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
How we prioritise repairs
We respond to repair requests in order of priority, to ensure that customers whose health and safety could be at risk are well protected.
We categorise repairs into two groups:
- Emergency repairs
- Routine repairs
We also consider whether there are vulnerable people in your home when deciding what to prioritise. 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."
How to book a repair
There are lots of ways to book a repair:
- use My Silva
- call us on 01344 382 800
- send us a Facebook message
- send us a live chat message
You can book a repairs appointment for the following slots:
- Morning: 8am to 12noon
- Afternoon: 12noon to 4pm
In some circumstances, you might be able to book a repair for another time.
To book an emergency repair, please call us on 01344 382 800.
We aim to respond to emergency repair requests within 24 hours, or sooner if it affects health and safety.
To book an emergency repair, please call 01344 382800 or freephone 0800 692 3000.
Please be aware that we will only visit your property straight away if health and safety is judged to be severely and immediately at risk, or if serious damage is taking place to the property. If you provide any incorrect information or if it is not an emergency issue, we may charge you later 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 put a permanent solution in place. This second appointment will be booked for a time that's convenient for both of us.
You should contact us to 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
- 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
- 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
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.
You will need to pay for repairs to any area of your home that you are responsible for maintaining.
- The outside of the property
- Electrical wiring
- Communal areas
- Fixtures and fittings
- 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
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:
- Ask your family or friends if they can help you fix it.
- 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.
- Contact your local handyperson service - if you are elderly, vulnerable or disabled they may do the work at a discounted rate. You can find your local handyman at www.foundations.uk.com, or call us and we can check for you.
- Use a qualified tradesperson – a local tradesperson might be a cheaper or quicker alternative. You can find a tradesman at www.checkatrade.com
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.
Easy repairs that you can do
Some home repairs are so easy to do, that you may not need professional help. Click the links below to find out how to do some of the easiest home repairs yourself:
How to avoid repairs charges
Report repairs as problems arise and keep your home in a good state of repair
Know your responsibilities
Seek written permission from Silva Homes before making alterations
Clean and clear your property before moving or ending your tenancy
“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?