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 18 August 2022
Unfortunately, a number of appointments had been missed due to issues with contractor IT systems.
The issues have now been resolved and fixes have been deployed. Our contractors have worked hard to address the resulting backlogs, including contacting impacted families to apologise and confirm or rearrange appointments as needed. Compensation is also being paid to all affected families.
Update 12 August 2022
Missed Appointments in the North and Central Regions
Unfortunately, a number of missed appointments were experienced by families earlier this week in Ameys North and Central regions. This was a result of a server security certificate expiring on 7 August which meant appointments did not transfer from Ameys scheduling system to its operatives hand-held devices from 7-9 August.
When the problem became apparent, Ameys Regional Service Centre staff intervened to schedule engineers by telephone to attend the planned appointments. Where appointments are confirmed to have been missed, Ameys Regional Service Centre will issue an apology, re-book appointments and proactively issue compensation.
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.
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 thereby to keep you and your family safe from harm.
If your property is due a gas or electrical check the regional contractor (VIVO or Amey) will contact you to arrange a suitable time for the check to take place. It is extremely important that you respond to an email to confirm the appointment date and time is suitable. VIVO or Amey can change the appointment time if it is unsuitable.
If gas appliances are not serviced regularly, they can lead to leaks and carbon monoxide poisoning. This is a highly poisonous has 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.
It is really important 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 contacting the VIVO or Amey to rearrange if the time is not suitable.
Update 10 August 2022
Missed appointments in the South East and South West regions
The fix to resolve the missed appointments in the South East and South West regions has been successful and reports of missed appointments are now very low. We will continue to monitor this situation closely.
Compensation vouchers have been issued to all families who have raised claims or complaints regarding these missed appointments. VIVO continue to work to clear the backlog of tasks as quickly as possible and have employed 35 additional engineers to support this work. Over 90% of the tasks have been completed.
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.