Guidance

Service family accommodation

A guide for service families about applying for, maintaining, moving in and out of and living in UK service family accommodation (SFA).

Coronavirus Update

Works on the SFA estate during the Coronavirus crisis

Some concerns have been raised directly to Amey personnel, the Families Federations and more widely, about Amey and other industry partner operatives continuing to carry out work on SFA during this period of national crisis when recent government measures require people to stay at home, except for limited activity.

For the purposes of supporting service families via the National Housing Prime (NHP) Contract, Amey and its supply chain partner operatives are classed as key workers who are required to report for duty at MOD Estates to deliver critical services in support of National Security, Defence operations (including the COVID-19 Support Force), and the broader defence enterprise.

NHP operatives will therefore be seen frequently on SFA estates, including visiting properties to undertake required works. The services Amey is continuing to provide are important for Service families to ensure that homes remain safe, compliant and well maintained; these services are included within the UK government guidance on going to work.

We fully understand the concerns of service families at this difficult time and the steps set out below are aimed at protecting the health and safety of service families, Amey and supply chain personnel. All NHP works will be undertaken in accordance with government guidelines; these include:

  • confirming in advance whether anyone in the property is self-isolating or social distancing
  • wearing an Amey ID card in a visible position
  • remaining more than 2m from other people
  • requesting occupants move to another room/area while the work is carried out
  • cleaning tools and equipment afterwards using sanitisation spray or wipes
  • washing hands for 20+ seconds using soap and warm water at the nearest available hand wash basin on arrival and before departure
  • using anti-bacterial hand gel where there are no washing facilities.

As the virus begins to impact further on Amey and its supply chain, we will need to take steps to prioritise activities in support of Service families. We will carry works out in the following order of priority, with activities reducing as resources are reduced:

  • emergency response maintenance
  • planned statutory inspections such as gas and electrical inspections
  • planned mandatory inspections such as radon, unvented cylinders and the like
  • response maintenance; critical, urgent and routine
  • void preparations in anticipation of future unit moves, acknowledging all but essential moves have ceased until further notice
  • grounds maintenance work including grass cutting, weed spraying and litter picking

While these activities may not seem ‘essential’, they are necessary to continue to provide a safe home and environment for service families to live in, and to avoid the degradation of the estate.

For additional works such as improvements to SFA, the intention is to continue delivering those works in line with government advice. However, it is recognised that the availability of staff and/or materials may become more constrained over time and sites may need to be closed and left in a safe condition for a period of time until these issues can be resolved.

Please be assured that DIO, Amey and our supply chain are committed to ensuring the safety of service families and staff. We welcome your continued support during this difficult time.

Self-isolating period

To control the spread of Covid-19 and to protect the health of service families and DIO and Amey staff, once a property has been recorded as ‘self-isolating’ it will be categorised as such for a minimum of 17 days from the point of notification/recording. At the end of this period, Amey will contact the occupants to seek confirmation it is safe to enter the property. This clarifies earlier advice and will be introduced immediately.

Playground Restrictions

The updated government guidance on the closure of business and premises, aimed at slowing down the spread of Covid-19, has implications for playgrounds on the SFA estate. To comply with this guidance, we are taking steps to stop entry to all fenced playgrounds maintained by Amey. We understand this will be very difficult for families with small children but for everyone’s safety, we shall start closing and locking these playgrounds as quickly as possible. For those unfenced playgrounds within the estate, service personnel and their families are asked to support fully the government’s guidance in this matter and to stop using the playgrounds to reduce further the risk of the virus spreading.

Change of Process for Pre Move Out and Update on Betterment Moves

In the interest of minimising the amount of direct contact between Housing personnel and SFA occupants, DIO and Amey have agreed that, with immediate effect, all Pre Move Out (PMO) appointments will be conducted via telephone rather than a direct visit. The Amey Accommodation Officer will issue a PMO pack, via email, to the SFA occupant for review in advance of the planned PMO meeting. At the time of the prearranged meeting, the Accommodation Officer will then telephone the occupant and complete relevant documentation, confirming the occupant’s responsibilities at the time of the Move Out.

