H o u s i n g Housing
Housing MODern Housing Solutions Update M
ODern Housing Solutions are now 18 months into service delivery and already the teething problems experienced in the early part of 2006 are beginning to seem like a distant memory.
Whilst this article concentrates on the efforts of MODern Housing Solutions (MHS), it is important to stress the partnership and joint working that exists between Defence Estates Operations Housing staff (DE D Ops (H)).
From an early stage it was evident that the level of manning at the help desk was insufficient to meet the demands and it is pleasing to report that we regularly receive favourable comments about the help desk personnel.
One important element is the customer care team. This was not included within the original design, but set up initially to deal with the problems of early 2006. So successful were they that the customer care team will remain in-situ. 95% of calls are now answered within 30 seconds compared to just above 60% in June 2006 with virtually all calls being answered within 2 minutes. Quarter occupant satisfaction with the help desk is 95%.
Another area of improvement is the response rate. Currently, 99% of emergency repairs are made safe within 24 hours, 91% of urgent repairs are attended to within 5 days and 95% of routine repairs are attended to within 20 days. It should be noted that on average, 4,000 jobs are completed every week. Quarter occupant satisfaction with the repair service is 89%.
Complaints to the help desk, as a percentage against repair orders raised has reduced from 10%, in June 2006, to just over 2%. One of the main issues faced by occupants is that repairs have not been carried out correctly the first time. In an attempt to address the issue, we have introduced a new stretched target to improve the current success rate of 82% by a further 5% within 6 months.
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MHS, and its supply chain partners, introduced on 1 April 2007, a Voluntary Key Performance Indicator (KPI) compensation payment in high street vouchers. A £20 voucher is awarded for each valid missed appointment reported to the help desk and a £50 voucher will be automatically paid to the occupant if a property with a significant defect is not rectified within 14 days of the occupant moving in. If a property that a MHS contractor is preparing to move-in standard is not available by the date for move- in, the occupant will be entitled to a voucher worth £50.
The Strategic Facilities Plan and Core Works programme is now rolling out and will shortly start to show improvement to the condition of the properties and estates nominated for this work. Two Customer Liaison Officers (CLOs) have been recruited to provide communication and customer care support to ensure that any works project does not compromise the quality of life of the occupant.
The Continuous Improvement Programme reflects the goals and business focus for the coming 4 to 6 months. MHS, together with Defence Estates Ops Housing, have both signed up to a “Housing Prime Contract (HPC) Charter” for which Service families are the forefront of daily working practices.
In line with other new initiatives, MHS intends to develop a “For and With the Community” initiative to assist with the well-being and improvement of the local community. Where there are existing groups or projects, MHS will offer to participate and where there are none, MHS will help with the introduction and set up of applicable projects. A pilot scheme at the Keep in Kingston was set up in July 2007 and this is already proving successful. Graffiti, fly-tipping and grounds maintenance are areas that have already been dealt with and an action plan is in place to stop future incidents.
Finally, MHS are aware that some people have doubts about the favourable statistics we report, despite them being monitored by our client, Defence Estates. In response, we have invited Dawn McCafferty of the RAF FF (as well as the Naval and Army Family Federations) to explore ways to independently audit and verify our statistics.*
MODern Housing Solutions are very pleased that the RAF have launched a new Family Federation and wish Dawn McCafferty and her team the greatest of success for the future. We look forward to having an open, honest and rewarding working relationship with the new team which will only help benefit the occupants of SFA.
*Note from Chairman. If you have any evidence to show that the MHS statistics are incorrect then do please get in touch. MHS staff genuinely want to know if they are getting it wrong because only then can they make it better.
USEFUL SOURCE OF INFORMATION
www.modernhousingsolutions.com. Help desk 0800 707 6000
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