GovWire

Guidance: Service Family Accommodation

Defence Infrastructure Organisation

October 6
13:01 2022

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.

Example image of Service Family Accommodation shows a modern semi detached house with garage and shared front garden of green lawns.

Service Family Accommodation in Buckinghamshire (MOD/Crown Copyright).

The Customer Service Charter SFA Customer Charter (PDF, 1.32 MB, 4 pages) 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 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.

Update 12 August 2022

Safety Notice Regarding Checking Window Restrictors in SFA

The safety of families living in Service Family Accommodation (SFA) and Substitute Service Families Accommodation (SSFA) is a top priority. With warmer weather meaning more windows will be open in homes, we would like to remind families to check that all window safety catches/restrictors are working correctly.

If restrictors are not working or windows can be opened more than 100mm when restrictors are engaged, then please report the fault to the National Service Centre immediately on 0800 031 8628 to ensure a repair is carried out. If you live in SSFA, please contact Mears on 0800 032 4547.

Please note that window restrictors must not be disengaged for any reason where children or vulnerable members of your household are at risk from falling.

For more advice about preventing accidents in your home visit the Child Accident Prevention Trust website.

Impact of increase of cost of living for Service personnel and families living in Service Family Accommodation (SFA)

The UK energy market has recently seen an unprecedented rise in electricity and gas prices and domestic customers across the country have witnessed a 54% annual increase in the average energy bill with further rises expected later in the year. The Energy Bills Support Scheme will deliver a 400 non-repayable discount to eligible households, including SFA on a civilian fuel supply, to help with energy bills from October 2022.

The MODs People Policy team is currently reviewing how the global increase in the cost of living will impact Service personnel and their families living in service family homes. Although DIO do not lead on the policy or determine the energy costs, we want to keep Service personnel and their families updated. Please keep checking this page for updates.

This update provides information for families living in SFA where they pay energy bills direct to a civilian supplier, families who live in homes on an MOD fuel supply and families who live in homes on the Fuel Subsidy Scheme. It also covers homes with oil heating systems.

SFA on a civilian fuel supply

Most families will receive and pay for their gas and electricity direct from a civilian energy provider. These families will receive the governments Energy Bill Support Scheme of 400 which will be administered through their electricity provider as a credit on their electricity bill from October 2022 onwards.The OFGEM Energy Price Cap applies to these costs. The Energy Price Cap is intended to limit how much suppliers can charge consumers for utilities.

SFA on the Fuel Subsidy Scheme

Families living in homes on the Fuel Subsidy Scheme (FSS) pay the MOD direct for their gas and electricity via JPA. DIO procure both electr

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