Service Family Accommodation

Overview

The provision of good quality homes for Service personnel and their families is an important priority for the Ministry of Defence (MOD).

The Defence Infrastructure Organisation (DIO) manages around 49,000 homes in the UK on behalf of the MOD and is also responsible for planning for future requirements and targeted improvement programmes.

DIO operates four Regional Accommodation Maintenance Services (RAMS) contracts which 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.

On behalf of DIO, Pinnacle Group Ltd operate our UK National Service Centre through the National Accommodation Management Services (NAMS) contract. This provides a 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. Pinnacle also provide DIO with consolidated management information, which DIO uses to manage the four regional contracts directly.

The UK and European Support Group’s Customer Service Charters are 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.

Latest news for SFA residents

Update 28 March 2025

Families First - Issue 25 (PDF, 935 KB, 3 pages)

Update 26 February 2025

Families First - Issue 24 (PDF, 943 KB, 3 pages)

Update 30 January 2025

Family First - Issue 23 (PDF, 743 KB, 2 pages)

Update 27 January 2025

Stock Condition Surveys of SFA

Following the deal agreed on 16 December 2024 to bring armed forces housing back into public ownership, DIO will be undertaking an independent Stock Condition Survey of SFA. This will help to provide a detailed assessment of the condition of SFA homes and inform future plans about where and how to invest in SFA.

The Stock Condition Survey is not the same as a Combined Accommodation Assessment System (CAAS) survey and the outcome will not impact CAAS charges.

Around 2,500 homes across the UK will be surveyed. It is expected that inspections will be completed by the end of April 2025.

If your home is selected for inclusion in the programme you will receive a letter approximately one week before the intended date of inspection. Letters will be issued from Jones Lang LaSalle (JLL) who are undertaking the inspections for DIO. JLL surveyors will bring identification letters to inspections signed by DIO.

The surveys will take a maximum of 1 hour and will include inspecting the home both internally and externally. DIO is appreciative of your support and for providing access to your home should it be selected.

Update 17 December

Families First - Issue 22 (PDF, 974 KB, 2 pages)

Update 28 November

Families First - Issue 21 (PDF, 810 KB, 2 pages)

Update 31 October

Families First - Issue 20 (PDF, 845 KB, 2 pages)

Update 20 September

Families First - Issue 19 (PDF, 862 KB, 2 pages)

Update 9 July

Families First - Issue 18 (PDF, 1000 KB, 2 pages)

Update 21 June

Families First - Issue 17 (PDF, 1.29 MB, 2 pages)

Update 2 May

Included in this issue of Families First:

• a message from DIO Head of Accommodation, Air Commodore Leah Griffin
• DIO SFA townhall sessions
• summer move-ins
• UK SFA Customer Satisfaction Surveys

Families First - Issue 16 (PDF, 444 KB, 2 pages)

Future Defence Infrastructure Services (FDIS)

The National Housing Prime (NHP) contract, which provided management and maintenance services for SFA was replaced on 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).

Entitlement for SFA

To be entitled to apply for a SFA home, 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 Service 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 home you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, Pinnacles Home Services Team will allocate you a home 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 Service 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, opencopy and paste the PDFfollowing belowURL into your browser address bar when connectedlogged on to the Defence internet: 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 Pinnacle Service Centre on 0800 031 8628, 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-(CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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

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

Applying for and allocation of SFA

As soon as you receive your new assignment order (AO), and if you are entitled to SFA,  you will need to apply for your new home at your next duty station via the e1132 as outlined above below. You would normally be expected to leave your current SFA/SSFA, unless you have received permission from Pinnacle on behalf of DIO Accommodation to retain your home for a specified period.

While your entitlement to SFA/SSFA normally finishes at the previous duty station on the date of the new assignment, in certain circumstances and for specified periods of time personnel - including regular, FTRS(FC) and MPGS personnel - are able apply to Pinnacle in order to retain their SFA/SSFA at their previous duty station beyond the date of assignment as an extension of their entitlement. This includes personnel who come under the Naval Port rule.