In addition, to further minimise social contact, ‘betterment moves’ will cease until further notice.

Update from Air Commodore Wendy Rothery, Head of Accommodation DIO:

As you know, MOD is taking the spread of Coronavirus in the UK extremely seriously, and you will have seen the recent messages from Chief of Defence Staff (CDS) and the Permanent Secretary (Perm Sec) on the steps being taken to reduce its impact across Defence in line with Government advice.

I realise this is an anxious time for you all and I wanted to update you on the actions we are taking to continue to support you during this time and to ensure your safety and that of our staff and supply chain partners. To date we have taken the following steps:

  • Customer Service Advisors for Amey, Mears and other providers are asking callers if they, or anyone living at their property, is undergoing a period of self-isolation or social-distancing
  • Industry partner personnel attending appointments will call ahead to ask occupants if they, or anyone living at the property is undergoing a period of self-isolation or social-distancing.
  • where occupants are self-isolating, operatives will not enter a property to undertake planned or non-critical reactive maintenance or Move In/Out tasks for a period of 17 days or until such time as it is confirmed that there is no longer any risk
  • operatives will attempt to resolve critical tasks with occupants through telephone dialogue. If resolution is not practical, Regional DIO/Amey teams will seek to identify alternative temporary accommodation
  • if you or your families have been self-isolating, at the end of this period, in accordance with Public Health England Guidelines and the guidelines of the devolved authorities, occupants are asked to ensure the property is clean prior to any 3rd party visiting. Read the COVID-19: guidance for households with possible coronavirus infection for detailed information.

The definitions of self-isolating and social distancing are as follows:

  • self-isolation: staying at home because you, or someone in the same household, has symptoms

  • social distancing: staying at home and/or working remotely if possible, keeping at least 2 metres from others, and staying away from public places even if neither you nor anyone in your household has symptoms.

More detail is available at National Health Service, Amey and Mears websites.

In addition to the well-being of all concerned, our focus will remain on providing the full range of accommodation services. However, given the increasing scale and pace of the virus, and the experience of other countries, over time our ability to deliver is likely to reduce. Whilst we will continue to monitor the situation and keep you updated through your Chain of Command and the Families Federations, we will have to make some hard decisions about the services we can continue to provide. Given the uneven spread of the virus, those impacts are likely to be different from region to region. To help mitigate these as much as possible I would ask, if your issue is non-urgent, to ease pressure by delaying your call until the pandemic starts to subside.

I am grateful for your support and understanding as we navigate through this difficult period. I wish you and your families the very best of health during this difficult time.

Overview

The provision of good quality living accommodation for service personnel and their families is an important priority for the Ministry of Defence (MOD).

The MOD’s Defence Infrastructure Organisation (DIO) manages around 50,000 properties in the UK including planning targeted improvement programmes and planning future requirements. On behalf of the DIO, Amey, manages a comprehensive maintenance service; the allocation of properties; SFA furniture; conducting move in and move out appointments; and the provision of improvements.

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 is DIO’s 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.

Entitlement for SFA and SSFA

To be entitled to apply for SFA, service personnel must:

  • be aged 18 and over
  • be married or in a civil partnership or who have permanent custody of children
  • have at least 6 months to serve

Service personnel who have completed more than 4 years of service and are in an established Long-Term Relationship (LTR(E)) are also eligible to cohabit in surplus SFA, when available. An LTR(E) will be defined by specified criteria and recorded as such on Joint Personnel Administration (JPA).

SFA is at service personnel’s duty station or within a set radius; although you may be eligible to apply for surplus SFA at other locations.

The type of property you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, Amey Occupancy Services Team will allocate you a property using the preferences you have expressed and based on your entitlement or eligibility, competing requirements, and service agreements.

