Luke Pollard
MP for Plymouth Sutton and Devonport · Labour (Co-op) · United Kingdom
“As the Member of Parliament for Devonport, where we not only base-port but refit Type 23s, I know that many of those ships that have given decades of service are no longer able to provide the capabilities we need.”
“It is unlike the SNP to be so positive about defence, isn’t it? The Type 83 and Type 32 were PowerPoints—there was no budget attached to them. That is why in the defence investment plan we set out a plan for a common combat vessel and a hybrid Navy to fulfil the opportunities that the retirement of the Type 45 presents for us.”
“If the right hon. Gentleman is talking about a salary of up to £1 billion, he is cosplaying as the hon. Member for Clacton (Nigel Farage), isn’t he? Seriously, we are the third-largest cash spender in NATO. At the spending review next year, we will be setting out an increase in defence spending.”
“My hon. Friend really is the Member of Parliament for the Royal Fleet Auxiliary, as she is determined to champion it so frequently. She will have seen in the defence investment plan our commitment to the new generation of fleet solid support ships, and she will have seen the work that this Government have undertaken since 2024 to address…”
“I say seriously to the House that my hon. Friend has been an incredible advocate for Rosyth. I have met him on a large number of occasions, and he has been absolutely determined to talk not just about the potential of Rosyth, but about the professionalism of the men and women who work there and the opportunity for young people to have a c…”
“We inherited a situation where the north-east was the region with the lowest Ministry of Defence spend in the country and we have made it a mission to increase defence spending in the north-east. We have an incredible talent pool in the north-east, with brilliant defence companies both large and small doing brilliant work.”
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“In such circumstances, the general service welfare matters of the Armed Forces Commissioner would pertain to their experience subject to service law, but the Armed Forces Commissioner may wish to look at the rejoining aspect in due course, as part of a general service welfare matter for them as re-joiners.”
“It is another policy of this Government to create a new area where, instead of people having the binary status of being in the armed forces or not—and we recognise that many veterans face a real cliff edge in terms of their lived experience and career trajectories when they leave service—they can rejoin the armed forces, removing some of the current barriers that prevent them from being able to do so. That is an important part of being able to address the skills need, but we also recognise that in the modern world people may have careers, in uniform and out of uniform, that could be of benefit to defence. There could be an area of service where people serve, leave, serve outside in a civilian role, rejoin and do so likewise.”
“We have seen from the Etherton announcement today that that voice around the Cabinet table delivers real benefits for veterans in increasing the support available to them, but we need to ensure that this Bill is tightly drawn around the general service welfare needs of our armed forces and the people who serve in them. Having said that, let me show a little bit of parliamentary leg to the right hon. Member for Rayleigh and Wickford, in terms of where the Haythornthwaite review of armed forces incentivisation reforms could come into play.”
“I would like to—I think—welcome him as the shadow veterans Minister, because he shadows nearly every other Commons Minister, which is quite a lot of work for him. When we were in opposition, having a dedicated shadow veterans Minister—one was my hon. Friend the Member for Luton South and South Bedfordshire, who is now sitting behind me as the Defence Parliamentary Private Secretary—was important, because it gives due regard to the experience of the veterans. I hope that his party will be able to follow Labour when we were in opposition, and appoint a dedicated shadow veterans Minister, in whatever form that may be, in due course. I agree with the right hon. Member for Rayleigh and Wickford that this matter is important. The Defence Secretary sits around the Cabinet table representing veterans, and he does so very well.”
“In responding to the points made by the right hon. Member for Rayleigh and Wickford, I do not wish to belittle or disregard any of the veterans’ concerns he has mentioned or those in the wider community. The focus on armed forces personnel is really important. As such, his questions sit outside the broad brush of where we are for this Bill, but I entirely understand his passion. I am happy to take those questions back to the Department and ask the Minister for Veterans and People to write to him with further details, which is probably the appropriate way of getting the ideas that he requires. I gently point out that there is no shadow veterans Minister in the shadow Cabinet, a choice that could have been taken by the leader of the right hon. Gentleman’s party.”
“That means a standard payment of £50,000 for those LGBT veterans who were dismissed or discharged because of their sexuality or gender identity, with a further £20,000 for an LGBT impact payment, which depends on their experience of the ban. From the harrowing testimony of many LGBT veterans, we know how they were treated because of their sexuality or gender identity—disgusting medical interventions and imprisonment. Furthermore, we will provide additional support for restoration of rank, if lowering of rank was involved at the point of dismissal, and for correcting their service record. Today’s announcement was a substantial one, and I commend the Secretary of State for it. I thank Lord Etherton for his work and the Minister for Veterans and People for championing it so clearly from day one in office.”
