Nearly half the participants told us they had not witnessed an improvement in customer care when dealing with DIO. Many commented that the centralisation of the allocations process had removed a level of customer service and local knowledge, which they felt to be essential when allocating a home to a Service family who could be moving to a new area and have no prior knowledge of the estate or accommodation available.


Families are also still facing problems when requesting routine maintenance and repairs and many comments were made about the frustration and inconvenience caused by missed appointments and the lack of communication between contractors and occupants.


As anticipated, we received a huge response to our question about improvements to Service accommodation (Figure 6). The issue of damp and mould in SFA arose on numerous occasions, with many families venting their anger at being told by maintenance contractors that their lifestyle had caused the problem. Many felt that it was actually the condition or structure of the house which created the damp/mould but that this was not being taken into consideration because of the potential costs involved.


some voters challenged the quality of workmanship


While the upgrade work being undertaken in some SFA is widely welcomed, some voters challenged the quality of workmanship, stating that it was not up to the standard they had expected.


Single Living Accommodation (SLA)


occupants asked why the problems they faced with their accommodation were not well publicised when compared with the issues highlighted by those living in SFA. We welcome these comments and invite other residents to provide further evidence of both the positive and negative aspects of living in SLA to support our future reports.


The 2012 Armed Forces Covenant Annual Report states that progress has been made on improving the quality of accommodation provided for Service personnel and their families. Do you agree?


370


Figure 6 t


Voters living in Service Accommodation


Voters living in Private Accommodation


22 Yes No I don’t know


113 76


112 79


14


The Armed Forces Covenant


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