Full details on entitlement and eligibility for UK SFA and Substitute service family accommodation (SSFA) are available in:

Full details on entitlement and eligibility for overseas SFA and SSFA are available in:

SFA costs and charges

Charges for service family accommodation (SFA) for service personnel are set by the Armed Forces Pay Review Body. The current SFA accommodation charges are available to view.

Pay queries

If you have a standard query about your pay in connection with SFA charges, please contact the Amey helpdesk on 0800 707 6000, providing full details (such as your service number) about why you believe that charges have been applied incorrectly so this can be investigated.

CAAS challenges

If you wish to challenge or appeal against your charge as a result of the Combined Accommodation Assessment System (CAAS) then the correct procedure is set out on the CAAS challenges page on the Defence Intranet.

To access the dedicated CAAS Intranet page, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/CAAS-Challenges.aspx

Full details on ‘grade for charge’ are available in:

Applying for and allocation of SFA

e-1132 form

If you are entitled, you will need to complete and submit an application for SFA. All service personnel who have access to the Defence Intranet are expected to complete their application online using the e-1132 form. To access the form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://e1132.domis-r.r.mil.uk/e1132/

The e-1132 form system allows you to:

  • track the progress of your application
  • view available properties that match your entitlement
  • register your top 3 preferences
  • book your ‘move in’ (once an offer for a property has been made and accepted,)
  • where appropriate book your ‘move out’ appointment
  • electronically signing your licence to occupy.

MOD Form 1132

For service personnel who do not have access to the Defence Intranet, a paper version of the MOD Form 1132: application to occupy service family accommodation (SFA) is available in JSP 464: tri-service accommodation regulations (TSARs) Part 2, Chapter 4. Exceptions to using the online system are normally for personnel who are on operations and do not have access to the Defence Intranet.

Amey Occupancy Services team

If you have an allocations enquiry, the Amey Occupancy Services team at the Amey helpdesk is available Monday to Friday from 8:30am to 3:00pm.

You can call them on Freephone: 0800 707 6000 Select Option 3 (for calls made within the UK, mobile users may incur charges) or using the alternative telephone number: 0151 728 1630

Or you can email the team: occupancyservices@ameydefenceservices.co.uk

For more information about the SFA application process, please visit the Amey website

Substitute accommodation

Once in possession of a Non-availability certificate (NAC) you will be able to advance your e-1132 or F1154 application to the Substitute Accommodation team.

For F1154 applications, when all parts have been completed please email to DIORDAccn-SubAccn@mod.gov.uk or post to:

Substitute Accommodation team (SAT)
DIO Accommodation
Ground Floor
Swales Pavilion
RAF Wyton
Huntingdon
Cambridgeshire
PE28 2EA

Your application will then be sent to the substitute accommodation contractor (Mears Group).

Substitute accommodation contractor

From the 1 April 2016 Mears Group were contracted to provide all substitute accommodation for both substitute service family accommodation (SSFA) and single service substitute accommodation (SSSA) taking over from the previous contractor (HCR Ltd).

Mears have now taken over the management of all leases from HCR and will provide in occupation management for the whole of the substitute accommodation portfolio including repairs and maintenance.

In occupancy management

Service personnel occupying a substitute accommodation property should now contact Mears for all occupation queries including out of hours emergencies on the following telephone number 0800 032 4547.

The phone line is open Monday to Friday from 8:30 am to 5:00pm (except bank holidays).

Alternatively you can email resident.enquiry@mearsgroup.co.uk

Further information about substitute accommodation (such as temporary accommodation if the required by date is not met, expenses claims and claim form, payment of bills and a frequently asked questions guide) is available on the Defence Intranet.

Service personnel can copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/Substitute-Service-Accommodation.aspx

Additional needs and disabled requirements for SFA

If you are moving to a new SFA property, please provide details of any special requirements for SFA at the point of application using the e-1132 form or the MOD Form 1132, enclosing any reports from the appropriate professional source, such as your occupational therapist. It is important that the Amey Occupancy Services team is made aware of special requirements at the earliest opportunity.

