Armed Forces: Housing
(asked on 25th May 2022) - View Source
Question to the Ministry of Defence:
To ask the Secretary of State for Defence, how many complaints his Department received on service accommodation in each month in (a) 2021 and (b) 2022.
The table below shows the number of complaints by month for UK Service Family Accommodation since January 2021:
Month | No of Complaints |
Jan 21 | 534 |
Feb 21 | 578 |
Mar 21 | 491 |
Apr 21 | 477 |
May 21 | 486 |
Jun 21 | 578 |
Jul 21 | 548 |
Aug 21 | 561 |
Sept 21 | 585 |
Oct 21 | 590 |
Nov 21 | 646 |
Dec 21 | 603 |
Jan 22 | 559 |
Feb 22 | 519 |
Mar 22 | 577 |
Apr 22 | 867 |
The information for complaints received for Single Living Accommodation is not held centrally .
There was an increase in complaints in April 2022. This is because the new Future Defence Infrastructure Services (FDIS) Accommodation contracts came into service and legacy complaints from the previous National Housing Prime contract were transferred over.
Complaints are initially administered by the relevant industry partner, who will seek to find a resolution. If the complainant is not satisfied by the response and wishes to escalate or appeal against the outcome, they can escalate it to the Defence Infrastucture Organisation to be dealt with as a Stage 2 complaint. The average complaint conversion rate from Stage 1 to Stage 2 is 4.2%.