Service Families Accommodation - Next Generation Estates Contract (NGEC)
National Housing Prime Contract
It was announced in May 2014 that CarillionAmey Ltd (CA) had been chosen to deliver the new National Housing Prime (NHP) contract which is part of DIO’s Next Generation Estates Contracts (NGEC) programme. This will replace existing maintenance contracts for Service Families Accommodation (SFA) in the UK.
What does it mean to the Service Person?
The SFA occupant should notice little difference to their Move In, Move Out, estate management and repair and maintenance experience. However, there will now be common move in and out standards across UK, multiple jobs addressed on one maintenance visit, a simplified repair authorisation process, and quicker turn round of SFA between occupants.
NHP will introduce various changes to current SFA service levels at a national level, including:
·One telephone number (0800 707 6000, which is the same number as the existing maintenance helpdesk inEnglandandWales) and an enhanced website for all enquiries and information eventually with the ability to report and track repairs online, supporting a quicker and more responsive service. The CA Helpdesk will be located in Speke, Liverpool and will handle all aspects of the service. Local customer service centres will be based around the country to provide face to face service and support.
·An end to end service from application through to allocation, Move In appointment, furniture and carpets, provision of maintenance, improvement and Move out. Clearer definition of common standards for Move In and Move Out.
·Customers will be expected to take a greater role in the process, giving you the power to sign off work, such as agreeing that CarillionAmey is meeting the required standards at Move In or that repair work has been completed. You will be given guidance to help you do this.
·Improved management of void properties by the contractor, including faster and more targeted preparation so that homes are ready at Move-In. The contractor has greater freedom to fix appropriate issues without seeking further approval up to £5000 for maintenance and £15,000 for preparing properties for allocation.
·An enhanced occupant satisfaction survey covering all aspects of delivery. 25% of assurance checks will be by an independent company
·Introduction of a pre payment cleaning scheme for Move Out with preferential rates including a carpet cleaning and repairs service.
·Text messages 24 hours before appointments and calls an hour before the appointment if requested.
The in service date (ISD) for Scotland and Northern Ireland is 1 November 2014; the ISD for England and Wales is 1 December 2014.
Online accommodation applications through DII (http://selfpref-02.domis.r.mil.uk/e1132/) will continue to be expected. In the future report maintenance issues may be reported online as well. An aspiration to move to the Internet is also planned.