If you require adaptions to your current SFA property, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the Helpdesk who will record your request and ask you to provide a Medical Report and/or Occupational Therapist’s report in order to progress your request.

Please read our Additional needs and disabled requirements guides.

Moving in

When you accept an offer of an SFA property you should arrange a ‘move in’ appointment using the e-1132 system.

At the agreed date and time, Amey Accommodation Officer will meet you at the property and show you around.

They will give you the opportunity to:

  • familiarise yourself with your new home, its fixtures, fittings and appliances
  • read electricity/gas meters and measure levels in oil tanks
  • take possession of the keys
  • identify who is responsible for any repair or maintenance queries
  • confirm that there is a valid Gas Safety Certificate in the SFA
  • complete and sign the move in documentation

You are required to inspect the property to ensure it meets the Move In standard as outlined on the Amey website, signing to agree or otherwise that this standard has been met.

You can give your spouse/civil partner or a service colleague written authority (known as a ‘Proxy certificate’) to sign the inventory on your behalf if you are unable to attend the ‘move in’ appointment. Please note that the ‘move in’ can only take place during normal working hours.

If you are moving from one SFA (not substitute SFA) to another, you have 2 weeks to hand it back, provided you do so within this time you will only be charged for one property. If you exceed this period you may be charged for both properties.

Housing guide

Service personnel and their families moving into SFA should read the guides available on the Amey website, which contains important information about the services offered and the responsibilities of customers.

You will also be provided with a copy of the SFA 14 day observation form at your Move In.

Licence to occupy insurance

When you live in SFA you should ensure that you have adequate insurance. In addition to arranging contents insurance to protect your personal possessions, the MOD strongly recommends (in accordance with JSP 464) to take out ‘Licence to occupy’ insurance. This specialist insurance covers your potential liability incurred as a result of damage to your SFA caused by you or your family and would provide you with cover up to the required £20,000.

The Services Insurance and Investment Advisory Panel (SIIAP) website provides details of insurers who can supply this insurance and includes websites and telephone numbers for a range of relevant insurance companies. If you are unable to find relevant information on the websites available, we suggest that you call the insurer using the telephone numbers which are also provided. If you already have Kit insurance with one of these specialist insurers, it may be worth checking if you are already covered, as some insurance policies include Licence to Occupy insurance.

Maintenance and repairs of SFA and SSFA

Amey is responsible for the maintenance of SFA in the United Kingdom.

This comprehensive service is free to occupants, who generally have little responsibility for the maintenance of their SFA - some examples of your responsibilities are listed below, see looking after your SFA.

However, customers are responsible for looking after their property and protecting it from damage, and damage caused may be subject to charges.

Maintenance helpdesk

You are required to report any defects to your SFA in the UK to the Amey Helpdesk, which is open 24 hours, 365 days a year:

Freephone: 0800 707 6000, select Option 1 (for calls made within the UK, mobile users may incur charges). Alternative telephone: 0151 728 1630

You can also talk to someone about maintenance/repairs at one of the Amey customer service centres or visit the Amey website.

SSFA repairs

Mears Group Limited took over the management of SSFA and SSSA on 1 April 2016.

For reporting faults to substitute properties, you can telephone 0800 032 4547 or email repairs.enquiry@mearsgroup.co.uk

The phone line is open Monday to Friday from 8:30 am to 5:00pm (except bank holidays).

Emergency repairs outside office hours including weekends and bank holidays you can telephone Mears Emergency Contact Centre on 0800 032 4547.

