Compensation and complaints:


“Complaints should be recorded and monitored to help rectify the systems in place. I don’t want vouchers I want better quality and improvement”


“Stop spending money on compensation and put it into getting the job funded more suitably”


“A clearer process for disputes. This would be preferable in an online system where you can monitor the status and the outcome. It would also be good to be able to contact one individual handling your case rather than the entire team so as not to keep explaining the issue”


Move-in and Standards:


“All remedial works for a property should be completed prior to a move-in and the cleanliness should be mandatory”


“Houses must be properly clean to march-in standard at march-in”


“The Housing Officer should have viewed the property and be aware of any issues before march- in. Any jobs raised at march-in should be electronically raised during march-in with a copy forwarded to occupiers”


Spousal access to the overall process:


“Smooth online process also available to non-military spouse / partner in cases where serving person is away / has no internet access”


“Definitely being able to apply via the internet rather than the intranet would be beneficial so that spouses can see the houses etc. Repair/maintainence contract will always have its faults but as long as issues are communicated then it would be better”


“Spouses need to be able to apply on behalf of SP when they are overseas”


“I would be very grateful if the allocation could be moved to the internet. As a dual working family we would appreciate evening or weekend works”


Families first and feeling valued:


“Usually the customer is always right but in SFA you’re always feeling like you’re a peasant who should accept the poor service because that’s you locked into the system as a forces family in SFA”


“It is important that the next stage of housing delivery is done with integrity and the organisation(s) that take it forward understand what a Service family is and what challenges there are. Rather than just trying to take the contract to make money, they must understand the importance of effective housing delivery and the impact of a poor service, Human Factors is what we have to be trained on, our housing deliverers must also understand how their actions can effect the operational delivery of our SP”


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