Service Family Accommodation

Overview

The provision of goodgood-quality qualityliving homesaccommodation for Service personnel and their families is an important priority for the Ministry of Defence (MOD).

The MOD’s Defence Infrastructure Organisation (DIO) manages around 49,00050,000 homesproperties in the UK onincluding planning targeted improvement programmes and future requirements. On behalf of DIO, Amey manages a comprehensive maintenance service; the MODallocation andof isproperties; alsoSFA responsiblefurniture; forconducting planningmove forin futureand requirementsmove out appointments; and targetedthe improvementprovision programmes.of improvements.

OnPlease note that on 1 April 2022 the new Future Defence Infrastructure Services (FDIS) Accommodation contracts replacedwill replace the National Housing Prime (NHP) contract.contract Theseand newwill contracts fulfil the Defence requirement for the delivery of effective and responsive accommodation services for Service personnel and their families.

On behalf of DIO, Pinnacle Group Ltd manage the National Accommodation Management Services (NAMS) contract in the UK. Their National Service Centre is the single point of contact for requests from families living in Service Family Accommodation (SFA) including raising repairs and maintenance issues, the allocations of homes and conducting move-in and move-out appointments. Contact details can be found on the Pinnacle Service Families website.

Four Regional Accommodation Maintenance Services (RAMS) contracts provide statutory and mandatory checks, repair and maintenance services and the preparation of allocated homes for Service families. Amey Community Ltd manage the Northern and Central regions and VIVO cover the South East and South West.

The Customer Service Charter SFA Customer Charter (PDF, 1.32 MB, 4 pages) is DIO’s commitment to Service personnel and their families to provide decent living standards and excellent customer service. We are committed to improving the condition and standard of the Service Family Accommodation (SFA) estate; sustaining improved levels of maintenance and repair performance; and enhancing customer service.

Future Defence Infrastructure Services (FDIS)

The current National Housing Prime (NHP) contract, which providedprovides management and maintenance services for SFA waswill be replaced onin 1 April 2022 by the Future Defence Infrastructure Services (FDIS) contracts.

For further information about the new contracts, who they have been awarded to and to understand what these changes may mean for Service personnel and your families please read the FDIS Accommodation Guidance Note (January 2022) Future Defence Infrastructure Services (FDIS) Accommodation (ODT, 23.5 KB).

On 11 January 2022, the Army Families Federation hosted a Facebook Live event with DIO’s Head of Accommodation to answer questions from families about the new Accommodation contracts. Responses to all the questions raised can be viewed at Future Defence Infrastructure Services (FDIS) Accommodation contracts Facebook Live event: Your questions answered (PDF, 275 KB, 17 pages).

You can also watch a recording of the Facebook Live.

The new accommodation contracts – what to expect during the transition

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 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.

Access more information about the services temporarily affected: The new accommodation contracts – what to expect during the transition (ODT, 21.1 KB)

COVID-19 Guidance for the MOD Housing Community

COVID-19 guidance for families living in SFA

The safety of families living in Service Family Accommodation (SFA) and Substitute Service Family Accommodation (SSFA) remains our top priority. We want to reassure families that services to your homes will continue to be delivered safely and DIO and our Industry Partners will continue to maintain COVID-19 safe working practices including:

• contractors will continue to call in advance of a visit to yourSFA/SSFA home to ensure occupants are not self-isolating
• all operatives will wear a face covering whilst working in your homeSFA/SSFA
• contractors will continue to sanitise their hands and equipment before entering youran homeSFA/SSFA
• social distancing protocols will continue to apply

For more guidance on how we will continue to ensure COVID-19 safe working practices in your homes please refer to COVID-19 guidance for the MOD Housing Community below.

• COVID-19 guidance for Service Family Accommodation (ODT, 26.1 KB)
• COVID-19 Guidance for Substitute Service Family Accommodation (ODT, 74.1 KB)

Project Speed: additional government funding to improve service families accommodation

On 17 July 2020 the Defence Secretary and the Chancellor of the Exchequer jointly announced £200-million of new Government funding to improve accommodation for Service personnel. These exciting improvement works have been taking place over the past 18 months throughout the UK SFA estate. For details of these improvements and how these works will be carried out please read the Fiscal Stimulus update guidance (October 2020) (PDF, 162 KB, 5 pages).