Private Finance Initiative housing

The telephone numbers for reporting faults to PFI housing are:

PFI housing Telephone Regions covered
Cosford/Shawbury PFI 0345 111 0000 (office hours) or 0845 0500 900 (out of hours) Market Drayton, Donnington Wood, Telford
Wattisham PFI 0203 603 9472 Pinewood, Thorington Park, Ipswich, Redhill, Aldham Mill Hill, Hadleigh
Yeovilton PFI 0300 777 7837 Broadsword Park, Ilchester, Yeovil
Portsmouth PFI 01275 378 481 Emerson’s Green (Bristol), Long Ashton (Bristol), Stoke Park (Bristol), Paxcroft Mead (Trowbridge), , Trowbridge, Seafield Park (Fareham) ,
Portsmouth 2 PFI 01275 378 481 HMS Daedalus (Lee on Solent)
Lossiemouth PFI 0800 917 8732 Lossiemouth, Elgin
Central Scotland PFI 0800 288 8771 Paisley, Dreghorn and Longstone (Edinburgh)

For reporting faults to leased properties, Bulk Lease Hires, (not covered by the Annington Homes Ltd (AHL) sale agreement in 1996), please contact:

Area Telephone
Bardney (Nr Coningsby, Lincolnshire) 0800 027 2057
Ashford 0800 988 2433
Brecon, includes Honddu Court 0800 988 2433
Brize Norton, includes Carterton/Witney/North Leigh 0800 988 2433
Darlington, includes West Park/Devonshire Court 0800 988 2433
Dover, Whitfield 0800 988 2433
Folkstone 0800 988 2433
Gloucester: includes Tewkesbury, Kingsway, Hucclecote 0800 988 2433
Hawkinge 0800 988 2433
Leeming Bar (North Yorks) 0300 555 5561
Salisbury: includes Amesbury, east Anton, Tidworth, Andover, Saxon Rise, Collingbourne, Archers Gate, Saxon Gate 0800 988 2433
York, Accomb 0800 988 2433
Nuneaton 0800 988 2433

Looking after your SFA

You are responsible for keeping your home in a reasonable condition during the time you occupy SFA, and protecting it from damage. In addition, you need to take care of:

  • changing domestic fuses and light bulbs
  • taking precautions to prevent damage to the SFA by fire, frost, the bursting of water pipes and the blocking of drains
  • clearing any sink or bath blockages
  • routine testing and cleaning of smoke detectors and carbon monoxide alarms
  • resetting of electrical trip switches due to faulty bulbs
  • ensuring that all repairs are reported to the relevant maintenance helpdesk as they occur

Amey has a range of customer information available on their website.

Example of service family accommodation showing 2 military personnel walking past 3 blocks of housing, all of which are 3 storeys high. There is off road car parking and speed bumps.

Service family accommodation in south west London (MOD/Crown Copyright)

Moving out

Moving home can be a very busy and stressful time, so we want to make your move as easy and stress free for you and your family as possible.

Visit the Amey website for details on moving out of the UK SFA, arranging a pre move out appointment and find out details about the Amey Walk Away Cleaning Scheme.

Move out

Your move out will be attended by a Amey Accommodation Officer who will inspect your SFA to determine if it meets the agreed move out standard.

If the standard is not satisfactory and there are deficiencies or damages that are not considered to be fair wear and tear, or you have failed to clean the property properly, a charge will be raised by the Accommodation Officer and you will be invoiced accordingly.

In this instance an appropriate Joint Personnel Administration (JPA) action will be taken by the Amey Occupancy Services team to cease accommodation charges on that property from the date of your move out.

Removal services

Agility Logistics Limited (Agility) is the MOD approved service provider for removals and is part of the Global Removal Management Services (GRMS).

Charges for damage and deficiencies for SFA and Substitute SFA recovery from pay

When you move out of UK service family accommodation (SFA) or substitute service family accommodation (SSFA), you may be liable for charges for damages or deficiencies that are not classed as fair wear and tear or because you have failed to prepare the property to the correct standard, for example cleanliness.

DIO can take these directly from the pay of serving personnel. Any payments taken depend on the size of the charge and individual monthly income (using MOD guidelines to ensure that deductions do not exceed a set limit of pay).

If you consider that you are not responsible for the charges, or part of them, for example that the damage is the result of fair wear and tear,you are able to dispute the charge raised using the stage 1 disputed charges form’.

