Service Family Accommodation: Maintenance

Debate between Liz Twist and Helen Morgan

Monday 19th June 2023 Commons Chamber

[Helen Morgan]

I agree with my hon. Friend wholeheartedly.

My understanding is that the current maintenance contract allows just two weeks after a family leaves a house to carry out any required upgrade work, including any repairs but also big-ticket works such as retrofitting insulation and replacing kitchens and bathrooms. Clearly, two weeks is not long enough if a significant amount of work is required. That leads to incomplete or poor-quality work, which costs more to fix in the future and causes disruption to the family living there.

The overall feedback from my constituents—there has been a lot of it—is that the response to requests for repair and the management of empty houses have deteriorated since the contract was restructured last April, and that while the coming of spring and summer has improved living conditions in the short term, there remain significant concerns about the operation of the process. There appear to be too many hand-offs between, in the case of my constituents, the contractors Pinnacle and Amey. I note that in response to an urgent question in December last year, the former Minister acknowledged that there were IT issues. That rings true with the experiences that have been related to me, in which requests have either not been logged in the first place or have gone missing in the hand-off between the two companies.

Anyone who works in a business knows that IT issues in a contract restructuring of this scale are inevitable, but the Minister suggested that they were unresolved in December 2022, a full nine months after the restructured contracts went live. Has there been any further improvement to date? I have a constituent still reporting little progress on a leaking roof and radiators. The roof was fixed in five days, but the scaffolding remained up for five weeks at goodness knows what unnecessary cost to the taxpayer and the radiators still leak. There is damp and mould, and they have not been given the results of a damp survey that was apparently carried out in December last year.

I hope I have illustrated the chaotic and broken process of reporting an issue and getting it fixed under the newly restructured contract, the shocking state of dilapidation of some empty homes that could otherwise be used for housing our service families, the impact on the service family community, and the unacceptable waste of taxpayers’ money. This is the price of a failing process. We have spent much time in this Chamber rightly debating, and indeed agreeing on, the need for social housing to be of a decent standard, and for tenants to have the right to demand a decent standard, both in the context of the Social Housing (Regulation) Bill as it passed through Parliament and in demanding an end to the system that led to the shocking death of Awaab Ishak.

[Liz Twist (Blaydon) (Lab)]

I congratulate the hon. Lady on setting out the issues in her excellent speech. Labour launched our “Homes Fit for Heroes” campaign a few months ago to focus attention on this scandal and my Front-Bench colleagues have said that, if elected, we will make addressing it a priority. As she said, we cannot carry on with leaky roofs, broken boilers and damp; we must make this a priority. Does she agree that the Government could have done a lot of work already to improve things for the services?

[Helen Morgan]

I thank the hon. Lady for her intervention. I broadly agree with her.

We need to accept that our service families have the same right to decent housing as everyone else in this country. When they report a problem, they should expect a response. I do not need to remind anyone that, as my hon. Friend the Member for Bath (Wera Hobhouse) pointed out, servicemen and women are prepared to make the ultimate sacrifice for us. We should at least ensure that they can have a hot shower and a mould-free home in a supportive community. I am sure the Minister will agree with that point, so I would like to conclude by asking him to respond to some questions about the functioning of the contract as it currently stands.

Will the Minister update the House on the current situation regarding outstanding calls and issues raised? How confident is he that all the data on those calls has been captured, given the issues I have recounted of problems not being recorded or being lost in the hand-off between the two companies? What is the long-term plan to deal with the issue of empty properties falling into disrepair and out of use altogether? Does the Minister believe that the current contract structure is commercially viable in the long term, given the unanticipated additional resource that the contractors have had to commit to resolving backlogs and dealing with the additional hand-offs within the process? Is there a deadline by which he expects these contracts to be operating on an acceptable “business as usual” basis? Has he considered restructuring and renegotiating the contracts, given the obvious operational difficulties that have been experienced? Finally, is he able to quantify the additional cost to taxpayers of dealing with the problems that have occurred over the last year?

I am grateful to the Minister for his time at this late hour on a Monday, and to Mr Speaker for granting a debate on an issue that I know is of the utmost concern both to the service families currently based in North Shropshire and to those elsewhere in the UK. I look forward to the Minister’s response.