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Written question asked by Luke Pollard (Labour) on Monday, 15 May 2023, in the House of Commons. It was due for an answer on Thursday, 18 May 2023 (named day). It was answered by James Cartlidge (Conservative) on Thursday, 18 May 2023 on behalf of the Ministry of Defence.

Armed Forces: Housing

Question

To ask the Secretary of State for Defence, with reference to the Cabinet Office's key performance indicators data for October to December 2022, if he will explain what the key performance indicators (a) Customer Satisfaction and (b) Right First Time refer to in respect of the service family accommodation contract awarded to Pinnacle.

Answer

The table below details the key performance measures and what they refer to for Customer Satisfaction in respect of the Service Family Accommodation contracts awarded to Pinnacle:

Performance Measure Category

Performance Measure

Purpose

Performance Measure Category 5 Customer Satisfaction

Allocation satisfaction

To determine the overall level of customer satisfaction with the service received.

Move-in satisfaction

To determine the overall level of customer satisfaction with the service received.

Post Move-in satisfaction

To determine the overall level of customer satisfaction with the service received.

Move-out satisfaction

To determine the overall level of customer satisfaction with the service received.

Additional Needs and Disability Adaptations (ANDA) satisfaction

To determine the overall level of customer satisfaction with the service received.

Pinnacle does not have a ‘Right First Time’ measure.

Secondary information

Type
Written question
Reference
185111
Session
2022-23
Subjects
Armed forces Housing Standards Pinnacle Group
Contains statistics
Yes
Link
View this Written question on www.parliament.uk