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Accommodation, NFF News

** 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
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Announcements

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
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Accommodation

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: 16th February, 2021
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Accommodation

WALKAWAY SCHEME - UPDATE (NOV 21)
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.

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: 23rd November, 2021
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Accommodation

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

 

Stage 1 – Amey Defence Services

Complaints (our Frontline Complaints team)

  • Online Stage One Complaints Form (click here to raise/discuss a new or existing stage one complaint)
  • WebChat (click the message icon from the bottom right-hand corner of the page)
  • Facebook Messenger (send a private message to the team to start a chat)
  • Twitter message (send a private message to the team to start a chat)
  • Text message: 07860063407 (send a text to start a chat)
  • Telephone: 0800 707 6000 (option 5)

Email: customercare@ameydefenceservices.co.uk

The Customer Solutions Manager will investigate your complaint and aim to resolve within 10 working days

 

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: http://defenceintranet.diif.r.mil.uk/libraries/3/Docs1/20150612.1/DIO-SD-Accn-Stage2-Complaint-Form.xsn
  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: DIOSDAccn-Stage2NOREPLY@mod.uk.

  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
Cambridgeshire
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

If you are not satisfied with the response you receive at stage 1 and stage 2, you can escalate your complaint to the Independent Housing Review Panel by writing to:

Independent Housing Review Panel
People Accommodation
Ministry of Defence
Floor 6, Zone N
Main Building
Whitehall
London
SW1A 2HB

* Due to COVID-19, the panel team are unable to retrieve any of the stage 3 housing complaint letters. Please kindly redirect your communications to People-Accom-ACRP-Stage3@mod.gov.uk.

 

Posted on: 3rd July, 2017
Updated on: 6th April. 2020
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Accommodation

Amey Defence Services have put together a factsheet for dealing with damp and mould in Service Family Accommodation. They have suggested the following, which you may find useful:

 

1. Do contact the Amey customer service centre on 0800 707 6000 if you need some help with mould in your home. The Helpdesk advisor will raise a survey for the Accommodation Officer (AO) to attend the property – the AO is expected to attend the property within five full working days of the call to the Helpdesk. Please note: The day after this call is classed as day one.

 

2. AO visits the property and takes one of the following steps: a) Raises a suitable repair plan and advises the customer of the plan and time frames for the work. b) Calls in a specialist contractor and advises the customer of the appointment and what it entails. The AO passes the details to the Damp Remediation Project Manager.

 

3. Either a) happens – The repairs are undertaken, issues resolved. Or b) The specialist contractor suggests an action plan and the Damp Remediation Manager advises the customer of this and what it entails and any timeframes for the work. At this point, it may be necessary for to raise a Statement of Need (SON) for the works, Defence Infrastructure Organisation (DIO) will need to approve if the cost of the work is above £5,000 and the customer will be advised by the Damp Remediation Manager of the action, how long it will take, the impact of the work and any preparation they may need to do beforehand. If DIO approve the SON, the work will need to be appointed and the customer engaged with for suitable dates for the work to be carried out.

 

4. If DIO reject the request, the customer is able to raise a stage two complaint with DIO.

 

Posted on: 26th October, 2016
Updated on: 7th January, 2019
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Accommodation

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
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