New Service Family Accommodation Contracts
Missed Appointments in North and Central Regions
On 12 May we informed you that Amey had identified that their scheduling tool was not operating to its full functionality. While Amey were able to receive, process and schedule appointments from the National Service Centre (NSC), the system was not always tracking engineer movements on the day of the appointment. The ‘Track My Engineer’ capability was therefore disabled until a solution was found.
We are pleased to report that the necessary changes to the scheduling tool have commenced. This means that some families will start receiving ‘Track My Engineer’ links from 31 May as part of the deployment phase. We still expect this functionality to be restored to all families in Central and North regions by 6 June and will keep families updated on this issue.
In the meantime, families will still continue to receive a one-hour arrival slot in advance of the day of the appointment. However, whilst this issue is being resolved, these slots can only be treated as an estimate and the operative will call the family when they are on their way.
Please note that VIVO’s scheduling capability in the South East and South West has not been affected by this issue and remains fully functional.
National Service Centre Telephone Call Times
We understand how frustrating it can be for families to wait on the phone for longer than a couple of minutes to speak to the National Service Centre. We are therefore pleased that call wait times have reduced considerably over the past month and they are now within the acceptable performance level of 2 minutes. On 23 May call times averaged 50 seconds and 24 May averaged 40 seconds which is an improvement on the 2.2 minute average for call waits last week.
For further information about the new FDIS Accommodation contracts that replaced the National Housing Prime contract on 1 April 2022, please continue to check the SFA Gov.UK website, Pinnacle website and Families Federations’ social media and web pages.
Generic and local information for the UK Military community in Cyprus including Serving Personnel, Families, Veterans, and MOD Civilians.
This is best viewed through a personal device because the MODnet firewall may prevent access to some links.
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Weekly blog email updates: please note that this service has had to be temporarily suspended with effect from the week beginning 29th Jan 2024 whilst we move to a new system. The update will still be provided here on the blog and will re-start by email as soon as possible.
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Weekly blog email updates: please note that this service has had to be temporarily suspended with effect from the week beginning 29th Jan 2024 whilst we move to a new system. The update will still be provided here on the blog and will re-start by email as soon as possible.
If you’re not already on our subscriber list and would like to receive a weekly summary of the main blog posts for your location (or as many locations as you wish across the HIVE’s worldwide network) please sign up using this link
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