Overview
The availability of excellent high quality properties for Service personnel and their households is a crucial precedence for the Ministry of Defence (MOD).
The Defence Infrastructure Organisation (DIO) manages round 49,000 properties within the UK on behalf of the MOD and can be liable for planning for future necessities and focused enchancment programmes.
DIO operates 4 Regional Lodging Upkeep Companies (RAMS) contracts which give statutory and necessary checks, restore and upkeep providers and the preparation of allotted properties for Service households. Amey Group Ltd handle the Northern and Central areas and VIVO cowl the South East and South West.
On behalf of DIO, Pinnacle Group Ltd function our UK Nationwide Service Centre by way of the Nationwide Lodging Administration Companies (NAMS) contract. This gives a single level of contact for requests from households residing in Service Household Lodging (SFA) together with elevating repairs and upkeep points, the allocations of properties and conducting move-in and move-out appointments. Contact particulars could be discovered on the Pinnacle Service Households web site. Pinnacle additionally present DIO with consolidated administration data, which DIO makes use of to handle the 4 regional contracts instantly.
Service Household Lodging in Buckinghamshire (MOD/Crown Copyright).
The Buyer Service Constitution is DIO’s dedication to Service personnel and their households to supply respectable residing requirements and glorious customer support. We’re dedicated to enhancing the situation and normal of the Service Household Lodging (SFA) property; sustaining improved ranges of upkeep and restore efficiency; and enhancing customer support.
Newest information for SFA residents
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Included on this concern of Households First:
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Whereas DIO continues to routinely accumulate details about the usual of Service Household Lodging, you will need to us that we now have the fullest doable image of the situation of our Service household properties. It will assist us to realize most future funding in our Service Household Lodging and make sure that spending could be focused the place most wanted.
We’d actually welcome your view and expertise of residing in a Service household residence, it’s key to us gaining a extra complete understanding of our Service Household Lodging. In case you dwell in SFA, it’s best to have been contacted with a hyperlink to finish a brief survey. In case you haven’t acquired a survey hyperlink, that is out there on the ‘DIO Service Household Lodging’ Defence Join group or by way of Households Federations.
The survey closes on 27 March and the outcomes can be used to assist inform and focus future funding choices on areas which might be necessary to you.
Please notice knowledge from this survey shouldn’t be used to report particular person repairs, these ought to proceed to be raised by way of the Nationwide Service Centre.
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Included on this concern of Households First:
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Included within the newest concern of Households First:
- Efficiency replace on Lodging contracts, with a give attention to tackling damp and mildew
- Key dates to notice
- Present and future SFA funding
- Helpful hyperlinks
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DIO has launched a brand new Service Household Lodging e-newsletter, , to supply households with necessary details about their properties.
Households First will embrace updates on the measures DIO and its suppliers are taking to deal with contract efficiency and the place DIO is investing cash to enhance the lodging property.
The e-newsletter will initially be printed bi-weekly and hosted on GOV.UK and Defence Join.
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Compensation for lack of heating
Within the occasion of a lack of heating, compensation can be issued to households to cowl elevated vitality prices brought on by means of momentary heaters. It has been agreed that £20 per day could be claimed by households with out heating, backdated to 7 December.
Households can now submit their claims by way of the devoted kind on Pinnacle’s web site.
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Heating failures
The current chilly climate has led to some households being with out heating and sizzling water, and we’re instantly implementing the next measures in response:
- Following their name to the Nationwide Service Centre, households can be contacted by a certified engineer to assist the swift analysis of faults and allow distant fixes if doable.
- The numbers of heating engineers have been elevated throughout all areas.
- Entry to momentary heaters for households with out heating is being improved, with the goal of heaters being made out there as quickly as doable and inside 24 hours.
- Elevated use can be fabricated from momentary lodging e.g. resorts, to assist households with weak individuals or the place some type of heating can’t be restored in an inexpensive time.
- Compensation can be issued to households to cowl elevated vitality prices brought on by means of momentary heaters.
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Replace for households on Future Defence Infrastructure Companies (FDIS) Lodging contracts efficiency
The extent of service many households have skilled to date underneath the brand new Lodging contracts shouldn’t be what they count on or deserve. DIO and its suppliers Pinnacle, VIVO and Amey are all dedicated to enhancing efficiency for households.
DIO has persistently challenged efficiency, and an enormous quantity of labor has been undertaken to establish the causes and make the enhancements wanted.
In September DIO directed every of its suppliers to place in place Rectification Plans – owned at Board degree – to realize sustained enhancements in contract efficiency. The important thing areas of service enchancment focused by way of the plans are:
Preparation of properties for Transfer-In
The move charge for preparation of properties for move-in has improved since July and August however we nonetheless have some option to go to fulfill the contracted Acceptable Degree of Efficiency of 95%. Appreciable effort is being made to hit, maintain after which exceed that degree.
Restore and upkeep response instances
VIVO and Amey have elevated employees numbers and brought on extra sub-contractors as a way to schedule and plan duties, full repairs extra rapidly, scale back the repairs backlog and obtain extra repairs on the primary go to to properties.
Amey has elevated its inside useful resource by 15 employees and its sub-contractor capability by 60%. VIVO has elevated its useful resource by an extra 88 employees and brought on seven extra subcontractors. This has resulted in some discount in common response instances, however these will not be but at acceptable ranges and a substantial backlog stays to be cleared.
