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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 suc
cessful in taking on a major new business line and, in the
space of 1 8 months, making it an efficient customer serv
ice 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 peri
od".
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 prov
ing to be very helpful," he said.
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