Lincoln Military Housing president Jarl Bliss describes the series of reforms his company is instituting to improve service in The Virginian-Pilot:
We agree fully with the Sept. 24 editorial published in The Virginian-Pilot and Daily Press, officials and most importantly, our servicemen and women the quality of their housing and customer service must get better. That’s why we at Lincoln Military Housing have instituted a series of reforms to improve service and are working with our military partners and congress on programmatic reforms. Our strategic plan is focusing on four key areas identified by residents:
- Greater communication/transparency
- More accountability and oversight
- Clear protocols/procedures to address mold, pest, and other issues
- Dispute resolution
To improve communication, we created another oversight position exclusively accountable to residents to ensure all homes are of good quality. We expanded resident advocate roles, where residents who do not work for Lincoln intercede to improve communication and facilitate resolution.
We have also met with many families, the Military Officers Association of America and the National Military Family Association, to gather recommendations for improvements.
Lincoln also offers to residents a mobile app to simplify placement and track service requests.
To encourage feedback, we now offer residents an anonymous service survey at LMHSERVICE.com in addition to surveys conducted at move-in, work order completion and at move-out.
We have also instituted a door-to-door outreach program where our employees connect with residents to gauge satisfaction multiple times a year. If residents are away, they are invited by letter to contact Lincoln staff with any concerns or suggestions. …
…We realize we have more work to do to regain the trust of many residents, but we are committed to transformational change and providing a high level of satisfaction to the military families we have the honor to serve.