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Air Force Housing Helpline Connects Residents to the Support They Seek

The Air Force Civil Engineer Center's step-by-step guide to the established privatized housing dispute resolution process.

The Air Force Civil Engineer Center's step-by-step guide to the established privatized housing dispute resolution process. AFCEC manages and executes the Air Force’s housing program, establishing the 1-800-482-6431 as a 24-hour helpline to address concerns raised regarding the military privatized housing program. (U.S. Air Force graphic by Zoe Schlott)

JOINT BASE SAN ANTONIO-LACKLAND, Texas - Since its launch in May 2019, Air Force Housing Helpline has been helping residents resolve concerns with Air Force privatized and government housing.

The Air Force Civil Engineer Center Installations Directorate, which manages and executes the Air Force’s housing program, established 1-800-482-6431 as 24-hour helpline to address concerns raised regarding the military privatized housing program. As of November 2019, the helpline has received 32 calls from residents. Nine of those cases are open and actively being worked by AFCEC.

The helpline is a proactive measure by the Air Force to address housing issues raised by privatized and government housing residents while creating an improved and standardized system that ensures the health and safety of Airmen and their families, said Col. Michael Beach, Air Force Housing Privatization chief.

“Our focus with the helpline has been to provide a tool to residents that assists them in raising their concerns in a way that they feel their issue is being addressed and resolved in a timely manner,” Beach said.

Helpline agents connect concerned residents to the appropriate channels of assistance and consultation to address their issues. The agent documents the issue, much like a project owner records a work order, then routes it to AFCEC who works the resident and project owner to understand and resolve the concern. AFCEC is analyzing calls for trends to help the Air Force and project owners prevent future, similar issues at installations.

While the toll-free line is always available, AFCEC housing program experts recommend residents use established process to address issues. Residents should first reach out to their project owner when issues arise, then to their base Military Housing Office and wing leadership for additional help to resolve the matter.

“Residents may also use the helpline if they feel uncomfortable approaching their leadership about their situation,” Beach said.

The Air Force is working closely with concerned residents, project owners and base leadership to continually assess housing conditions, address health and safety hazards and implement procedures that ensure privatized housing matter are appropriately addressed.

To reach the housing helpline, call (800)-482-6431. Representatives are available toll-free, seven days a week, 24-hours a day, to connect residents with the support they need related to their housing concerns.

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