Findings pleasing, says DHA

By Ben Caddaye

THE Defence Housing Authority (DHA) has received positive feedback from a recent review of its performance in delivering relocation services to Defence members.

The Performance Review in relation to the Relocation Services Agreement found that DHA had exceeded the minimum service requirements in the majority of areas.

Conducted in February to coincide with the peak posting period, when a large number of relocations occurred, the review was overseen by the Director of Relocations and
Housing and conducted by a team of consultants and staff from Defence and DHA.

DHA exceeded the minimum service requirements in areas relating to complaints management, accuracy of entitlement calculations, timeliness of relocation allowance payments and timeliness of reimbursable allowance payments.

DHA managing Director Keith Lyon was pleased with the findings.

“This review indicates that DHA has been highly successful in taking on a major new business line and, in the space of 18 months, making it an efficient customer service operation,” Mr Lyon said.

“Importantly, it shows that DHA has learnt quickly from its mistakes and, through the introduction of the case management system and the HomeFind Internet system, we have been able to integrate relocation and housing, with members selecting their own house and moving door-to-door in most situations.”

Mr Lyon said the review was particularly relevant, as DHA’s performance had been under scrutiny since it started providing relocation services in July 2001.

Head of the National Operations Division Ken Moore congratulated DHA staff, noting the “very significant improvement made in delivering services to meet ADF members’ needs, particularly over the peak posting period”.

Although the bulk of the feedback was positive, Mr Lyon conceded there was still room for improvement in a number of areas.

“DHA needs to increase its stock levels in a number of locations and improve the procedures for assisting ADF members to find accommodation,” he said.

He said the residential market was very tight and this had effected DHA’s capacity to renew expiring leases, introduce new leases and purchase and build new homes.

He also acknowledged that many DHA staff required further training and experience.

“These areas are being addressed and the feedback that is obtained through surveys and complaints is proving to be very helpful,” he said.

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