Amey and DIO reflect on a year of changes and look ahead to 2019

Tim Redfern, Amey Director of Defence, and Air Commodore Wendy Rothery, the Defence Infrastructure Organisation’s (DIO) Head of Accommodation, have been reflecting on the past year’s achievements, and looking forward towards 2019.

Last year has seen significant change across the National Housing Prime (NHP) contract following the liquidation of Carillion and the transition into wider Amey business. It was very pleasing to note that those events did not impact directly on our customers, who continued to benefit from an improved, and sustained, delivery performance, especially around response maintenance. This has fed through to a welcome reduction in the number of Stage 1 Complaints, and an increase in customer satisfaction levels.

Naturally there have been other challenges to deal with, especially with the supply chain in the South East. In addition, and highlighting the emotive aspects of accommodation, a number of stories have been reported in national and local media, as well as continued Parliamentary interest. When dealing with such matters, it is important to remind ourselves that our output is in direct support of operational capability.

We have a great team working to provide that support to Service families, and this has been recognised in different ways during the course of the year:

  • Amey achieved ServiceMark accreditation from the Institute of Customer Service (ICS), a clear acknowledgement of commitment to delivering excellent customer service;
  • DIO Accommodation refocused their efforts in line with the Future DIO programme;
  • Our teams are jointly taking forward Collaborative Working under ISO 44001 accreditation;
  • We have absorbed significant additional in-year funding to deliver further improvement works;
  • We have continued with digital transformation, thus enabling quicker and easier communication for our customers

Looking to the future, our respective teams are preparing for significant unit moves in 2019. During the year, the drawdown of troops from Germany will see the move of 4000 Service personnel and family members back to the UK. More than twenty unit moves will see around 1500 Service Family Accommodation (SFA) allocations and associated void preparation and move appointments across the four regions of the National Housing Prime contract.

2019 will also see the sub-let programme continue, and there may be some adjustments to the SFA eligibility criteria which could increase demand. Through a series of joint improvement activities, we will continue to focus on reducing complaints, particularly those of a complex nature, and on delivering response maintenance and project spend to improve the overall habitability of the estate. Finally, we will build on the opportunities for greater collaboration between our respective teams to provide further benefit for Service families.

Imagery and source: Amey Defence Services 

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