Source · Select Committees · Defence Committee
Recommendation 9
9
Accepted
Summarise findings and outcomes of MOD complaints policy review in report response.
Conclusion
We understand that MOD were conducting a review of the complaints policy and process, and of the quality of contractors’ responses to complaints to improve the customer experience. We trust that work on this review is now complete and ask the Government to summarise its findings and outcomes in their response to this Report. (Recommendation, Paragraph 60)
Government Response Summary
The government committed to devising a new two-stage complaints process, accepting that the current system is inefficient, to provide quicker resolution for Service Personnel and their families. This new process is currently being developed and is not yet finalised.
Government Response
Accepted
HM Government
Accepted
The MOD agrees with the conclusion and accepts recommendations 8 and 9 which is critical for enhancing the customer experience for Service Personnel and their families. In this context, the role and responsibilities of Housing Officers becomes pivotal. Housing Officers serve as the primary point of contact for Service Personnel and their families, guiding them though the complexities of housing options and ensuring they have access to the resources and support they need. There are no current plans to move the Housing Officer role away from Pinnacle; instead, the DIO will be working with Pinnacle to review the effectiveness of the Housing Officer role and ensure that it is delivering as specified at the outset of FDIS in accordance with the National Accommodation Management Services Contract. Throughout 2024, the DIO and its IPs have been engaging with Service Personnel and their families at SFA Roadshows in locations across the UK and are already acting on feedback. One initiative was to establish Joint Area Offices to make it easier for families to contact their local Housing Officer for support. These are being established at locations across the UK. The MOD accepts that the current complaints process is inefficient and a new process is being devised that proposes to shorten the process to two stages, in line with the Housing Ombudsman’s direction that landlords should only have a two-stage process (no more/no less) instead of the current three, so that Service Personnel and their families are provided with quicker resolution. Work continues within the Customer Experience Forum to improve the customer journey with regards to complaints. The process is not yet finalised and must be agreed through the appropriate governance channels.