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New Accommodation Offer Starting from March 24

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New Accommodation Offer Starting from March 24

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As at 19 sept 23

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Starting from March 2024, the MOD will begin introducing a new accommodation offer for our armed forces.

Overview

Starting from March 2024, the MOD will begin introducing a new accommodation offer for our armed forces. Some of the changes will happen immediately, while others may only affect you when you are assigned to a new role or at the end of the three-year transition period.

The planned changes are intended to modernise accommodation entitlements, improve the standard of Single Living Accommodation, update the overseas accommodation offer and, overall, give our people more of a say in how they live.

What is happening as part of the New Accommodation Offer

The introduction of the New Accommodation Offer will lead to the following changes:

Needs-based allocation: The starting point for allocation of family accommodation will be the size of the family, not rank, and Service personnel who have registered their relationship as an established long-term relationship will be entitled to accommodation on the same basis as those who are married or in a civil partnership. If you have children whose main home is elsewhere but they visit you for more than 80 nights a year, they will now count towards your accommodation entitlement. Even if you do not have a partner or children, you will be able to apply for family accommodation.

Increased choice of family accommodation: There will be more flexibility to choose what type of home you want for yourself and your family, including going above or below your entitlement. This flexibility means that most personnel who previously had a rank-based entitlement will still be able to choose the same type of home as before, subject to availability. If they cannot, they will be offered 'transitional protection' to a similar-sized property as before until the end of the three-year transition period.

Transitional protection: If personnel experience a reduction in their entitlement as a result of the new offer, they will be eligible to 'transitional protection'. This will give them access to a similar sized property to what they are current entitled to for a three-year transition period after the launch of the new offer on the 11 March 2024.

Using the Private Rental Sector: Widening entitlement for family accommodation means we will reduce the number of empty Service Family Accommodation properties the MOD holds, but demand for family accommodation is likely to exceed the available Service Family Accommodation at some locations. In the long term decisions will be made about whether to build more Service Family Accommodation but, for now, where Service Family Accommodation is near capacity, you may be given the choice, or even asked, to use the local private rental sector. If you are placed into this route, you will be given guidance and various payments to cover the costs associated with renting and a contribution towards your monthly rent, adjusted for local housing costs. For Service personnel who are unable to source their own accommodation, a private rental property may be provided for them.

Support for weekly commuters: If you live in Single Living Accommodation but your main home is elsewhere, you will be eligible to claim back the cost of your Single Living Accommodation up to a monthly cap. It does not matter whether you are in a relationship or not, what kind of relationship that is, or your age, only that you are maintaining a primary home elsewhere.

New standards in Single Living Accommodation: A minimum standard for Single Living Accommodation has been agreed and we are already assessing the entire Single Living Accommodation estate to understand where rooms are currently failing to meet this. This will inform where investment is needed.

Increased support to buy a home: We have already made Forces Help to Buy a permanent part of our accommodation policy and, under the New Accommodation Offer, we will offer further support for Service personnel becoming first time buyers through refunding up to £1,500 of their legal expenses.

Improving the overseas accommodation offer: While the New Accommodation Offer will begin its roll out in the UK, we are already looking at how to roll out as much of it as possible overseas, beginning with pilots of needs-based accommodation at selected locations. Overseas accommodation policy will also be broken out from UK policy to make it easier to understand and allow it to consider the different realities of living in other countries (such as where air conditioning is more important than loft insulation).

Does the New Accommodation Offer apply to you

Everyone who lives in Service accommodation will eventually be covered by the New Accommodation Offer, but when it starts to apply to you will be linked to when you are next assigned or when your personal circumstance change. The transition period will end after three years, at which point any remaining personnel will be supported to transition to the new offer.

What do you need to do

More information on the application process will follow in due course.

For more information contact: People-Accom-ASC@mod.gov.uk

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Starting from March 2024, the MOD will begin introducing a new accommodation offer for our armed forces.

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About

The Defence Transition Services ( DTS) team is the MOD 's tri-service focal point to provide service personnel and their dependants with civilian housing information for those wishing to move to civilian accommodation at any time in their career, and for those during resettlement to assist with the transition to civilian life.

