RAF Families Federation Annual Report 2017

orderForm.title

orderForm.productCode

orderForm.description

orderForm.quantity

orderForm.itemPrice

orderForm.price

orderForm.totalPrice

orderForm.deliveryDetails.name

orderForm.deliveryDetails.accountNumber

orderForm.deliveryDetails.phone

orderForm.deliveryDetails.poNumber

orderForm.deliveryDetails.email

orderForm.deliveryDetails.companyName

orderForm.deliveryDetails.billingAddress

orderForm.deliveryDetails.deliveryAddress

orderForm.deliveryDetails.deliveryDetailsDeliveryAddressSameAsBillingAddress

orderForm.deliveryDetails.address1

orderForm.deliveryDetails.address2

orderForm.deliveryDetails.city

orderForm.deliveryDetails.state

orderForm.deliveryDetails.postCode

orderForm.deliveryDetails.country

orderForm.deliveryDetails.additionalInformation

orderForm.noItems

Housing and Accommodation issues

Policy/DIO/CA 21% Housing Other/Overseas 9% SLA/SSLA 19% Maintenance/Additional Works/Safety 24% CA Services Team 11% CAAS 9% Move In/Move Out 7%

Of the issues we received in 2017, 54% related to accommodation - a decrease of 7% from 2016. These figures include both Service Family Accommodation (SFA) and Single Living Accommodation (SLA) and we have seen an increase of issues reported to us now by SLA occupants. Throughout the report period we met regularly with Defence Infrastructure Organisation (DIO) staff, Operations Director CarillionAmey (CA) and their management to discuss performance and particular issues. Once again, we have liaised extensively with all partners to share those issues, identify solutions and generally assist in attempts to raise the performance bar. We also met with Head of Future Defence Infrastructure System to discuss the expectations of Service personnel and families occupying SFA for the next National Housing Prime contract and provided monthly accommodation reports to DIO Head of Service Delivery Accommodation based on the evidence provided to us by RAF personnel and family members.

As yet, we have not been made aware of any contract performance issues that can be attributed to the collapse of Carillion earlier this year.

SLA/SSLA issues (19% of overall Housing and Accommodation issues)

Routine Maintenance 9% Other 1% Phone/Wifi/TV/Media Connectivity 8% Cooking Facilities 1%

Significant issues reported to us in 2017 were:

• Reponses to maintenance issues • Entitlement and allocation of SFA • Failed Move-in standards – SFA • Standard and condition of SLA • Issues with Move-Outs

• Issues with Combined Accommodation Assessment System (CAAS) banding charges and re-banding

• Poor Communications with occupants • New Works /Additional Works standards • The time taken to provide Special Needs Adaptations • Complaints process

• Support to personnel in Substitute Single Living Accommodation (SSLA)

5

Page 1 | Page 2 | Page 3 | Page 4 | Page 5 | Page 6 | Page 7 | Page 8 | Page 9 | Page 10 | Page 11 | Page 12 | Page 13 | Page 14 | Page 15 | Page 16