Repairs

Repairs &
maintenance

Our team is dedicated to repairing,
maintaining and improving all our homes.

Covid-19 update - our repairs service has reopened

Most repairs are now available as usual, although in some cases there may be a longer waiting time for appointments.

Read our latest service update

If you smell gas, think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, please call the free Gas Emergency Services emergency line immediately: 0800 111 999

About our repairs service

We offer a wide repairs service for our customers. Not only do we employ a number of skilled carpenters, electricians and plumbers, but we also have close partnerships with suppliers who can do a wide range of specialist repairs.

These are the three types of repairs that we can provide:

  1. Emergency: repairs on parts of the home that may impact our customers' health and safety. We do these within 24 hours.
  2. Routine: repairs on parts of the home that we are responsible for looking after. We pay for these repairs.
  3. Rechargeable: repairs on parts of the home that our customers are responsible for looking after. Our customers pay for these repairs.

We share the responsibility for home maintenance with our customers and will pay for any repairs that are our responsibility to fix.

Find out what areas of your home you are responsible for looking after.

How we prioritise repairs

We carry out repair requests in a priority order, so that those people whose health and safety could be at risk are well protected.

When prioritising repairs, we take into account:

  • what kind of repair needs to be done,
  • what date the repair was booked,
  • whether anyone in the household is vulnerable.

Vulnerability is defined as: "An individual or household needing support to enable them to live independently, or a tenant or a member of their household who is vulnerable due to age or serious long-term illness."

Emergency repairs

You can book an emergency repair at any time by calling 01344 382800 or freephone 0800 692 3000. We respond to all emergency repair requests within 24 hours, or sooner if it affects health and safety.

We will only visit your property straight away if health and safety is judged to be severely and immediately at risk, or if serious property damage is taking place. 

If you provide any incorrect information or if it is not an emergency, we may charge you for the cost of the work.

Sometimes, we will implement a temporary fix to stop the problem from becoming dangerous and will return at a later date to permanently repair the issue. This second appointment will be booked for a time that is convenient for you.

Do I need an emergency repair?

You should book an emergency repair if your home has:

  • major structural damage,
  • a water leak that cannot be contained,
  • a total loss of electricity,
  • a loss of water supply, fire and flood damage,
  • serious blockages to foul water drains (or blocked toilet if it is the only one),
  • loose or detached handrails, banisters or similar items,
  • insecure external doors or windows,
  • offensive or discriminatory graffiti,
  • a complete loss of heating and/or hot water in the winter season (1 November to 31 March) including secondary heating sources. Vulnerable customers will receive priority during peak times, which may include the provision of temporary heating.

Our repair responsibilities

We share the responsibility for home maintenance with our customers. We will repair your home for free if it is for an area that we are responsible for maintaining. 

This includes:

  • the outside of the property,
  • electrical wiring,
  • communal areas,
  • heating,
  • fixtures and fittings,
  • plumbing.

Read our guide to repair responsibilities [pdf] 314KB

Your repair responsibilities

We share the responsibility for home maintenance with our customers. You will need to pay for repairs to any area of your home that you are responsible for maintaining.

This includes:

  • internal decor e.g. internal doors, handles and hinges,
  • damage beyond the usual wear and tear,
  • pest control,
  • damage caused by neglect, deliberate or reckless behaviour,
  • shower heads and hoses, toilet seats, work surfaces.

Read our guide to repair responsibilities [pdf] 314KB

Paying for repairs

If a repair is your responsibility, we will only carry out the repair if there is a significant health and safety risk or if not repairing it would cause further damage to the property.

If we carry out a repair that is your responsibility, we will charge you for the cost we incur, plus an administration fee and VAT. This is called a rechargeable repair. We will ask you to pay the estimated cost of the repair in full, in advance. If the actual cost is different, we will either refund you or ask you to pay the difference.

If the repair is your responsibility to fix, here are some things you could try before booking a rechargeable repair with us:

  1. Ask your family or friends if they can help you fix it.
  2. Follow a 'how to' guide to have a go yourself. You can find some examples on our website or online on sites like YouTube. It may be easier to fix than you think.
  3. Contact your local handyperson service - if you are elderly, vulnerable or disabled they may do the work at a discounted rate.
    Find a local handyman at foundations.uk.com
  4. Use a qualified tradesperson – a local tradesperson might be a cheaper or quicker alternative.
    Find a tradesman at checkatrade.com

DIY repairs

DIY repairs

Easy repairs that you can do

Some home repairs are so easy to do, that you may not need professional help. Click the link below to find out how to do some of the easiest home repairs yourself:

Learn how to do your own repairs

What you need to know about repairs charges

You will only be required to pay for repairs to the areas of your home that you are responsible for. Prices may vary and may be subject to site surveys for accurate quotes.

Additional charges may apply if attendance is outside our opening hours, which are 8.30am to 5pm, Monday to Friday.

How to avoid repairs charges

  • 1. Report repairs as they arise icon

    Report repairs as problems arise and keep your home in a good state of repair

  • 2. Know your responsibilities icon

    Know your responsibilities

  • 3. Seek permission from Silva Homes before making alterations icon

    Seek written permission from Silva Homes before making alterations

  • 4. Cleaning icon

    Clean and clear your property before moving or ending your tenancy

Customer feedback

“I would like to say a few words of thanks for the wonderful repair service that you provide with my Silva Homes tenancy. I can book a repair that’s done quickly and efficiently and the team that comes out is lovely and cheerful and always offer to remove shoes etc. and they finish the work to a high standard and care.”

Have you had a repair recently?

Fill in our feedback form to let us know how it went!

How would you rate this page?

How would you rate this page?
Rating