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.
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 ofDIO, 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.
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 April
Included in this issue of Families First:
- TechSee technology rollout
- Performance update on Accommodation contracts
- Key dates to note
- Current and future SFA investment
- Useful links
Update 24 March
Pinnacle National Service Centre system maintenance
The Pinnacle National Service Centre will experience a systems outage this Saturday (25 March) from around 09:00 to 17:00. This is due to works being undertaken to enable future systems capabilities.
For emergency and urgent requests, please continue to call the National Service Centre on 0800 031 8628 (+44 (0) 161 605 3529 if you are calling from overseas) and Pinnacle will process the request manually.
If you need to raise a routine request during this time, please use the Pinnacle new/existing repair form.
Update 17 March
Included in this issue of Families First:
-
Update on how DIO and its suppliers are tackling damp and mould
- Performance update
- Key dates to note
- Current and future SFA investment
- Useful links
Update 7 March
While DIO continues to routinely collect information about the standard of Service Family Accommodation, it is important to us that we have the fullest possible picture of the condition of our Service family homes. This will help us to achieve maximum future investment in our Service Family Accommodation and ensure that spending can be targeted where most needed.
We would really welcome your view and experience of living in a Service family home, it is key to us gaining a more comprehensive understanding of our Service Family Accommodation. If you live in SFA, you should have been contacted with a link to complete a short survey. If you havent received a survey link, this is available on the DIO Service Family Accommodation Defence Connect group or via Families Federations.
The survey closes on 27 March and the results will be used to help inform and focus future investment decisions on areas that are important to you.
Please note data from this survey should not be used to report individual repairs, these should continue to be raised via the National Service Centre.
Update 6 March
Included in this issue of Families First:
-
Update on how DIO and its suppliers are tackling damp and mould
- Performance update
- Key dates to note
- Current and future SFA investment
- Useful links
Update 13 February
Included in the latest issue of Families First:
- Performance update on Accommodation contracts, with a focus on tackling damp and mould
- Key dates to note
- Current and future SFA investment
- Useful links
Update 27 January
DIO has introduced a new Service Family Accommodation newsletter, , to provide families with important information about their homes.??
Families First will include updates on the measures DIO and its suppliers are taking to address contract performance and where DIO is investing money to improve the accommodation estate.??
The newslett