The Army’s Inspector General says that on-base housing residents were not satisfied with their community’s management. To rectify this, the Army has been researching and implementing solutions. Jordan Gillis, Principal Deputy Assistant Secretary for Installations, Energy & Environment at the U.S. Army, says that they’re changing how the branch views property management.
“That’s where we were that caused us to not see a problem. We had high occupancy in the 95 percent area, so we figured everything was good. We are now redoing our property management incentive fee plans. Those are the things that the property manager, the main resident interface, gets their profit from,” Gillis said. “Some of those emphasize things that, although important, really didn’t matter to the residents. For instance, meeting small business goals. Important? Sure. Does that really matter to a resident? I would say no. We have restructured the metrics that matter. The metrics that the property manager is judged on to emphasize the resident experience.”