In line with the Government' Strategy for Our Veterans, the Joint Service Housing Advice Office (JSHAO) and its outputs were reviewed. A revised set of these outputs will now be delivered by Defence Transition Services (DTS), part of Defence Business Services (DBS) and the JSHAO brand no longer exists. This will bring efficiency to the co-ordination and delivery of the through-career transition information and support services, meeting the needs of the Service community now and in the future.

Service family accommodation (SFA)

The Defence Infrastructure Organisation ( DIO), on behalf of MOD manages a comprehensive SFA maintenance service; the allocation of properties; SFA furniture; conducting move in and move out appointments; and the provision of improvements. Contact details available on the Service Family Accommodation website.

For enquiries about loss of entitlement to SFA resulting from retirement, redundancy, discharge or estrangement, please contact the DIO Loss of Entitlement Team by telephoning 01904 418000 or 94510 8000. Alternatively, you can contact them by email: diosdaccn-loeteam@mod.gov.uk

Civilian housing briefs

DTS delivers an annual programme of civilian housing briefings to help inform and guide Service personnel and their families about the choices available to them and the need to plan ahead. Briefings are open to all Service personnel and their families, at any stage of their Service career.

These briefs are designed to give you the information to help you make informed choices on your civilian housing, the briefings cover the following areas:

house purchase (including Forces Help to Buy), private rental

independent financial advice (provided by the Service Insurance and Investment Advisory Panel members), social housing

affordable home ownership schemes.

To register for the Civilian housing briefs please the click the link in the table for the date you wish to attend and provide your details.

Please be aware that DTS are unable to assist directly with Forces Help to Buy (FHTB) or Loss of Entitlement (LOE) queries. Service personnel with FHTB enquiries or applications, please contact the FHTB team at E-Mail-dbsjpacforceshelptobuy@afpaa.r.mil.uk or 0141 224 3600 (Option 4).

Service personnel with enquiries regarding Notice to Vacate (NTV) letters or retention of SFA, please contact the LOE team via E-Mail-DIORDAccn-LOETeam@mod.gov.uk.

MOD Referral Scheme

The MOD Referral Scheme was set up to assist those needing support to access social housing as they discharged from the armed forces.
MOD Referral Scheme: a guide
Single Service Leavers

Single Persons Accommodation Centre for the Ex-Services ( SPACES) is designed to help single service leavers to find appropriate accommodation when they leave. Through this service the project reduces the likelihood of ex-services personnel becoming homeless or sleeping rough after discharge.

For more information about SPACES, please visit SPACES - Riverside Care and Support or contact Defence Transition Services on DBSVets-DTS-Central@mod.gov.uk

Services Cotswold Centre

The Services Cotswold Centre ( SCC) is a tri-Service facility that provides short term transit accommodation for service personnel, their spouses, civil partners and families. Find out more information about the service they can provide in the link below.
Services Cotswold Centre
Further advice and information

Veterans' Gateway launched in April 2017 and should be the first point of contact for veterans seeking support.

Email: DBSVets-DTS-Central@mod.gov.uk

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Information and guidance on civilian housing

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Civilian housing options; information for service personnel and their dependants.

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Future Accommodation Model: what you need to know

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The Ministry of Defence is exploring how it can provide armed forces personnel with more choice of housing and meet their aspirations for home ownership.

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Families first newsletter

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Overview

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

The Defence Infrastructure Organisation ( DIO) manages around 49,000 homes in the UK on behalf of the MOD and is also responsible for planning for future requirements and targeted improvement programmes.

DIO operates four Regional Accommodation Maintenance Services (RAMS) contracts which provide statutory and mandatory checks, repair and maintenance services and the preparation of allocated homes for Service families. Amey Community Ltd manage the Northern and Central regions and VIVO cover the South East and South West.

On behalf of DIO, Pinnacle Group Ltd operate our UK National Service Centre through the National Accommodation Management Services (NAMS) contract. This provides a single point of contact for requests from families living in Service Family Accommodation ( SFA) including raising repairs and maintenance issues, the allocations of homes and conducting move-in and move-out appointments. Contact details can be found on the Pinnacle Service Families website. Pinnacle also provide DIO with consolidated management information, which DIO uses to manage the four regional contracts directly.

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.

Latest news for SFA residents

Included in this issue of Families First:

performance update on accommodation contracts

Tackling Damp and Mould Programme in SFA - an update

winter safety guide

key dates to note

useful links

Tackling damp and mould in Service Family Accommodation ( SFA) is a top priority for DIO and its industry partners.

