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Business: Sureserve Fire & Electrical
Services: Fire, Electrical
Markets: Social housing
Date: 14/09/2016

Amicus Horizon

Since 2011, we have provided servicing and maintenance to fire safety equipment across Amicus Horizon’s 2,300 properties.

Following our 1st place appointment to the SEC Framework in 2015, Amicus Horizon has re-awarded us the contract via direct call for another 6 years.

Our contract covers:

  • Electrical rewiring
  • Fire Alarm Systems
  • Smoke Detectors
  • Heat Detectors
  • Emergency Lighting Systems
  • Portable Fire Extinguishers
  • Wet/Dry Risers
  • Sprinkler Systems
  • Fire Blankets
  • Fire Doors
  • Door closers
  • Fire Protection Signage includingIlluminated
  • Automatic Opening Vents & ancillarydevices
  • Lightning Conductors

Reducing responsive repair

Due to our high performance, we have benefited from a constant stream of upgrade works over the last eighteen months and in March 2016 undertook project works to replace Amicus Horizons communal lighting with LED. The LED lighting enhances longevity and drastically reduces energy consumption. Since their installation, emergency lighting responsive repair calls have decreased by 40%.

Joint training for Amicus Horizon

In June 2016, we held training sessions for our client’s call centre staff. The training enabled them to understand:

  • Frequently occurring problems with the fire safety equipment
  • Range of products & services we provide

Since the training, the call centre staff offered effective advice to tenants/residents. This reduced the reactive call out attendance of our engineers to change a household battery in the fire alarm by 50% from June 2016 until August 2016.

With our continuous staff development programme we ensure our engineers always improve and work towards achieving the KPIs in order to meet client’s expectations.


  • First Time Fix: 95.7%
  • Customer Satisfaction: 97.1%
  • Response Repairs Attended within 4 hrs:100%

Protecting vulnerable residents

We understand the residents in sheltered housing schemes and women refuges are vulnerable people.

We have implemented our award winning Customer Journey initiative and trained our engineers using our innovative behavioural management techniques, which is a blend of applied behavioural science and project management to deliver excellent customer service.

Building relationships

We have set up at frequently visited sheltered housing schemes and women refuges a resident information board with photographs and professional information of the engineers. Consequently, the residents and the engineers have built a trusting relationship allowing access for engineers in and around the buildings.

Renovations at Purley Community Health Centre

We donated essential fire safety equipment, such as fire extinguishers, smoke detection, and signage towards the renovations of Purley Community Health Centre. We are also providing Free Of Charge (FOC) maintenance and repair services to the community centre during the duration of the current contract with Amicus Horizon.

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