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Improved Customer Service, Satisfaction at Pax River's Military Housing



Since February of this year, when the Navy took immediate action to increase oversight and hold public-private venture (PPV) partners accountable for timeliness benchmarks and improved customer service, Lincoln Military Housing (LMH) at NAS Patuxent River has responded to the call.

In recent months, LMH has fully staffed its maintenance department, which completed 780 work orders in the month of August and another 730 work orders in September, while still keeping up with the demand for emergency and urgent tickets.

“With the addition of new staff, which means a quicker response, Lincoln Military Housing is receiving higher marks on their Satisfacts surveys,” said Ross Keene, housing director for Pax River, referring to the survey emailed to residents after each work order is completed. Keene is the DoN representative who serves as a liaison between military housing residents and LMH.

Keene also noted that semi-annual preventive maintenance such as checking HVAC systems, smoke detectors, and various other conditions to ensure there are no issues within the home is underway, starting with Challenger Estates. Power washing of the homes in Glenn Forest, Lovell Cove, Challenger Estates and Columbia Colony has been completed by a third-party contractor, and tree trimming was also done within those neighborhoods.

LMH has gone from over 800 backlogged service tickets to less than 100 since February, when new LMH District Manager Gina Edwards came aboard, and Keene credits her for much of the improved effort.

“Gina came in at the height of it and we can see a significant difference since she arrived,” he added. “LMH is almost fully staffed now and has been putting the right people in the right spots, with good leadership guiding the way. Everything is lining up perfectly.”

“We want to reiterate that resident satisfaction is our goal,” Keene said, “and we’re all working together - DoN and Lincoln - to try to assure the residents that their needs are our priority.”

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