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Introduction

On 14th June 2021 it was announced that five new contracts worth £650-million will deliver crucial building and maintenance services for more than 39,000 Service families.

 

Forming the next phase of the Future Defence Infrastructure (FDIS) programme, the four new regional accommodation contracts will cover the maintenance of properties across the UK, including plumbing, electrical works, repair services and the maintenance support helpline.

 

The contracts will create and sustain thousands of jobs across the UK supply chain and SFA sites including Portsmouth, Marham, Aldershot, Edinburgh and Cumbria which are all set to benefit from it.

 

The NFF carried out a housing survey in 2018 and which directly informed the Ministry of Defence’s tendering process.

The contracts
Infographic of a family home - the families journey in SFA

Click to enlarge.

The seven-year contracts have been awarded to:

  • CUSTOMER SERVICE CENTRE – Pinnacle Group Ltd
  • MAINTENANCE (NORTHERN) – Amey Community Ltd
  • MAINTENANCE (CENTRAL) – Amey Community Ltd
  • MAINTENANCE (SOUTH EAST) – VIVO Defence Services Ltd
  • MAINTENANCE (SOUTH WEST) – VIVO Defence Services Ltd

 

You will have a single point of contact, run by Pinnacle. The other contractors will maintain homes and community spaces around them.

 

The new contracts will require suppliers to work differently, such as fixing faults on an initial visit to a property and undertaking simple preventative maintenance while attending properties to reduce disruption to families.

 

The contracts ensure industry suppliers adopt and adhere to recognised industry standards for the allocation, management and maintenance of military homes, implementing robust mechanisms to address poor performance alongside incentives to exceed contracted standards.

Important announcements/updates
April 22 - Missed appointments

Update: 28th April, 2022

 

Message from DIO – Update on the issue affecting appointments in the South East and South West Regions

 

Last week an issue arose where appointments were not transferred between Pinnacle and VIVO systems. This impacted families in the South East and South West Regions, and led to missed appointments.

 

VIVO have completed system fixes and are now receiving appointments through the National Service Centre (NSC). They are contacting affected families who raised jobs with the NSC whilst the interface was down (14-26 April) to arrange appointment slots. If the family cannot be reached via a telephone call, VIVO will email with an appointment and will advise the family to contact the NSC to re-arrange the appointment if the one proposed is not suitable.

 

All families should have been contacted with a proposed appointment by 6th May.

 

In addition, Pinnacle are contacting families who had missed appointments to confirm they will receive missed appointment compensation in the form of an e-voucher. The first batch of vouchers has already been emailed to families and Pinnacle will endeavour to get all the vouchers emailed out over the next two weeks. Families do not need to contact the NSC to claim their compensation and will receive the e-vouchers automatically.

 

We are sorry for the inconvenience this has caused families. These new contracts are designed with families firmly in mind to transform housing services for our Armed Forces. We are working closely with Pinnacle, VIVO, Amey and service family accommodation stakeholders to address issues when they arise, to minimise impact to your lived experience

 

We thank you in the meantime for your continued patience. For further information about the new FDIS Accommodation contracts that replaced the National Housing Prime (NHP) contract on 1 April 2022, please continue to check the SFA Gov.UK website, Pinnacle website and Families Federations and HIVE social media and web pages.

April 22 - Key changes

Update: 13th April, 2022

 

New arrangements to support Service Family Accommodation – Future Defence Infrastructure Services Programme

 

From April 11th 2022, the National Service Centre (NSC) started to receive and log routine maintenance calls. As expected, Pinnacle received a huge volume of calls (2270) and had extra teams in place to receive these. However, there was a technical issue yesterday morning that affected a number of call centres throughout the UK beyond Pinnacle and Defence and this, along with the large volumes of calls, contributed to some families experiencing long wait times. We understand how frustrating this must have been and apologise for this. By the end of the day the call wait times did reduce considerably and we hope that they will continue to reduce throughout this week as we monitor this closely with Pinnacle. As well as phoning to make a request, families may wish to log a request by emailing hello@pinnacleservicefamilies.co.uk.