VIVO and Amey are working neighborhood engagement occasions by way of their areas. At these occasions VIVO or Amey managers and operatives will focus on any issues with households, full any repairs that they will on the day, and work with provide companions to finish any excellent gasoline security inspections. If the provider is unable to finish a restore on the day, it’ll ebook an appointment for a handy time. These occasions are communicated to households by way of native social media channels, WhatsApp teams, emails, posters and leaflets, so please look out for upcoming occasions.
Missed appointments
Missed appointments have considerably decreased because the summer time and we are going to proceed our efforts to cut back these additional.
Complaints
Pinnacle is considerably rising staffing of the Nationwide Service Centre’s Buyer Options staff, which offers with complaints and compensation, from 14 to 56 employees. A devoted Buyer Service Supervisor has additionally been appointed to resolve complicated or pressing points and complaints. Most complaints relate to excellent repairs and upkeep duties, and Amey and VIVO are working to resolve excellent duties that require completion as a way to pace up the decision of complaints for households. When VIVO full a restore in a house referring to a grievance, they’re additionally utilizing that chance to finish every other works that the household elevate through the go to.
The backlog of complaints has now begun to cut back, however efforts will proceed to drive numbers of open complaints down and fixing this course of is an absolute precedence.
Communications
Pinnacle has revised the method for households to have the ability to contact it to make sure points could be addressed way more rapidly. As a substitute of emailing hey@pinnacleservicefamilies.co.uk households can now go on to the division they should contact:
For purposes, allocations and requests: HomeServices@pinnacleservicefamilies.co.uk
To ship in any medical/OT experiences for the case managers to assessment: HomeServicesConfidential@pinnacleservicefamilies.co.uk
To debate retention enquiries or to ship in supporting proof for retentions: Retentions@pinnacleservicefamilies.co.uk
For queries referring to present repairs or to boost a brand new restore, use Pinnacle’s Repairs kind or contact Repairs@pinnacleservicefamilies.co.uk
To debate or ebook statutory gasoline or electrical inspections: ComplianceSupport@pinnacleservicefamilies.co.uk
To lift or focus on complaints, compliments or compensation: CustomerSolutions@pinnacleservicefamilies.co.uk
Compensation
Pinnacle has created a devoted compensation dealing with staff to assist pace up the processing of claims. This has already resulted in a major discount in time it’s taking compensation requests to be responded to. Pinnacle has additionally launched native drop-in surgical procedures. There stays a delay in some households receiving their compensation, however that is being addressed by way of the elevated useful resource.
Nationwide Service Centre name wait instances
Households are having to attend too lengthy on the telephone to talk to a customer support advisor. Pinnacle is rising useful resource within the NSC and that is already having a optimistic impression on name wait instances with a gradual discount within the final two weeks, and this pattern is constant.
Enhanced look after households positioned in momentary lodging
Pinnacle now has a devoted useful resource to supply hypercare particularly to assist households who require a lodge keep. Additionally it is enhancing coaching for its preliminary name handlers in order that they’re higher conscious of when and the way this assist could be accessed.
Go Past Group
DIO has arrange a brand new staff to make sure that the FDIS Lodging suppliers ship the absolute best service for navy personnel, in step with the FDIS Households First imaginative and prescient. The Go Past staff will give attention to steady enchancment past the minimal contracted degree, to grasp the total potential of the FDIS service that households ought to be receiving.
Winter planning
Contingency plans are in place over the winter interval and suppliers have elevated useful resource and provide chain assist to minimise any impression to service households. Over the festive interval, the Nationwide Service Centre (NSC) can be open 24/7 to reply to emergency and pressing repairs.
DIO will publish preparations for households who require extra help past that supplied by the NSC, so please preserve checking this web site for updates.
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Compensation for emergency lodging stays
Households could also be entitled to compensation in case you expertise inconvenience akin to missed appointments, complete lack of heating or cooking amenities, or having to maneuver into emergency lodging if a serious restore must be carried out in your house. Extra data on the charges and varieties of compensation could be discovered right here.
Within the case of emergency lodge stays, households can declare compensation to cowl subsistence, together with meals. The speed of compensation on this occasion is a £25 voucher per particular person (13 years or above) per night time and a £10 voucher per particular person (underneath 13 years) per night time. Pinnacle will administer the compensation routinely on behalf of Pinnacle, VIVO or Amey.
As soon as particulars such because the variety of individuals, ages and e mail addresses have been agreed by the household and Pinnacle, compensation can be despatched to you by way of e mail inside 5 working days.
Compensation is paid within the type of Love2Shop vouchers. The e-vouchers can be utilized at a variety of outlets and now consists of supermarkets together with ASDA, Morrisons and Sainsbury’s. The complete checklist of outlets the place vouchers could be redeemed could be seen right here.
Putting in good meters in SFA properties
If you want to put in a sensible meter in your house or change the present good meter, you may make a request on to your utility provider. You don’t want to hunt permission from DIO. There’s additionally no have to take away the good meter whenever you transfer out of your SFA residence. Please depart the digital show unit for the following household to make use of.
In case you dwell in a house the place your electrical and/or gasoline is provided by the MOD, you can not request to vary the meter. Nevertheless, DIO is planning a programme of meter replacements to those properties to be delivered when different vital electrical works are additionally carried out within the SFA.
Mixed Lodging Evaluation System (CAAS) Surveys
CAAS surveys of your own home are necessary and we’re grateful to your cooperation in permitting these surveys happen. DIO will write to you upfront to tell you when a survey must happen. It will be significant you permit the surveyor entry to your own home. If the date of the CAAS survey isn’t handy for you, please rearrange on the earliest alternative utilizing the contact particulars in your letter. We will then agree a time that works for you.
