Defence Infrastructure Organisation
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.
On 1 April 2022 the new Future Defence Infrastructure Services (FDIS) Accommodation contracts replaced the National Housing Prime (NHP) contract. These new 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.
Service Family Accommodation in Buckinghamshire (MOD/Crown Copyright).
The Customer Service Charter is DIOs 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 3 November
Compensation for emergency accommodation stays
Families may be entitled to compensation if you experience inconvenience such as missed appointments, total loss of heating or cooking facilities, or having to move into emergency accommodation if a major repair needs to be carried out in your home. More information on the rates and types of compensation can be found here.
In the case of emergency hotel stays, families can claim compensation to cover subsistence, including food. The rate of compensation in this instance is a 25 voucher per person (13 years or above) per night and a 10 voucher per person (under 13 years) per night. Pinnacle will administer the compensation automatically on behalf of Pinnacle, VIVO or Amey.
Once details such as the number of people, ages and email addresses have been agreed by the family and Pinnacle, compensation will be sent to you via email within five working days.
Compensation is paid in the form of Love2Shop vouchers. The e-vouchers can be used at a wide range of retailers and now includes supermarkets including ASDA, Morrisons and Sainsburys. The full list of retailers where vouchers can be redeemed can be viewed here.
Installing smart meters in SFA homes
If you would like to install a smart meter in your home or change the existing smart meter, you can make a request directly to your utility supplier. You dont need to seek permission from DIO. There is also no need to remove the smart meter when you move out of your SFA home. Please leave the digital display unit for the next family to use.
If you live in a home where your electric and/or gas is supplied by the MOD, you cannot request to change the meter. However, DIO is planning a programme of meter replacements to these homes to be delivered when other significant electrical works are also carried out in the SFA.
Combined Accommodation Assessment System (CAAS) Surveys
CAAS surveys of your home are important and we are grateful for your cooperation in allowing these surveys take place. DIO will write to you in advance to inform you when a survey needs to take place. It is important you allow the surveyor access to your home. If the date of the CAAS survey isnt convenient for you, please rearrange at the earliest opportunity using the contact details in your letter. We can then agree a time that works for you.
CAAS surveys are important as they ensure service family homes are safe for occupation and that the correct CAAS Band charge is being applied. The data gathered at CAAS surveys will also identify what works are required at that address and will inform future upgrade and improvement programmes.
Further information about CAAS.
Update 5 October
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.
Gas and Electrical Statutory and Mandatory Inspections
It is a legal requirement to undertake gas and electrical safety checks in your home to reduce the potential for a carbon monoxide incident or an electrical fire, and to keep you and your family safe from harm. If gas appliances are not serviced regularly, they can lead to leaks and carbon monoxide poisoning. This is a highly poisonous gas that can kill quickly with no warning as you cant see it, taste it or smell it. In extreme circumstances, faults can also cause major explosions.
If your property is due a gas or electrical check, you will be contacted by Pinnacle or your regional contractor (VIVO or Amey) to inform you when the inspection will take place. It is extremely important that you respond to the email to advise if the appointment date and time is not suitable and to rearrange a convenient time.
It is vital for your safety that you allow the Regional Accommodation Maintenance Services contractors (VIVO or Amey) access to your home to carry out these vital safety checks.
Please help us keep you safe by being present when your appointment is booked, or by rearranging the appointment with Pinnacle. There is an escalation process followed by Pinnacle to address not being able to access homes involving unit welfare teams and chain of command.