Lookout

CarrillionAmey provide a valuable service
to service personnel and their families; the
following pages contain useful information
about how they are improving this service and
how you can contact them with any issues you
may have.
Our Front Line Engineers
Delivering Your Repairs
Our engineers are on the front line. They are the face of
CarillionAmey, the key people who come to your homes
and fix your repairs. It’s really important that at the outset
of any appointment, they provide good customer care by
calling ahead to confirm appointments; are respectful of
your home and your belongings and tidy up when the
job is done. It’s also important that they have the right
qualifications and are security cleared so that you have
faith in them; and they are supported effectively by us so
that they can complete more repairs first time.
So who are these engineers and what do we expect of
them? For those families living in UK Service properties
maintained by CarillionAmey, we employ a wide variety
of engineers from multi-purpose tradesmen; plumbers;
heating engineers and specialists. All their qualifications
are checked, making sure they hold current trade
qualifications and they are all security cleared. For
example, all our gas heating engineers must hold the
nationally recognised gas safe qualification. Our specialists
come from companies that are subject matter experts in
their fields; pest controllers, damp specialists, lift inspectors,
play park specialists, chimney sweeps, radon and asbestos
specialists and street lighting and fire alarm specialists.
Sustain and Improve
Strengthening the links between
CarillionAmey and its customers
CarillionAmey are working more closely with Warrant officers to improve
customer service, which is resulting in positive feedback.
Warrant Officers are experts in their fields. They’ve lived and breathed
Service life for many years and understand the difficulties that Service living
can bring. Within the Housing environment, certain Warrant Officers are
highly trained to offer housing welfare support to members of the Armed
Forces and their families. In the Army, these are the Military Housing Liaison
Officers; in the RAF, the Station Community Support Officers; and in the
Navy, the Base Warrant Officers.
These Warrant Officers (WOs) are an integral part of the housing service
and are there to act as a point of contact for Service families who may be
going through a difficult time. On the whole, most families move in, out or
live in their Service properties without any issues at all, but for some families
this isn’t always the case. Some Service personnel or members of their
family may have a disability that makes living in their home more difficult or
perhaps they are trying to deal with anti-social neighbours who are making
their lives stressful. That’s where the WOs can step in. They work closely with
our local CarillionAmey staff and our team at occupancy services to ensure
that these families are given the extra assistance they need. By working
together, we can ensure that families are given the right support and the
right advice.
John Reynolds, Military Housing Liaison Officer in the North said “My role is
to act as a ‘go between’ for CarillionAmey and local families. CarillionAmey’s
occupancy services team always help as much as they can over the
telephone, but sometimes personal interaction is needed. In these cases,
myself and a CarillionAmey representative will visit the family in their home.
By working together we can ensure that the families understand how things
work, and what they can expect in terms of service delivery”.
CarillionAmey recognises the value of working closely with these WOs,
especially in more complex cases. By drawing on their guidance and
support, we can be confident that the housing decisions we make are
the right ones for Service families. Strengthening the links we have with
them will mean that families will benefit from better communication and
improvements in service delivery.
Some repairs are simply rectified and can be dealt with
swiftly, others take more time because they need thorough
investigation to determine the root cause of the problem.
Occasionally, this becomes an on-going exercise for
the specialist and they may need other engineers to
undertake additional work to assist them. Even with the
best scheduling, this can involve a series of appointments
and this inevitably impacts on you. This is never ideal but if
we can do our best to make sure that all our engineers are
efficient, polite, understanding and customer focused, it
can make things a little easier for you.
Our current improvement plan is aimed at making things
work more efficiently and with greater understanding of
your circumstances as Armed Forces families. To assist, we
are increasing the number of engineers in certain trades
and in areas where we have a shortfall. We are providing
better customer care training for all engineers and we are
monitoring and measuring our engineers’ performance on
their ability to call ahead to confirm appointments.
We know how important it is for us to deliver the service
you deserve and the performance of our engineers is
key. We would love to hear from you if you have good or
bad feedback on CarillionAmey engineers. For those who
have done a great job, it helps to give them a deserved
pat on the back for a job well done and to flag up best
practice to their colleagues. For those who have failed to
impress, it helps us to investigate what’s gone wrong, why
and what we need to do to drive improvement where it’s
needed. Please let us know about your experiences by
contacting us.
6 THE LOOKOUT
Boulmer issue 3 2016.indd 6 16/08/2016 11:50