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NEWS | Dec. 17, 2019

Leadership tackles housing issues at JBSA Town Halls

By Sabrina Fine and Brian Lepley 502nd Air Base Wing Public Affairs

Brig. Gen. Laura Lenderman, 502nd Air Base Wing and Joint Base San Antonio commander, hosted two town halls last week at JBSA-Lackland and JBSA-Randolph to discuss ongoing military housing initiatives and hear feedback from JBSA residents.

The health and safety of JSBA residents is a top priority for Lenderman, and she expressed her continued commitment to addressing housing concerns and finding resolutions at both installations.

Earlier this year, 502nd ABW leadership conducted a Military Housing Review which resulted in more than 500 responses from JBSA-Lackland and JBSA-Randolph residents. JBSA leadership then conducted 110 in-home health and wellness visits, and hosted six town halls.

Based on resident feedback and Air Force guidance, JBSA leadership is implementing the following initiatives:

  • Increased oversight and inspections to include 100 percent new-occupancy inspections prior to new residents moving into home and 10 percent no-notice inspections by senior leaders prior to resident acceptance
  • Housing Resident Councils
  • Legal assistance to residents and assisted in the dispute resolution process
  • New system to track health and safety issues
  • Monthly compliance checklists
  • Quarterly Commander’s evaluations
  • Validating 100 percent of emergency work orders
  • Reviewing work orders for trends and persistent problems
  • Contacting residents who scored their maintenance repairs 3.5 or below out of a 5-point scale on Privatized Housing “Satisfacts” program which captures satisfaction ratings of residents

JBSA-Lackland Housing Town Hall

Twenty-one housing residents attended the Dec. 10 JBSA-Lackland town hall, and nine residents detailed concerns and problems with pest infestation, structural problems, mold and open sewage in their yards.

“We are here to address your concerns and advocate for better quality of housing in an open, transparent environment,” Lenderman said.

Richard Trevino, 502d Civil Engineering Group Director, briefed on JBSA-Lackland housing sustainment projects that had been completed: neighborhood demolitions, roof replacements, floor replacements from carpet to hardwood, and other infrastructure improvements.

Some projects underway are HVAC replacements, exterior paint and fascia replacements, and additional hard-surface flooring and roofing installation.

The residents were vocal about their concerns with Balfour Beatty Community, or BBC, contractors, the company that manages and maintains JBSA-Lackland’s 885 housing units.

“Since I’ve been here, my chain of command has been very supportive. It’s the privatized housing company that’s been our problem,” said Staff Sgt. John Roellchen, 37th Training Support Squadron. “We hear senior leadership say they’re doing what they can, we see Congress engaged. There’s just been a disconnect between that and what’s happening at our level.”

The day after the JBSA-Lackland town hall, 802d Civil Engineering Squadron employees accompanied BBC representatives to each of the housing units that voiced concerns.

“It’s important that residents share their housing issues with us because if we don’t know, we can’t help fix them,” said Joe Hockaday, 802d Civil Engineering Squadron Director. “We appreciate all of the feedback. We want to make things better.”

JBSA-Randolph Housing Town Hall

Nineteen housing residents attended the Dec. 12 JBSA-Randolph town hall, and nine residents raised concerns about plumbing problems, inadequate repairs, and suggestions for possible resolutions.

“Please let us know your concerns, what is not getting done, and we will follow up to ensure the privatized housing owners are accountable and providing safe and healthy living conditions for JBSA families,” Lenderman said.

Hockaday discussed the establishment of the Housing Resident Council.

“Resident Councils are comprised of people who live in your neighborhoods,” Hockaday said. “We are providing them with training to ensure they are able to advocate for our residents. They are another resource that can help address resident concerns and resolve issues with the privatized owners.”

Four of the Housing Resident Council members introduced themselves, and their areas of responsibility were displayed on the presentation screen.

Hockaday encouraged residents to fill out the “Satisfacts” survey after a work order is completed.

“If you’re dissatisfied with the work that was performed, please ensure you document a low score,” Hockaday added. “Every work order with a 3.5 rating or less will result in our military housing office following up with a call to the residents and the addressing the issue with the privatized owner.”

For those issues that are not resolved, the dispute resolution process encourages residents to call their privatized housing Community Directors for immediate issues. The next call would be to the installation Housing Management Office, and then Hunt Housing’s Promise Helpline.

Hunt Military Community, responsible for managing and maintaining 317 JBSA-Randolph housing units, has hired new directors and managerial staff, and adopted a new work order system. The company also recently began a pilot program to identify specific moisture issues in homes and lessen humidity levels in order to combat mold outbreaks.

“The people up here, we care … we want you to live in a healthy and safe environment,” Lenderman said. “We are committed to improving military housing across JBSA.”

The general ended each town hall by thanking residents for their continued cooperation, participation and patience.

If you have any further questions or concerns, please send them through the Feedback Friday program at and use the subject line “Feedback Fridays.”