“In setting out clearly where we are, however, I turn to some of the issues mentioned by the right hon. Member for Rayleigh and Wickford. First, I put on the record the importance of the contribution made by the hon. Member for Epsom and Ewell in the main Chamber just now—she was addressing the Etherton report. All the members of the Committee who were not in the Chamber—because we were here—will have missed the announcement made by the Secretary of State: we have adopted 42 of the 49 recommendations in the Etherton report and implemented them; we will have implemented all 49 by the end of the next year; and, for the shame brought on our society by how LGBT veterans were treated, we are increasing the amount payable to them recommended in the report by 50%, from a fund of £50 million to one of £75 million.”
“I thank the shadow Minister for his views on engagement with veterans commissioners. To reiterate, the purpose of the Armed Forces Commissioner is to shine a spotlight on and be an independent advocate for serving personnel and their families. Notwithstanding the really important contribution that veterans make to our communities—and our armed forces community—we are seeking to address the particular deficit of scrutiny on the issues affecting armed forces personnel because they are not allowed to take up the same channels to raise a concern as civilians are. There are preventions on them speaking to Members of Parliament and the media in the way that a civilian can. That is why we are addressing those particular concerns with an Armed Forces Commissioner, who will look at those personnel and their issues alone.”
“That would be a matter for the Armed Forces Commissioner, and the hon. Gentleman will have spotted that there is a clause in the Bill allowing the commissioner to invite views from whoever they see fit in the exercise of their duties. That may be something that the House of Commons Defence Committee wishes to interrogate further, or something that we should pick up once the commissioner’s office has been stood up.”
“That is part of the work to renew the contract between the nation and those who have served, but also to make sure that we have available to us as a nation not only a reserve force made up of those people who are subject to service law, but a strategic reserve made up of those people who have left but who—as the hon. Member for Spelthorne says—still await a knock at the door if required. That piece of work is ongoing. The legislation in relation to the Armed Forces Commissioner clearly deals with people affected by service law, not necessarily by a residual commitment. However, it would be up to the Armed Forces Commissioner, depending on the issue of the thematic investigation, whether he or she wished to invite the opinions of people who may sit outside of uniformed service, as well as of families.”
“I am grateful for that. The hon. Gentleman is inviting me to use the call-up powers that I have as Minister for the Armed Forces to pick and choose, which is certainly not how I would reflect those powers in a day-to-day operation. However, he raises a really important point, which speaks to the broader challenge of where we are with reserve forces. At the moment, there are a number of different categories of reserve forces to which a large chunk of legislation pertains, some of which may be relevant and some of which may need updating in order to deliver it. The Minister for Veterans and People is undertaking a piece of work at the moment to look at how we can do so.”
“At the risk of repeating myself, it would be for the Armed Forces Commissioner to determine interactions, but I would expect the commissioner to establish procedures for consulting and engaging with a whole range of armed forces communities’ representatives, including those who represent veterans’ communities. As we know, many veterans’ organisations have interests similar to those of the serving population, so I suspect that the commissioner themselves would establish those procedures. None the less, I am happy to include that in the note.”
“That has now been laid out to the House, and it sets out publicly that although the Ministry of Defence will provide my funding, it is not allowed to touch my cases, design my business plan, or tell me what I can and cannot do in pursuing the aims set out within the remit of my role. I would expect something similar with the commissioner, setting out who has the power to do what. It will need to be set out that although they report to the Secretary of State and are funded by Defence, they are entirely independent in the decision making.”
“It is about having an unfettered ability to decide how your work is shaped. When I took on the role of the Service Complaints Ombudsman, a key thing we always got asked, particularly on social media or in questions and queries about our services, was, “How are you maintaining independence? You are funded by the Ministry of Defence. You must therefore be in MOD’s pocket and none of your decisions is actually independent.” All ombudsmen face this, because we have to be funded from somewhere and it is usually the sector that we are overseeing. It is not an unusual thing. One of our key priorities was setting out to the public, in a way that people could understand, how we maintain that independence. We designed a governance framework, which, to be honest, I was quite shocked that we did not have already when I took on the role.”
