Agency Managed Services and Partnership Services Team
Partnership Services Team
Our Partnership Services Team is a specialist team, managing a range of supported housing services across several boroughs, including Croydon, Lambeth, Lewisham, Southwark and Bromley. We provide accommodation to people experiencing a range of issues, including homelessness, mental health issues, learning and physical disabilities.
We work in partnership with other organisations, who provide support to residents in these services, while our team provides an intensive housing management service. This is a personalised service, where we build relationships with each of our customers and work closely with them and the agencies supporting them, to help them to maintain their tenancies and build the confidence and skills to be able to move on to more independent accommodation in the future.
Our intensive housing management service involves monitoring rents; health and safety and maintenance of our buildings; maintaining and improving our neighbourhoods and effectively managing anti-social behaviour. We encourage our customers to get involved at AmicusHorizon and give us feedback so we can continue to improve and provide an excellent service.
Our team consists of three officers and a manager. Conscientious and caring, we provide our specialist service to approximately 175 customers at a time. We have an extensive range of experience in the area of support and housing.
Agency Managed Services - Supported Housing
Amicus Horizon provides supported housing, via our relationship with Managing Agents, across South London, Surrey, Sussex and Kent. AmicusHorizon own the buildings and is the Landlord. The Managing Agents provide the housing management and support. Our residents in Agency Managed supported housing include:
- women and children escaping domestic violence
- people with mental health needs
- vulnerable young people and care leavers
- vulnerable homeless adults with complex and challenging needs
- people with learning difficulties.
The relationship between AmicusHorizon and our Managing Agents is governed by a Management Contract. The Managing Agents have responsibility for all housing management, including lettings; tenancy management; void management; rent collection; arrears control; dealing with complaints and anti-social behaviour; reporting repairs; managing health and safety; tenant consultation and service user involvement. For which AmicusHorizon pays the Managing Agent a housing management fee.
The Management Contract sets out the roles and responsibilities of each organisation. Three important responsibilities of AmicusHorizon are:
Day-to-day repairs; major repairs; and planned maintenance, including external painting and bathroom/kitchen replacement. Managing Agents advise residents on the Landlord's repair responsibilities, how long repairs should take to complete and how to report a repair, including out of hours' emergency repairs.
Some of our Managing Agents provide the day-to-day repair service on our behalf. We pay them a maintenance fee for this and monitor the standard of the repair service they provide.
We're also responsible for the annual gas boiler service, fire equipment service and Legionella/water safety monitoring.
Monitoring the housing management performance of our Managing Agents
The Agency Services team at AmicusHorizon is responsible for monitoring the Management Contract; how well the Managing Agents manage the property; and for ensuring that our residents receive a good housing management service. We hold monitoring meetings with our Managing Agents and visit the properties once a year to carry out a 'property inspection'. We ask our Managing Agents to confirm each month that they've carried out health and safety checks at the properties they manage. And to report to us every three months on housing management performance: e.g. voids (empty rooms/flats); lettings; arrears; and complaints. These 'performance returns' are collected and monitored by the Agency Services Team.
Approving legal notices and court actions
Any legal action against a resident, e.g. issuing of Notices, possession action in the courts or eviction, is taken by the Agent on behalf of the Landlord. All legal action must be approved in advance by the Agency Contracts Manager at AmicusHorizon.
Feedback from our residents in Agency Managed properties
Our Managing Agents have their own Resident Consultation and Involvement Policies, but we're also interested in hearing our residents' views. We ask Managing Agents to encourage new residents to complete our 'First Impressions' questionnaire, which is included in the Welcome Packs provided by the Managing Agent. This asks how residents felt about the service they received when they first moved in. All returned survey forms go into a draw every three months - the lucky winner receives a voucher for £20.
Every two years, we ask our residents in Agency Managed properties how they feel about the housing management service they receive by asking them to take part in a satisfaction survey. All survey returns are entered into a prize draw.
The Agency Services Team
The Agency Services Team don't just monitor the performance of our Managing Agents, we're also are here to advise Managing Agents on housing management matters and to represent the Agency Managed Services within AmicusHorizon.