 

With regards to requests raised under the old contracts, many families have now been contacted and appointments have been raised to work through these requests. We are aware however that some families have not heard back from Amey or VIVO to book appointments for routine requests they raised through 11-25 March. This is understandably causing some families to contact the NSC to re-raise these requests. Again, we understand this is a source of frustration especially as in our cutover comms we said that the new Regional Accommodation Maintenance Services (RAMS) contract teams would endeavour to contact families between 28 March and 8 April 2022 to arrange appointments to complete these works. Having reassessed the situation with our suppliers and looking at the amount of routine maintenance tasks passed from NHP to FDIS, a new date of 29 April 2022 has been set for VIVO and Amey to contact families to make the appointments to meet this back log of works. We do apologise for this delay and for any inconvenience caused to Service personnel and their families.

 

We understand that some families who raised complaints under the NHP contracts have not yet been contacted regarding their complaint being taken forward. We would like to reassure families that Pinnacle started to call families last week to progress their complaints and by 29th April, will have contacted all families.

 

Finally, we would like to provide some clarity about HomeHub and why this did not go live at the start of the new contracts. It was always the intention for HomeHub to go live after this transition period, as Air Commodore Savage, DIO’s Head of Accommodation, explained in the FDIS Facebook Live session on 11 January (at around 7.14 minutes). This is standard practice for a change of this nature as it is important that we ensure the new service and traditional ways for families contacting the NSC are fully working and that any issues are resolved before we roll out the self help options through the HomeHub. Once we are satisfied the service is fully stable, the HomeHub will be introduced to complement existing phone and online means of contacting the NSC by enabling families to raise requests from phone, tablet or PC. Any contract transition is challenging, and our focus is on getting the basics right especially around response maintenance and anything to do with safety before we progressively roll out the new capabilities.

 

These contracts offer the opportunity to make a big difference to the lived experience for Service families but not everything will change overnight and some of the innovations FDIS will bring may take time for some to embed and deliver results. We absolutely understand the frustrations felt by some families as these new contracts settle and please do keep feeding back to Pinnacle, your welfare teams and the Families Federations about concerns you have. These are crucial for us to understand as together with Pinnacle, VIVO and Amey we are working hard to transform housing services for you and are working hard through these early days of the new contract to minimise disruption to families as new systems and ways of working are embedded. We thank you for your patience.

Mar 22- Key Changes

Update: 28th March, 2022

 

A message from DIO:

One week to go until the new contracts start

As we approach 1 April 2022, and in the first week after it, some housing services will be temporarily affected as the new systems are embedded. We would like to reassure families that all emergency and urgent enquiries will continue to be responded to as normal and within the timeframes during this cutover period. For more information about this transition period please see the section below.

The new contracts will be very different from the current one. They have been designed with Service families firmly in mind and DIO collaborated closely with the Housing Colonels from all three Services and the Service Families Federations to ensure that families’ needs are fully considered. They offer the opportunity to break decisively from the past and to build on the commitments made by all suppliers to innovate and deliver more responsive and flexible services to Service families.

 

Some of the key changes are:

 

  • Greater flexibility with how families can contact the National Service Centre. A few weeks after the new contract starts a new Home Hub will be introduced to complement existing phone and online means of contacting the Centre. This will allow families to raise service requests from their smart phone, tablet or personal computer. We will alert families when Home Hub goes live through social media channels and please do keep checking the Pinnacle website.
  • Shorter appointment windows, plus evening and weekend appointments. For all appointments made from Day One onwards, appointments will initially cover a four-hour window but on the day before the appointment this will be narrowed down to one hour. On the day of the appointment families will be given the engineer’s contact number by text.
  • A new target will be introduced to fix at least 85% of repairs on the first visit. This encourages suppliers to improve fault diagnosis, keep more spares in their vehicles and ensure the right engineer is allocated to complete the repair.
  • More robust targets and incentives. These will include specific targets for both delivery performance and – for the first time – customer satisfaction, which will drive the payments the suppliers receive. If the suppliers fall below minimum standards there will be financial consequences, but there will also be financial incentives for them to exceed the minimum contracted standard.

There has been excellent collaboration between DIO, Pinnacle, Amey and VIVO during the transition phase – supported by the Families Federations – to ensure the new contracts are successfully delivered and we very much forward to the new contracts going live next week.

