H o u s i n g
grab rails and similar adaptations. She commented on the time it can take for families to obtain an Occupational Therapist’s report and felt this was an area the RAF and DE should seek to improve as delays can be very stressful for the families concerned.
Our next two appointments were 48-hour hand-backs from MHS to DE, the point at which properties are supposed to be at Move-in standard. We meet another MHS Technical Officer at these properties, Keith, and he is extremely conscientious and keen to ensure that everything will be ready for the two Move-ins planned. In the first house (2-bed Type B), a new kitchen was installed just as the last occupant was leaving and Debbie is not satisfied with the cleanliness, supposedly completed by the fitters. Keith agrees to get the cleaners back in before the Move-in. Debbie notes faded carpets in the bedroom and a non-standard bathroom cabinet and asks Keith to fix a door lock and re-fix the door number which has fallen off the front door. Both jobs are done by the time we leave Waddington that afternoon.
The next property is a 3-bedroomed C Type which Debbie advises is typical of 90% of the airmen’s SFA at Waddington. It is small and Debbie says she has had particular difficulties with families returning from larger C Type properties in say, Scotland, as the Waddington properties are so much smaller, with less storage space. Again, there are legacy issues with the kitchen refurbishment project as leftover cookers and units are still in the side porch despite MHS asking the fitters to clear it. Debbie also points out a minor hole in the door which the fitters did during the refurbishment. Keith agrees to fix and bill the contractors.
Keeping track of keys appears to be a nightmare for the housing staff but Keith and Debbie check all are present and Keith retains one to enable access for the last few repairs. Debbie is pleased with the standard of cleaning and says that, after some initial teething problems with the MHS cleaning contractors, standards are now pretty good. Nevertheless, she picks up some lime-scale residue and asks that another wipe-down is done of the bathroom and kitchen before the family arrive for Move-in in two days time.
Our final appointment is a pre-viewing by a couple relocating from Digby to Waddington. The co-serving officers have been allocated a Type 5, with a lovely garden and plenty of space. They are
www.raf-ff.org.uk Autumn 2010 27
delighted with the property and are looking forward to an early move. SFA is so tight in Lincolnshire (they have 150 families posted to Waddington but have to be allocated SFA at Cranwell, Digby and Scampton).
Unfortunately, two other appointments for a pre-Move-out visit and a Move-out had been cancelled so I don’t get the opportunity to witness that aspect of the role but it gives me more opportunity to chat with Debbie. She says that cancellations are not unusual and she has to remain very flexible, fitting in other visits if she can and catching up with administration.
In terms of her experience to date, Debbie says that the 50% reduction of DE staff since the letting of the Housing Prime Contract, and the loss of the public offices, has inevitably had an impact on the staff. She feels that there has been a great deal of change and new initiatives of late and sometimes feels overwhelmed by the amount of information sent down from senior management. That said, she has very good support from her immediate managers and believes the Lincolnshire area has, in many ways, been ahead of the drag curve in its relationships with both the chain of command and the MHS staffs. She enjoys excellent working relationships with the unit Community Support staffs and believes she has a good reputation with the families as an approachable and proactive Housing Officer who will do what she can to help.
There are challenges in her role and she cites dealing with couples who have
separated as being particularly difficult. She finds the majority of occupants reasonable and accept that the size and condition of their property is often beyond her control. If people have complaints, however, she is very keen for them to submit them via the formal complaints process so that evidence can be gathered to improve standards overall. In trying to influence the Strategic Facilities Plan, Debbie needs evidence from occupants to help prioritise further projects and secure funding. Her one frustration is when she does a Move-out and identifies a major problem, only to be told by the occupant that they didn’t report it as they didn’t want to cause a fuss. Debbie feels occupants should always make a fuss because if the housing staffs don’t know there’s a problem they can’t fix it.
At the end of the day’s appointments we return to the DE offices at Cranwell and I meet the Area Housing Manager, Paula, and two other Housing Officers, Jan and Kate, who manage other patches in the area. The atmosphere is relaxed and friendly and I have to say it is difficult to fault the performance of this particular team. In my opinion, Waddington families are blessed to have Debbie as their Housing Officer and DE are fortunate to have such a conscientious employee who takes a genuine and obvious pride in her work, which I know was not just on show for my visit but underpins her day-to-day work in support of the Service. My thanks go to Debbie for hosting me throughout the day and to DE for allowing me the opportunity to shadow their staff.
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