Transparency
We want to give you a clear insight
into what and how we are doing.
Read our policies, reports
and other business documents here.
Our transparency statement
The Regulator of Social Housing requires Registered Providers to be accountable to tenants, the regulator and stakeholders, and to have governance arrangements that are effective and transparent.
To demonstrate our approach we:
- Work in clear and understandable ways
- Tell residents what they can expect from us
- Ensure information about our business is easy to find
- Respond to reasonable requests for information
- Protect personal data
- Support formal customer scrutiny of the business
- Work openly with the Regulator of Social Housing and other regulators and government departments
- Encourage colleagues to report concerns via our whistle-blowing process.
We are not classed as a public authority for the purposes of the Freedom of Information Act. But we do receive public funds for some of our work, including building new homes.
How we operate
Read about our business purpose and vision
Read our annual reports and financial statements
Read our accessibility statement
Read our GDPR and privacy statement
Read our anti-slavery and human trafficking statement
Read our local area cooperation statement
How we are regulated
We are regulated by the Regulator of Social Housing and have retained the governance and financial viability assessment of G1/V1, most recently in January 2021. As a part of this standard, we have also adopted the NHF Code of Governance (2020) on a ‘comply or explain’ basis – there is an annual self-assessment to confirm compliance against the checklist and a statement is included in the yearly statutory accounts.
We are further regulated by the ICO, with regards to data that we handle and store, by the FCA on the financial activities we undertake as well as Companies House whereby we regularly submit regulatory returns to ensure transparency as an organisation.
Our policies
Read our access policy [pdf] 346KB
Read our anti-social behaviour policy [pdf] 120KB
Read our complaint and compensation policy [pdf] 141KB
Read our customer contact policy.pdf [pdf] 210KB
Read our domestic abuse policy [pdf] 396KB
Read our anti-money laundering policy [pdf] 89KB
Read our pet policy [pdf] 253KB
Who within Silva Homes is responsible for compliance with consumer standards?
Our Regional Managing Director South East, Dasos Christou, is responsible for compliance with consumer standards at Silva Homes.
Contact us for more information
Customer services
Where can I find out about the landlord services that Silva offers?
Information about our landlord services can be found in the Managing your home area of our website.
Where can I find information about my rent and service charges?
Lots of information about service charges can be found in our Service charge FAQs for more about your rent you can visit our Make a payment page which has FAQs at the bottom.
You can find the exact amount you’ll pay in the letter we sent you in April explaining your new rent and other charges. You can also visit our customer portal, My Silva, to check your rent statement and manage your account.
Where can I find information about the Silva Homes repairs and maintenance services?
Everything you need to know about repairs and maintenance can be found on our Repairs area on our website.
This includes:
- Silva's repairs responsibilities
- what is considered an emergency repair
- your repairs responsibilities
- planned maintenance
- how to make alterations to your home.
You can visit our Home alterations page for more information on making alterations to your home.
If you are looking for more information on estates services, grounds maintenance or tree maintenance then please go to Environmental services.
How do I make a complaint?
You can find everything you need to know about our complaints process on our Complaints page.
Health and Safety
Where can I find out about the standards of safety in Silva's homes?
We're committed to keeping you safe in your home. There's a lot we do, and can support you with, to ensure your safety from gas safety to damp and mould.
Our Safety in Your Home page features a load of information about health and safety. You can also download our Health and Safety Handbook below.
Health and Safety handbook [pdf] 2MB
- Our responsibilities as your landlord
- How you can keep your home safe
- Gas safety
- Electrical safety
- Fire safety
- Water safety
- Lift servicing
- Asbestos
- Damp and mould
- Condensation
- How to report an emergency repair
Where can I find information about standards in Abri's communal areas?
Our Estate Standard document sets out how we’ll look after the physical environment, including everything from carpets in communal areas, to trees and shrubs.
The guide provides easy to understand information including pictures of what different service levels looks like, and the level you can expect. If we’re not meeting these expected levels, we need you to let us know so we can make it right.
You can download a copy of our Estate Standards guide below:
In our Environmental services area you can also learn more about grounds maintenance, estate services and tree maintenance and what they cover and what you can expect from us including cleaning specifications.