Mar 22 - What to expect during the transition

Update: 11th March, 2022

 

A message from DIO:

The new Accommodation contracts – what to expect during the transition

The new Future Defence Infrastructure Services (FDIS) Accommodation contracts that replace the National Housing Prime (NHP) contract will come into service on 1 April 2022. As we approach that date, and in the week following, some housing services will be temporarily affected as new systems are embedded. We refer to this period of transition between the NHP and new FDIS accommodation contracts as the “cutover” period. We would like to reassure families that all emergency and urgent enquiries will continue to be responded to as normal and within the timeframes during this cutover period.

 

1. Cutover arrangements for reactive maintenance to homes

a. Emergency and Urgent repairs and maintenance requests

The arrangements for raising Emergency and Urgent repair requests will not be impacted. Families should contact Amey using existing channels until midnight on 31 March 2022. From Friday 1 April 2022, when the new Accommodation contracts formally start, emergency and urgent calls for repairs and maintenance should be made through Pinnacle’s National Service Centre (NSC) or telephone 0800 031 8628.

 

From 25 March 2022 inclusive, Amey will not always be able to allocate appointments for Urgent repairs before their current contract expires on 31 March 2022. If they cannot allocate families an Urgent appointment, they will pass the requirement to the new Regional Accommodation Maintenance Services (RAMS) Contract teams – VIVO for the South East and South West Regions and Amey for the North and Central Regions – who will contact you to arrange appointments to complete these works as soon as possible, on or after 1 April 2022. The FDIS suppliers will increase the size of their teams to support with clearing works that transition over from NHP to the new FDIS contracts.

 

b. Routine repairs and maintenance requests

From 11 – 25 March 2022 inclusive, Amey will continue to take calls for all categories of repairs and maintenance but will not always be able to allocate appointments for routine works before their current contract expires on 31 March 2022. If they cannot allocate you a routine appointment, they will pass your requirement to the new RAMS contract teams as above, who will endeavour to contact you between 28 March and 8 April 2022 to arrange appointments to complete these works. The FDIS suppliers will increase the size of their teams to support with clearing the works that transition over from NHP to the new FDIS contracts.

 

From 26 March – 10 April 2022 inclusive, no calls will be taken by Amey or Pinnacle for routine repairs or maintenance calls under the NHP contract – only calls for Emergency and Urgent repair and maintenance issues will be taken. This is to allow time for key transition activities including staff induction, the issue of new kit/clothing/vehicles, training and embedding new systems while ensuring that Emergency and Urgent repairs are attended to promptly. Over this period, messages will be posted by Amey (until 31 March) and Pinnacle (from 1 April) asking families to wait until at least 11 April 2022 to report new Routine maintenance requests.

 

From 11 April 2022, families should contact the National Service Centre or telephone 0800 031 8628 to raise routine repairs and maintenance issues. The Pinnacle National Service Centre will be staffed appropriately to anticipate a surge in calls, emails and live chat at this time.

 

We do understand that this may be frustrating for some families and apologise that there will be a gap for these routine enquiries. However, we would be grateful for your support during this time so that we can ensure that families with Emergency and Urgent needs are prioritised while our suppliers complete activities essential to the success of FDIS. DIO and our suppliers are committed to putting the interests of Service families first and improving the lived experience for families is at the heart of the new contracts. Taking this approach will ensure the new systems are fully ready and that Pinnacle, Vivo and Amey are able to transition smoothly from the NHP to the new FDIS contracts.

 

2. Move-in and move-out appointments

To allow for essential work as part of the change-over to new FDIS accommodation contracts, the e1132 site will be temporarily offline from 12:00hrs on Thursday 31st March until 08:00hrs on Friday 1st April 2022. Please accept our apologies for any inconvenience this may cause.

 

Move-in and move-out appointments and any other occupancy appointments agreed with families with Amey prior to 1 April 2022 will be attended by a Pinnacle Housing Officer on an agreed date from 1 April. All supporting information will be passed from Amey to Pinnacle as required such as Statutory and Mandatory Inspection certificates.

