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June 2011

The key activity this quarter has been the work-up to the launch of our on-line surveys to supplement the live workshops being conducted at unit level. The surveys went live on 1 Jun and early indications are that family members are happy to provide evidence via this route. We take this opportunity to thank the AMPBT for their outstanding support of this initiative, promoting our surveys at the end of their presentations and handing out passwords to family members.

The launch of the Armed Forces Covenant was a welcome step forward in the work to ensure that wider society and Government at large recognises the unique nature of Service life and takes action to remove disadvantage incurred by the Armed Forces community where possible. Our continuing membership of the Covenant External Reference Group provides an ideal platform from which to influence work across Government Departments on behalf of RAF personnel and their families. The Group’s visit to RAF Benson in mid Jun was a great success, allowing Advocates and officials the chance to gain a better appreciation of the challenges of RAF life.

High Level Activity

Meeting with the Adjutant General

The quarter started off with an unprecedented tri-Service Federation meeting with Gen Manns, Adj Gen, at his HQ in Andover. The General had a very good grasp of family-related issues from an Army perspective and wanted to compare and contrast these with the issues being reported by Naval and RAF families. Whilst common themes were identified, the nuances between the 3 Services and their respective families were explored in what proved to be a very useful and interesting meeting.

Launch of NHS Armed Forces Network

As follow-up work to the Service Personnel Command Paper commitments on health-related issues impacting on Service families, the NHS held a Conference in Apr, hosted by the RBL, to launch its new network of advocates across England. We welcomed the opportunity to learn more about this initiative and are pleased to see a team of contacts within each PCT to whom we can turn for advice as and when required.

Armed Forces Covenant

The publication of the Armed Forces Covenant and its documents marked a significant step forward in identifying the level of commitment the current Administration is prepared to give to the Armed Forces community. We look forward to seeing similar publications from the Devolved Administrations in Scotland and Wales and will continue to contribute as external members to the re-named Covenant Reference Group.

The meeting of the Group at RAF Benson in mid Jun 11 identified a way forward for the staffing of the first annual report, required under the Armed Forces Bill, and we will be contributing our views as to what should be covered in the report, how it is evidenced and how we measure progress against the commitments made.

We were pleased to see the formal launch of Community Covenants in Oxfordshire, Hampshire, Yorkshire and Gwent in Jun 11 and hope other counties and communities will follow suit. Whilst fine words and public launch ceremonies are all well and good, the 'proof will be in the pudding', and we will be very interested to hear from families living in these areas as to whether there is a tangible difference in the level of support and recognition being offered to them by local authorities and the community.

Issues that we discuss on a regular basis with the Reference Group members include, inter alia: cross boundary support to children with Special Educational Needs; transfer of IVF entitlements across PCT boundaries; and the impact of overseas service on families, ranging from car insurance no claims premiums, to BFPO addresses and access to benefits, training and employment for non-serving family members.

Review of CEA (Board)

We have been invited to an advance briefing on the outcome of the CEA (Board) Review but, owing to Ministerial diaries, this announcement in the House has been delayed. We intend to publish the outcome of the Review on our website just as soon as permission is granted and we expect a high level of interest in this report.

CEA (Board) policy is creating significant stress for a number of families who have engaged with us this quarter and we remain concerned about the impact some of the more complex appeals cases is having on families faced with large debts, often (as far as we can tell) incurred in good faith.

Future Accommodation Project

We continue to monitor progress being made by the MoD Future Accommodation Project team and are pleased to be contributing to the evidence being considered as part of the customer requirement.

Our interactive Future Accommodation survey has been copied to the other Families Federations (at no charge!) and all 3 are now asking similar questions to inform the Project. We are aware that other MoD teams are working up New Employment Model work strands that could have an impact on personnel and their families in terms of stability/mobility, pay and benefits, etc; we stand ready to contribute to any of these if required.

Next Generation Estates Contract

We continue to monitor developments within the DIO as they work towards the NGEC. We were invited to observe an NGEC Industry Day at Brampton and have been invited to sit as stakeholders on the NGEC Consultation Group to ensure that the new contract takes full account of what we term the 'customer journey'. We are keen to ensure that the many lessons learned since the letting of the original housing maintenance contract with MHS are taken on board and that the new contract capitalises on the opportunity to deliver enhanced customer service to the many Service personnel and their families occupying Service-provided accommodation.