“Q Thank you, Mariette, for all the work that you and your team have been doing. As the shadow Minister mentioned, the transition in what SCOAF has been delivering has been quite remarkable. I want to continue that journey. One of the key provisions for the Armed Forces Commissioner is their independence. In my mind, if they are not regarded as independent, it will not work in enabling people to raise concerns and issues with them. Could you talk us through how independence works in your current role, and how you feel an Armed Forces Commissioner independent from Government, Ministers and the chain of command might operate on a day-to-day basis? Mariette Hughes: Absolutely. The key point is that independence does not mean you are completely isolated, or that you cannot talk to Ministers and work collaboratively.”
“We naturally have a few cases where information is redacted because it is sensitive, because of the nature of where that individual works, and we work very well with the services on deciding what should and can be redacted. In a report where we are just talking about someone’s workplace experience, they should probably not be putting in information that needs to be redacted. Going forward with the commissioner role, if the focus remains on welfare, I do not think it is as much of an issue as it might be. I understand the concern, because the Bill is so wide and gives those powers, but again, I cannot really see a situation in which the commissioner would need to get that involved in those issues, if that makes sense.”
“Q That is helpful, thank you. Related to the role’s independence is the approach you take to national security. A challenge of a Bill like this is that its powers are deliberately drawn very wide. You mentioned briefly what decisions you are taking. Could you talk us through how you assess national security in your current role? There is a legislative scrub of reports contained within the Bill, but it would be helpful for the commissioner and for Members to understand what you mean by national security when it is included in there. Could you talk us through how you would regard that at the moment? Mariette Hughes: Currently, we do not assess national security. We are overseeing just the service complaints system, which is about personnel issues—the issues service personnel face in the workplace.”
“The Bill allows for the commissioner to appoint a deputy, to delegate specific functions, and, in the event of incapacity or their being unfit to do the job, to be removed from post and an acting commissioner to be put in place. That gives us a lot more security than what we have currently, and I am in favour of it.”
“What is not in the current legislation or in my terms and conditions is the ability to appoint a deputy or an acting person to fill that role. That is a very real risk and it is a gap. When I took on the role, there was actually a gap between myself and my predecessor during which nobody in the office could do any work, because there is no power unless it is delegated directly from the ombudsman and there is no power for the Secretary of State to put in an interim. There was a small period when nothing could happen. That is a real risk. At the moment, if I get hit by a bus—touch wood—and cannot come into work, there is nothing in the legislation that allows my staff to continue working unless I am there to delegate that power.”
“Q Good. My final question is about the powers in the Bill about dismissing a commissioner in the event of their being incapacitated or unable to fulfil their job. Could you talk through how that would work? Currently, if you were not able to fulfil your duties, how would that work? Is there any difference between the framework that establishes your office and the commissioner’s office? Mariette Hughes: The framework proposed in this Bill is significantly stronger than what is currently in existence with my office. I have similar provisions in my terms and conditions that if for any reason I am unable to fulfil my functions, the Secretary of State can terminate my employment; equally, I can give notice.”
“Building on the German model, that is not just to raise issues of grievance, but maybe the spectrum of duty-related issues, and not just those problems, but personal and social problems as well.”
“If, for example, a thematic review were to be opened into an issue that touched on bullying, intimidation or harassment, particular consideration would need to be given to how that evidence was collected, because people understandably feel very vulnerable about offering that evidence. The armed forces is a unique employer in that way, because it is not just a job, it is a life, and the life of your family, and it can potentially control your future career. The level of trust needs to be built because the level of exposure and risk is so high if somebody chooses to step out of line and raise something. Ted Arnold: To build on that, I think an effort must be made to change the current culture to encourage individuals and people on their behalf to know that they can come to a commissioner.”
“They needed somebody who could be reached via a variety of different sources and, as I have previously mentioned, something that would allow for transparency and a degree of anonymity, if they wanted it, in relation to thematic information, so that they were able to offer what evidence they had, even if they did not want to pursue it as an individual complaint themselves. Particular attention needs to be given to experiences of bullying, harassment and discrimination. In any other service that we look at that deals with those complaints, people have a significant amount of protection when those are being considered.”
“Knowing exactly what to expect from them was really important, as was their office being seen to be open, both for serving personnel and their family members, so that they could make a direct approach and not feel as though they had to chase through another system to be allowed to approach that person. Also important was that the person was prepared to visit, which obviously is the case for the current Service Complaints Ombudsman. The digital access is a real issue currently, as you will be aware, on areas of our Defence estate, but also where people are operationally deployed or are struggling to get access to enough technology to allow them to engage with complex digital systems. What they did not want was something where they would have to log in to understand the ongoing process of what was happening.”
