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Accommodation

PLEASE READ!

As of 1 April 2022, your new point of contact is now Pinnacle Service Families. This page is currently under review. In the meantime, please click  here for further information.

When you need something repaired
Housing Repairs (Housing team)

You have several options for reporting repairs in your home:

To raise a new, non-urgent repair, click here.

 

The website and the Customer Service Centre are available 24 hours a day, all year round. Your local (as above) Customer Service Centre hours will vary according to their location and the number of Service families they serve.

 

If something goes wrong…

If you want to register a complaint with Amey Defence Services, please phone 0800 707 6000 (option 5) to speak to their Customer Solutions Team.

If you are not satisfied with the response you receive from Amey Defence Services, please phone us on 023 9265 4374 or email contactus@nff.org.uk.

 

Language line

If English is not your first language, Amey Defence Services’s Customer Service Centre offers a translation service. Just say your language when you call. Their advisor will be able to transfer you to someone who can talk to you in your own language.

 

Requesting a repair

Amey Defence Services will work with you to identify the specific details of the fault.

To ensure the repair can be completed efficiently, you will need to tell their advisor:

  • your address and contact details;
  • as much information as possible about the problem;
  • if the fault is with a piece of equipment (such as a boiler or cooker), details of the type and model.

 

Making an appointment

You will be given a job reference number and you will be sent written notification of your appointment (by post or email if requested).

If you need to change the appointment, please contact Amey Defence Services via their website or Customer Service Centre before the appointment date, quote your job reference number and they will arrange a new date and time.

You or a member of your family (who must be over 16 years of age) will need to be at home at the time of the repair appointment. If the repair is on the outside of the property, e.g., roofing, fencing works etc., they may not need you to be available.

Please ask their advisor about this when making your appointment.

 

Posted on: 26th October, 2016
Updated on: 1st August, 2019

UPDATE: Please note that this page is being reviewed. For further information, please visit Pinnacle Service Families website.

Investment and Action Plan to tackle damp and mould in SFA

DIO is planning to invest £73m this year on replacement windows, doors, roofs and upgrades to thermal efficiency and ventilation to reduce the occurrence of damp and mould in homes. Read the news story here.

Posted on: 26th October, 2016
Updated on: 27th April, 2022

PLEASE READ!

As of 1 April 2022, your new point of contact is now Pinnacle Service Families. This page is currently under review. In the meantime, please click  here for further information.

To be entitled to apply for Service Family Accommodation (SFA), Service personnel must:

  • be aged 18 and over;
  • be married or in a civil partnership or who have permanent custody of children;
  • have at least 6 months to serve.

 

Co-habitation for unmarried couples/ parents

It was announced on 1st April 2019 that all Service personnel, who have more than four years’ service in the Armed Forces and who are in a long-term relationship or have residential responsibility for a child will also be able to apply to live together in surplus SFA at all UK bases where properties are available. However, following a review of the policy, it has been agreed that the 4 years’ length of Service criterion should be removed, to widen eligibility to cohabit in surplus SFA to an increased number of Service personnel. Please refer to this page to find out more about cohabitation and registering long-term relationships.

 

Location

SFA is at Service personnel’s duty station or within a set radius; although you may be eligible to apply for surplus SFA at other locations or request and retain a property under the RN Base Port Agreement.

 

Size of Property

The type of property you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, Amey Defence Services Occupancy Services Team will allocate you a property using the preferences you have expressed and based on your entitlement or eligibility, competing requirements, and service agreements. Under the Future Accommodation Model (FAM), properties in the confirmed pilot sites will be allocated according to your need rather than your rank. Those pilot sites are HMNB Clyde, Aldershot Garrison (starting from 31st January 2020) and RAF Wittering (starting from 31st May 2020). Please see this page to find out more about the FAM.