A meeting with senior DIO staffs in May ensured we were fully briefed on current progress and future plans, and all 3 Federations welcome such regular and open contact with the DIO senior housing staffs. The introduction of single-Service 6-monthly briefings at HQ Air have also been welcomed, enabling the Federations to meet with the RAF Housing Col, CEstO and DIO/MHS staffs to discuss RAF-specific housing projects.

Themes Arising from the Evidence Databases

In addition to the issues recorded on our main Database, we also provided advice and guidance to other families who sought general information. Their enquiries were recorded on our Signposting database. At any one time, the Federation team have an average of 70 live cases. Some can be dealt with relatively quickly and closed down, others take months, if not years, to monitor through to a satisfactory outcome for the family concerned.

HOUSING

General There has been a 20% rise in the number of housing concerns during this period. Reported issues have once again centred on the allocation of SFA and the policies which define entitlement to SFA. We continue to receive evidence of growing concern/resentment for some families who do not meet the current criteria because of their marital status. Fewer reported issues have been attributable to MHS during this quarter but those that have arisen have been of a more significant and serious nature. Recently introduced regular meetings between the Evidence Assistant (Housing) and the MHS focal point Customer Care Manager has created a system which pinpoints problems and enables rapid resolution by MHS staff before the situation deteriorates into what previously might have caused a 'standoff' between MHS and occupants.

We continue to attend a full range of Housing meetings with DIO and MHS including the Joint Housing Comms Board, meetings of Area Housing Managers and the Next Generation Estates Contract (NGEC). We have been co-opted onto the influential NGEC National Housing Prime Consultation Group where, as a stakeholder, we are briefed on NHP issues and progress and offered the opportunity to express our requirements and views. We have also been invited to attend the NGEC Industry Days and subsequent contract stages. Our views on the restructuring of the DIO and, in particular, the Working Group on Self Allocation have been canvassed and represented. We have been briefed on the MHS London Improvement Plan. Whilst our role is not significant, it has enabled us to gain a better understanding of the plans and process which in turn enables us to better explain to the families what is likely to change.

There has been a substantial increase in problems reported in the Eastern and Scottish regions. Those of the Eastern region are predominantly those relating to welfare/medical/compassionate cases, 'disastrous' move-ins and staff attitudes towards the occupants. Cases in the Scottish region are exclusively those of the 4-Tier Grading process and lack of effective communications.

Housing Policy Policy issues this quarter centred on 2 key areas:

Entitlement to SFA for those currently not entitled: Divorced parent of young children; co-serving couple both seeking PStat 2 status; family size versus number of bedrooms; and entitlement during secondment duties.

Re-grading of SFA: based mainly on lack of understanding by occupants of the policy; lack of warning of a re-grading programme; and fears about affordability of upgraded accommodation.

MHS Issues MHS-related issues ranged from: safety checks in SFA; mouse infestation, and poor Move-in standards resulting in a 'filthy house' being handed over as fit for purpose to the occupant. As always, the Federation team engaged at the most appropriate level within MHS to ensure that communications between contractors and occupants improved and appropriate complaint processes followed.

DIO Issues DIO-related issues this quarter focussed on HIC performance.

As well as the main housing concerns highlighted above, we also received evidence from families regarding:

The apparent lapses in effective communication between DIO Ops Accommodation, MHS, the occupant and all combinations thereof.
The time taken to approve and allocate SFA to families with Special Needs or Disabilities and the occasionally insensitive manner in which vulnerable cases are resolved.
Missed appointments, maintenance staff attitude/behaviour, and quality of advice given by maintenance staff.

PERSONNEL AND FAMILY ISSUES

Continuity of Education Allowance (Board)
We have been contacted by a number of families who have concerns regarding their eligibility to claim the Continuity of Education Allowance (CEA (Board)). It is apparent that a number of personnel who have submitted their Eligibility Certificates for authorisation are now being told that they no longer meet the necessary criteria and are therefore not able to continue claiming. For many, this is a result to the fact that the Manning staff are now having to certify that personnel are not deemed to be mobile, using the assessment that the Serviceperson is considered to be more than 50% likely to be posted to another unit within 50 miles of their current unit within the next four years. From our casework, this appears to be having a particular impact on those located at Benson, Brize Norton and Odiham.