Entitlement for SFA

To be entitled to apply for a SFA, home,service 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

Service personnel who are in an established Long-Term Relationship (LTR(E)) are also eligible to cohabit in surplus SFA, homes, when available. An LTR(E) will be defined by specified criteria and recorded as such on Joint Personnel Administration (JPA).

SFA is at Serviceservice personnel’s duty station or within a set radius; although you may be eligible to apply for surplus SFA at other locations.

The type of homeproperty you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, PinnaclesAmey HomeOccupancy Services Team will allocate you a homeproperty using the preferences you have expressed and based on your entitlement or eligibility, competing requirements, and service agreements.

Full details on entitlement and eligibility for UK SFA 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

SFA costs and charges

Charges for service family accommodation (SFA) homes for Serviceservice personnel are set by the Armed Forces Pay Review Body. The current SFA accommodation charges are available on the Defence Intranet.

To access the accommodation charges, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Documents/SFA-SLA-Accommodation-Charges.pdf

Pay queries

If you have a standard query about your pay in connection with SFA charges, please contact the PinnacleAmey Servicehelpdesk Centre on 0800 031707 8628,6000, providing full details (such as your service number) about why you believe that charges have been applied incorrectly so this can be investigated.

CAAS challenges

If you wish to challenge or appeal against your charge as a result of the Combined Accommodation Assessment System (CAAS) then the correct procedure is set out on the CAAS challenges page on the Defence Intranet.

To access the dedicated CAAS Intranet page, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-( https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f-Challenges.aspx

Full details on ‘grade for charge’ are available in:

• JSP 464: tri-service accommodation regulations (TSARs)

Applying for and allocation of SFA

e-1132 form

If you are entitled, you will need to complete and submit an application for SFA. All Serviceservice 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: https://e1132.domis-r.r.mil.uk/e1132/

The e-1132 form system allows you to:

• track the progress of your application
• view available homesproperties that match your entitlement
• register your top 3 preferences
• book your ‘move in’ (once an offer for a homeproperty 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 in JSP 464: tri-service accommodation regulations (TSARs) Part 2, Chapter 4. Exceptions to using the online system are normally for personnel who are on operations and do not have access to the Defence Intranet.

PinnacleAmey HomeOccupancy Services team

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

If you have an allocations enquiry, the PinnacleAmey HomeOccupancy Services team at the NationalAmey Servicehelpdesk Centre is available Monday to Friday from 8:30am to 4.30pm.3:00pm.

You can call them on:on Freephone: 0800 031707 86286000 Select Option 23 (or(for +44calls (0)made 161within 6053517the ifUK, callingmobile fromusers overseas).may incur charges) or using the alternative telephone number: 0151 728 1630

Alternatively, you can email the team: hello@pinnacleservicefamilies.co.ukoccupancyservices@ameydefenceservices.co.uk

For more information about the SFA application process, please visit the PinnacleAmey website

Substitute accommodation

Once in possession of a Non-availability certificate (NAC) you will be able to advance your e-1132 or E1154 application to the DIO Substitute Accommodation team.

To access the E1154 form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/Substitute-Service-Accommodation.aspx.

For E1154 applications, when all parts have been completed please email your form to DIORDAccn-SubAccn@mod.gov.uk.

Your application will then be sent to the substitute accommodation contractor (Mears Group).

Substitute accommodation contractor

From the 1 April 2016 Mears Group were contracted to provide all substitute accommodation for both substitute service family accommodation (SSFA) and single service substitute accommodation (SSSA).(SSSA) taking Mearsover providefrom in occupation management for the wholeprevious ofcontractor the(HCR substitute accommodation portfolio including repairs and maintenance.Ltd).

FromMears 1have Aprilnow 2022,taken substituteover accommodation will be delivered under a new contract, the Rentedmanagement Livingof Accommodationall Projectleases (RLAP).from UnderHCR RLAP,and Mears Group will continue to provide allin substituteoccupation accommodationmanagement for both Substitute Service Family Accommodation (SSFA) and Single Service Substitute Accommodation (SSSA), including the occupationwhole management of the substitute accommodation portfolio,portfolio including repairs and maintenance.