Once the stage 1 dispute has been completed and formally closed, should you disagree with the charges raised and stage 1 decision, you may submit a stage 2 dispute to the appropriate DIO Accommodation Manager responsible for the property using the stage 2 disputed charges form.

Full details on moving out of your SFA and recoveries from pay are available in:

Loss of entitlement

For enquiries about loss of entitlement to SFA resulting from retirement, redundancy, discharge or estrangement, please contact the Loss of Entitlement Team by telephoning 01904 418000 or 94510 8000.

Alternatively, you can contact the team by email: diordaccn-loeteam@mod.gov.uk

If you believe that you will lose entitlement to SFA in the future, or find yourself in this situation, advice is available from a variety of sources. As well as the Joint Service Housing Advice Office, other sources of information and advice are: service charities; families federations; housing advice centres; and local authorities.

Customer service centres

There are a number of Amey customer service centres throughout the UK. These offices provide you with the opportunity to discuss any issues about services provided by Amey face-to-face.

To find your nearest local customer service centre either contact the Amey Helpdesk on 0800 707 6000 or visit the Amey website.

SFA compensation scheme

The MOD and its industry partners aim to provide the highest possible standard of service to those entitled service personnel and their families who live in service family accommodation (SFA) and substitute service family accommodation (SSFA) in the UK.

On occasion when those standards are not met in 2 specific activities, MOD will now recognise this by paying compensation, through High Street vouchers only, to offset any inconvenience caused. The SFA compensation scheme specifically covers:

  • missed appointments
  • significant defect(s) at move

Full details about the scheme and how to claim are published in the SFA compensation claim fact sheet

Making a complaint/customer services

DIO Accommodation and Amey are focused on providing the best service we can to service personnel and their families. However, sometimes things go wrong so below is guidance about the correct process if you wish to make a complaint.

Whatever the problem, we will endeavour to sort it out as quickly as possible. We value your feedback and monitor complaints to help us focus on improving our service in those areas.

CAAS challenges

CAAS challenges are handled in 2 stages (and are separate from the SFA complaints process below).

If you wish to challenge or appeal against your charge as a result of the Combined Accommodation Assessment System (CAAS) then the correct procedure is set out on the CAAS challenges page on the Defence Intranet.

To access the dedicated CAAS Intranet page, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/CAAS-Challenges.aspx

Please note: The Stage 2 complaint form highlighted below cannot be used for CAAS challenges.

SFA complaints

Complaints are handled in 3 stages, with the aim of making sure that the majority can be fully investigated and promptly put right. If you are dissatisfied by the response at any stage, you will be given the opportunity to go to the next stage.

Complaint submission timings

To effectively deal with complaints, it is necessary for them to be considered as close as possible to the date of the matter arising. Therefore, complaints are to be submitted within the timings detailed below. Complaints submitted outside these timings will only be considered if there are clear extenuating circumstances, such as deployments, training etc. Accepting complaints outside of these timings will be assessed on a case-by-case basis.

  • Stage 1 - Submission within 28 working days of the incident
  • Stage 2 - Submission within 28 working days from receipt of the Stage 1 response
  • Stage 3 - Submission within 28 working days from receipt of the Stage 2 response

*If the complaint is related to a culmination of events/matters, then it should be submitted within 28 days of the last event.

Full information about SFA complaints can be found in JSP 464: tri-service accommodation regulations (TSARs) Volume 1, Part 1, Chapter 6

Stage 1

If you are dissatisfied with our service please call the Amey Helpdesk on 0800 707 6000 or visit the Amey website.

Once you have registered a complaint, a Amey customer care manager will contact you, and give you a reference number for your complaint. They will explain how the process works and keep you regularly updated on the progress of your complaint.

If you are not satisfied with the way the complaint is handled or you want to speak to someone more senior, you can speak to a senior manager at the Helpdesk or a Amey director.

