Ministry Of Defence
For updates on missed appointments in the South East and South West regions, please see the Missed appointments in the South East and South West section.
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 25 July 2022
From Monday 25 July until Friday 2 September the phoneline for families to call to discuss their allocation applications will be available from 8.30am to 3.00pm (currently 8.30am to 4.30pm).This measure will allow Pinnacle to devote the necessary effort to managing the Summer Move Surge, ensuring that they support families appropriately through this period.
Families requesting an update on the progress of their allocation will usually be called back after 3pm, allowing dedicated call time to discuss with families.For those families who are unavailable after 3pm, calls will be made prior to that time.
There are no changes to call times for all other Pinnacle Phonelines.
Update 21 July 2022
The average number of missed appointments in the South East and South West regions has reduced to fewer than 10 per day over the last 10 days.Compensation vouchers have been issued to more than three quarters of the families who have raised claims or complaints. The remainder will be issued as soon as possible. VIVO continue to work to clear the backlog of tasks as quickly as possible and have employed 35 additional engineers to support this work. Nearly three quarters of the tasks have been completed.
Delivery of the council tax rebate for Service personnel
This FAQ document explains the 150 council tax rebate for families living in SFA.
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) .
On 11 January 2022, the Army Families Federation hosted a Facebook Live event with DIOs Head of Accommodation to answer questions from families about the new Accommodation contracts. Responses to all the questions raised can be viewed at .
You can also watch a recording of the Facebook Live.
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 funding infographic. DIO Crown Copyright 2022.