In occupancy management

Service personnel occupying a substitute accommodation property should now contact Mears for all occupation queries including out of hours emergencies on the following telephone number 0800 032 4547.

The phone line is open Monday to Friday from 8:30 am to 5:00pm (except bank holidays).

Alternatively you can email resident.enquiry@mearsgroup.co.uk

Further information about substitute accommodation (such as temporary accommodation if the required by date is not met, expenses claims and claim form, payment of bills and a frequently asked questions guide) is available on the Defence Intranet.

Service personnel can copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/Substitute-Service-Accommodation.aspx

Additional needs and disabled adaptations (ANDA) requirements for SFA

If you are moving to a new SFA home,property, please provide details of any special requirements for yourSFA home 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 PinnacleAmey HomeOccupancy Services team is made aware of special requirements at the earliest opportunity.

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

If you require adaptions to your current SFA home,property, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the NationalHelpdesk Service Centre 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.

You can read more ​in ​the Tri-Service Accommodation Regulations (TSARs - JSP 464 Volume 1 Part 2 Chapter 6 Annex C​).

Moving in

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

When you accept an offer of an SFA homeproperty you should arrange a ‘move in’ appointment using the e-1132 system.

At the agreed date and time, aAmey PinnacleAccommodation Housing Officer will meet you at the homeproperty and show you around.

They will give you the opportunity to:

• familiarise yourself with your new home, its fixtures, fittings and appliances
• read electricity/gas meters and measure levels in oil tanks
• take possession of the keys
• identify who is responsible for any repair or maintenance queries
• confirm that there is a valid Gas Safety Certificate in the SFA
• complete and sign the move in documentation

You are required to inspect the homeproperty to ensure it meets the Move In standard as outlined on the PinnacleAmey website, signing to agree or otherwise that this standard has been met.

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

If you are moving from one SFA home (not substitute SFA) to another, you have 2 weeks to hand it back, provided you do so within this time you will only be charged for one home.property. If you exceed this period you may be charged for both properties.

Housing guide

Service personnel and their families moving into SFA home should read the guides available on the PinnacleAmey website, which contains important information about the services offered and the responsibilities of customers.

You will also be provided with a copy of the SFA 14 day observation report by Pinnacleform at your Move In.

Licence to occupy insurance

When you live in a SFA home you should ensure that you have adequate insurance. In addition to arranging contents insurance to protect your personal possessions, the MOD strongly recommends (in accordance with JSP 464) to take out ‘Licence to occupy’ insurance. This specialist insurance covers your potential liability incurred as a result of damage to your SFA home caused by you or your family and would provide you with cover up to the required £20,000.

The Services Insurance and Investment Advisory Panel (SIIAP) “Services Insurance and Investment Advisory Panel (SIIAP)” website provides details of insurers who can supply this insurance and includes websites and telephone numbers for a range of relevant insurance companies. If you are unable to find relevant information on the websites available, we suggest that you call the insurer using the telephone numbers which are also provided. If you already have Kit insurance with one of these specialist insurers, it may be worth checking if you are already covered, as some insurance policies include Licence to Occupy insurance.

Maintenance and repairs of SFA and SSFA

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This comprehensive service is free to Serviceoccupants, Personnel and their families, who generally have little responsibility for the maintenance of their SFA homes - some examples of your responsibilities are listed below, see looking after your SFA.

However, familiescustomers are responsible for looking after their homesproperty and protecting it from damage, and damage caused may be subject to charges.

NationalMaintenance Service Centrehelpdesk

You are required to report any defects to your homeSFA in the UK to the Pinnacle’sAmey NationalHelpdesk, Service Centre, which is open 24 hours, 365 days a year:

Freephone: 0800 031707 8628,6000, select Option 1 (for calls made within the UK, mobile users may incur charges). IfAlternative you can from overseas please telephone: +440151 (0)728 161 605 35171630

You can also talk to someone about maintenance/repairs byat visitingone Pinnacle’sof the Amey customer service centres or visit the Amey website.

SSFA repairs

Mears Group Limited managetook over the management of SSFA and SSSA.SSSA on 1 April 2016.

For reporting faults to substitute homes,properties, you can telephone 0800 032 4547 or email repairs.enquiry@mearsgroup.co.uk

The phone line is open Monday to Friday from 8:30 am to 5:00pm (except bank holidays).

