Silva Homes has been shortlisted as a finalist in the UK Customer Experience Awards.
The nomination in the ‘Customers at the Heart of Everything’ category recognises the Bracknell-based association’s efforts in introducing a range of services during the COVID-19 lockdown to support its vulnerable or isolating customers.
At the start of the lockdown, dozens of Silva’s colleagues took on extra duties to support the mental and physical wellbeing of those most at risk of isolation.
Some of this support came through a ‘Phone Pals’ service, designed to combat loneliness. Silva says the service was in such huge demand that more than 1,000 people signed up to receive regular calls in two weeks.
Silva also set up a food-delivery service to help anyone shielding or in isolation stay stocked throughout the pandemic and said its volunteers made over 30 essential deliveries each week to people who couldn’t get to the shops.
Silva also supported its elderly customers in a number of other ways, including delivering surprise goody bags for VE day, hosting group zoom calls, and organising surprises (including for 100-year-old Winnie).
At the peak of lockdown, Silva says its finance team helped over 300 new state benefits claimants within four weeks.
Dasos Christou, Silva’s executive director of Customer Relations, said: “Our nomination as a finalist in the ‘customers at the heart of everything’ category is testament to the huge amount of work, commitment and care that our colleagues have brought to all areas of our business, especially during the last few months.
“Almost two years ago, we embarked on a complete business transformation, to radically reconstruct the way we work and make significant improvements to our customers’ lives.
“During the lockdown, our new foundations were put to the test – and we managed to keep delivering a high level of customer service, while also introducing a range of new support services for isolated or vulnerable Silva customers.
“Now, as our business continues to evolve, we are still striving to improve the lives of over 14,000 people across the South East, by providing secure and affordable homes, coupled with outstanding customer services.”
UK Customer Experience Awards
Silva Homes is up against a number of other utilities and housing providers, including Places for People, Octopus Energy, Code, and SGN.
The winner will be announced in the evening of the final of the UK Customer Experience Awards, which will take place on the 15th of October.
Silva Homes is an independent not-for-profit housing association, looking after over 6,500 rented properties, 1,000 homeowners, and 2,500 garages in the south-east of England.
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