the ‘SFA experience’ IMPROVING
It has been announced that the final aspect of the implementation of the DIO Accommodation Service Delivery Improvement Plan – introducing Patch Management – was completed in Jan 14 and this should begin to become evident around the patches.
E
ach DIO Housing Officer will now have time specifically set aside to oversee the estate condition of around 500 SFA
properties, allowing time for them to oversee aspects of SFA upgrade and improvement programmes, including special needs adaptations; The performance of industry partner; relationships with those who also have involvement or share an interest and customer service.
Those with responsibility for patch management will also walk the ground and work with local commanders to champion issues concerning parking, caravans, graffiti, garages and damage to roads, as well as dealing with encroachments (permissions to erect satellite dishes/ sheds/making changes to decoration etc), neighbourhood disputes and pet applications – in effect, becoming a point of contact for occupants within their estate of responsibility.
Customers who have moved into SFA over the last few months will hopefully, have also noticed, and benefited from, other aspects of the Service Delivery Improvement Plan: • The enhanced Move-In standard which seeks to address concerns about the condition of SFA on occupation. The measures now in place provide occupants with a higher specification by providing
minor improvements. For example, this might include new kitchen work surfaces, replacing marked and unsightly carpets and curtains, and/or the installation of a shower.
• Steps to address the issues of mould Already around 3,000 properties have been identified as requiring this work, with some 1,000 properties across 19 SFA estates being addressed with plans for the remaining 2,000 properties on 51 estates to be tackled from Apr 14 onwards and completed by Mar 15. Where appropriate, the works specifically includes: installation of up-graded extractor fans; new doors and windows with trickle vents; re- roofing, external wall insulation and cladding replacement.
• Building on the success of the electronic application system, changes to the e-1132 will further improve the chances of applicants being offered one of their 3 SFA preferences whilst respecting local Chain of Command agreements. In addition, other enhancements to the system have improved the interface between the Housing Allocations Service Centre (HASC) and Housing Officers, especially over preparation works on void properties, leading to improved allocations.
• The Move-Out arrangements have been simplified and the agreed measures should help to eliminate the main cause of sometimes protracted disputes with customers over charges. In addition, a new mechanism for recovering
damage and deficiency charges directly from JPA was introduced on 1 Oct 13. This provides a more effective way of recovering charges and allows for re-investment in the SFA estate for the benefit of all occupants.
• Finally, a Customer Satisfaction Survey has been introduced to better capture customer’s thoughts on the overall 'SFA Experience'. M•E•L Research undertake the survey on DIOs behalf and they have captured the views of 1,400 randomly selected occupants since Jun 13. To the key question, the survey showed that 71% of customers were satisfied and 15% dissatisfied, with the overall service provided by Service Delivery Accommodation and its contractors. From the Jan 14 additional questions have been added around the areas of greatest dissatisfaction to better understand the issues involved. DIO is grateful for the positive response to the survey, and would encourage occupants who may be contacted in the future to participate and so allow better delivery of SFA.
Contacting your Housing Officer Hopefully you will have met your Housing Officer on move-in, who is responsible for managing your Patch. If not and their name is not in the welcome pack, please contact either your local Customer Assistance Point (CAP), email the HASC with your enquiry, or call the HASC: 0800 169 6322.
www.raf-ff.org.uk
Envoy Spring 2014
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