Stage 2

If your complaint has been formally closed at stage 1 and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team. You can do this in 3 ways:

  1. Interactive form: by completing the stage 2 complaint form, which for security reasons is only available on the MOD Intranet. To access the form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Documents/SFA-Stage2-Complaint-Form.pdf.

2.Email: by emailing the DIO Customer Service Team setting out your stage 2 complaint so that you include:

  • the stage 1 complaint reference number
  • your name and telephone number
  • the SFA address relating to your complaint
  • why you are not happy with the result of your stage 1 complaint
  • what desired outcome or remedy you are seeking

Any emails not containing all of this information will not be accepted by the Customer Service Team. Please send your email to: diordaccn-stage2noreply@mod.gov.uk

3.Letter: by writing to the DIO Customer Service Team setting out your stage 2 complaint ensuring you include the information highlighted above.

Customer Service Team
DIO Accommodation
Ground Floor, Mail Point No. 4
Swales Pavilion
RAF Wyton
Cambridgeshire
PE28 2EA

If you make a stage 2 complaint, DIO will have access to your stage 1 complaints details and records, so you do not need to re-submit the full details of your complaint.

DIO will acknowledge it within 3 working days and provide you with a reference number. An investigation will then be carried out, however there is no standard response time due to the need to further investigate complaints that vary in nature and complexity.

Stage 3

If you are not satisfied with the response you receive at stage 1 and stage 2, you can escalate your complaint to the Accommodation Complaints Review Panel by writing to:

Accommodation Complaints Review Panel
People Accommodation
Ministry of Defence
Floor 6, Zone N
Main Building
Whitehall
London
SW1A 2HB

Further independent advice

You can also seek independent advice through your:

  • local service welfare organisations
  • Unit Welfare Officer
  • RAF Community Support Officer or Unit Families Officer
  • Families Federations representatives
  • HIVE

Alternatively there are civilian organisations such as Citizens Advice Bureau, service charities or housing advice centres who can help.

Downgrading or compensation

Amey and DIO do not have authority to pay compensation or loss of earnings. We may temporarily downgrade accommodation charges where a major loss of amenity has occurred. Permanent downgrading can only be approved by a Board of Officers.

UK SFA Customer Survey

A monthly telephone survey of randomly selected customers is conducted by Opinion Research Service (ORS) on behalf of the MOD. The aim of the research is to help MOD better understand the views of service personnel and families living in UK service family accommodation (SFA) and substitute SFA (SSFA).

Although customers do not have to take part, we encourage them to respond to this short survey as your opinions will be used to measure how DIO is performing and identify ways of making further improvements to the housing service that matter to you. Answers are treated in the strictest confidence and only used for research purposes.

If you have any queries about the survey, or would like to follow up a call, please phone ORS on 01792 535322. Please note that ORS only deal with SFA customer survey related issues.

The results of the survey are issued to key DIO accommodation stakeholders on a quarterly basis: DIO accommodation customer satisfaction tracker survey

The Combined accommodation assessment system (CAAS) for service homes

The CAAS for service family accommodation (SFA) is the method of setting charges in the UK and overseas and replaces the 4 Tier Grading (4TG) System (except Germany). CAAS is a fairer and less subjective system than the 4TG System, and ensures that charges for SFA are set in accordance with modern, nationally recognised standards (utilising the Department of Communities and Local Government Decent Homes Standard. Where charges increase there will be transitional protection that will set a maximum cap for the increase in any single year.

To access the dedicated CAAS Intranet page, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/sites/defnet/DIO/Pages/Combined-Accommodation-Assessment-System.aspx

Published 12 December 2012
Last updated 27 March 2020 + show all updates
  1. Updated the Service Family Accommodation Coronavirus with new section named 'Works on the SFA estate during the Coronavirus crisis'.