Emergency repairs outside office hours including weekends and bank holidays you can telephone Mears Emergency Contact Centre on 0800 032 4547.

Private Finance Initiative housing

The telephone numbers for reporting faults to PFI housing are:

PFI housing	Telephone	Regions covered
Cosford/Shawbury PFI	0345 111 0000 (office hours) or 0845 0500 900 (out of hours)	Market Drayton, Donnington Wood, Telford
Wattisham PFI	0203 603 9472	Pinewood, Thorington Park, Ipswich, Redhill, Aldham Mill Hill, Hadleigh
Yeovilton PFI	0300 777 7837	Broadsword Park, Ilchester, Yeovil
Portsmouth PFI	01275 378 481	Emerson’s Green (Bristol), Long Ashton (Bristol), Stoke Park (Bristol), Paxcroft Mead (Trowbridge), , Trowbridge, Seafield Park (Fareham) ,
Portsmouth 2 PFI	01275 378 481	HMS Daedalus (Lee on Solent)
Lossiemouth PFI	0800 917 8732	Lossiemouth, Elgin
Central Scotland PFI	0800 288 8771	Paisley, Dreghorn and Longstone (Edinburgh)

For reporting faults to leased properties, Bulk Lease Hires, (not covered by the Annington Homes Ltd (AHL) sale agreement in 1996), please contact:

Area	Telephone
Bardney (Nr Coningsby, Lincolnshire)	0800 027 2057
Ashford	0800 988 2433
Brecon, includes Honddu Court	0800 988 2433
Brize Norton, includes Carterton/Witney/North Leigh	0800 988 2433
Darlington, includes West Park/Devonshire Court	0800 988 2433
Dover, Whitfield	0800 988 2433
Folkstone	0800 988 2433
Gloucester: includes Tewkesbury, Kingsway, Hucclecote	0800 988 2433
Hawkinge	0800 988 2433
Leeming Bar (North Yorks)	0300 555 5561
Salisbury: includes Amesbury, east Anton, Tidworth, Andover, Saxon Rise, Collingbourne, Archers Gate, Saxon Gate	0800 988 2433
York, Accomb	0800 988 2433
Nuneaton	0800 988 2433

Investment and Action Plan to tackle damp and mould in SFA

Providing Service personnel and their families with safe, warm, dry, and compliant homes that are free of damp and mould is a critical priority for DIO. We fully acknowledge that not enough has been done in the past to ensure all homes are free of damp and mould and we are working hard to ensure all homes are to a standard that befits the many sacrifices Service personnel and their families make on behalf of the nation.

Over the years we have been working hard to improve homes. Last year we invested £123m to improve the quality of our homes in the UK and this year we are investing a further £143m. This will see significant improvements to around 45% of our homes, benefiting around 22,000 Service families.

However, we realise more needs to be done. DIO is therefore planning to invest £73-million£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.

We are also improving our process, through a Damp and Mould Action Plan, to provide a more proactive approach through earlier intervention and prevention. From April, there will be a dedicated hotline for families to report issues with damp and mould in their homes and we will communicate this new number to families as it goes live.

Together, these initiatives will make a big difference for thousands of military families.

Read more about the DIO Damp and Mould Action Plan: Investment and Action Plan to tackle damp and mould in Service Family Accommodation (ODT, 9.8 KB)

Looking after your SFA home

You are responsible for keeping your home in a reasonable condition during the time you occupy SFA, and protecting it from damage. In addition, you need to take care of:

• changing domestic fuses and light bulbs
• taking precautions to prevent damage to the SFA by fire, frost, the bursting of water pipes and the blocking of drains
• clearing any sink or bath blockages
• routine testing and cleaning of smoke detectors and carbon monoxide alarms
• resetting of electrical trip switches due to faulty bulbs
• ensuring that all repairs are reported to the relevant maintenance helpdesk as they occur

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

Moving out

Moving home can be a very busy and stressful time, so we want to make your move as easy and stress free for you and your family as possible.

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

Move out

Your move out will be attended by a PinnacleAmey HousingAccommodation Officer who will inspect your homeSFA 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 HousingAccommodation Officer.Officer and you will be invoiced accordingly.

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

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.

