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CLIENT: Southern Housing
START DATE: April 2016
DURATION: 10 years


We are currently in the seventh year of our 10 years contract with Southern Housing (former Optivo) delivering their Kitchen and Bathroom Replacement programme using PiLON tradespeople. We were awarded these works following a Price/Quality tender process that included a resident panel as judges who recognised PiLON’s commitment to the customer journey. We deliver approximately 300 kitchen and 250 bathroom replacements each year across Greater London and the surrounding area.

We consistently deliver within agreed SLAs of 10 days for bathrooms, 5 days for kitchens and 12 days for both.

We deliver a comprehensive and clear customer journey, where residents’ chosen methods, once established, lead the communication. We are proud to say that customer satisfaction consistently achieves above 97%.

In 2020/21 we delivered social value through:

  • Twelve Optivo employees attended CITB accredited SMSTS courses delivered by PiLON
  • Four members of Optivo’s team received NVQ L4 (2) and NVQ L6 (2)
  • Over 80% of the workforce was sourced locally
  • PiLON donated twenty-five tablet computers to Fresh Visions, Optivo’s chosen charity, for children home-schooling during lockdown