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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
  • 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: 15th October, 2020

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

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

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

 

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