** Update: This survey is now closed. Please see the results here. We would like to express our gratitude to everyone who has contributed to the survey.**


The Ministry of Defence is in the process of reviewing the provision of military housing from initial application through to the complaints process, including the future repair and maintenance contract, currently held by Amey. Please complete (and share) this Housing Survey to allow the NFF to use your views and feedback to influence the outcome of decisions made.


Naval Families Federation CEO Anna Wright said:

“Royal Navy and Royal Marines families provided evidence in relation to the Carillion Amey Service Family Accommodation (SFA) maintenance contract, which the Naval Families Federation presented to the House of Commons Public Accounts Committee in 2016.  Members of the Committee recognised the importance of feedback from Armed Forces families. Please take up this invitation to have your voice heard on this important subject.”


This survey will run until midnight 30th November 2018 and takes 10-15 minutes to complete.


Please note this survey is for the new SFA maintenance contract and is not part of the Future Accommodation Model (FAM) project. Information on FAM can be found here.


Posted on: 7th November, 2018
Updated on: 17th January, 2019

The Future Accommodation Model (FAM) survey results have now been published. These will be used as part of the on-going policy development for the FAM, which will combine the survey with other results (e.g. the single Service Families Federations’ surveys) and Focus Group findings to refine the accommodation offer based on your feedback.


A Tri-Service FAM pilot scheme will be carried out in several locations throughout the UK. This was due to start in December 2018 but will now take place in 2019. Ministers are expected to confirm locations and start dates next year. The scheme is planned to run for two years and there will be a consultation period on completion of this. FAM is expected to be gradually introduced once the consultation period is complete.


To read the report in full please click here.


In addition, thank you to everyone who took part in our Future of Accommodation Model survey.


Here are the headlines of our findings from the Naval community.


Posted on: 3rd May, 2018
Last updated on: 25th October, 2018


The SFA Compensation Scheme will continue under the FDIS Accommodation contracts and will be administered and funded by the suppliers when they are at fault. Requests for compensation can be raised through this page.



Message from DIO:


Last week we alerted you to an urgent issue where VIVO’s system was not receiving appointments being transferred by Pinnacle. Since then, we have worked hard with our suppliers to understand the causes, reduce the impact on families and find a resolution.


Unfortunately, the issues are impacting families through missed appointments, and we understand how frustrating this is for families.


VIVO has reported 1733 missed appointments due to this issue that have affected 1125 families. The technical teams have identified the causes of the problem and fixes are currently being deployed. While it will take a few days to permanently fix the underlying issue, a business continuity plan (BCP) has been implemented with a temporary solution while the permanent solution is put in place. Early feedback suggests this has significantly reduced but we aim to eliminate it entirely. Therefore, further measures have been agreed with immediate effect to strengthen this BCP. The Pinnacle team at the National Service Centre are supporting by providing information across to the VIVO such that checks can be made to prevent further missed appointments.


Families who have had missed appointments will start to be contacted by VIVO this weekend to apologise and agree a new appointment. The first families should also start to receive compensation early next week. 


We are truly sorry that many families’ first impression of the new contracts will be negative, and we know how incredibly frustrating it is to wait in for nobody to arrive, in some cases multiple times.  This is not how the new contract will work going forward, and it is disappointing that these technical issues have occurred despite all our efforts and planning.  VIVO and the systems team are working to ensure that the lessons are learned, and this issue cannot be repeated.

UPDATE – Complaints and compensation

UPDATE (June 22) –

Message from DIO:


Pinnacle is working hard to close the gap between complaints and compensation requests being raised and closed. They are recruiting additional staff to address the higher volume of complaints and compensation requests.

In addition, VIVO and Amey are increasing Regional Service Centre (RSC) resource to support an increased level of complaint resolution requests from Pinnacle allowing Pinnacle to speed up to the closure rate and communication to families.

Pinnacle will prioritise the raising of emailed complaints from families to effectively action them and ensure a complaint reference is applied. This will ensure families are aware that Pinnacle have acknowledged the complaint. All emails will be responded to within 5 working days.

The process for raising complaints for missed appointments in the South East and South West is described above where the dedicated new call option will capture these specific complaints.  If families wish to raise a complaint about any other issue, or request compensation this should be raised via Pinnacle’s online form. We would also advise families to call the NSC to raise a new appointment in this instance. 

In April 2017 the Defence Infrastructure Organisation (DIO) launched a compensation scheme in the UK to cover missed appointments and significant issues at move-in for Service Family Accommodation (SFA) and Substitute Service Family Accommodation (SSFA).


Please note that claims must be made within 14 days of the issue occurring. Once an application is received, the DIO Compensation Claim Team will then consider the claim and the claimant will be informed whether this has been accepted or rejected. If accepted, this will be in the form of High Street Vouchers – please be aware that no alternatives will be offered; if rejected, then the reasons for this will be explained. There will be no appeals process.


For full information/to apply for this scheme, please click here.


Posted on: 3rd May, 2018
Updated on: 3rd May 2022


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.

23rd November 2021 – Message from DIO:

Preparation for FDIS – The WalkAway Scheme – Update


The current National Housing Prime (NHP) contract, which provides management and maintenance services for SFA, is due to be replaced in March 2022 by the Future Defence Infrastructure Services (FDIS) contracts.


