A decade of growth and impact
What started as a modest contract to deliver kitchen and bathroom replacements for Amicus Horizon in a small South London patch has, over the last decade, grown into one of PiLON’s most impactful and transformative partnerships. Since 2016, our work with Southern Housing (formerly Optivo following the merger of Amicus Horizon and Viridian) has expanded to cover all of London and extends to supporting the Midlands and Sussex regions. It has also contributed largely to PiLON’s evolution during this time, from an £9 million business in 2016, heading towards a turnover exceeding £85 million this year.
From the very beginning, this contract was about more than property refurbishment – it was about creating comfort, fostering trust, and building lasting relationships. We deliver approximately £3.7m per annum in kitchen and bathroom replacements throughout London and Surrey, consistently meeting impressive turnaround times of 10 days for kitchens, 7 days for bathrooms, and 12 days for combined works. Our direct delivery model, driven by a skilled in-house team, has ensured exceptional quality and a customer satisfaction rate consistently above 97%.
Throughout this partnership, we’ve navigated pivotal moments, from the initial merger between Amicus Horizon and Viridian in 2017, followed by the Optivo and Southern Housing merger in 2022, to PiLON’s acquisition by United Living Group in 2024. Each brought its own set of challenges and opportunities, but through it all, our commitment to excellence and service delivery remained steadfast.
Navigating challenges
We’ve also faced our fair share of challenges over the years – Brexit, supplier changes, and the unforgettable disruption of the COVID-19 pandemic. Yet, through each challenge, our shared commitment to excellent customer care never faltered. In 2020, in the midst of the pandemic, we not only met the annual budget but also safely delivered every project, protecting both our staff and Southern Housing’s residents.
Celebrating growth and career development
Many of our colleagues have grown and flourished over the course of this decade-long partnership, just as the contract itself has evolved. Matthew McDonough, who joined as a Junior Quantity Surveyor in 2015, is now PiLON’s Operations Director, steering large-scale projects with expertise he honed on this very contract. Vlad Nedelcu, who once led the Southern Housing works as Divisional Director, now serves as Chief Operating Officer (COO) of United Living Property Services, encompassing PiLON. And it’s not just our team; many Southern Housing colleagues have also advanced their careers, with this partnership serving as a cornerstone of their professional journeys. For us, the true legacy of this contract isn’t just in the projects delivered, but in the people who’ve grown alongside it.
Social value and community impact
Our work extends far beyond construction. Throughout this partnership, PiLON has invested in Southern Housing’s communities, providing local jobs, apprenticeships and training to residents, sponsoring NVQs and CITB-accredited Site Safety courses to upskill Southern Housing’s employees, providing vital funds to local charities, including Fresh Visions and supporting award-winning community and biodiversity projects. Our commitment to creating positive social impact continues to be a cornerstone of our approach.
In January 2024, our collaboration with Southern Housing was recognised with the ‘Best Customer Impact’ award at the NHMF Awards for the Greener Broomgrove initiative, a project that transformed over 20,000m² of green space through mass planting and community wellness activities.
Proudly nominated by Southern Housing, the Social Value Leadership Group, a network of social value leads from over 50 housing associations, local authorities, and other organisations working within the housing sector, awarded us the ‘Best Sustainability Project’ Award at the 2024 Social Value Supply-Chain Awards.
A decade of change
During this 10-year partnership, the UK has experienced profound changes – socially, politically, and economically. Dare we mention the 6 Prime Ministers who have come and gone? From Brexit to the pandemic, the rise of AI to the passing of new legislation, it’s been a decade of constant change. And through it all, PiLON and Southern Housing have remained a constant, delivering quality, stability, and impact.
Huge thanks to Pilon and their team for an amazing job on our refurbishment. Their attention to detail, daily updates, and professionalism made the whole process smooth and stress-free. It’s rare to find a team that’s both skilled and great at communication. We’re thrilled with the results and highly recommend!
London Resident March 2025
Looking forward
As we approach the final year of this decade-long partnership, we remain as committed as ever to delivering exceptional service, fostering positive community impact, and exploring new avenues of collaboration with Southern Housing. This contract has been more than a project, it’s been a shared journey of learning, resilience, growth and true partnership.
