WASHINGTON — The Army released results from the 2022 annual housing tenant satisfaction survey, which indicate a slight decrease in customer satisfaction for residents of privatized, government-owned and government-leased housing on Army installations. Survey respondents identified issues related to maintenance services – including response times, communication, follow-up and long-term solutions – among their top concerns.
The Army will use the survey results as one of several tools to continue identifying ways to improve housing conditions by enhancing communication with residents, creating and prioritizing action plans to correct deficiencies, and identifying items that are most important to residents. Army leaders will hold privatized housing companies accountable when they fail to deliver comprehensive, quality services to Soldiers and their families.
“I want to thank every Soldier and family member who responded to the survey. We had the highest response rate we have ever had,” said Michael E. Reheuser, Director of Installation Services. “The survey responses are consistent with what we have been hearing directly from Army families over recent months about the challenges that have occurred in Army housing at some installations. Army senior leaders remain personally committed to providing safe, quality housing on all Army installations.”
Results of the 2022 annual housing tenant satisfaction survey included:
- Privatized housing received an overall satisfaction score of 73.7 out of a possible 100 points, a slight decrease of 1.7 points from 2021 survey results.
- Army-owned or leased housing achieved an overall satisfaction score of 72.3 points, a slight decrease of 0.6 points.
- Twenty-six installations with privatized housing saw decreases in their scores, while 16 increased their scores.
- Twelve installations with Army-owned or leased housing experienced increased scores, while 11 decreased.
- The five installations that offer privatized housing for unaccompanied Soldiers received an overall score of 86.6 points, with three showing increases and two decreases since 2021.
“This firsthand input will be critical to us as we continue to tackle the issues that were identified,” said Reheuser. “We will thoroughly analyze the responses to make sure our ongoing efforts to solve housing problems are on the right track – and to find new solutions. The Army will be transparent in communicating how we are addressing the survey responses. Our people are our No. 1 priority, and making sure Soldiers and families have safe and quality housing is a no-fail mission.”
The survey response rate for residents of privatized housing was 29.9%, an increase over 2021, with 23,561 residents responding. For Army-owned or leased housing, 2,350 residents responded for a 25.2% return rate, a slight decrease from the previous year. Among the five installations that offer privatized housing for unaccompanied Soldiers, there was a 35.4% response rate, an increase from 2021.
The Army is investing billions of dollars to improve barracks and on-post housing at installations across the globe to provide Soldiers and their families with quality, safe and secure housing and a better quality of life. The Army has fully implemented the Tenant Bill of Rights to further protect Soldiers and families and has established new incentive-fee metrics to hold privatized housing companies accountable for maintenance and customer service. In addition, the Army will include revised language in any new ground lease to require housing companies to ensure they are meeting their obligations, including by complying with quality assurance plans.
The survey was conducted by CEL & Associates, Inc. – an independent, third-party firm – using standardized questions prepared by the Department of Defense across all military services. An online survey link was emailed on Jan. 11, 2022, to more than 90,000 residents living in privatized, government-owned and government-leased housing on Army installations across the globe. Participation in the annual survey is voluntary and confidential – no personally identifiable information is shared with DoD or privatized housing landlords.
Additional information on the survey results is available at the U.S. Army Quality of Life microsite.