CAAS surveys are necessary as they guarantee service household properties are secure for occupation and that the proper CAAS Band cost is being utilized. The info gathered at CAAS surveys will even establish what works are required at that tackle and can inform future improve and enchancment programmes.
Additional details about CAAS.
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Pre-move-out appointments
We encourage households to ebook your Pre-Transfer-Out (PMO) appointment at the least one calendar month earlier than your potential Transfer-Out date. It will permit enough time to organize your own home to the Transfer-Out normal. It can additionally assist to make sure that the Housing Officer can establish any potential works that have to happen in your house earlier than a brand new household transfer in. The reserving of PMO appointments is predominantly by way of the e-1132 system on a self-serve foundation. We thanks to your co-operation.
Gasoline and Electrical Statutory and Obligatory Inspections
It’s a authorized requirement to undertake gasoline and electrical security checks in your house to cut back the potential for a carbon monoxide incident or {an electrical} fireplace, and to maintain you and your loved ones secure from hurt. If gasoline home equipment will not be serviced often, they will result in leaks and carbon monoxide poisoning. This can be a extremely toxic gasoline that may kill rapidly with no warning as you may’t see it, style it or odor it. In excessive circumstances, faults may also trigger main explosions.
In case your property is due a gasoline or electrical test, you may be contacted by Pinnacle or your regional contractor (VIVO or Amey) to tell you when the inspection will happen. This can be very necessary that you simply reply to the e-mail to advise if the appointment date and time shouldn’t be appropriate and to rearrange a handy time.
It’s critical to your security that you simply permit the Regional Lodging Upkeep Companies contractors (VIVO or Amey) entry to your own home to hold out these important security checks.
Please assist us preserve you secure by being current when your appointment is booked, or by rearranging the appointment with Pinnacle. There’s an escalation course of adopted by Pinnacle to deal with not with the ability to entry properties involving unit welfare groups and chain of command.
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Security Discover Concerning Checking Window Restrictors in SFA
The security of households residing in Service Household Lodging (SFA) and Substitute Service Households Lodging (SSFA) is a prime precedence. With hotter climate that means extra home windows can be open in properties, we want to remind households to test that every one window security catches/restrictors are working appropriately.
If restrictors will not be working or home windows could be opened greater than 100mm when restrictors are engaged, then please report the fault to the Nationwide Service Centre instantly on 0800 031 8628 to make sure a restore is carried out. In case you dwell in SSFA, please contact Mears on 0800 032 4547.
Please notice that window restrictors should not be disengaged for any purpose the place youngsters or weak members of your family are in danger from falling.
For extra recommendation about stopping accidents in your house go to the Youngster Accident Prevention Belief web site.
Affect of enhance of price of residing for Service personnel and households residing in Service Household Lodging (SFA)
The UK vitality market has lately seen an unprecedented rise in electrical energy and gasoline costs and home prospects throughout the nation have witnessed a 54% annual enhance within the common vitality invoice with additional rises anticipated later within the 12 months. The Power Payments Help Scheme will ship a £400 non-repayable low cost to eligible households, together with SFA on a civilian gas provide, to assist with vitality payments from October 2022.
The MOD’s Individuals Coverage staff is presently reviewing how the worldwide enhance in the price of residing will impression Service personnel and their households residing in service household properties. Though DIO don’t lead on the coverage or decide the vitality prices, we need to preserve Service personnel and their households up to date. Please preserve checking this web page for updates.
This replace gives data for households residing in SFA the place they pay vitality payments direct to a civilian provider, households who dwell in properties on an MOD gas provide and households who dwell in properties on the Gasoline Subsidy Scheme. It additionally covers properties with oil heating programs.
SFA on a civilian gas provide
Many households will obtain and pay for his or her electrical energy and/or gasoline direct from a civilian vitality supplier. These households will obtain the federal government’s Power Invoice Help Scheme of £400 which can be administered by way of their electrical energy supplier as a credit score on their electrical energy invoice from October 2022 onwards. The OFGEM Power Worth Cap applies to those prices. The Power Worth Cap is meant to restrict how a lot suppliers can cost shoppers for utilities.
SFA on the Gasoline Subsidy Scheme
Households residing in properties on the Gasoline Subsidy Scheme (FSS) pay the MOD direct for his or her gasoline and electrical energy, or electrical energy solely, by way of JPA. DIO procure each gasoline and/or electrical energy for these properties by way of the industrial market relatively than the home market. Even with the current enhance in Gasoline Subsidy tariffs, the saving from paying industrial relatively than home charges is presently larger than the federal government’s £400 grant. Due to this fact, though they aren’t eligible for the Power Invoice Help Scheme, households in FSS properties is not going to be deprived.
SFA on an MOD Gasoline Provide
Households residing in SFA on an MOD gas provide are billed by way of a 1571 voucher relatively than having the fees deduced routinely by way of JPA like with FSS. Once more, these households is not going to be eligible for the federal government’s £400 grant however they, too, is not going to be deprived as they pay lower than the Ofgem cap, even taking into consideration the £400 grant.
The MOD’s Individuals Coverage Group will proceed to assessment SFA on the MOD gas portfolio and FSS that aren’t eligible for the federal government’s £400 grant – or any subsequent assist – to make sure they aren’t deprived. Please preserve checking this web site for updates.
