Service Family Accommodation

Baroness Smith of Newnham Excerpts

Wednesday 21st December 2022 Lords Chamber

[The Minister of State, Ministry of Defence (Baroness Goldie) (Con)]

I echo the words of my honourable friend in the other place. Yesterday, he said—quite correctly—that

“it is unacceptable that some of our personnel and their families are not receiving the level of accommodation services—in the form of maintenance standards—from our suppliers that they deserve and, in particular, are suffering from a lack of heating and hot water.”—[Official Report, Commons, 20/12/22; col. 143.]

As the noble Lord will be aware, there has been a chronicle of dissatisfaction with the way in which contractors have been discharging their duties. We are very disappointed by contractors’ poor performance.

I can assure the noble Lord that some important improvements have been made. Our rectification plan started back in mid-September. First, my honourable friend the DPV Minister and the Secretary of State have met the contractors Pinnacle, Vivo and Amey to discuss these problems and express our deep concern. I assure the Chamber that we are holding them in a vice-like grip; there are penalties in the contract. My senior MoD colleagues are also meeting contractors fortnightly at the executive level—that is, chief executive and above. Every day, people in the MoD are engaging with their counterparts in the contracting companies who are carrying out the improvements on the ground.

Improvements have been made steadily, and the systems have been improved. However, I agree entirely with the noble Lord that anything less than habitable accommodation kept in good order is not acceptable. The MoD is conscious of that and conscious of the debt we owe our Armed Forces personnel. We are doing everything in our power to improve the situation, and evidence of improvement is there.

[Baroness Smith of Newnham (LD)]

My Lords, this issue is not new. Before the Minister took her place as the Minister of State for Defence, the noble Earl, Lord Howe, listened to my complaints about service accommodation so many times that he said he would meet me. In the end, he sent the then Minister, Tobias Ellwood, to meet me. At the time, I pointed out a Facebook page called “Victims of CarillionAmey”, which still exists. Carillion is no longer with us but the point was about the response on service accommodation to service personnel, particularly their spouses. Often, a wife at home is unable to work because she has to spend so much time waiting at home for maintenance people who do not come. The answers so far have been good, but can the Minister assure the House that there will be not just changes to the number of meetings but some proper key performance indicators that are to be met?

[Baroness Goldie (Con)]

The noble Baroness’s entreaties of my predecessor and noble friend Earl Howe were to very good effect because it was part of a systematic approach to the MoD about quality of accommodation for our service personnel. I can reassure the noble Baroness by saying that Pinnacle has increased the number of call handlers from 14 to 56, VIVO has boosted the number of contractors by 27%, Amey has boosted the number of contractors by 60%, and 15,000 heaters have been bought and are being distributed.

I asked officials this morning that if I were in that accommodation with two vulnerable young children and the heating went off, what could I do and how quickly could I do it? I was reassured that there is now, through Pinnacle, a 24/7 365 helpdesk where calls are triaged so that the urgent ones are dealt with and get a response. The caller is given a reference and there is a response within 48 hours, although the majority of calls are being responded to quicker than that. As I said earlier, we are holding the contractors in a vice-like grip: we are holding their feet to the fire. What has happened has been profoundly unsatisfactory, and I pay tribute to the noble Baroness for her efforts in drawing attention to it.