 

Further information

Full details on entitlement and eligibility for UK SFA and Substitute service family accommodation (SSFA) are available in:

JSP 464: tri-service accommodation regulations (TSARs) Part 1

Full details on entitlement and eligibility for overseas SFA and SSFA are available in:

JSP 464: tri-service accommodation regulations (TSARs) Part 2

 

How to Apply
e-1132 form

If you are entitled, you will need to complete and submit an application for SFA. All Service personnel who have access to the Defence Intranet are expected to complete their application online using the e-1132 form. To access the form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: http://apps01.domis.r.mil.uk/e1132/

 

The e-1132 form system allows you to:

  • track the progress of your application;
  • view available properties that match your entitlement;
  • register your top 3 preferences;
  • book your ‘move in’ (once an offer for a property has been made and accepted);
  • where appropriate book your ‘move out’ appointment;
  • electronically signing your licence to occupy.

 

MOD Form 1132

For Service personnel who do not have access to the Defence Intranet, a paper version of the MOD Form 1132: application to occupy service family accommodation (SFA) is available. Exceptions to using the online system are normally for personnel who are on operations and do not have access to the Defence Intranet.

 

Additional needs and disabled requirements for SFA

If you are moving to a new SFA property, please provide details of any special requirements for SFA at the point of application using the e-1132 form or the MOD Form 1132, enclosing any reports from the appropriate professional source, such as your occupational therapist. It is important that the Amey Occupancy Services team is made aware of special requirements at the earliest opportunity.

If you require adaptions to your current SFA property, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the Helpdesk who will record your request and ask you to provide a Medical Report and/or Occupational Therapist’s report in order to progress your request.

Please see the Additional needs and disabled requirements guides for further information.

 

Amey Defence Services Occupancy Services team

If you have an allocations enquiry, the Amey Defence Services Occupancy Services team at the helpdesk is available Monday to Friday from 8:30am to 3:00pm.

You can call them on Freephone: 0800 707 6000 Select Option 3 (for calls made within the UK, mobile users may incur charges) or using the alternative telephone number: 0151 728 1630.

Or you can email the team: occupancyservices@ameydefenceservices.co.uk

For more information about the SFA application process, please visit the Amey Defence Services website.

 

Posted on: 4th July, 2016
Updated on: 30th January, 2020

IMPORTANT UPDATE FOR SERVICE FAMILY ACCOMMODATION (SFA) RESIDENTS:

As of 1 April 2022, your new point of contact is now Pinnacle Service Families. We are in the process of updating our webpages. In the meantime, please visit this page for further information.

For those families whose family member needs adaptations to a Service family home it is essential that they are able to be housed in properties that meet their needs.

 

Feedback from families and their representatives showed that collectively, Amey Defence Services and The Defence Infrastructure Organisation (DIO)’s processes for funding approvals for adaptations were not working effectively, process was hampering progress. Recently, effective collaboration between the two organisations’ commercial teams has led to essential improvements. Funds are now being freed up more easily catering to those families who need adaptations, making sure that when adaptations are needed they can go ahead faster.

 

If you, or a member of your family, has an additional need or disability and you are moving in to, or living in, Service Family Accommodation which requires adaptations, the following factsheets can provide more information about the application process:

 

 

If you are concerned about any issue surrounding adaptations, please contact the Amey Defence Services Helpdesk on 0800 707 6000.

 

Posted on: 4th July, 2016
Updated on: 20th November, 2018

Announcements
UTILITY BILLS - UPDATE (FEB 22)
22nd February 2022 – Message from DIO:

SFA Utility Bills

As more small energy suppliers enter administration, it can sometimes be challenging for DIO to engage with the replacement supplier, appointed by Ofgem, when a family moves out of their SFA.

To avoid DIO incurring unnecessary costs, families must ensure they take a meter reading at the Move-In appointment and at the Move-Out appointment. Families must also inform their energy supplier of their final meter reading at Move-Out and supply a forwarding address.

Families are responsible for utility bills from the date of Move In until the date of Move Out, unless the home falls under an MOD fuel supply arrangement. Families can choose to remain with the existing suppliers to their SFA or negotiate their own utility provider for gas and electricity.

Families entering into private agreements with utility providers must ensure that the contracts include a caveat enabling them to terminate the agreement by giving 28 days’ notice of ending the agreement and 48 hours’ notice of termination.

DIO’s Industry Partner is permitted to provide some personal details to utility providers within GDPR guidance when families fail to settle their utility bills on Move-Out. However, families should remember it is their responsibility to notify their suppliers that they are leaving a property. We thank you for your continued support with this issue.