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 stage 1 disputed charges form’.

Once the stage 1 dispute has been completed and formally closed, should you disagree with the charges raised and stage 1 decision, you may submit a stage 2 dispute to the appropriate DIO Accommodation Manager responsible for the property using the stage 2 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)

Loss of entitlement

For enquiries about loss of entitlement to SFA resulting from retirement, redundancy, discharge or estrangement, please contact the Loss of Entitlement Team by email: diordaccn-loeteam@mod.gov.uk

If you believe that you will lose entitlement to SFA in the future, or find yourself in this situation, advice is available from a variety of sources. As well as the Joint Service Housing Advice Office, other sources of information and advice are: service charities; families federations; housing advice centres; and local authorities.

Customer service centres

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

There are a number of Amey customer service centres throughout the UK. These offices provide you with the opportunity to discuss any issues about services provided by Amey face-to-face.

To find your nearest local customer service centre either contact the Amey Helpdesk on 0800 707 6000 or visit the Amey website.

SFA compensation scheme

The MOD and its industry partners aim to provide the highest possible standard of service to those entitled Service personnel and their families who live in Service Family Accommodation (SFA) and Substitute Service Family Accommodation (SSFA) homes in the UK.

On occasion when those standards are not met in 2 specific activities, MOD will now recognise this by paying compensation, through High Street vouchers only, to offset any inconvenience caused. The SFA compensation scheme specifically covers missed appointments and significant defect(s) at move.

Full details about the scheme and how to claim are published in the SFA compensation claim fact sheet

Making a complaint/customer service

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

DIO Accommodation and PinnacleAmey are focused on providing the best service we can to service personnel and their families. However, sometimes things go wrong so below is guidance about the correct process if you wish to make a complaint.

We also welcome your positive feedback where something has gone right.

Whatever the problem, we will endeavour to sort it out as quickly as possible. We value your feedback and monitor complaints to help us focus on improving our service in those areas.

Compliments

DIO Accommodation value our people and would appreciate your positive feedback. Where our people have gone over and above to assist you, please let us know. We would love to hear your experience so that we can recognise where our job has been done well.

Please email any compliments to: DIOSDCP-Communications@mod.gov.uk.

CAAS challenges

CAAS challenges are handled in 2 stages (and are separate from the SFA complaints process below).

If you wish to challenge or appeal against your charge as a result of the Combined Accommodation Assessment System (CAAS) then the correct procedure is set out on the CAAS challenges page on the Defence Intranet.

To access the dedicated CAAS Intranet page, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-(https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f-Challenges.aspx

Please note: The Stage 2 complaint form highlighted below cannot be used for CAAS challenges.

SFA complaints

Complaints are handled in 3 stages, with the aim of making sure that the majority can be fully investigated and promptly put right. If you are dissatisfied by the response at any stage, you will be given the opportunity to go to the next stage.

Complaint submission timings

To effectively deal with complaints, it is necessary for them to be considered as close as possible to the date of the matter arising. Therefore, complaints are to be submitted within the timings detailed below. Complaints submitted outside these timings will only be considered if there are clear extenuating circumstances, such as deployments, training etc. Accepting complaints outside of these timings will be assessed on a case-by-case basis.

• Stage 1 - Submission within 28 working days of the incident
• Stage 2 - Submission within 28 working days from receipt of the Stage 1 response
• Stage 3 - Submission within 28 working days from receipt of the Stage 2 response

*If the complaint is related to a culmination of events/matters, then it should be submitted within 28 days of the last event.

Full information about SFA complaints can be found in JSP 464: tri-service accommodation regulations (TSARs) Volume 1, Part 1, Chapter 6

Stage 1

If you are dissatisfied with our service please call Pinnacle’sthe NationalAmey ServiceHelpdesk Centre on 0800 031707 86286000 or visit the PinnacleAmey website.

Please note that on 1 April 2022 new accommodation contracts will come into service and this webpage will be updated. Until then, please visit the Amey Defence Services website for Service Family Accommodation information.

Once you have registered a complaint, a PinnacleAmey representativecustomer care manager will contact you, and give you a reference number for your complaint. They will explain how the process works and keep you regularly updated on the progress of your complaint.