DIO Utilities has put collectively a continuously requested questions checklist which gives additional data concerning the rise in electrical energy and gasoline costs:
The federal government’s Power Invoice Help Scheme can be administered by way of electrical energy suppliers, so all households utilizing civilian electrical energy suppliers ought to see the £400 grant as a credit score on their electrical energy invoice from October 2022 onwards. That is supposed to supply assist for all utilities prices regardless of the actual fact it’ll go into households’ electrical energy accounts, so will assist to offset the rise price of oil or gasoline relying on the gas the house makes use of.
Nevertheless, we recognise that oil prices are additionally excessive. To make sure households who dwell in oil heated properties will not be deprived, the MOD’s Individuals Coverage staff are methods to assist these affected. We are going to replace this web page as quickly because the coverage is launched.
The MOD notice that minimal deliveries for oil are usually 500 litres which signifies that generally on Transfer-out households can depart a number of hundred litres of very costly gas for the following household. To make sure households will not be deprived and are reimbursed, a duplicate of the bill from the final time the tank was stuffed ought to be supplied to the Pinnacle Housing Officer on the Transfer Out and the credit score can be utilized at that charge by way of JPA. Conversely, the place there may be much less oil remaining within the tank than at transfer in a debit can be utilized. If the bill shouldn’t be out there, the refund/cost can be made primarily based on the present UK Common Dwelling Heating Oil Costs in line with the www.boilerjuice.com web site.
As well as, DIO is working to ship different options that warmth the house with larger effectivity to supply each vitality and price financial savings to households. It will give attention to the 1200 properties which have oil heating programs. This monetary 12 months, DIO is trying to exchange oil boilers to 520 properties utilizing a mix of Air Supply Warmth Pumps and Thermal Power Storage options. These programs will scale back carbon emissions, in addition to lowering utility prices for households, however most often works will even have to improve the thermal effectivity of the properties by way of a mix of substitute doorways, home windows and/or insulation.
The present plan to put in alternate heating options to all properties will take into consideration authorities carbon emission discount methods in addition to lowering the reliance of oil-fired boilers by the tip of 2023 in order that households can profit from larger heating efficiencies and decreased utility prices.
DIO can be planning to suit exterior wall insulation to 989 properties this 12 months to enhance the vitality effectivity of a lot of our least environment friendly properties – together with these with oil heating programs. If households expertise any points akin to draughty home windows/doorways, chilly radiators or damp, please report these to Pinnacle on 0800 031 8628 to make sure that properties are as vitality environment friendly as doable.
For additional data concerning the price of oil, the Military Households Federation has created a helpful Q&A doc.
Supply of the council tax rebate for Service personnel
This FAQ doc explains the £150 council tax rebate for households residing in SFA.
Future Defence Infrastructure Companies (FDIS)
The Nationwide Housing Prime (NHP) contract, which supplied administration and upkeep providers for SFA was changed on 1 April 2022 by the Future Defence Infrastructure Companies (FDIS) contracts.
For additional details about the brand new contracts, who they’ve been awarded to and to know what these modifications could imply for Service personnel and your households please learn the FDIS Lodging Steerage Notice (January 2022) .
On 11 January 2022, the Military Households Federation hosted a Fb Reside occasion with DIO’s Head of Lodging to reply questions from households concerning the new Lodging contracts. Responses to all of the questions raised could be seen at .
It’s also possible to watch a recording of the Fb Reside.
Mission Pace: extra authorities funding to enhance service households lodging
On 17 July 2020 the Defence Secretary and the Chancellor of the Exchequer collectively introduced £200-million of recent Authorities funding to enhance lodging for Service personnel. These thrilling enchancment works have been going down over the previous 18 months all through the UK SFA property. For particulars of those enhancements and the way these works can be carried out please learn the .
Fiscal funding infographic. DIO Crown Copyright 2022.
Entitlement for SFA
To be entitled to use for a SFA residence, Service personnel should:
- be aged 18 and over
- be married or in a civil partnership or who’ve everlasting custody of youngsters
- have at the least 6 months to serve
Service personnel who’re in a longtime Lengthy-Time period Relationship (LTR(E)) are additionally eligible to cohabit in surplus SFA properties, when out there. An LTR(E) can be outlined by specified standards and recorded as such on Joint Personnel Administration (JPA).
SFA is at Service personnel’s responsibility station or inside a set radius; though chances are you’ll be eligible to use for surplus SFA at different areas.
The kind of residence you might be entitled to is often dependent in your rank for officers and household dimension for different ranks. If you apply for SFA, Pinnacles Dwelling Companies Group will allocate you a house utilizing the preferences you’ve got expressed and primarily based in your entitlement or eligibility, competing necessities, and repair agreements.
Full particulars on entitlement and eligibility for UK SFA can be found in:
Full particulars on entitlement and eligibility for abroad SFA and SSFA can be found in:
SFA prices and costs
Prices for service household lodging (SFA) properties for Service personnel are set by the Armed Forces Pay Evaluate Physique. The present SFA lodging costs can be found on the Defence Intranet.
To entry the lodging costs, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/websites/defnet/DIO/Paperwork/SFA-SLA-Lodging-Prices.pdf
Pay queries
When you have a typical question about your pay in reference to SFA costs, please contact the Pinnacle Service Centre on 0800 031 8628, offering full particulars (akin to your service quantity) about why you consider that costs have been utilized incorrectly so this may be investigated.
