Oral Answers to Questions

Stewart Malcolm McDonald Excerpts

Monday 15th January 2018 Commons Chamber

[Stewart Malcolm McDonald (Glasgow South) (SNP)]

On behalf of the Scottish National party, I welcome the new Minister, the Under-Secretary of State for Defence, the hon. Member for Aberconwy (Guto Bebb), to his place. In response to an earlier question on CarillionAmey, it was stated that military families should not see a difference in the service they receive. Is it not the case, however, that they should see a difference? The 1,500 calls per day that the hon. Member for South West Wiltshire (Dr Murrison) mentioned earlier should tell us that something is deeply wrong with this private contract.

[Mr Ellwood]

First, I extend my welcome to the Under-Secretary of State for Defence, my hon. Friend the Member for Aberconwy, the new procurement Minister. He is very welcome indeed. In relation to the hon. Gentleman’s question, we need to understand what those calls are. If someone is phoning up to get a lightbulb replaced, does that mean that they are dissatisfied with the service, or do they simply need a new lightbulb? Let us be honest about what those calls actually are. A process also exists so that when someone is prevented from, say, getting a new lightbulb, they are compensated for the inconvenience caused.

[Stewart Malcolm McDonald]

Let us be serious here. We know that this is not about lightbulbs. It is about people’s hot water going off and their having to wait weeks to get it fixed. Is it any wonder that fewer than half our service families are happy with the current accommodation model? When does the Minister plan to get a grip of this and end the dreadful service that companies such as CarillionAmey are giving to military families?

[Mr Ellwood]

The hon. Gentleman is absolutely right; it should not be flippant about something that is so important. I should explain, however, that an awful lot of calls come through that relate to the everyday management of these locations. Yes, there are occasions when someone’s boiler has gone and we need to ensure that the individual family is compensated. Under a former Defence Secretary a couple of years ago, we called the company in to say that standards were slipping and needed to be improved. The satisfaction surveys that have come back since then show that there has been a dramatic increase, but yes, we still need to keep working at this.