 

3. Complaints/CAAS Challenges

Amey will endeavour to resolve as many as Stage 1 complaints/CAAS challenges as possible before 31 March 2022.  If they are unable to complete the work required to close a complaint or respond to a CAAS challenge prior to this date, the complaint/CAAS challenge will be paused and Amey will inform the complainant that their complaint/CAAS challenge will be passed over to Pinnacle. From 1 April 2022 Pinnacle will be in touch with families with a new reference number and to discuss and take forward these cases.

 

4. Additional Needs and Disability Adaptation (ANDA) Works

Amey will endeavour to continue to undertake ANDA work, where possible, up to 31 March 2022. If they are unable to complete the work required prior to this date, the work will be paused.  Families with outstanding ANDA work will be contacted directly by Amey to inform them that the work will be passed over to Pinnacle, who will make contact soon after 1 April 2022 to provide a dedicated point of contact and to progress the request.

 

Further information on the new FDIS accommodation contracts

More details will be made available to Service personnel and their families over the coming weeks through the SFA Gov.UK website, on social media and via the Families Federations and HIVEs. In addition, comprehensive guides are available for families on the Pinnacle website, which is now live. It is important to note that until 1 April 2022 families must still visit the Amey Defence Services website and continue to use these services regarding their homes.

The introduction of FDIS is intended to represent a step change in the way services will be delivered to families in SFA and we look forward to continuing to work with Pinnacle, Amey and VIVO during the transition phase – supported by the Families Federations – to ensure the new contracts are successfully delivered.

Mar 22 - Four weeks to go

Update: 4th March, 2022

 

A message from DIO:

Four weeks until the new Accommodation contracts start

The new Future Defence Infrastructure Services (FDIS) Accommodation contracts that replace the National Housing Prime (NHP) contract, will come into service 4 weeks from today, on 1 April 2022.

 

More details will be made available to Service personnel and their families over the next four weeks through the SFA Gov.UK website, on social media and via  the Families Federations and HIVEs. In addition, comprehensive guides will be available for families on the Pinnacle website, which has gone live today. However it is important to note that until 1 April 2022 families must still visit the Amey Defence Services website and continue to use these services to log any repairs and requests and access information regarding their homes.

In January, DIO’s Head of Accommodation, Air Commodore James Savage joined the Army Families Federation to answer questions from families about the new Accommodation contracts and you can watch a recording of the Facebook Live from the section above (Jan 22 update). Responses to all the questions raised at the event can be viewed here.

 

Families First Approach

In developing the new contracts, DIO collaborated closely with the Housing Colonels from the RN, Army, RAF and UK STRATCOM and the Families Federations to ensure that families’ needs were fully considered. The new contracts have been developed with Service families firmly in mind and will be very different from the current one. They offer the opportunity to break decisively from the past and to build on the commitments made by all suppliers to innovate and deliver more responsive and flexible services to Service families. Importantly, contracted performance standards have been informed by industry best practice and include targets for customer satisfaction, with financial incentives for contractors to exceed the minimum contracted standards.

 

Another key focus of the new contracts is to change the culture. A ‘Family First’ approach has been agreed with our industry partners, which places the needs of our families at the heart of what we do. This approach will be backed by enhanced customer service training that brings to life what it means to be a Service family.

 

The introduction of FDIS is intended to represent a step change in the way services will be delivered to families in SFA. There has been excellent collaboration between DIO, Pinnacle, Amey and VIVO during the transition phase – supported by the Families Federations – to ensure the new contracts are successfully delivered.

Feb 22 - Change of in-service date

Update: 10th February, 2022

 

A message from DIO’s Head of Accommodation, Air Commodore James Savage:

Further to my last message to families dated 13 January 2022, regarding the introduction of the new Future Defence Infrastructure Services (FDIS) Accommodation contracts that will replace the National Housing Prime (NHP) contract, I am pleased to confirm that the new contracts will come into service on 1 April 2022.
This change to the in-service date of FDIS has allowed time to ensure all the key systems are fully tested and operational prior to going live.
We have collaborated closely with key stakeholders, including the Families Federations, to ensure that Service families’ needs are fully considered and an improved ‘lived experience’ is provided. The new contracts will require suppliers to work differently, such as fixing faults on an initial visit to a property and undertaking simple preventative maintenance while attending properties to reduce disruption to families.
More details will be made available about the new contracts as we approach the in-service date, and comprehensive guides will be available for families on the Pinnacle website.
Further updates will be provided via social media. Information on the new contracts and the benefits they will deliver for families is also available on the SFA Gov.UK website.
Jan 22 - Change of in-service date

Update: 14th January, 2022

 

A message from DIO’s Head of Accommodation, Air Commodore James Savage:

 

We are currently preparing for the introduction of the new Future Defence Infrastructure Services (FDIS) Accommodation contracts that will replace the National Housing Prime (NHP) contract and will fulfil the Defence requirement for the delivery of effective and responsive accommodation services for Service personnel and their families. More information about FDIS and the new suppliers can be found here.