CAAS challenges
In case you want to problem or attraction in opposition to your cost because of the Mixed Lodging Evaluation System (CAAS) then the proper process is about out on the CAAS challenges web page on the Defence Intranet.
To entry the devoted CAAS Intranet web page, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/websites/IntranetDIO/SitePages/Mixed-Lodging-Evaluation-System-(CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f
Full particulars on ‘grade for cost’ can be found in:
Making use of for and allocation of SFA
e-1132 kind
In case you are entitled, you have to to finish and submit an software for SFA. All Service personnel who’ve entry to the Defence Intranet are anticipated to finish their software on-line utilizing the e-1132 kind. To entry the shape, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet: https://e1132.domis-r.r.mil.uk/e1132/
The e-1132 kind system lets you:
- observe the progress of your software
- view out there properties that match your entitlement
- register your prime 3 preferences
- ebook your ‘transfer in’ (as soon as a proposal for a house has been made and accepted,)
- the place acceptable ebook your ‘transfer out’ appointment
- electronically signing your licence to occupy.
MOD Kind 1132
For Service personnel who don’t have entry to the Defence Intranet, a paper model of the MOD Kind 1132: software to occupy Service Household Lodging (SFA) is on the market in JSP 464: tri-service lodging rules (TSARs) Half 2, Chapter 4. Exceptions to utilizing the web system are usually for personnel who’re on operations and don’t have entry to the Defence Intranet.
Pinnacle Dwelling Companies staff
When you have an allocations enquiry, the Pinnacle Dwelling Companies staff on the Nationwide Service Centre is on the market Monday to Friday from 8:30am to 4.30pm.
You possibly can name them on: 0800 031 8628 Choose Choice 2 (or +44 (0) 161 6053517 if calling from abroad).
Alternatively, you may e mail the staff: hey@pinnacleservicefamilies.co.uk
For extra details about the SFA software course of, please go to the Pinnacle web site
Substitute lodging
As soon as in possession of a Non-availability certificates (NAC) it is possible for you to to advance your e-1132 or E1154 software to the DIO Substitute Lodging staff.
To entry the E1154 kind, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/websites/defnet/DIO/Pages/Substitute-Service-Lodging.aspx.
For E1154 purposes, when all components have been accomplished please e mail your kind to DIORDAccn-SubAccn@mod.gov.uk.
Your software will then be despatched to the substitute lodging contractor (Mears Group).
Substitute lodging contractor
Mears Group present all substitute lodging for each substitute service household lodging (SSFA) and single service substitute lodging (SSSA). Mears present in occupation administration for the entire of the substitute lodging portfolio together with repairs and upkeep.
From 1 April 2022, substitute lodging can be delivered underneath a brand new contract, the Rented Residing Lodging Mission (RLAP). Underneath RLAP, Mears Group will proceed to supply all substitute lodging for each Substitute Service Household Lodging (SSFA) and Single Service Substitute Lodging (SSSA), together with the occupation administration of the substitute lodging portfolio, repairs and upkeep.
In occupancy administration
Service personnel occupying a substitute lodging property ought to contact Mears for all occupation queries together with out of hours emergencies on the next phone quantity 0800 032 4547.
The telephone line is open Monday to Friday from 8:30 am to five:00pm (besides financial institution holidays).
Alternatively you may e mail resident.enquiry@mearsgroup.co.uk
Additional details about substitute lodging (akin to momentary lodging if the required by date shouldn’t be met, bills claims and declare kind, fee of payments and a continuously requested questions information) is on the market on the Defence Intranet.
Service personnel can copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet:
https://modgovuk.sharepoint.com/websites/defnet/DIO/Pages/Substitute-Service-Lodging.aspx
Further wants and disabled diversifications (ANDA) necessities for SFA
In case you are transferring to a brand new SFA residence, please present particulars of any particular necessities to your residence on the level of software utilizing the e-1132 kind or the MOD Kind 1132, enclosing any experiences from the suitable skilled supply, akin to your occupational therapist. It will be significant that the Pinnacle Dwelling Companies staff is made conscious of particular necessities on the earliest alternative.
In case you require adaptions to your present SFA residence, or your medical necessities have modified and also you want some additional adaptions to your present SFA, you have to to contact the Nationwide Service Centre who will file your request and ask you to supply a Medical Report and/or Occupational Therapist’s report as a way to progress your request.
You possibly can learn extra in the Tri-Service Lodging Rules (TSARs – JSP 464 Quantity 1 Half 2 Chapter 6 Annex C).
Transferring in
If you settle for a proposal of an SFA residence it’s best to prepare a ‘transfer in’ appointment utilizing the e-1132 system.
On the agreed date and time, a Pinnacle Housing Officer will meet you on the residence and present you round.
They offers you the chance to:
- familiarise your self together with your new residence, its fixtures, fittings and home equipment
- learn electrical energy/gasoline meters and measure ranges in oil tanks
- take possession of the keys
- establish who’s liable for any restore or upkeep queries
- affirm that there’s a legitimate Gasoline Security Certificates within the SFA
- full and signal the transfer in documentation
You’re required to examine the house to make sure it meets the Transfer In normal as outlined on the Pinnacle web site, signing to agree or in any other case that this normal has been met.
You may give your partner/civil companion, or a service colleague written authority (referred to as a ‘Proxy certificates’) to signal the stock in your behalf in case you are unable to attend the ‘transfer in’ appointment. Please notice that the ‘transfer in’ can solely happen throughout regular working hours.
