At Liberty Military Housing, quality isn't just a promise; it's a standard we uphold through every aspect of our operations. As a dedicated partner to military families, Liberty goes beyond conventional housing providers by implementing a comprehensive set of practices designed to ensure safety, transparency, and exceptional service. From honoring the Tenant Bill of Rights to offering real-time resident feedback and government partnerships, each measure reflects our unwavering commitment to supporting military readiness and enhancing the quality of life for those who serve. Our Quality Assurance Guarantee is more than a checklist; it's a reflection of our values, our accountability, and our deep respect for the families who call our communities home.
What differentiates Liberty from conventional housing providers?
Implementation of the Tenant Bill of Rights (TBOR): Liberty has fully implemented the Military Housing Privatization Initiative (MHPI) Tenant Bill of Rights, which includes various rights designed to ensure that military service members and their families have access to safe, quality, and well-maintained homes and communities on Department of War (DoW) installations.
Provision of Maintenance History: Liberty provides a 7-year maintenance history to prospective residents and current residents upon request. This transparency helps ensure that residents are informed about the condition and maintenance history of their homes.
Universal Lease Implementation: Liberty implemented a Universal Lease, which standardizes lease agreements across different military housing communities. This ensures that all residents have access to the same rights and protections outlined in the Tenant Bill of Rights.
Annual Tenant Satisfaction Survey (TSS): Liberty participates in an annual Tenant Satisfaction Survey, which is managed by the Military Services and standardized across all military branches. The survey data is used to make improvements in housing, resident services, community amenities, and other decisions regarding privatized housing.
Three-Step Process: Residents can seek resolution through a three-step process, which includes on-site leadership, Liberty regional leadership, and government partners.
Government Partnerships: Liberty actively engages in partnerships with government offices, focusing on the Military Housing Privatization Initiative (MHPI). This involves effective communication, building trust, leveraging resources, and developing mutually beneficial agreements to ensure compliance and improve housing conditions. This includes Government Partner Change of Occupancy inspections, ensuring a home is ready for move-in for a military family.
Satisfacts Surveys: SatisFacts surveys play a vital role in enhancing the resident experience by offering a consistent, real-time feedback loop after every work order and move-in. This third-party survey tool empowers residents to share their honest impressions of the services they receive—whether it's the quality of maintenance, the responsiveness of staff, or the overall condition of their home. By capturing feedback at key moments in the resident journey, Liberty can quickly identify service gaps, celebrate team wins, and implement targeted improvements. The survey results are shared with Regional Property Managers and district teams, who are expected to follow up on any poor ratings within 48 hours. This proactive approach not only strengthens trust and transparency but also reinforces Liberty's commitment to delivering exemplary service to military families. Ultimately, the SatisFacts survey is more than a metric—it's a tool for listening, learning, and continuously elevating the standard of care across every community.
Formal Dispute Resolution Process: Liberty participates in a standardized, formal dispute resolution process, ensuring prompt and fair resolution of disputes related to maintenance, repairs, damage claims, rental payments, and move-out charges.
Liberty At Your Service Call Center: Our internal National Call Center is a centralized hub that provides a live representative 24/7 to ensure proactive problem-solving, ensuring exceptional customer service and operational efficiency. Staffed by trained professionals, the Call Center handles maintenance requests, ensuring consistent and high-quality service across all regions. By anticipating potential issues and addressing them before they escalate, the Call Center maintains a high level of service and minimizes disruptions for our residents. Additionally, the Call Center's collaboration with various departments for efficient management and tracking of interactions further enhances our service delivery and reinforces our reputation as a trusted and reliable housing provider.
These measures demonstrate Liberty's commitment to providing exemplary service and ensuring that military families have access to quality and well-maintained housing. The impact and commitment that housing providers have on military readiness and lifestyle are profound, and its significance cannot be overstated in our nation's defense strategy.