 

The new contracts are due to come into service on 1 March 2022 and DIO and its partners have been working towards this date. However, a risk has emerged that some of the key IT systems on which FDIS would depend might not be ready to deploy on 1 March 2022.

 

Although this risk is not high, DIO and our suppliers are committed to putting the interests of Service families first and it is crucial that we get this right, because improving the lived experience for families is at the heart of the new contracts. Therefore, we are seeking formal approval to change the in-service date by a month to 1 April 2022, in order to ensure the new systems are fully ready.

 

Although the approval process will take a little time, we have agreed with Amey and MOD Head Office that we should extend the current National Housing Prime Contract to 31 March 2022 to ensure that we can continue to deliver services in the meantime. An early decision was necessary to ensure Amey could give its supply chain adequate notice. The proposed change to the in-service date of FDIS should then allow time to ensure all of the key systems are fully tested and proved prior to going live. We will provide a further update once the approvals process has completed.

 

Accommodation is such an important part of family life for Service personnel, which is why we collaborated closely with representatives of our people and their families to develop these contracts and ensure that their needs are fully considered. These new contracts offer the opportunity to break decisively from the past and to build on the commitments made by all suppliers to innovate and deliver more responsive and flexible services to the Armed Forces and their families.

 

The new contracts will require suppliers to work differently, such as fixing faults on an initial visit to a property and undertaking simple preventative maintenance while attending properties to reduce disruption to families.

 

I look forward to continuing working with Pinnacle, Vivo and Amey to transition smoothly from the NHP to the new FDIS contracts, and to ensure delivery performance is maintained. More details will become available as we approach the in-service date, with comprehensive guides to the new contracts to be issued to all families in SFA in good time before the contracts go live in April. Please do keep checking Gov.uk as all the latest SFA FDIS guidance is there, and we will be updating those pages as appropriate.

Jan 22 - Facebook live with Head of DIO

Update: 12th January, 2022

 

James Savage, the Head of Accommodation at the Defence Infrastructure Organisation (DIO) and the Army Families Federation (AFF) jointly hosted a live session on Facebook on behalf of the Naval and RAF Families Federations.

 

The session provided information to the new FDIS contracts as well as answered some questions that you may have.

 

You can watch the recording here.  

Resources
Screenshot of the FDIS article from Homeport magazine (Spring 22)
Click the image to read the article (Homeport Spring 22, p.32-33)
Posted on: 24th June 2021
Updated on: 28th April 2022

It was announced in 2019 that Service personnel who are in a long-term relationship or have residential responsibility for a child will now be able to apply to live together in surplus Service Family Accommodation (SFA) at all UK bases where properties are available. Before that, only married couples, those in civil partnerships and those with legally dependent children could live in SFA.

 

Service personnel wishing to cohabit in surplus SFA in the UK will still be required to comply with Para 0301 of JSP 464, Vol 1, Part 1 as follows:

  • Be aged 18 or over;
  • Have completed Phase 1 training;
  • Be serving on a regular engagement in the UK Armed Forces or be a Full Commitment Reservist as defined in single-Service regulations.

 

Please note that this is NOT part of Future Accommodation Model (FAM), but rather a new policy. This is not an entitlement to SFA – if there is no surplus SFA at your place of work (50 miles within your assignment location), you will not be able to take advantage of this new policy.

For more details, please refer to 2020DIN01-014 (available via Dii).
Posted on: 19th September, 2019
Updated on: 28th January, 2020

FAM Pilot

The 2015 Strategic Defence and Security Review (SDSR) committed the Ministry of Defence to make a new accommodation offer, to help more personnel live in private accommodation and meet their aspirations for home ownership.

