H o u s i n g
TheLatest on serviceHousing T
he Chairman reports back on the latest Housing Forum, chaired by Air Commodore Elaine West, the Defence Estates Housing Operations Director.
Reducing the number of Empty Quarters The housing stock-take is on track to reduce the number of empty quarters. The long-term target is to have only 10% unoccupied at any one time, a percentage higher than housing associations’ but which reflects the mobility of service families.
Relocation of the ‘Cuckoos’ Work is in hand to identify and relocate ‘cuckoos’ – those families living in SFA to which they are no longer entitled. (See Spring Issue of Envoy). This project is being managed sympathetically and is rolling out across the Army, RN and RAF. DE now have an IT link to the RAF’s system enabling smarter allocation and the ability to identify those who are no longer entitled to their current SFA.
Misappropriated Quarters A review of all quarters, not used for family housing, is underway to ensure that as many properties as possible are made available for service families. There is no intention to reclaim those being used for genuine community support functions.
Housing Information CentresWork is taking place to review the staffing levels in HICs. DE are also looking at allowing Housing and MHS Officers to have their own ‘patch’. This should improve customer service.
Improvements DE are looking to publish details of upgrades so families can have a better idea what is taking place on their patch.
Condition of Houses DE have been carrying out surveys on each quarter to note condition and utilities. We will provide feedback on this as soon as we can.
Staff Training Staff training is a high priority for DE. The Federations welcomed this commitment to customer service.
Complaints Procedure The complaints process is under review as it is overly complex and failing to deliver resolution at an appropriate level. Again, we welcomed this news as in some cases, DE receive as many complaints about the complaint process as they do about the problem that caused the complaint!
Handheld PDAs New PDAs have been issued to MHS contractors. This enables the entire repairs and maintenance process to be monitored. Occupants are able to sign off a satisfaction survey, not visible to the contractor, that will be logged in real time and followed up as necessary.
As Always As always, we are interested in YOUR views on DE and its management of the SFA estate and its customer service to you, the occupants. If you wish to air a view or ask a question do get in touch.
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Method Publishing
Sutherland Press House, Golspie, Sutherland, KW10 6RA Tel: 01408 633871, E-Mail
admin@methodpublishing.co.uk
24 Summer 2009
Method Publishing, publishers to the Ministry of Defence and to Army Garrisons and Establishments throughout the world since 1964
www.raf-families-federation.org.uk
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