Details on how to retain SFA

Further information on applying for SFA and retaining your current SFA can be found on the Pinnacle website or by calling 0800 031 8628.

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: https://e1132.domis-r.r.mil.uk/e1132/

The e-1132 form system allows you to:

• track the progress of your application
• view available homes that match your entitlement
• register your top 3 preferences
• book your ‘move in’ (once an offer for a home 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.

Pinnacle Home Services team

If you have an allocations enquiry, the Pinnacle Home Services team at the National Service Centre is available Monday to Friday from 8:30am to 4.30pm.

You can call them on: 0800 031 8628 Select Option 2 (or +44 (0) 161 6053517 if calling from overseas).

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

For more information about the SFA application process, please visit the Pinnacle 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.

AccessTo 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

Mears Group provide all substitute accommodation for both substitute service family accommodation (SSFA) and single service substitute accommodation (SSSA). Mears provide in occupation management for the whole of the substitute accommodation portfolio including repairs and maintenance.

From 1 April 2022, substitute accommodation will be delivered under a new contract, the Rented Living Accommodation Project (RLAP). Under RLAP, Mears Group will continue to provide all substitute accommodation for both Substitute Service Family Accommodation (SSFA) and Single Service Substitute Accommodation (SSSA), including the occupation management of the substitute accommodation portfolio, repairs and maintenance.

In occupancy management

Service personnel occupying a substitute accommodation property should 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.

AccessService furtherpersonnel informationcan copy and paste the following URL into your browser address bar when logged on to the Defence Intranet.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, please provide details of any special requirements for your 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 Pinnacle Home Services team is made aware of special requirements at the earliest opportunity.

If you require adaptions to your current SFA home, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the National 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

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

At the agreed date and time, a Pinnacle Housing Officer will meet you at the home 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 home to ensure it meets the Move In standard as outlined on the Pinnacle 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. 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 Pinnacle 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 Pinnacle 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

Pinnacle and their partners Amey and VIVO are responsible for keeping your home maintained in the United Kingdom. VIVO cover the South East and South West and Amey cover North and Central regions.

This comprehensive service is free to Service 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, families are responsible for looking after their homes and protecting it from damage, and damage caused may be subject to charges.

National Service Centre

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

Freephone: 0800 031 8628, select Option 1 (for calls made within the UK, mobile users may incur charges). If you can from overseas please telephone: +44 (0) 161 605 3517

You can also talk to someone about maintenance/repairs by visiting Pinnacle’s website.

SSFA repairs

Mears Group Limited manage SSFA and SSSA.

For reporting faults to substitute homes, 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

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

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 Pinnacle website for details on moving out of the UK SFA home and arranging a pre move out appointment.

Pre-move-out appointments

We encourage families to book your Pre-Move-Out (PMO) appointment at least one calendar month before your potential Move-Out date.  This will allow sufficient time to prepare your home to the Move-Out standard.  It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

Move out

Your move out will be attended by a Pinnacle Housing Officer who will inspect your home 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 Housing Officer.

An appropriate Joint Personnel Administration (JPA) action will be taken by the Pinnacle Home 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 are leaving the armed forces and require advice and guidance, we also recommend using the Defence Transition Services. They will work with you to understand your situation and help you access the right support from the right provider.

Areas they can help you with include: housing, physical and mental health, employment, finances and more. They also provide information on service charities, families federations, housing advice centres and local authorities.

Separation and divorce guidance for military personnel spouses and partners.

Compensation

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 through either significant defect(s) at move in and/or missed appointments, our industry partners will recognise this by paying compensation, through either cash or High Street vouchers, to offset any inconvenience caused.

Full details about the scheme and how to claim are published on Pinnacle’s website.

Making a complaint/customer service

DIO Accommodation and Pinnacle 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-(CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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’s National Service Centre on 0800 031 8628 or visit the Pinnacle website.

Once you have registered a complaint, a Pinnacle representative 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.

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 2 ways:

1. Interactive form: by completing the stage 2 complaint form, which for security reasons is only available on the MOD Intranet. CompleteTo access the stageform, 2copy complaintand form 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

Pinnacle 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.