Army Secretary Ryan D. McCarthy, Secretary of Defense Mark T. Esper and secretaries from the other military branches met with senior executives from private housing companies to further improve privatized housing for Service members and their families.
“Our most important obligation as Army leaders is to take care of our people,” McCarthy said.
Topics included adopting a common framework for dispute resolution; increased training for installation commanders; ensuring commanders are increasingly involved with housing issues; improving housing market data to make BAH rates more accurate and relevant; and implementing a new framework for awarding incentive fees to hold property managers accountable for responding to work orders, better quality work and increased resident satisfaction.
“Incentive-fee awards should reflect the experiences of our Soldiers and their families at the installation level,” said Gen. Gus Perna, commander of Army Materiel Command. “The revised criteria will allow me to incorporate residents’ concerns and feedback from installation leadership, adding another layer of accountability.”
Army senior leaders and housing company executives also discussed future investments to improve on-post housing. The companies have already committed more than $500 million, and the Army will continue to work with them to bolster long-term investments.
The improved incentive-fee structure and recapitalization initiatives are two of many steps the Army and the private companies have taken this year to improve privatized housing. Others include implementing quarterly town halls at installation to hear residents’ concerns; establishing 24-7 telephone hotlines at every installation; hiring additional quality-assurance/quality-control personnel; inspecting 100 percent of homes between occupancy; conducting online housing-satisfaction surveys, and developing phone apps to allow better communication flow with residents on work-order status and completion.