When you accept an offer of a Service Family Accommodation (SFA) property you should arrange a ‘move in’ appointment using the e-1132 system.

 

At the agreed date and time, an Accommodation Officer will meet you at the property and show you around. They will work with you to complete the digital Move In Form to record any important information, such as any faults found at move in and the action taken to resolve them, meter readings, details of recent safety inspections and your contact details. At the end of the move in appointment, you will be asked to sign the Move In Form to confirm that you are satisfied your new home meets the move in standard.

 

You can give your spouse/civil partner or a Service colleague written authority (known as a ‘Proxy certificate’) to sign the inventory on your behalf if you are unable to attend the ‘move in’ appointment. Please note that the ‘move in’ can only take place during normal working hours.

 

At your move in appointment, they will book a second visit with you for around 14 days later. This is to give you time to move in, get settled and have the chance to consider any further queries or concerns you may have about your new home.

 

Full details

Please click here to familise yourself with the move in procedures.

 

Posted on: 30th June, 2016
Updated on: 27th April, 2022

Where Service Family Accommodation (SFA) is unavailable, privately rented accommodation may be allocated.

 

Houses are found from the commercial rental market by the MOD Accommodation Agency contractor and as far as is possible, will meet the equivalent size and specification of property that broadly reflects the prospective occupant’s equivalent SFA entitlement. The property will also usually be located within an appropriate radius (10 miles maximum) of the place of duty.

 

To read more about the SSFA rules and regulations on the Defence Infrastructure Organisation, pages Part 1 UK, Part 2 Overseas or Part 3 SLA, click here.

 

Posted on: 11th May, 2016

Civilian Housing Options
What are the Options?

There are a number of housing schemes that are available to the Service and ex-Service community.

These include the Ministry of Defence Nominations scheme, Low Cost Home Ownership and the Key Worker Living Programme.

If you are thinking of buying your own home or you are just about to leave the Royal Navy or Royal Marines and want to know what housing options are open to you, take a look at the JSHAO pages on GOV.UK. This Tri-service organisation can provide you with a wide range of information about the civilian housing opportunities available to you and hold regular briefings which we would recommend.

The aim of the JSHAO is to provide Service personnel and their families with information and advice on the increasingly complex range of civilian housing options. The JSHAO provides a focal point for housing information and advice to all Service personnel and their families in particular those about to return to civilian life, and to ex-Service personnel who are still in Service Families Accommodation.

 

Joint Service Housing Advice Office (JSHAO)

JSHAO provide information and advice regarding civilian housing to Service Personnel and their Dependants. You can contact them at anytime in your career by email or telephone (details below).

 

Housing Briefings

JSHAO deliver briefs which are designed to give you the information to help you make informed choices on your civilian housing. While these briefings are normally attended in the last two years of Service, all Service Personnel and/or partners are welcome to attend at any stage of your career. Click here to find out more.

 

Affordable Housing Options

Service Personnel (and ex Service personnel within 12 months of discharge) have priority status for government affordable housing initiatives. Schemes include Forces Help to Buy, shared ownership, shared equity loans and the mortgage guarantee scheme. For more information on the current government housing schemes and MOD funded initiatives available, please contact JSHAO.

 

The MOD Referral Scheme

The JSHAO runs the Ministry of Defence Referral Scheme. This scheme may be able to help you if you are looking for Affordable Housing to rent on leaving the Service. Applications should be made up to six months before your date of discharge to the JSHAO; you will then be contacted if a suitable property becomes available in your chosen area.

 

Housing Matters Magazine

Ten months a year the JSHAO produces the Housing Matters magazine which has a worldwide distribution of 10,000 copies per month. Copies should be available within your Unit or if you want your own copy, call the JSHAO.

The magazines are also available to read online here.

 

JSHAO Contact Details

JSHAO, Floor 2 Zone 2, Montgomery House, Queens Avenue, Aldershot, Hampshire GU11 2JN

Tel: 01252 787574          Mil: 94222 7574

Email: RC-Pers-JSHAO-0Mailbox@mod.gov.uk

 

Posted on: 10th May, 2016
Updated on: 12th August, 2019