“Q Thank you both for giving evidence. Can I take you back to independence and trust? Legislating for independence is one thing, but building trust in a system is quite different. Can you talk us through your expectations of how an Armed Forces Commissioner could build trust with armed forces personnel and—notwithstanding that their remit is predominantly people who are serving and their families—with the wider armed forces family as well? Angela Kitching: What people mentioned to us when we spoke to them in groups was that they needed to understand who the commissioner was. They needed to understand their relationship with the existing welfare services in the individual branches, but also with the wider service complaints process.”
“That also builds on and adds to the importance of the commissioner drawing upon data and evidence from the veterans’ community, particularly those who have been recently discharged. For some, it takes many years for them to get help and to reach that crisis point—to have those reflections and be able to say what could have been done better during their service. The removal over time—being away from your service and not fearing repercussions, particularly in terms of your career, can add to that. As Angela said, the Etherton review was a great example.”
“They cannot be on bases; they need to be in an environment where people feel comfortable to express themselves. Overall it is the assurance that the office of the commissioner has a degree of separation from chain of command that is the most important thing. Ensuring that the office has adequate resources to be able to do the kind of work that I have just described will be important, and trying to make sure that that person is able to demonstrate that they are sufficiently independent of the current chain of command, and are really able to bring forward views that will very difficult for chain of command to hear, is important. Ted Arnold: Also, it is important for chain of command to feel that they are comfortable raising those issues as well, knowing that it is going to the Secretary of State and being considered by Parliament.”
“Angela Kitching: When we have gathered evidence before, particularly on sensitive issues, often we have allowed people to speak openly to us with a very clear and ethical statement about how we are going to use that information, which they previously agreed to. There is certainly the potential for us to be able to pass on that information on behalf of armed forces groups. We did that in relation to the Etherton report when people did not want to give individual evidence and did not want to step forward themselves. We gathered those views and submitted them to the review team on behalf of people who did not want to identify themselves. There is potentially a role for organisations—not just us, but many others—to do that. Thinking about the location of those conversations is really important.”
“Q Thank you for that. Secondly, in relation to the ability of armed forces personnel to raise issues, people in civilian roles have greater access to do that. Can you talk us through how you think it might work, being able to raise an issue that is outside the chain of command, but is still within what is, in our military, quite a hierarchical structure? Can you talk us through how organisations such as yours would be able to communicate the ways in which that could work, but which do not undermine discipline and military order, and which provide the opportunity for the commissioner to hear from people about their particular concerns?”
“The optics of the commissioner coming out to do his or her job are fantastic and will act as a real catalyst for change. Lt General Sir Andrew Gregory: I would support that entirely. If you have something to hide, you should be worried. If you do not have something to hide, you should be proud of your unit, garrison or base and welcome the commissioner coming to look at some of the wider issues.”
“If you are a unit that is functioning effectively, you should have no worries about it. If you are a unit that is hiding cultural issues, good—you are going to be found out. If it is an issue about systemic stuff like housing or accommodation, it will be well known. Your ability in the chain of command to address some of these issues is rather circumscribed, but I hope you would welcome the chance to give evidence to the commissioner and say, “Look at the mould on the walls. Look at the living accommodation. It is provided by the Defence Infrastructure Organisation, which is outwith my control. Please help me to try to make improvements for the young men and women under my command.” I hope people would start to welcome it.”
“Q Thank you for allowing me to interrupt, Sir Edward. Wearing the hats from your previous roles, can I ask you to think about the unannounced visits power in the Bill? One of the bits that I feel strongly about is the ability of the commissioner to visit any base in the UK unannounced to look at general service-welfare matters. First, could you talk us through the effect that the commissioner having that power would have on how our military would address general service welfare matters in the broadest sense? Whether used or not, it would be a power that the commissioner had in their toolbox. Lt General Sir Nicholas Pope: There are probably two aspects to that. First, if this works well, units should embrace the perception of challenge that comes with an unannounced visit.”
“First, during the generation of a report, I suspect that we as a community will build up a relationship with the commissioner, particularly through the serving UK personnel cluster, so charities with an interest in the serving communities will engage in that fashion. When a report is laid before Parliament, and when we have looked at the annual covenant report, the Committees tend to come back to the charities for a session such as this to ask our opinions. I suspect that that kind of opportunity will again be of use, particularly with charities that have skin in the game and focus on the serving community.”