Earlier this year, a damp and mould taskforce was set-up to assess the SFA estate in order to fully understand the extent and the causes of damp and mould. As part of this, a 'First Responder' process was established which has seen over 5,000 homes with a reported damp and mould issue visited. The role of the First Responder is to:

assess the property following the telephone assessment

clean and treat areas of damp and mould

collect additional details about the issue

decide next steps including instructing professional surveys and/or arranging works to fix any issues - even if areas have been cleaned and treated

provide advice on how to prevent or reduce damp and mould

in severe cases, arrange for the family to be moved to a different home

DIO acknowledges that repeatedly removing surface mould is not a long-term solution for families and so it has worked with its maintenance contractors, Amey and VIVO, to look at the root causes of damp and mould in detail.

A year-long programme of works to address the underlying causes of damp and mould in thousands of homes is now underway. Most homes will receive a package of relatively simple works based on the most common recommendations from damp and mould surveys. These will be tailored to the individual home's need but will typically include work to:

increase insulation

replace guttering

upgrade extractor fans

reseal windows and doors

These works are backed by £29 million of investment and will tackle the most severely affected homes first. In some cases, these works should be sufficient to resolve the issues, but in others more substantial works will be required.

These more substantial works are backed by a further £94 million of investment this financial year. These works may include:

replacement doors and windows

improvements to groundwater drainage and repairs to damp-proof courses

roof repairs or replacement

installation of external wall insulation to make homes more energy efficient and prevent damp and mould from occurring

If you have reported a damp and mould issue, you will receive a letter two to three weeks before work begins at your home which will confirm dates, details of how appointments will be booked in, and who to contact if you need further information.

Unfortunately, not all works will happen straight away, and some families will be waiting longer than others. In the interim, if you see damp and mould reoccurring, you can request further first responder visits to ensure it is kept to a minimum by calling the National Service Centre (NSC) on 0800 031 8628.

More information on how to reduce condensation in your home which can help prevent damp and mould can be found here: A guide to preventing condensation, damp & mould. If you need to report damp or mould for the first time, call the National Service Centre on 0800 031 8628 to raise a report and undergo an initial assessment of the issues in your home.

The longer-term plan

DIO is committed to keeping families up-to-date as works progress across the SFA estate. Please see the Frequently Asked Questions document for further information: .

Included in this issue of Families First:

Landlord Gas Safety Inspections (LGSIs)

DIO and its suppliers are undertaking an important programme of works to carry out Landlord Gas Safety Inspections (LGSIs) across the SFA estate. This programme of works will commence on 22 May 2023 and is scheduled to complete by the end of June 2023.

You will be notified via letter if you are impacted. For families with short notice appointments during the week commencing 22 May 2023, you may also receive a telephone call and email from the suppliers.

It is vital that VIVO/Amey and their sub-contractors are allowed access to your home to carry out these inspections to ensure your family and neighbours remain safe. The Chain of Command across all three Services is supporting this programme and has agreed for Service personnel to make their SFA their place of duty on the day of appointment except where they are on essential duty elsewhere. DIO staff and unit staff have worked together to ensure that visits are planned around unit commitments wherever possible.

Families normally receive a one-hour slot for LGSI appointments. However, this has been temporarily paused for this important programme and an engineer will attend your home between the hours of 8am and 8pm. We understand this may inconvenience some families and we are sorry for this, but we need to maximise engineers' time in your area to allow them to visit as many homes as possible throughout the day to complete the LGSIs.

LGSIs are required by law for all occupied rented homes and LGSI certificates need to be renewed every 12 months. It is vital that the engineer can access your home to conduct this mandatory safety inspection, providing access for this important safety visit is one of the terms of your licence.

Installing smart meters in SFA homes

If you would like to install a smart meter in your home or change the existing smart meter, you can make a request directly to your utility supplier. You don't need to seek permission from DIO. There is also no need to remove the smart meter when you move out of your SFA home. Please leave the digital display unit for the next family to use.