Other families have approached us for advice as they are facing huge bills for the repayment of CEA; in some cases as much as £50,000 recovery. Some of these cases relate to interpretation of Involuntary Separated service status, which may not have been appropriately authorised some years before and is now being challenged by the audit process. Personnel have told us that they claimed the allowance in good faith, and have produced supporting documentation which indicates that they had been authorised to make claims by their units.

It is apparent that a review of all CEA claims is being conducted but, from some of the cases we have seen, it appears that the MoD is applying 2011 rules to 2007/2008 claims, which we believe to be unfair. What seems to be being sacrificed here, is the very continuity of education that the families believed they were securing by committing to the CEA route. Having placed their child(ren) into a boarding environment, some families are now extremely reluctant to withdraw them and are facing paying the fees without MoD support rather than disrupt their children’s education.

The Federation has sought clarification of the policies relating to CEA and presented a number of questions, which were based upon the concerns raised by individual families, to all of the key organisations involved in the process. The intent was to use the feedback we received from the MoD policy staffs, CEAS, the Manning staff at HQ Air Command, and SPVA staff as the basis for an article for our magazine, which could then inform families across the Service. Unfortunately, we did not receive appropriate advice from all of these organisations in time for inclusion in our summer edition of Envoy and we are now trying to collate the information in readiness for an article in a future edition.

The Federation is currently awaiting the announcements regarding the Review of CEA which has been conducted by Mr Martin Fuller and his team. Whilst we acknowledge that some changes are needed to ensure this expensive allowance is targeted appropriately and cost-effectively, we will continue to campaign to ensure that the primary reason for CEA is not forgotten.

Impact of Deployments
During this quarter, we have spoken to a number of families who are facing problems with childcare during periods of deployment. In several cases, the parents are co-serving but are facing problems organising appropriate childcare owing to the inflexible working patterns of the non-deployed parent. Lone-parent families have also told us that they have been advised by their chain of command/Station staffs that they might have to consider placing their children into the foster care system in order to meet their operational commitments. Families have asked how this advice falls in line with the RAF’s People Campaign Plan and the Senior Leadership Team’s reported commitment to their personnel and families. Whilst we recognise that childcare is a personal responsibility and that all serving parents are required to make appropriate arrangements to meet their worldwide Service commitments, we wonder if this trend will continue and create retention issues in the longer term.

Impact of SDSR
The Federation has noted an increase in the number of issues raised by families who are still facing uncertainty over the future of their units. We were contacted by families stationed at RAF Lossiemouth who were irate about the closure of a part-time childcare facility within the housing patch. We spoke to Station staff who fully explained the reasons behind the decision, the support they had already put in place for those few families who were affected by the closure and the future plans for the facility (it is intended to be used for a number of groups, which will benefit the whole community). However, having spoken to the individuals who had initially approached us, it is apparent that feelings are running very high at present in the local area and that any changes are being taken very personally. It is clear that the wider community is being affected by the ongoing Future Basing Study and families simply want to know what the future holds for them so that they can begin to plan accordingly. We believe that this uncertainty is replicated across the country in areas where other stations are under threat of closure or RAF withdrawal and we remain hopeful that announcements will be made as soon as possible so that families can start to plan for the future.

OTHER KEY ISSUES

As well as the main personnel concerns highlighted, during this quarter we also received evidence from families regarding:

The impact of the redundancy announcements on family life.
The impact that a permanent overseas assignment has on wider family life. Concerns included: the problems faced by older children who reach the age of 18 whilst still living abroad; the complications faced by those who claim childcare vouchers whilst in the UK who then wish to remain eligible during their overseas tour; and those non-serving family members who return to the UK to discover that their entitlement to allowances, such as maternity benefit, have ceased because they had been living outside of the UK.
The varying NHS policies in place with regard to eligibility for IVF treatment and the impact this has for those families posted between Primary Care Trusts.
The implications of a posting between Scotland and England on those children with disabilities and/or Special Educational Needs.

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