“We work with officials in the Office for Veterans’ Affairs, in the Ministry of Defence. We feel that is our best role. Other charities do a great job in that space—in particular, I commend the Royal British Legion and Fighting With Pride, of which I am proud to be the patron. There is a debate on Thursday about some of these issues. We will not change. Thank you for the compliments about SSAFA. We will continue to work to support serving personnel, veterans and their families. We will not change our position. Lt General Sir Nicholas Pope: We in the sector have two or three ways of interacting with the commissioner.”
“Q Brilliant. Secondly, one of the key parts of the legislation is something that we cannot actually legislate for: Parliament picking up the issues when the commissioner reports their findings and recommendations to it. Can you talk us through how your organisations’ roles will change in that situation? You will have the ability to say, “Here is a recommendation,” and the opportunity to say to parliamentarians of all parties and structures, “Shine a spotlight on this.” How will you behave differently when those reports are brought forward? How will that be different from when, say, the SCOAF reports, which do not enjoy large-scale parliamentary scrutiny, are brought forward? Lt General Sir Andrew Gregory: In SSAFA, we have deliberately chosen not to be a lobbying organisation.”
“Q I suspect I am about to be interrupted by the Division bell. However, thank you for joining us today. I understand that your organisation works not only with service personnel and veterans but with families. A key part of this legislation is enabling armed forces families to access the commissioner. Could you give us a sense of how the needs of families differ from those of armed forces personnel, who the commissioner provides for at the moment? How might the commissioner take a different perspective depending on which cohort they are looking at? Abby Dryden: Lots of services are very much centred around the serving person. That is not a failing of those services, but I think families can sometimes, but not always, feel peripheral to proceedings. I think— [Interruption.]”
“Is it being picked up by any other organisations?”—that includes, by the way, local authorities, the NHS and local education authorities—I think that would be of huge benefit.”
“Increasingly, we have picked up a requirement to support children and young people, not just through after-school clubs or our youth club provision on stations, but through holiday provision as well. Increasingly, we are seeing the need to support serving children. Particularly where both parents are serving—that is increasing—we have picked that up as a requirement, and colleagues from the Royal Air Force Families Federation will be able to help with that. As far as addressing underlying causes and needs goes, if the commissioner can be part of that solution, as I mentioned earlier, that would be fantastic. Already, it is a multifaceted response, but if the commissioner can come and say, “Here is an issue. This is what we have picked up.”
“From a Royal Air Force Benevolent Fund perspective, we augment what the service already provides. Much of what we see in the serving community in particular is what the air force has asked us to provide or, indeed, where we have found a specific need that is not being provided for either by the Royal Air Force locally on station or by partner charities. I would pick up two areas in which we have seen an increase or growth over the last couple of years. The first is in emotional wellbeing support and sub-clinical mental wellbeing. We have a listening and counselling service that is accessed by over 2,000 people a year, of whom 80% are from the serving community. It was originally set up as a veterans’ programme, and it is now dominated by the serving community. The second area is around children and young people.”
“We did a piece of need research of our own in 2019. Professor Walker’s work came in, which was incredibly helpful. With colleagues at Greenwich Hospital and at the Armed Forces Covenant Fund Trust, we are all looking at need. We are working with the RAF and with the RAND research project to try to see what need is there. If a commissioner came in, it follows that we would be supportive of a commissioner who might be able to pull themes together for us, and then we can make the appropriate investments. The only thought that I would offer from our experience of working with beneficiaries and organisations—particularly when I have done research into need and talked with beneficiaries—is to manage expectations. I think managing families’ expectations of this will be a challenge. Air Commodore Simon Harper: I just have a few points to add.”
“From our point of view, anything that helps with that is very useful. In terms of what is coming up, we have just commissioned some new work around mental health and wellbeing because of the changes we are seeing. Deployments now are to hostile areas, families have less information and the anxiety is harder for them. You cannot shield children so easily from social media and the news. Families have explained to us that they have tried to shield their children from the news in the home, but that changes the moment they go to school—I think HMS Diamond was probably a very good example of what happened, and the distress that those families felt at seeing that on the news and trying to shield their children from what was going on. There is a change and a shift. From our charity’s position, we are currently looking at need again.”
“That is an example where a thematic study carried out, or a report by the commissioner, could help identify other areas of need in the serving community where the third sector and in the Army’s case, the Army Benevolent Fund, could intervene and try to get at some of the root causes of these issues. That is where we intend to go in the future, while still providing the same degree of support to meet the need that we do now. Mandy Harding: We are a commissioning charity in the sense that our grant-making uses commissioning principles based on need. We commission through grants to partners to deliver the outcomes. We do that by identifying need. We are very interested in needs, and any identified needs, because where we can identify the need, that is where we can appropriate the right resources and the right investment.”
