At AmicusHorizon we find the best way to improve our services is to listen
to our residents. This annual review clearly tells you how we’re doing.
We’ve pulled together some of the key facts in this year’s Performance Infographic,
covering everything from repairs to numbers of complaints received.
Click here to view a summary of
our performance over the year
Every complaint we receive is valued and
acted upon to improve our services.
AmicusHorizon’s performance 2014/15
Our performance
Our Gold Medal Targets
% of residents satisfied
with services
How we compare to
other organisations*
Target
2014/15
Performance
2014/15
95.5%
97.5%
2nd Best Performer
81%
% of residents satisfied AmicusHorizon’s performance 2014/15
97.1%
98%
98%
with repairs**
% residents satisfied
with handling of ASB
93.5%
96.5%
71.3%
12.7
12
20.6
Home improvements
Average time taken to
re let homes
Repairs
£35.595.2%
million
% of residents satisfied
with complaints handling
72.7%
94%
spent improving your homes
86,501
5,592
*Note: We’ve compared AmicusHorizon’s performance against
the g15
group of London housing associations.
home
improvements
Comparison based on 2013/14 Housemark statistics.
** Repairs statistics based on AmicusHorizon survey of approximately 3,298 residents
1,118 adaptations to
£17.7 million
spent repairing homes
or mobility problems
281,987
Temporary
housing
Keeping your community safe
Helping you through Welfare Reform
7
220
Total number of
formal complaints
Housing
management
49
1,771
s of
case
cial
anti so ur
vio
beha )
(ASB
Home
ownership
23Over
Other
4 £2.1m
Repairs
137
additional
benefits obtained
for residents
£480k
one off payments
obtained for
residents
1,650
were
resolved
13
residents
lost their
homes as
a result of
causing ASB
100
events held to help
residents through
Welfare Reform
1,200
residents helped
with advice
Click here to view summaries
of how we’ve performed at the
local level in Kent, Sussex and
London
Your local area performance 2014/15: London and Surrey
What we
achieved
What was
our target
% residents satisfied
with service
95.5%
92.5%
% residents satisfied
with repairs
96.7%
98.0%
How did we do?
% residents satisfied
with handling of ASB
97.8%
93.5%
Average re let times
12 days
13 days
95.7%
94%
Your local area performance 2014/15: Kent
% residents satisfied
with complaint handling
What we
achieved
What was
our target
% residents satisfied
with service
98.7%
97%
% residents satisfied
with repairs
98.8%
98%
% residents satisfied
with handling of ASB
96.4%
93.5%
London
and Surrey
How did we do?
London
11.8 days
9.3 days
Your local area performance 2014/15: Sussex
94%
100%
Average re let times
% residents satisfied
with complaint handling
What we
achieved
Surrey
What was
our target
% residents satisfied
with service
97.8%
97%
% residents satisfied
with repairs
98.2%
98%
% residents satisfied
with handling
ASB
Averageofweekly
95.7%
Kent 12.9 days
rents
intimes
London
Average
re let
and Surrey
% residents satisfied
Bedsit handling
£97
with complaint
1 Bed
£106
2 Bed
£123
3 Beds
£137
4 Beds
£157
5 Beds
£166
6 Beds +
£173
93.5%
Number of homes
we built this year
13.3 days
224
Number of homes
94% we manage
10,653
3,037
Number of
homeowners
Sussex
Average weekly
rents in Kent
Bedsit
1 Bed
2 Bed
3 Beds
4 Beds
5 Beds
6 Beds +
93.8%
£75
£84
£99
£109
£121
£127
£138
Number of homes
we built this year
149
Number of homes
we manage
7,669
Number of
homeowners
Sussex
How did we do?
Kent
4
£72
£79
£90
£106
£118
£126
£132
W
e work closely with contractors and
meet regularly to discuss complaints
about workmanship. We constantly
review their quality of work and take
serious action if they don’t meet the
high standards we all expect
We helped our repairs contractors
review their own internal processes.
Contractors have improved how they
raise follow on work, review jobs and
use sub contractors
We reviewed our ASB Policy and
now save all relevant information in a
secure and easy to find system. We
make sure one member of staff takes
responsibility and acts as a single point
of contact for residents.
What residents told us about our
complaints service
Residents who used our complaints
service have been asked: ‘What works
and where can we improve?’
441
Average weekly
rents in Sussex
Bedsit
1 Bed
2 Bed
3 Beds
4 Beds
5 Beds
6 Beds +
Here are some of the improvements we’ve
made as a direct result of complaints
received over the last 12 months:
repairs
Average number of
days to complete
a repair
Customer services and complaints
help residents with disability
Calls received
by our Customer
Service Team
Resolving complaints and
finding solutions
Number of homes
we built this year
167
Number of homes
we manage
8,300
Number of
homeowners
570
AmicusHorizon Annual Review 2014/15
Click to read what our
residents say about our
complaints service.