The SFA Consumer Charter announced in April 2025 shared our commitment to provide reliable repairs and clearer communication for serving personnel and families.
In response to your feedback and to improve our service to you, we are making a change to the allocated appointment window for SFA repairs and maintenance bookings.
We currently provide a one-hour window when you can expect an engineer to arrive at your property to carry out repairs and maintenance tasks on behalf of Amey or VIVO. While we had hoped this would provide you with greater certainty around the timing of the engineer’s arrival, we have found that providing such a short window can make it difficult to achieve the best outcomes for you.
We understand it can be frustrating when our maintenance teams arrive early or late for appointments, or when tasks are not completed within the allocated time because they need to move onto the next appointment. Similarly, where jobs require spare parts, there is not always time to complete the task within the allocated time slot and follow-up appointments are often required.
From 1 October 2025, you will be given a 4-hour window within which your engineer will arrive to carry out your repairs and maintenance tasks. This aligns line with common industry standards and will allow engineers more time to complete tasks fully, as well as undertaking any additional tasks identified to reduce the need for follow up visits.
Extending the arrival window will mean our teams will get to more appointments on time and enable them to spend longer completing jobs to deliver a better service for you and families.
Requests for repairs and maintenance to your home should continue to be directed to Pinnacle on 0800 031 8628, who will book your appointment and confirm the four-hour window. You will receive a reminder message from Amey or Vivo the day before your appointment.
New complaints process (UK SFA)
DIO and our suppliers are focused on providing the best service we can to you and your families. However, we know sometimes things go wrong and we want to ensure you feel heard and supported.
The SFA Consumer Charter, published in April 2025, outlines a series of commitments we will be making to improve our accommodation service offer. This includes a revised, streamlined complaints process that will shorten the process to two stages in line with industry best practice, so that you have quicker resolution.
In collaboration with Chief of Defence People Accommodation team, important changes have been made to the complaints process currently outlined in Joint Service Publication (JSP) 464. These changes are designed to make the process quicker, simpler, and more robust, providing you with greater confidence and assurance.
What’s changing?
From 1 October 2025, the current three-stage complaints process for UK SFA will be streamlined into a new two-stage process:
Stage 1: There is no change to how complaints are initially raised, and the Stage 1 process will remain as it is now. However, DIO will be providing greater assurance of our suppliers to ensure quicker resolution is provided for you. Where there are difficulties in meeting the timescales promulgated in the Service Level Agreement, they will verify that there is strong justification for this.
Stage 2: This will combine the current Stage 2 and Stage 3 complaints into one streamlined step, making the process more efficient. There will also be scope within this for more complex cases to be forwarded to a panel for consideration. The panel will include DIO, Accommodation Policy, Subject Matter Experts and Housing Colonels or representative. By reducing the number of stages, we’ll be able to resolve complaints more quickly while maintaining fairness and transparency.
Complaints that require escalation from Stage 1 to Stage 2 will usually be because of one of the following factors:
The resolution provided at stage one has not resolved the issues of the complainant.
The complainant believes procedure and/or policy may not have been followed.
The complainant believes key information has been overlooked.
What isn’t changing?
The policies and procedures for UK SLA complaints, and any overseas complaints, will not be changed by the introduction of this new process for UK SFA.
DIO engagement
Escalation of a complaint from Stage 1 to Stage 2 means that the complainant remains dissatisfied, and complaints are generally more challenging to resolve. As such, there will be an opportunity to engage with a member of the DIO Customer Services Team through new customer calls. The Customer Services Team may need to gain more context around the complaint to help drive timely resolution. The success of customer calls will be dependent upon everyone engaging with professionalism and mutual respect.
When will this happen?
The new process will take effect from midnight on 1 October 2025:
Any complaints raised before 2359 hrs on 30 September 2025 will continue to follow the current three-stage process until they are resolved.
Any complaints raised from 0000 hrs on 1 October 2025 will follow the new two-stage process.
Why are we making these changes?
We know how important it is for you to feel supported. These changes are being introduced to:
Speed up the time it takes to resolve complaints
Simplify the process
Provide a more robust and effective system for everyone
Provide greater assurance across both stages to drive swifter resolution
Enable greater support and accessibility to DIO for the most complex of
complaints where a conversation may be beneficial in aiding resolution
How can you learn more?
We’ve put together a FAQ document about the new process on the Defence Homes website.
For further queries about the revised process or to share feedback about these changes please contact DIORDAccn-Complaints-Feedback@mod.gov.uk.
Thank you for your understanding as we continue to refine our processes to improve the way we serve you.
How can you learn more?
We’ve put together a FAQ document about the new process on the Defence Homes website.
For further queries about the revised process or to share feedback about these changes please contact DIORDAccn-Complaints-Feedback@mod.gov.uk.
Thank you for your understanding as we continue to refine our processes to improve the way we serve you.