  2. Added additional information to the Coronavirus update.

  3. Added an additional Coronavirus update message.

  4. Added a Coronavirus update from the Head of Accommodation DIO.

  5. Added new information and phone number for the SFA survey.

  6. Updated page content.

  7. Updated content under heading 'Charges for damage and deficiencies for SFA and Substitute SFA recovery from pay'.

  8. Updated the UK SFA customer survey telephone number.

  9. Updated information under 'Private Finance Initiative housing' heading.

  10. Sections update on contact emails in 'Loss of entitlement' and 'Complaints'.

  11. Added a sentence under the entitlement of SFA.

  12. Updated the SSFA repairs section contact email address.

  13. Updated web links

  14. Updated website link to CAAS intranet page

  15. Updated the link to the e-1132 form.

  16. Updated the web text to reflect name change from Carillon Amey to Amey.

  17. Updated the CarillionAmey Occupancy Services team contact email address.

  18. Amended the body text to reflect the fact that Charges for service family accommodation are now available.

  19. Updated text about MOD Form 1132 and updated contact email addresses.

  20. Updated the information to reflect the revisions made to the Service family accommodation (SFA) complaints process on Tuesday 1 May 2018.

  21. Small text changes and replacement of PDF to reflect that as from 1 April 2018 – DIO Service Delivery Accommodation becomes DIO Accommodation.

  22. Updated PFI housing contacts list.

  23. Updated details of company who conducts the monthly telephone survey to Opinion Research Service (ORS)

  24. Updated information about Additional needs and disabled requirements for service family accommodation

  25. Updated links to new website

  26. Added SFA compensation scheme.

  27. Updated Stage 2 complaints information.

  28. Updated 'Making a complaint/customer services' section.

  29. Added new paragraph regarding CAAS challenges.

  30. Updated the 'SFA costs' section to include a section on charges, pay queries and CAAS challenges and include a link to the current SFA accommodation charges.

  31. Updated information about substitute accommodation.

  32. Updated contact details for SSFA repairs.

  33. Updated section on CAAS Charge Band letters.

  34. Updated Introduction of combined accommodation assessment system section

  35. Corrected broken links to CarillionAmey website.

  36. Updated Making a complaint/customer services section.

  37. Added new paragraph at end of the CAAS section.

  38. Added new paragraph on Introduction of Combined Accommodation Assessment System (CAAS) for service homes

  39. Changed opening times for CarillionAmey Occupancy Services team. Added Leeming Bar (North Yorks) contact details to Maintenance and repairs of SFA and SSFA table.

  40. Amended CarillionAmey Occupancy Services email address.

  41. Changes throughout content.

  42. Updated the Move in and move out sections for the next phase of the National Housing Prime contract on Monday 1 December.

  43. Updated content following new contract with CarillonAmey which came into effect 1 November 2014.

  44. Updated announcement.

  45. Updated information about the 'Pre move-out Advisory Visit'.

  46. Amended DIO Service Family Accommodation satisfaction survey text and included link to survey.

  47. Added an announcement about the 'National Housing Prime Contract: contract award'

  48. Added links to Service family accommodation maintenance guide, customer guides and Service family accommodation factsheets.

  49. Updated the telephone numbers for Lossiemouth PFI and Central Scotland PFI under the Private Finance Initiative housing section.

  50. Updated information about the Pre-payment cleaning scheme (England and Wales).

  51. Information within the Housing Allocations Service Centre (HASC) section has been updated as teams have been reduced from 8 to 7.

  52. Added revised customer guides as team has changed from DIO Operations Accommodation to DIO Service Delivery (SD) Accommodation.

  53. Added information about the process and how to dispute a charge to damaged service family accomodation once a service family has moved out.

  54. Updated details in the 'What if I don’t wish to accept the offer?' section

  55. Added paragraph DIOI/SFA customer charter paragraph.

  56. Added new paragraph "How much does SFA cost?"

  57. Added information about the 'move in' welcome pack and updated the Customer Assistance Point (CAP) factsheet

  58. Updated to include information about SFA Customer Assistance Points (CAPs)

  59. Updated information about the UK SFA Customer Survey

  60. Added UK SFA Customer Survey content

  61. Updated information

  62. Updated the 'How do I apply for SFA?' section

  63. First published.