We know that our customers live busy lives, so we aim to do repairs, maintenance and improvements at the most convenient time for you.
Repairs appointment slots
You can book a repair with us for the following times. In certain exceptional circumstances, you may be able to book it for another time.
Morning: 8am to 12noon
Afternoon: 12noon to 4pm
Emergency & out of hours
If you have an emergency repair to report outside office hours, please call freephone 0800 692 3000 or 01344 382800. Please be aware that we will only respond where health and safety is judged to be severely and immediately at risk, or if serious damage is taking place to the property. Please note that 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.
Some repairs are more urgent than others. We categorise work into emergency repairs and routine repairs and also consider whether there are vulnerable people in your home.
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'.
We respond to repairs requests in order of priority to ensure that customers whose health and safety could be at risk are well protected.
If you would like to be set up with a maintenance access code, please contact our Customer Experience Centre, by calling 01344 382800 or emailing firstname.lastname@example.org
Emergency repairs (e24)
We aim to respond to reports for emergency repairs within 24 hours, or sooner if it affects health and safety. In many cases we will return at a later date to complete the work. We will choose a follow-up appointment at a time that's convenient for both of us.
This category includes:
- Major structural damage
- A water leak that cannot be contained
- Total loss of electricity to a home or communal area
- 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 – which will be referred to the Estate Services team.
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
We share the responsibility for home maintenance with our customers. While we are responsible for areas of the property including exteriors and communal areas, you are responsible for most of what is considered the interior decor. Please check out our handy guide to responsibilities for more information.
- 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
We'll only charge you for repairs that you are responsible for. Below is a guide to give you an idea of what you will pay for different types of repairs. These prices may change after our team has surveyed the issue and calculated an accurate quote.
We carry out repairs jobs in your homes, many of which are included in your rent, while others for which you are responsible for, we will charge fees for. This list is for example and subject to review, for more information please contact us. Prices may vary and may be subject to site surveys for accurate quotes.
|Type of repair||Minimum payment to book work||Full rate charge||Out of hours rate|
|Gain entry for customer accidentally locked out||£40||£40||£65|
|Replacement lock (without forced entry)||£20||£56||£81|
|Replacement lock (with forced entry)||£20||£77||£102|
|Garage lock (without forced entry)||£40||£45||£70|
|Garage lock (with forced entry)||£60||£65||£90|
|Board up window||£20||£43||£68|
|Re-glaze broken double glazed unit (per pane)||£40||£75||Day work only|
|Re-glaze broken single glazed unit (per pane)||£20||£40||Day work only|
|Replace cracked toilet bowl, cistern or wash handbasin||£25||£75||Day work only|
|Reset tripped electrics caused by customer’s appliances||£40||£40||£65|
|Reset of central heating/re-igniting pilot light if credit runs out||£40||£40||£65|
|Replace light fittings, switches, sockets||£48||£48||N/A|
|Any blockages to plumbing items (sinks, baths, toilets, drains)||£40||£40||£65|
|Replace internal door||£25||£125||N/A|
|Plastering - minor patch repairs||£50||£50||N/A|
|Plastering - major (full room or multiple)||£50||£200||N/A|
Additional charges may apply if attendance is outside office hours, which are 8.30am to 5pm, Monday to Friday.
When you book us for a non-emergency rechargeable repair, payment is due before the work can be carried out.
In the case of essential/emergency repairs, we may not expect you to make the full upfront payment, but we may instead request an advance contribution, with a written agreement to pay the balance by a certain date.
We always try to provide a breakdown of any repair costs in advance. However, if this is not possible, you will receive a full breakdown of costs, along with payment instructions, within 10 working days of the work being completed.
How to avoid being recharged
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