In case you are transferring from one SFA residence (not substitute SFA) to a different, you’ve got 2 weeks at hand it again, supplied you accomplish that inside this time you’ll solely be charged for one residence. In case you exceed this era chances are you’ll be charged for each properties.
Housing information
Service personnel and their households transferring into SFA residence ought to learn the guides out there on the Pinnacle web site, which incorporates necessary details about the providers provided and the obligations of consumers.
Additionally, you will be supplied with a duplicate of the SFA 14 day statement report by Pinnacle at your Transfer In.
Licence to occupy insurance coverage
If you dwell in a SFA residence it’s best to guarantee that you’ve got satisfactory insurance coverage. Along with arranging contents insurance coverage to guard your private possessions, the MOD strongly recommends (in accordance with JSP 464) to take out ‘Licence to occupy’ insurance coverage. This specialist insurance coverage covers your potential legal responsibility incurred because of harm to your SFA residence brought on by you or your loved ones and would give you cowl as much as the required £20,000.
The Companies Insurance coverage and Funding Advisory Panel (SIIAP) “Companies Insurance coverage and Funding Advisory Panel (SIIAP)” web site gives particulars of insurers who can provide this insurance coverage and consists of web sites and phone numbers for a spread of related insurance coverage firms. In case you are unable to seek out related data on the web sites out there, we advise that you simply name the insurer utilizing the phone numbers that are additionally supplied. If you have already got Equipment insurance coverage with certainly one of these specialist insurers, it might be value checking in case you are already lined, as some insurance coverage insurance policies embrace Licence to Occupy insurance coverage.
Upkeep and repairs of SFA and SSFA
Pinnacle and their companions Amey and VIVO are liable for preserving your own home maintained in the UK. VIVO cowl the South East and South West and Amey cowl North and Central areas.
This complete service is free to Service Personnel and their households, who usually have little duty for the upkeep of their SFA properties – some examples of your obligations are listed under, see taking care of your SFA.
Nevertheless, households are liable for taking care of their properties and defending it from harm, and harm brought on could also be topic to costs.
Nationwide Service Centre
You’re required to report any defects to your own home within the UK to the Pinnacle’s Nationwide Service Centre, which is open 24 hours, 12 months a 12 months:
Freephone: 0800 031 8628, choose Choice 1 (for calls made inside the UK, cell customers could incur costs).
In case you can from abroad please phone: +44 (0) 161 605 3517
It’s also possible to speak to somebody about upkeep/repairs by visiting Pinnacle’s web site.
SSFA repairs
Mears Group Restricted handle SSFA and SSSA.
For reporting faults to substitute properties, you may phone 0800 032 4547 or e mail repairs.enquiry@mearsgroup.co.uk
The telephone line is open Monday to Friday from 8:30 am to five:00pm (besides financial institution holidays).
Emergency repairs exterior workplace hours together with weekends and financial institution holidays you may phone Mears Emergency Contact Centre on 0800 032 4547.
Personal Finance Initiative housing
The phone numbers for reporting faults to PFI housing are:
| PFI housing | Phone | Areas lined |
|---|---|---|
| Cosford/Shawbury PFI | 0345 111 0000 (workplace hours) or 0845 0500 900 (out of hours) | Market Drayton, Donnington Wooden, 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 Inexperienced (Bristol), Lengthy 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 lined by the Annington Properties Ltd (AHL) sale settlement in 1996), please contact:
| Space | Phone |
|---|---|
| Bardney (Nr Coningsby, Lincolnshire) | 0800 027 2057 |
| Ashford | 0800 988 2433 |
| Brecon, consists of Honddu Courtroom | 0800 988 2433 |
| Brize Norton, consists of Carterton/Witney/North Leigh | 0800 988 2433 |
| Darlington, consists of West Park/Devonshire Courtroom | 0800 988 2433 |
| Dover, Whitfield | 0800 988 2433 |
| Folkstone | 0800 988 2433 |
| Gloucester: consists of Tewkesbury, Kingsway, Hucclecote | 0800 988 2433 |
| Hawkinge | 0800 988 2433 |
| Leeming Bar (North Yorks) | 0300 555 5561 |
| Salisbury: consists of Amesbury, east Anton, Tidworth, Andover, Saxon Rise, Collingbourne, Archers Gate, Saxon Gate | 0800 988 2433 |
| York, Accomb | 0800 988 2433 |
| Nuneaton | 0800 988 2433 |
Taking care of your SFA residence
You’re liable for preserving your own home in an inexpensive situation through the time you occupy SFA, and defending it from harm. As well as, you must care for:
- altering home fuses and light-weight bulbs
- taking precautions to stop harm to the SFA by fireplace, frost, the bursting of water pipes and the blocking of drains
- clearing any sink or tub blockages
- routine testing and cleansing of smoke detectors and carbon monoxide alarms
- resetting {of electrical} journey switches as a result of defective bulbs
- guaranteeing that every one repairs are reported to the related upkeep helpdesk as they happen
Service Household Lodging in South West London (MOD/Crown Copyright)
Transferring out
Transferring residence is usually a very busy and worrying time, so we need to make your transfer as straightforward and stress free for you and your loved ones as doable.
Go to the Pinnacle web site for particulars on transferring out of the UK SFA residence and arranging a pre transfer out appointment.
Pre-move-out appointments
We encourage households to ebook your Pre-Transfer-Out (PMO) appointment at the least one calendar month earlier than your potential Transfer-Out date. It will permit enough time to organize your own home to the Transfer-Out normal. It can additionally assist to make sure that the Housing Officer can establish any potential works that have to happen in your house earlier than a brand new household transfer in. The reserving of PMO appointments is predominantly by way of the e-1132 system on a self-serve foundation. We thanks to your co-operation.