 

The way people live and work is changing and the Future Accommodation Model (FAM) reflects this, giving more choice to more Service personnel and their families over where, how and with whom you live.

 

Now that the pilot is live across all Services, FAM leads will test the policy and work closely with Service personnel to see how they respond. The pilot will run for around three years, and everyone’s feedback over that time will be hugely important. A decision will then be made about whether to expand FAM and roll it out to the rest of the UK over the following decade.

 

On 1st April 2019, more information on the model was released. The MOD has produced the following videos to give you an overview of FAM:

 

 

 

FAM is now live at HMNB Clyde, Aldershot Garrison and RAF Wittering.

Under FAM, entitlement to Service Family Accommodation (SFA) will no longer be allocated according to the rank of individuals, but will instead focus on the size of the family, promoting fairness and ensuring homes are fit for purpose. For those living on, or assigned to, HMNB Clyde it is important to know that Single Living Accommodation (SLA) and SFA will still be available, with no SFA properties sold off because of the pilot.

 

If you are happy in your current SLA or SFA at one of the pilot locations don’t worry, you don’t need to take any action. However, if you’d now like to consider renting or buying a home in the local area with support from the MOD, FAM makes this possible:

Eligibility
UPDATE – 12/07/2021

Due to invaluable feedback received from Service personnel assigned to HMNB Clyde, Aldershot Garrison and RAF Wittering – the MOD introduced several changes for the duration of the pilot effective from 12 July 2021:

  • The 12 months Future Availability Date (FAD) reduced to 6 months FAD – meaning SP will need to have 6 months left on your draft.
  • Service personnel able to claim support for voluntary mid-assignment moves.
  • Length of Service reduced from 4 years service to 1 years service.

Please note, the criteria for Regular or Full Time Reserve Service (Full Commitment) has not changed.

 

BEFORE 12/07/201
  • Regular or Full Time Reserve Service (Full Commitment)
  • Based at one of the pilot locations with 12 months or more left on your draft, or have an assignment there of 12 months or more during the pilot
  • Have 4 or more years of Service
Applications

If you decide you want to change your current accommodation and you want to rent then you will need to complete an Accommodation Preference Form (APF) in JPA. If you want to buy a house then you do not fill out the APF, instead you’ll need to take your legal paperwork to your Unit Personnel Office (UPO). If you choose to stay in your current SLA or SFA then you don’t need to do anything.

 

If you are due to be assigned to HMNB Clyde, you can choose your accommodation in line with the FAM policies. You can submit your APF in advance of your start date.

Note: Long Term Relationships (LTR)

It was also announced that Service personnel who are in a long-term relationship or have residential responsibility for a child will now be able to apply to live together in surplus SFA at all UK bases where properties are available, provided that you met the criteria. Please note that this is not part of FAM, but rather a new policy. This is not an entitlement to SFA. Find out more about your eligibility here.

Enquiries/ Further details
HMNB Clyde FAM Cell
Housing Options Scotland

Housing Options Scotland’s (HOS) “Military Matters” programme supports members of the Armed Forces community with any housing needs or issues. The charity offers free, independent information, advice and support to those who get in touch, and they can help with all kinds of housing tenure – from renting privately to social housing and home ownership.

 

Karen Campbell is the Military Matters broker at HOS and works with clients from the Armed Forces community. Support is offered on a 1-1 basis, where every client receives information and advice tailored to their specific circumstances.

 

Discover My Benefits

Find out what you could receive in payments and allowances, if you rent or buy a home under FAM via Discover My Benefits.

Information on gov.uk
Attachments

The MOD and the NFF’s Homeport magazine have also produced videos, articles and leaflets that can help you understand this update better:

Step-by-step guide:

 

Here’s what the first people to benefit from new choices in accommodation in HMNB Clyde have to say about FAM:

FAM informational poster.
FAM informational poster.
FAM guide front page.
Guide for existing renters at HMNB Clyde
FAM informational poster.
All you need to know about FAM (Homeport Summer '19, p.37-40)

The Naval Families Federation welcomes your thoughts on this pilot. Please do contact us.