If you are not satisfied with the way the complaint is handled or you want to speak to someone more senior, you can speak to a senior manager at the Helpdesk or a Amey director.

Stage 2

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 23 ways:

1. Interactive form: by completing the 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: https://modgovuk.sharepoint.com/sites/defnet/DIO/Documents/SFA-Stage2-Complaint-Form.pdf.

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 this information will not be accepted by the Customer Service Team. Please send your email to: diordaccn-stage2noreply@mod.gov.uk

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

If you are not satisfied with the response you receive at stage 1 and stage 2, you can escalate your complaint to the Accommodation Complaints Review Panel by writing to People-Accom-ACRP-Stage3@mod.gov.uk or.

Further independent advice

You can also seek independent advice through your:

• local service welfare organisations
• Unit Welfare Officer
• RAF Community Support Officer or Unit Families Officer
• Families Federations representatives
• HIVE

Alternatively, there are civilian organisations such as Citizens Advice Bureau, service charities or housing advice centres who can help.

Downgrading or compensation

PinnacleAmey and DIO do not have authority to pay compensation or loss of earnings. We may temporarily downgrade accommodation charges where a major loss of amenity has occurred. Permanent downgrading can only be approved by a Board of Officers.

UK SFA Customer Survey

A monthly telephone survey of randomly selected customers is conducted by Opinion Research Service (ORS) on behalf of the MOD. The aim of the research is to help MOD better understand the views of service personnel and families living in UK service family accommodation (SFA) and substitute SFA (SSFA).

Although customers do not have to take part, we encourage them to respond to this short survey as your opinions will be used to measure how DIO is performing and identify ways of making further improvements to the housing service that matter to you. Answers are treated in the strictest confidence and only used for research purposes.

If you have any queries about the survey, or would like to follow up a call, please phone ORS on 01792 535322. Please note that ORS only deal with SFA customer survey related issues.

The results of the survey are issued to key DIO accommodation stakeholders on a quarterly basis: DIO accommodation customer satisfaction tracker survey

The Combined accommodation assessment system (CAAS) for service homes

The CAAS for Service Family Accommodation (SFA) is the method of setting charges in the UK and overseas and replaces the 4 Tier Grading (4TG) System (except Germany). CAAS is a fairer and less subjective system than the 4TG System, and ensures that charges for SFA are set in accordance with modern, nationally recognised standards (utilising the Department of Communities and Local Government Decent Homes Standard. Where charges increase there will be transitional protection that will set a maximum cap for the increase in any single year.

The Combined Accommodation Assessment System (CAAS) will be updated on 1 October 2020 to bring CAAS charging in Scotland, Northern Ireland and Wales in line with England by introducing a location assessment based on access to local services. This step has been included in policy for England since 2016 and means that all Service Family Accommodation (SFA) in the UK will be charged using the same measure. This will deliver a fairer application of the UK Location Factor to all SFA across the UK. For more information please visit the Combined Accommodation Assessment System: the new accommodation charging system explained page.

Update on the installation of Electric Vehicle Charge Points (EVCP) in SFA

Following a successful EVCP installation pilot in the South East region, we are pleased to inform families that the scheme is now being rolled out nationwide.

Families whose SFA has off-road parking or a dedicated garage within its immediate vicinity will be eligible to have an individual EVCP installed. Those that have registered for an EVCP and whose SFA meet the eligibility criteria, will be contacted by Amey in the coming months to arrange for a survey and installation, where appropriate.

Subject to funding, estate-wide delivery of EVCPs is also being planned. Two estates – Woolwich and RAF Leeming – have been chosen for the initial delivery in late November, with other SFA estates also being considered. DIO will write to SFA families where estate delivery is planned to give full details prior to any works commencing.

If you have, or are in the process of purchasing, an electric vehicle and have not yet requested a charging point please contact the NationalHelpdesk, Service Centre, hello@pinnacleservicefamilies.co.ukNHPHelpdesk@ameydefenceservices.co.uk, to register your interest. There are no costs to families for an EVCP installation, and grant funding cannot be claimed.

Please note, if you install an EVCP without requesting approval, you may incur charges when moving out.

Further detailed guidance on EVCP installations: Guidelines for Electric Vehicle Charge Point (EVCP) Installation at Service Family Accommodation (ODT, 9.64 KB)