FORT CAVAZOS, Texas — Continuing a now decade-long streak, Cavalry Family Housing has won the SatisFacts 2024 Resident Satisfaction Community Award.
All neighborhoods on Fort Cavazos received the award, including the installation’s most recent addition, Heritage Heights.
“I’m very, very proud that, once again, all of our neighborhoods have been recognized with the satisfaction community award — that our neighborhoods have earned this distinction,” said Chris Albus, project director of Cavalry Family Housing. “Why that’s important is because it’s a testament to the fact that we are accomplishing our most important mission, which is providing the best housing experience and customer experience that we possibly can for our great residents.”
SatisFacts highlights property management and companies for their resident experience based on the SatisFacts Insite and annual survey program score. To receive this award, a resident satisfaction score of 4.25+/5.00 must be maintained for both the Insite and annual surveys.
“These surveys come in four categories, these Satisfact surveys, they track the resident journey, if you will, from the time they move in to the time they move out,” Albus said. “It starts with leasing, then move-in maintenance, any service orders that a resident submits and then, of course, the resident experience is the capstone of the whole thing, which encompasses the resident’s entire stay at Calvary Family Housing.
“We use these surveys to make ourselves better, and, honestly, probably the most important aspect to this is our people, especially the ones that interact face to face with the customer,” Albus continued. “Generally speaking, they communicate well, and they’re very sympathetic, empathetic to the customer, listening to them, and then doing their best in order to get things right, and again, provide them the best customer experience that they could possibly have.”
Brittany Nguyen, president of the Cavalry Family Housing Resident Advisory Board, said her experience has been overwhelmingly positive.
“The staff, maintenance teams and leadership have been consistently professional, courteous and dedicated to supporting residents, with few exceptions,” she said. “In our experience, Cavalry Family Housing has been highly responsive. The majority of staff members genuinely care about the well-being of Soldiers and their families, as reflected in their efforts to build strong, positive relationships with residents.”
She noted, though, the need for improvement in some of the neighborhoods, like her residence in Venable Village.
“We currently reside in one of the older off-post homes,” she said. “While we have been able to create a comfortable living space, these homes do require significant updates and maintenance in order to compete with residences that have been newly renovated or built on post.”
Shalina Russ, vice president of the Resident Advisory Board expressed similar sentiments.
“I am deeply appreciative of the enhancements that have been implemented to benefit the residents,” she said. “While these advancements are noteworthy, there remain areas that necessitate further refinement. I eagerly anticipate the future initiatives aimed at addressing these outstanding concerns, and I am confident that continued efforts will yield even greater improvements to our community.”
Cavalry Family Housing has been working to improve the housing experience on post through several avenues.
“Since April of 2021, we have replaced over 3,000 roofs,” Albus said. “We’ve painted well over 1,000 homes. We’ve repaved several roads. We’ve replaced and repaired driveways and sidewalks over in Venable Village, in particular. We’ve done 856 medium renovations in the Comanches (I, II and III) and in Montague (Village), which is making upgrades to those 1970 Army-built homes and trying to upgrade those homes and make them more palatable to the modern Army family.”
Construction has also continued in Heritage Heights, the most recent addition to the installation’s neighborhoods for junior-enlisted Soldiers. Since the first home’s completion in June 2023, the neighborhood has constructed 248 homes, with another 25 more due for completion at the end of March. The neighborhood has a new playground and dog park, as well.
“We’re going to continue with the exterior renovations of the homes — really focused in the Comanches — getting great satisfaction from the customers on these renovations in order to, like I said, give all of our Soldiers and their families the best customer experience we possibly can,” Albus said.
The office will demolish all 272 homes within McNair Village, starting today. These houses will make way for newer, modern homes for Soldiers and their families.
“McNair Village is our oldest inventory that we’ve got and so many residents have lived in those homes over the decades,” Albus said. “So it’s a little emotional too. Those homes have been good for our residents.”
Albus noted feedback is important to Cavalry Family Housing to continue improvements in housing and quality of life. He noted the Tenant Satisfaction Survey, which runs through May 1, is a tool to assess living conditions, maintenance effectiveness and quality of life for Soldiers and their families.
“That survey is also very, very important for residents to fill out, because that provides us feedback on what’s important to the resident and what we need to do as a project, in partnership with our Army partner, in order to make improvements to that resident experience that they have here in Fort Cavazos,” Albus explained. “The other thing is … every interaction with one of our people is important. So if you have good ideas, speaking with your community manager, speaking with your technician, speaking with your Resident Advisory Board member and providing them good ideas on how we can make this resident experience better is a good thing. Speaking with your Army Community Life NCO (noncommissioned officer) — all those people I just talked about are sensors for Cavalry Family Housing to capture resident sentiment.”
To fill out the survey, residents can check their email for a message from [email protected] or check their text messages if they opted to receive the survey via text.
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