 

Posted on: 1st April, 2019
Updated on: 12th July, 2021

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

Complaints

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: 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

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: people-accom-acrp-stage3@mod.gov.uk
  • Letter:

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

 

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

Message from the Defence Infrastructure Organisation (DIO):

 

Sub-letting of Service Family Accommodation

The Defence Infrastructure Organisation (DIO) has initiated a long-term project to sub-let empty Service homes that are not currently required.

As well as the normal management margin required to ensure properties are available for families where we have sufficient homes, DIO has retained some additional properties until the future needs of Defence are fully known.

This approach gives us flexibility to manage the requirements of the Front Line Commands. However, empty properties do no generate any income, and instead draw revenue away that could otherwise be invested elsewhere in the estate.

The needs of Service personnel and their families has been considered throughout this project, therefore entitled and eligible Service personnel continue to take priority for SFA and should apply for accommodation as they normally would.

Where there is no requirement from Service families, empty properties will considered on a site by site basis in consultation with local commanders, for sub-let to private tenants – who will be subject to credit and reference checks. This will be on a short term arrangement, so we could return homes back to MOD control if a requirement emerges.

Overall, our planning has been to implement this project without disadvantaging Service personnel, whilst maximising revenue from rental receipts from empty properties that are currently not required.

 

Questions and Answers 

Why are these properties being sub-let?

The current size and cost of the Defence estate is not sustainable, including the cost of maintaining empty Service homes. The MOD and DIO are undertaking a number of initiatives to address these issues. In addition to other initiatives such as disposals, a sub-let project has begun with the aim of generating income through short term lets, whilst providing flexibility to meet the future needs of defence.

 

How many houses could be sub-let under this arrangement?

An initial 2,300 homes could be made available under these arrangements.

 

Will Service personnel and their families be affected?

All of our planning has been to ensure that families are not affected. We:

  • Have chosen sites where there is adequate surplus accommodation that is not required.
  • Plan where possible to release houses in groups rather than individual properties so they can be managed more effectively.
  • Have considered security.
  • Will consult with local commanders and other stakeholders so we understand any local issues.
  • Aim to ensure that Service families are not disadvantaged.

Where additional revenue is going?

Revenue raised by this project will be returned to DIO as part of its overall running and investment in the estate – therefore it will be targeted to where it is needed most to meet the needs of defence.

 

How has security been considered?

Specific security issues will be considered at each site. Furthermore every potential private tenant will be subject to credit and reference checks.

 

Has the Chain of Command been consulted?

The Chain of Command and other stakeholders will be consulted and their feedback will be taken into consideration. Service families in each area will also be informed.

 

Who is going to get these houses?

The properties will be available on the open private rental market, with potential tenants subject to normal credit and reference checks.

 

Will it affect Service families’ access to housing or the maintenance service?

Service families will continue to get Service homes and the normal contracted response repair times will continue to apply. We will monitor this performance as we do now.

 

Will the properties be improved for the private tenants?

These properties will not be improved, but they will be prepared and checked for maintenance and safety prior to occupation, just as they are for Service families prior to move in. Investment for improving Service homes will continue to be targeted at homes occupied by Service families.

The NFF welcomes your thoughts/feedback, please email us on contactus@nff.org.uk or call 023 9265 4374.

 

Posted on: 26th April, 2017

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.

UPDATE (June 22) – ISSUE AFFECTING APPOINTMENTS IN THE SOUTH EAST & SOUTH WEST REGIONS

Message from DIO:

 

There is an issue affecting appointments in the South East and South West Regions that is causing missed appointments for families. This is the result of appointments not flowing correctly from the Pinnacle National Service Centre into VIVO’s scheduling system.

We are very sorry for this and realise how frustrating this is for families, especially as there have been earlier problems with connectivity between the Pinnacle and VIVO systems that have also led to missed appointments. VIVO are working extremely hard with the systems team to identify exactly why this is happening and to find a robust solution.

Interim fixes are being arranged and a permanent solution will be implemented as soon as possible. Meanwhile, VIVO will make contact with families that have been impacted to confirm or reschedule appointments where required.

Where families have had a missed appointment, they will receive compensation.

We will continue to keep families updated regarding this issue and again would like to reassure you this matter is being taken extremely seriously and every effort is being made to resolve this as soon as possible.

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

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