“I would highlight a project that we have recently become involved with, which is funding a training and education mechanism that will look at domestic abuse. That is not just treating or helping to support the victims of domestic abuse through a helpline, although that is part of it. The main part, through a charity called SafeLives, is looking at training and education. Much of that is aimed towards our serving community, through their own welfare officers. That initiative was prompted by the work of our trustees identifying that they thought this might be an issue. We cross-checked that with the Army and they believed it was.”
“I would be interested to get your sense as to whether those structural issues have always been here or whether you have seen changes in recent years that need to be addressed by the commissioner. Col. Darren Doherty: I would start by saying that much of our work is currently done and our support is currently provided to the veteran and family community. Only about 12% of our grants go to the serving community. That is because we base them on need and, thankfully, many in the serving community do not feel that need until they have left. Of that 12%, much is made up of family support in terms of bereavement and those sorts of things. I think the situation is changing. In the future, I think we are going to look much more towards causation and prevention, which will be more within the serving community.”
“Q Thank you all for all the work that you and your organisations do. One of the bits about this Bill that is a development of where we are currently is the ability for the commissioner to undertake thematic investigations into issues affecting the welfare of our people and their families. Could you give us a flavour of the issues coming forward in the cohort that we are talking about in the Bill to your organisations and how you think shining a spotlight on some of those structural issues might be able to address some of the underlying causes? The purpose of the commissioner is, ideally, to assist in removing some of the barriers, obstacles and challenges that our service people and their families face.”
“If that is not what the office is set up to do, and if it is more about dealing with and amplifying strategic messaging about what is going wrong, the communications could be based on that. But if families are led to believe, “This is somewhere I can ring and they will get my house sorted,” it is about managing those expectations and nailing those comms. Therefore, upstream of that, it is about being very clear and coherent about what the office is setting out to do. Is it individual case management for any family who rings up with a problem? That is very different from an office that views the evidence and goes, “The key issues for military families are these three. Here is what my team is going to do about them.” In terms of what you communicate to families, those are quite different beasts. It is really important to get that right.”
“When someone did, they had no empathy or sympathy with the issues being raised, let alone an understanding of them. In terms of the physical process of access, that will be absolutely key in ensuring that that works for families, is consistent and delivers what they expect. Maria Lyle: The only thing I would add is that there is an opportunity to get it right at the beginning. Yes, no one gets everything nailed on the first time—the person in that role needs to develop it—but if the offer is clear at the beginning, it makes it a lot easier. By that, I mean: is this office more strategic or tactical? That is part of the process that we are working out now. By that, I mean that if people are making a series of phone calls to that office, it will have to be staffed to deal with multiple thousands of calls a year.”
“As somebody who used to wear uniform and was an MOD civil servant, I would argue that at times it is not even accessible to me, so it is about making it clear and really easy to access and offering a range of access. Yes, we are all shifting to digital, and yes, we have seen in our organisations a distinct switch to people wanting to engage with us via email or other digital means, but there is still a large section of families who are not really able or willing to engage with that process. They will need to be able to pick up the phone and speak to somebody, and to have somebody at the other end who understands what they are saying. If I may refer back to the housing issue, the roll-out of the new housing contract and the Pinnacle help desk, one of the biggest issues with that was not having somebody who picked up the phone.”
“So having those tailored responses and being mindful of the audience that will be new will be absolutely key, and that will be the tricky bit. Collette Musgrave: I would echo Sarah’s comments. Something that we have grappled with for a long time is how you engage with families. It is really important to understand, as Sarah says, how important trust in the system is. If expectations are not met fairly swiftly, families, on past experience, will simply not engage. But there is a more practical element, which Sarah touched on: access, accessibility and understandability. Too many of the responses that come out of Defence and too much of the communication is in language that is simply not accessible to people who are not wearing uniform.”
“We know from the covenant, for example, that has been around for 12 years, that if you ask serving personnel and their families, a large percentage of them still do not know what the covenant is, what it does, or how it changes their lives, and that has been around for a long time. That is just an example of how education is absolutely key, as is building trust and rapport and having really slick processes so that if somebody has been invited to ask a question they get a swift response in plain language. Again, that will be really important when you respond to a serving personnel. You might send them a link to a joint service publication or whatever, but that will not wash with families who probably cannot access the JSP because of the firewall. What good is that?”