Source · Select Committees · Defence Committee
Recommendation 5
5
Accepted
MOD's performance recovery claims demand demonstrable improvement in customer experience and trust.
Conclusion
The MOD’s claims of a recovery in performance need to be borne out in a demonstrable improvement in the customer experience and markedly increased customer satisfaction. Service families’ trust has been affected and the DIO and service providers need to demonstrate a genuine “family first” approach to earn that trust back. (Conclusion, Paragraph 45) 41
Government Response Summary
The government committed to launching a new website by Spring 2025 to publish SFA quality metrics biannually and quarterly assessments. It is also establishing collaborative Joint Area Offices, with plans for one in every area by the end of January 2025, to improve transparency and customer experience.
Government Response
Accepted
HM Government
Accepted
The MOD accepts the recommendation and agrees with the conclusion set out in 4 and 5. The DIO is working closely with its IPs, Families Federations and Service Personnel and their families to identify performance measures that better align with the aspirations of our Service families, their lived experience and drive improved service delivery. with Service Personnel and their families including the launch of a new website in Spring 2025, on which the DIO will publish its self-assessment of UK Service Family Accommodation (SFA) quality against the Regulator for Social Housing Consumer Standards biannually, alongside quarterly assessments of our compliance with the Ministry for Housing, Communities and Local Government (MHCLG)’s Decent Homes Standard (DHS), occupancy rates, and energy efficiency metrics, ensuring transparency and accountability in our commitment to maintaining high standards in SFA. Collaborative Joint Area Offices hosted by Housing Officers, have been established to further support Service Personnel and their families and are working on initiatives to elevate their voice. As of now, there is at least one Joint Area Office open in each region, with plans to have one operational in every area by end of January 2025. Additionally, Customer Experience families.