment to your wellbeing, we’re proud to support the government’s ‘Make things right’ campaign which is all about making sure social housing residents know their rights, how to complain and feel empowered that their voice will be heard.
We wholeheartedly agree with the government that everyone deserves a safe, secure and well maintained home. If you live in Abri social housing, know that as your landlord we’re responsible for fixing issues, including damp and mould, leaks, broken locks or changes you need to your home if you’re disabled. We can also help with anti-social behaviour, like noisy neighbours. So please familiarise yourself with the following steps so you know how to get an issue fixed should one arise.
Step 1: Report it to us
- Call us on 01344 382 800
- Email us at enquiries@silvahomes.co.uk
- Log onto MySilva or use the chat function on our website.
- If you prefer to use social media then you can also speak to us via Facebook messenger.
Step 2: If an issue arises you can complain through our complaint process, and if you’re not happy with the final response from us…
Step 3: You can escalate your complaint to the Housing Ombudsman.
You can find out more about our complaints process here.
Advice about contacting the Housing Ombudsman
The Housing Ombudsman is impartial, will investigate fairly and can order landlords to take action. Once the Housing Ombudsman has ruled against a landlord, they must show they are taking action within 6-8 weeks.
Last year, the Housing Ombudsman ordered landlords to pay over £1m in compensation to residents. To find out more you can visit https://socialhousingcomplaints.campaign.gov.uk/