Question to the Ministry of Defence:

To ask the Secretary of State for Defence, whether he plans to take steps to improve customer service for (a) single living accommodation and (b) service family accommodation.

Improving Service accommodation is a priority for this Government. The Department is committed to improving customer service for Service personnel and families living in Single Living Accommodation (SLA) and Service Family Accommodation (SFA).

As a first step to improving Service life the Government will establish an Armed Forces Commissioner as a direct point of contact for Service personnel and their families, to raise issues including housing.

SLA

A SLA Expert Group, including Defence Infrastructure Organisation (DIO) and Top Level Budget (TLB) representatives and delivery teams, is continuing to evolve Defence Minimum Standard (DMS) measures to improve the quality of SLA.

If the DMS is not met and no other accommodation can be offered, charges for Service Personnel may be abated. A data tool that promotes consistency in DMS assessments is under development and is due to be completed by the end of 2024.

SFA

A review of contractual Key Performance Indicators is being initiated in recognition of the concerns raised by Service Families to ensure that they are aligned with and meet their needs. A joint DIO and contractor Case Management Team has been established to deliver targeted intervention for families by providing additional support where immediate action is required. The case management process aims to prevent issues from escalating into complaints.

Additionally, a review of the complaints process is underway to identify where the process might be improved and to make it easier for families to seek swift resolution of reported poor performance.

The attached table shows the number of open complaints made about SFA by Service Personnel since 2022.

As at 1 July 2024, the number of open complaints reduced to 539, down from the peak of 4,190 in early November 2022.