Transfer out
Your transfer out can be attended by a Pinnacle Housing Officer who will examine your own home to find out if it meets the agreed transfer out normal.
If the usual shouldn’t be passable and there are deficiencies or damages that aren’t thought of to be honest put on and tear, or you’ve got failed to wash the property correctly, a cost can be raised by the Housing Officer.
An acceptable Joint Personnel Administration (JPA) motion can be taken by the Pinnacle Dwelling Companies staff to stop lodging costs on that property from the date of your transfer out.
Elimination providers
Agility Logistics Restricted (Agility) is the MOD accredited service supplier for removals and is a part of the International Elimination Administration Companies (GRMS).
Prices for harm and deficiencies for SFA and Substitute SFA restoration from pay
If you transfer out of UK service household lodging (SFA) or substitute service household lodging (SSFA), chances are you’ll be chargeable for costs for damages or deficiencies that aren’t classed as honest put on and tear or as a result of you’ve got failed to organize the property to the proper normal, for instance cleanliness.
DIO can take these instantly from the pay of serving personnel. Any funds taken depend upon the scale of the cost and particular person month-to-month revenue (utilizing MOD pointers to make sure that deductions don’t exceed a set restrict of pay).
In case you contemplate that you’re not liable for the fees, or a part of them, for instance that the harm is the results of honest put on and tear, you’ll be able to dispute the cost raised utilizing the stage 1 disputed costs kind’.
As soon as the stage 1 dispute has been accomplished and formally closed, do you have to disagree with the fees raised and stage 1 determination, chances are you’ll submit a stage 2 dispute to the suitable DIO Lodging Supervisor liable for the property utilizing the stage 2 disputed costs kind.
Full particulars on transferring out of your SFA and recoveries from pay can be found in:
Lack of entitlement
For enquiries about lack of entitlement to SFA ensuing from retirement, redundancy, discharge or estrangement, please contact the Lack of Entitlement Group by e mail: diordaccn-loeteam@mod.gov.uk
In case you consider that you’ll lose entitlement to SFA sooner or later, or end up on this state of affairs, recommendation is on the market from quite a lot of sources. In addition to the Joint Service Housing Recommendation Workplace, different sources of knowledge and recommendation are: service charities; households federations; housing recommendation centres; and native authorities.
Compensation
The MOD and its business companions goal to supply the very best doable normal of service to these entitled Service personnel and their households who dwell in Service Household Lodging (SFA) and Substitute Service Household Lodging (SSFA) properties within the UK.
Occasionally when these requirements will not be met by way of both vital defect(s) at transfer in and/or missed appointments, our business companions will recognise this by paying compensation, by way of Excessive Avenue vouchers solely, to offset any inconvenience brought on.
Full particulars concerning the scheme and the way to declare are printed on Pinnacle’s web site.
Making a grievance/customer support
DIO Lodging and Pinnacle are targeted on offering the most effective service we will to service personnel and their households. Nevertheless, generally issues go mistaken so under is steering concerning the appropriate course of in case you want to make a grievance.
We additionally welcome your optimistic suggestions the place one thing has gone proper.
No matter the issue, we are going to endeavour to type it out as rapidly as doable. We worth your suggestions and monitor complaints to assist us give attention to enhancing our service in these areas.
Compliments
DIO Lodging worth our individuals and would recognize your optimistic suggestions. The place our individuals have gone over and above to help you, please tell us. We’d love to listen to your expertise in order that we will recognise the place our job has been executed nicely.
Please e mail any compliments to: DIOSDCP-Communications@mod.gov.uk.
CAAS challenges
CAAS challenges are dealt with in 2 phases (and are separate from the SFA complaints course of under).
In case you want to problem or attraction in opposition to your cost because of the Mixed Lodging Evaluation System (CAAS) then the proper process is about out on the CAAS challenges web page on the Defence Intranet.
To entry the devoted CAAS Intranet web page, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet:
https://modgovuk.sharepoint.com/websites/IntranetDIO/SitePages/Mixed-Lodging-Evaluation-System-(CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f
Please notice: The Stage 2 grievance kind highlighted under can not be used for CAAS challenges.
SFA complaints
Complaints are dealt with in 3 phases, with the goal of constructing certain that almost all could be totally investigated and promptly put proper. In case you are dissatisfied by the response at any stage, you may be given the chance to go to the following stage.
Grievance submission timings
To successfully take care of complaints, it’s obligatory for them to be thought of as shut as doable to the date of the matter arising. Due to this fact, complaints are to be submitted inside the timings detailed under. Complaints submitted exterior these timings will solely be thought of if there are clear extenuating circumstances, akin to deployments, coaching and many others. Accepting complaints exterior of those timings can be assessed on a case-by-case foundation.
- Stage 1 – Submission inside 28 working days of the incident
- Stage 2 – Submission inside 28 working days from receipt of the Stage 1 response
- Stage 3 – Submission inside 28 working days from receipt of the Stage 2 response
*If the grievance is said to a fruits of occasions/issues, then it ought to be submitted inside 28 days of the final occasion.
Full details about SFA complaints could be present in JSP 464: tri-service lodging rules (TSARs) Quantity 1, Half 1, Chapter 6
Stage 1
In case you are dissatisfied with our service please name Pinnacle’s Nationwide Service Centre on 0800 031 8628 or go to the Pinnacle web site.
