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By Stan Brathwaite, RAFFFHousing Specialist

In the last issue of Envoy Ispeculated that there were grounds for optimism that the delivery of service to occupants was improving ………. well as you may be painfully aware, it worsened. The Secretary of State intervened, demanding noticeable improvements within 3months. The contractor has since provided more resources and with DIO developed an Improvement Plan to address the failings in performance. By now (the beginning of May at the time of writing) you should be seeing those improvements – are you? CarillionAmey (CA) has acknowledged their failings and provided an explanation, published on page 22, as are comments by your RAF FF.The very latest information shows there is at long last progress being made to drive up performance. Whilst there undoubtedly remains more work to do, the trend is positive and response maintenance is now nearing contractual requirements. Move In standards are also being tracked and whilst evidence indicates that this is also improving, we are still hearing of too many failures because the house has simply not been made ready in time. Finally,the need for engineers to phone ahead and for occupants to be updated if appointments are to be delayed or cancelled is not lost on CA and more work is going into improve communication.

In sum, all indicators and metrics show that contract performance is steadily improving and is now close to achieving its targets. However, feedback from stakeholders (you) is

20 Summer 2016

important, as the lived experience must match the data. Accordingly, both DIO Service Delivery and your Federation remain grateful for any feedback –positive and negative –so that we can continue to press CA in delivering aquality SFAservice.

Training Iwas invited to attend aCA ‘tradesmen and engineer managers’ training session’and, my,what an eye-opener that was. What Iheard helped to explain so many of the poor experiences many of you have had in the past but it was encouraging to see at first-hand the company’s attempts to rectify many of the problems. My feedback to CA was:

“I am not surprised by what we saw and heard from the operatives, it only confirmed what we have always deduced i.e. achange in culture is necessary at this level to begin to turn around that which led up to the recent ‘poor press’ and reputational damage. Moreover we also see asimilar need for the Occupancy Services Team (OST), the Complaints Team, the CAAS Challenge Team, Managers, and critically the Schedulers.

“My personal view is that it is agreat concept for enforcing the appropriate training objectives. Overall Ithought that the training was well presented and excellent value. We were delighted to have been invited.”

Social Media –Judging by the various popular WAGS and Married Quarters social media sites, we are acutely aware that social media, and in particular Facebook, is the preferred method


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