(2) what defects there are in service family accommodation at (a) Calvary Crescent, (b) Broom Farm Estate and (c) Gratton Drive in Windsor; and what the (i) timetable and (ii) budget is for repairs to each;
(3) how often Modern Housing Solutions carries out customer satisfaction surveys; and when Modern Housing Solutions last conducted customer satisfaction surveys in Windsor;
(4) what assessment he has made of the effects of Modern Housing Solutions on the level of maintenance of service family accommodation.
The Housing Prime Contract (HPC), which covers the maintenance and repair of some 45,000 Service Family Accommodation (SFA) properties in England and Wales, has been delivered by Modern Housing Solutions (MHS) since 2006.
MHS provides a comprehensive service and continues to show a sustained level of performance against contractual targets. Over the last 12 months the following percentage of emergency, urgent and routine repairs were completed within the agreed contractual timescales.
Repair type Agreed timescale Percentage completed in timescale Emergency Attend within three hours 99 Urgent Attend within five working days 85 Routine Attend within 20 working days 91
Percentage completed in timescale
Attend within three hours
Attend within five working days
Attend within 20 working days
The HPC streamlines the number of contracts and the supply chain, provides consistent processes and standards, allows for a single set of management data to assess performance, and the introduction of a 24-hour 365-day free phone helpdesk to provide a single point of contact for occupants.
MHS regularly surveys occupants by phone, via its website and through the completion of written questionnaires. Over the last 12 months, some 94 per cent. of occupants surveyed were satisfied with the service provided by the helpdesk and over 90 per cent. with the repair and maintenance service.
A breakdown by location of the number of complaints received, the level of customer satisfaction, the time taken to complete repair jobs and the budget or actual cost in each case cannot be readily identified from the overall data.
A list of all defects reported for SFA at the requested locations in Windsor is not held centrally and could be provided only at disproportionate cost.
(2) what performance indicators have been set for Modern Housing Solutions in respect of its work on defence properties; and what assessment his Department has made of its performance against these targets in the last 12 months;
(3) what assessment has been made of the performance of Modern Housing Solutions in relation to its work at RAF Benson in the last 12 months.
Modern Housing Solutions (MHS) undertake a wide variety of repair and maintenance work on behalf of the Ministry of Defence (MOD). Key performance indicators relate to agreed contractual timescales for repairs. MHS are required to attend all emergency repairs within three hours and to make safe within 24 hours, to attend all urgent repairs within five working days and all routine repairs within 20 working days.
MHS regularly publish details of their performance against these and other targets on their website under ‘Progress Info for Occupants’:
In addition, MOD staff in Defence Estate, MHS and Station representatives meet at RAF Benson on a regular basis to review overall performance and any issues or areas, concerns or problems with specific locations would be discussed at that time.
While MHS record all complaints received, a breakdown by location cannot be readily identified from the overall data.