As part of FDIS development, it was agreed that the present Amey Walkaway Scheme should not be included within the new arrangements. It was thought this approach would better align with wider Government policy aimed at supporting the development of local enterprises to deliver such services. Therefore, as we move towards FDIS in service date of 1 March 2022, and to allow the managed closure of the Walkaway Scheme, Amey will not accept requests from families for that service for any move-out appointments after 31 January 2022.


Those families who have already booked the Walkaway Scheme for move-out dates beyond 31 January 2022 will receive a cancellation notice and a refund. In addition, if Service families have had to delay their move-out appointment due to operational reasons, such as moved deployment date, Amey will be unable to provide the Walkaway Scheme for any date that falls after 31 January 2022. This again will result in a cancellation and refund. Please note, however, that Amey will not be able to action refunds after the end of March 2022.


The Walkaway Scheme mailbox will remain open until 14 February 2022 to help with any ongoing queries.


It is intended that FDIS will provide signposting to local services for any families who wish to make their own arrangements to have their homes cleaned to the move-out standard after 1 March 2022.


Please note that the closure of the Walkaway Scheme from 31 January 2022 does not remove the requirement for families to prepare their SFA to the appropriate move-out standard. DIO will continue to charge for those damages or deficiencies not classed as fair wear and tear. Families should contact their Accommodation Officer if they require any more information on this issue.

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.

27th June 2022 – Message from DIO:

Message from Agility regarding removals this Summer

Agility is advising Service personnel to wait for confirmation of their removals booking request before they book move-in/out appointments otherwise they may not get the dates they need. This is because the removals industry is experiencing staff shortages this summer. If you have any questions or concerns then please contact Agility directly: Agility GRMS

Visit the Amey Defence Services website for details on moving out of UK SFA, arranging a pre move out appointment and find out details about the Walk Away Cleaning Scheme.


Move out

Your move out will be attended by an Amey Defence Services Accommodation Officer who will inspect your SFA to determine if it meets the agreed move out standard.

If the standard is not satisfactory and there are deficiencies or damages that are not considered to be fair wear and tear, or you have failed to clean the property properly, a charge will be raised by the Accommodation Officer and you will be invoiced accordingly.

In this instance an appropriate Joint Personnel Administration (JPA) action will be taken by the Amey Defence Services Occupancy Services team to cease accommodation charges on that property from the date of your move out.

For more information, please click here.


Removal services

Agility Logistics Limited (Agility) is the MOD approved service provider for removals and is part of the Global Removal Management Services (GRMS).


Charges for damage and deficiencies for SFA and Substitute SFA recovery from pay

When you move out of UK Service Family Accommodation (SFA) or Substitute Service Family Accommodation (SSFA), you may be liable for charges for damages or deficiencies that are not classed as fair wear and tear or because you have failed to prepare the property to the correct standard, for example cleanliness.

Defence Infrastructure Organisation (DIO) can take these directly from the pay of serving personnel. Any payments taken depend on the size of the charge and individual monthly income (using MOD guidelines to ensure that deductions do not exceed a set limit of pay).

If you consider that you are not responsible for the charges, or part of them, for example that the damage is the result of fair wear and tear, you are able to dispute the charge raised using the Disputed charges form’.


Full details on moving out of your SFA and recoveries from pay are available in:

JSP 464: Tri-Service accommodation regulations (TSARs)Part 1

JSP 754: Recoveries from pay (available on the Defence Intranet only)


Posted on: 3rd May, 2018
Updated on: 27th April, 2022

If you are not happy with the level of service you have received from the maintence contractor you can make a formal complaint. The complaint process is split into 3 stages, as outlined below.


Stage 1 – Pinnacle Service Families


You must file your complaint within 28 days of the incident. The National Service Centre team will investigate and aim to resolve or respond within 10 working days in accordance with JSP 464 (vol 1, part 1).


Stage 2 – Defence Infrastructure Organisation (DIO)

If your complaint has been formally closed at stage 1 and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team.

You can do this in 3 ways:

  1. Online: by completing the online stage 2 complaint form, which for security reasons is only available on the MOD Intranet. To access the form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet:
  2. Email: by emailing the DIO Customer Service Team setting out your stage 2 complaint so that you include:
  • the stage 1 complaint reference number;
  • your name and telephone number;
  • the SFA address relating to your complaint;
  • why you are not happy with the result of your stage 1 complaint;
  • what desired outcome or remedy you are seeking.

Any emails not containing all of this information will not be accepted by the Customer Service Team. Please send your email to:

  1. by writing to the DIO Customer Service Team setting out your stage 2 complaint ensuring you include the information highlighted above.

Customer Service Team
DIO Service Delivery Accommodation
Ground Floor, Mail Point No. 4
Swales Pavilion
RAF Wyton
PE28 2EA

If you make a stage 2 complaint, DIO will have access to your stage 1 complaints details and records, so you do not need to re-submit the full details of your complaint.

DIO will acknowledge it within 3 working days and provide you with a reference number. An investigation will then be carried out, however there is no standard response time due to the need to further investigate complaints that vary in nature and complexity.


Stage 3 – Independent Housing Review Panel

Following the closure of a stage 2 complaint, a request for a Stage 3 policy review can be submitted:

  • Online: Through the electronic form available via Stage 3 Complaints Form for MoDNet users.
  • Email: Non MoDNet users can submit their complaint via the ACRP shared inbox:
  • Letter:

Accommodation Complaints Review Panel Secretariat, People Accommodation,
Ministry of Defence,
Floor 6, Zone N,
Main Building,


Posted on: 3rd July, 2017
Updated on: 27th April, 2022

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


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