In November 2023, PiLON was appointed by Notting Hill Genesis to deliver legal disrepair works across their housing portfolio. This followed our successful delivery of NHG’s kitchen and bathroom replacement programme – further strengthening our partnership.

The three-year contract, awarded through the Fusion21 Framework and valued at £2 million annually, focuses on restoring homes to a safe, functional, and decent standard, ensuring NHG residents live in comfortable, well-maintained environments.

Scope of works

Our programme covers a wide range of disrepair works, including:

• Window and door repairs/replacements
• Kitchen and bathroom installations
• Plumbing, plastering, and flooring renewals
• External maintenance, repairs, and painting
• Structural works
• Scaffolding and access solutions

Since the contract began, our direct delivery team has successfully completed works on over 200 properties, demonstrating our ability to mobilise quickly and deliver quality at scale.

Overcoming Challenges

Legal disrepair works present a unique set of challenges, due to their reactive and varied nature. Each case is different, requiring careful diagnosis, planning, and delivery.

Before commencing any work, our teams carry out a comprehensive investigation to identify root causes, ensuring there are no underlined works required to prevent the issue from re-occurring. For instance, a bathroom with persistent mould may reveal underlying structural or water ingress issues that must be addressed before aesthetic works begin.

Understandably, some residents can feel frustrated due to prolonged disrepair issues, especially where legal proceedings are involved. Our dedicated Resident Liaison Team is trained to provide clear, empathetic communication throughout the process, managing expectations and ensuring residents are informed every step of the way.

Despite common access challenges (often complicated by legal advisors), our low no-access rate is a testament to our strong engagement strategies and commitment to resident care.

“A huge thanks to Mihai for his availability and expertise in handling complex disrepair matters. I’ve seen how he just puts the residents at ease, gaining their trust the moment he starts engaging with them, and I’ve had positive feedback from residents on his handling of complex repairs. His knowledge and expertise are invaluable and have been crucial in ensuring smooth resolution to some of the challenges we faced this year.”

Abdul Shohid, Building Surveyor, Notting Hill Genesis

Delivering the PiLON way

We know that disrepair works require a unique approach and a skilled workforce. With a dynamic supply chain and dedicated direct delivery model, we consistently meet NHG’s requirements, delivering projects on time and to the high standards residents expect.

Our teams receive comprehensive training on:

• Damp and mould awareness (L4 & L2)
• Asbestos Awareness
• Building Safety Act compliance
• Disrepair knowledge, including legal disrepair processes and protocols
• Effective resident communication and care in disrepair scenarios

We continuously invest in our people and systems to ensure quality, compliance, and customer satisfaction.

Project examples

Bathroom Replacement – Damp & Mould Resolution

Originally tasked with refurbishing a bathroom affected by damp and mould, our team identified a leaking roof as the root cause. Before proceeding with the bathroom renovation, we promptly collaborated with NHG to repair the leak, ensuring a long-term solution and preventing recurrence.

Window Replacement & Structural Levelling

During a routine window replacement, we discovered underlying structural damage caused by rotting tree roots. Our team conducted a full risk assessment and collaborated with NHG to develop and implement a comprehensive remediation plan. In addition to replacing the windows, we levelled the exterior of the property to prevent future issues and carried out internal repairs, including stitching cracks, plastering, and redecoration caused by the root damage.

Our approach to disrepair works is rooted in expertise, empathy, and excellence. By combining investigative diligence, technical skill, and outstanding resident engagement, we continue to deliver high-quality outcomes for NHG and their residents.