Housing contract


Q13. If you have any other comments about the future of housing allocation and the repair/maintenance contract, please use the space below. The RAF Families Federation is looking for comments on how you would prefer things to work in the future, rather than commenting on the current contract.


Right first time and general approach to maintenance and repairs:


“If things are looking to change then a commitment needs to be made to improve the properties to ensure they are fit for purpose and worth the increase in rent. Obviously we do not pay mainstream rent”


“The ability to do or book other repair jobs, in one appointment. To work to a good high quality standard, be polite, tidy up after. To be able to have a better idea of when they will arrive in the day, and if running late. To have equipment ready for the repair that day”


“Don’t patch jobs. Make houses fit for future. Do a job properly. Invest in the houses” “Maintain the properties, don’t just cover up the symptoms”


“I would like the job to be repaired properly first time and not short term repaired. This will allow for longevity in accommodation and reduce multiple call outs for repeat problems”


“The next contract needs to place more emphasis on measuring performance to permanent fixes and in sending qualified operatives and engineers to address issues first time. There should also be careful consideration given to the relationships between the prime contractor and its sub-contractors - what may at first appear a cheaper model could introduce such significant inefficiencies and poor performance from the many layers of friction between management of contracts that any financial saving is lost. A contract where communication is better with occupants, between the helpdesk and those carrying out appointments and those scheduling appointments would dramatically improve against current performance”


“Please ensure the people on the phones actually listen to and understand the problem rather than book unsuitable engineers appointments as wasting mine and the engineers time”


“Follow up quality assurance check of repairs and standard of workmanship, conduct of workman etc”


”Use good quality repair materials to reduce the requirement for repeat call outs to fix the same repair due to poor quality/cheap being used in the initial repair”


“The contract needs to clearly state how both DIO and the contractor are to be held to account if either or both do not provide the service agreed under the contract”


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