Knox Hills No. 2 in country

For the past 12 years Fort Knox's Residential Communities Initiative, Knox Hills and Winn Residential Military Housing Services, the firm providing property management and maintenance services for Lend Lease's military housing portfolio, have partnered to provide quality on-post housing for military and civilian Families.

Because of the success of this partnership, Knox Hills received five A List Awards for the CEL Army Survey which was distributed earlier this year.

Soldiers and Families living at Knox Hills received the survey requesting feedback on their housing experience, and Knox Hills received a service satisfaction score of 87.8.

J.R. Cardin, the Fort Knox RCI project asset manager, his office monitors the partnership to ensure Knox Hills follows the guidelines of providing the services they said they would provide.

He added that an Army Family housing resident satisfaction is conducted at all installations regardless of it being RCI or privatized housing.

"The survey asked questions of the residents about their satisfactions with the quality of the homes, the quality of the property with the quality of the service that was provided and with the overall quality of their housing experience," Cardin explained. "Knox Hills did great. This (survey) was not sent out by them, it was sent out by the company. Knox Hills had a (46.2 percent) return rate on the survey which was the highest in the country for installations their size."

"When looking at our short and long term plans to support Families and maintain communities here at Knox Hills, it is important to understand how we are doing, and what is truly important to our residents," said Phil Wrobel, project director for Knox Hills. "The survey offers valuable insight on ways we can improve the living experience of the military Families (who) we serve including our property and maintenance services, as well as community programs."

Cardin added that Fort Rucker, Alabama, was the next highest with at 35 percent return rate on the survey.

Although Knox Hills received high overall scores, Cardin said they didn't fare well in the property category because the installation still has older homes.

"If 3/1 (the 3rd Brigade Combat Team, 1st Infantry Division) had not left we would have another 280 new homes," he said. "(That) construction was stopped (when they were inactivated). I believe our property score would have been much better with 280 new homes, (but) it was still over 81 percent."

Cardin pointed out that Knox Hills has a great track record with providing service to the installation. He added that they do a good job and that's not only reflected in this survey but the survey that RCI conducts each month.

"They respond well to service order requests--they take care of the problem," Cardin said. "This was unexpected, but it was a pleasant surprise we were No. 2 in the country."

He noted that this was all done while the occupancy rate went from 92 percent to 68 percent when 3/1 left. The rate has now increased to 76 percent.

The Knox Hills housing team continually seeks ways to better serve the Knox Hills' community and encourages real feedback from residents. This is a valuable tool that helps in determining areas that might be lacking.

"I am extremely pleased with the progress and improvement that the Knox Hills team has achieved since the last CEL survey that was performed here," said Sherry Silva, director of property management for Knox Hills. "I believe that the dedication, integrity and superior customer service that each team member at Knox Hills exemplifies toward every one of our residents is a true testament to the outstanding results we were able to achieve. Our primary objective is to provide all of our residents with the most exceptional living experience and have them enjoy being able to call Knox Hills home."

Cardin said providing good customer service to the installation is attributed to the great working relationship RCI has with Knox Hills.

"(Knox Hills) has continuity, and we have worked well together," he said. "Our goal and their goal is to take care (of) the Soldiers."

Additionally, Fort Knox recently received the Overall Installation Award for having a

consolidated score of 85 with a response rate of 20 percent or higher during the Department of Defense convention held at Fort Leavenworth, Kansas, in early September.

Editor's note: Knox Hills contributed to this story.