After getting registered a grievance, a Pinnacle consultant will contact you, and provide you with a reference quantity to your grievance. They’ll clarify how the method works and preserve you often up to date on the progress of your grievance.
Stage 2
In case your grievance has been formally closed at stage 1 and you aren’t glad with the response, you may then escalate your grievance to the DIO Buyer Companies Group. You are able to do this in 2 methods:
- Interactive kind: by finishing the stage 2 grievance kind, which for safety causes is just out there on the MOD Intranet. To entry the shape, copy and paste the next URL into your browser tackle bar when logged on to the Defence Intranet: https://modgovuk.sharepoint.com/websites/defnet/DIO/Paperwork/SFA-Stage2-Grievance-Kind.pdf.
2.Electronic mail: by emailing the DIO Buyer Service Group setting out your stage 2 grievance so that you simply embrace:
- the stage 1 grievance reference quantity
- your identify and phone quantity
- the SFA tackle referring to your grievance
- why you aren’t pleased with the results of your stage 1 grievance
- what desired final result or treatment you might be in search of
Any emails not containing all this data is not going to be accepted by the Buyer Service Group.
Please ship your e mail to: diordaccn-stage2noreply@mod.gov.uk
In case you make a stage 2 grievance, DIO may have entry to your stage 1 complaints particulars and data, so you do not want to re-submit the total particulars of your grievance.
DIO will acknowledge it inside 3 working days and give you a reference quantity. An investigation will then be carried out, nonetheless there isn’t any normal response time as a result of have to additional examine complaints that fluctuate in nature and complexity.
Stage 3
In case you are not glad with the response you obtain at stage 1 and stage 2, you may escalate your grievance to the Lodging Complaints Evaluate Panel by writing to Individuals-Accom-ACRP-Stage3@mod.gov.uk or
Lodging Complaints Evaluate Panel
Individuals Lodging
Ministry of Defence
Flooring 6, Zone N
Primary Constructing
Whitehall
London
SW1A 2HB
Additional unbiased recommendation
It’s also possible to search unbiased recommendation by way of your:
- native service welfare organisations
- Unit Welfare Officer
- RAF Group Help Officer or Unit Households Officer
- Households Federations representatives
- HIVE
Alternatively, there are civilian organisations akin to Residents Recommendation Bureau, service charities or housing recommendation centres who may also help.
Downgrading or compensation
Pinnacle and DIO don’t have authority to pay compensation or lack of earnings. We could briefly downgrade lodging costs the place a serious lack of amenity has occurred. Everlasting downgrading can solely be accredited by a Board of Officers.
UK SFA Buyer Survey
A month-to-month phone survey of randomly chosen prospects is carried out by Opinion Analysis Service (ORS) on behalf of the MOD. The goal of the analysis is to assist MOD higher perceive the views of service personnel and households residing in UK service household lodging (SFA) and substitute SFA (SSFA).
Though prospects don’t have to participate, we encourage them to reply to this quick survey as your opinions can be used to measure how DIO is performing and establish methods of constructing additional enhancements to the housing service that matter to you. Solutions are handled within the strictest confidence and solely used for analysis functions.
When you have any queries concerning the survey, or want to observe up a name, please telephone ORS on 01792 535322. Please notice that ORS solely take care of SFA buyer survey associated points.
The outcomes of the survey are issued to key DIO lodging stakeholders on a quarterly foundation:
DIO lodging buyer satisfaction tracker survey
The Mixed lodging evaluation system (CAAS) for service properties
The CAAS for Service Household Lodging (SFA) is the strategy of setting costs within the UK and abroad and replaces the 4 Tier Grading (4TG) System (besides Germany). CAAS is a fairer and fewer subjective system than the 4TG System, and ensures that costs for SFA are set in accordance with trendy, nationally recognised requirements (utilising the Division of Communities and Native Authorities First rate Properties Customary. The place costs enhance there can be transitional safety that can set a most cap for the rise in any single 12 months.
The Mixed Lodging Evaluation System (CAAS) can be up to date on 1 October 2020 to carry CAAS charging in Scotland, Northern Eire and Wales in step with England by introducing a location evaluation primarily based on entry to native providers. This step has been included in coverage for England since 2016 and signifies that all Service Household Lodging (SFA) within the UK can be charged utilizing the identical measure. It will ship a fairer software of the UK Location Issue to all SFA throughout the UK. For extra data please go to the Mixed Lodging Evaluation System: the brand new lodging charging system defined web page.
Replace on the set up of Electrical Car Cost Factors (EVCP) in SFA
Following the pilot within the Southeast area, the EVCP set up scheme is now being rolled out nationwide.
Households whose residence has off-road parking or a devoted storage inside its rapid neighborhood can be eligible to have a person EVCP put in. This is applicable to all SFA together with PFI properties so long as the SFA meets the standards
The place funding permits, DIO will contemplate property extensive supply of EVCP. DIO will write to households the place that is deliberate to present full particulars previous to any works commencing.
When you have, or are within the course of of buying, an electrical automobile and haven’t but requested a charging level please contact the Nationwide Service Centre, hey@pinnacleservicefamilies.co.uk, to register your curiosity. There aren’t any prices to households for an EVCP set up, and grant funding can’t be claimed.
Please notice, in case you set up an EVCP with out requesting approval, chances are you’ll incur costs when transferring out.
Additional detailed steering on EVCP installations:
