Question to the Ministry of Defence:

To ask the Secretary of State for Defence, what recent steps the Government has taken to (a) improve the complaints process for families living in service family accommodation and (b) ensure that complaints are dealt with (i) quickly and (ii) effectively.

The Department has taken a number of significant steps to improve the complaint process for families living in Service Family Accommodation (SFA), for example;

• Service Families are now contacted by a National Service Centre (NSC) representative to discuss their complaint within one working day of receipt, against a KPI of five working days.
• Further the NSC has increased complaint handling resource and do not close the complaint until Regional Accommodation Management Services (RAMS) confirm the repair has been completed and more importantly, the family confirm the works are completed and that they are satisfied.