Combined Accommodation Assessment System (CAAS) Surveys
Further information about CAAS.
Pre-move-out appointments

We encourage families to book your Pre-Move-Out ( PMO) appointment at least one calendar month before your potential Move-Out date. This will allow sufficient time to prepare your home to the Move-Out standard. It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

Gas and Electrical Statutory and Mandatory Inspections

It is a legal requirement to undertake gas and electrical safety checks in your home to reduce the potential for a carbon monoxide incident or an electrical fire, and to keep you and your family safe from harm. If gas appliances are not serviced regularly, they can lead to leaks and carbon monoxide poisoning. This is a highly poisonous gas that can kill quickly with no warning as you can't see it, taste it or smell it. In extreme circumstances, faults can also cause major explosions.

If your property is due a gas or electrical check, you will be contacted by Pinnacle or your regional contractor (VIVO or Amey) to inform you when the inspection will take place. It is extremely important that you respond to the email to advise if the appointment date and time is not suitable and to rearrange a convenient time.

It is vital for your safety that you allow the Regional Accommodation Maintenance Services contractors (VIVO or Amey) access to your home to carry out these vital safety checks.

Please help us keep you safe by being present when your appointment is booked, or by rearranging the appointment with Pinnacle. There is an escalation process followed by Pinnacle to address not being able to access homes involving unit welfare teams and chain of command.

Safety Notice Regarding Checking Window Restrictors in SFA

The safety of families living in Service Family Accommodation ( SFA) and Substitute Service Families Accommodation ( SSFA) is a top priority. With warmer weather meaning more windows will be open in homes, we would like to remind families to check that all window safety catches/restrictors are working correctly.

If restrictors are not working or windows can be opened more than 100mm when restrictors are engaged, then please report the fault to the National Service Centre immediately on 0800 031 8628 to ensure a repair is carried out. If you live in SSFA, please contact Mears on 0800 032 4547.

Please note that window restrictors must not be disengaged for any reason where children or vulnerable members of your household are at risk from falling.

For more advice about preventing accidents in your home visit the Child Accident Prevention Trust website.

Impact of increase of cost of living for Service personnel and families living in Service Family Accommodation (SFA)

The UK energy market has recently seen an unprecedented rise in electricity and gas prices and domestic customers across the country have witnessed a 54% annual increase in the average energy bill with further rises expected later in the year. The Energy Bills Support Scheme will deliver a £400 non-repayable discount to eligible households, including SFA on a civilian fuel supply, to help with energy bills from October 2022.

The MOD's People Policy team is currently reviewing how the global increase in the cost of living will impact Service personnel and their families living in service family homes. Although DIO do not lead on the policy or determine the energy costs, we want to keep Service personnel and their families updated. Please keep checking this page for updates.

This update provides information for families living in SFA where they pay energy bills direct to a civilian supplier, families who live in homes on an MOD fuel supply and families who live in homes on the Fuel Subsidy Scheme. It also covers homes with oil heating systems.

SFA on a civilian fuel supply

Many families will receive and pay for their electricity and/or gas direct from a civilian energy provider. These families will receive the government's Energy Bill Support Scheme of £400 which will be administered through their electricity provider as a credit on their electricity bill from October 2022 onwards. The OFGEM Energy Price Cap applies to these costs. The Energy Price Cap is intended to limit how much suppliers can charge consumers for utilities.

SFA on the Fuel Subsidy Scheme

Families living in homes on the Fuel Subsidy Scheme (FSS) pay the MOD direct for their gas and electricity, or electricity only, via JPA. DIO procure both gas and/or electricity for these homes via the commercial market rather than the domestic market. Even with the recent increase in Fuel Subsidy tariffs, the saving from paying commercial rather than domestic rates is currently greater than the government's £400 grant. Therefore, although they are not eligible for the Energy Bill Support Scheme, families in FSS homes will not be disadvantaged.

SFA on an MOD Fuel Supply

Families living in SFA on an MOD fuel supply are billed via a 1571 voucher rather than having the charges deduced automatically via JPA like with FSS. Again, these families will not be eligible for the government's £400 grant but they, too, will not be disadvantaged as they pay less than the Ofgem cap, even taking into account the £400 grant.

DIO Utilities has put together a frequently asked questions list which provides further information regarding the rise in electricity and gas prices:

Assistance for families living in Service family homes with the extra costs of oil-fired heating systems

The government's Energy Bill Support Scheme will be administered through electricity providers, so all families using civilian electricity providers should see the £400 grant as a credit on their electricity bill from October 2022 onwards. This is intended to provide support for all utilities costs despite the fact it will go into families' electricity accounts, so will help to offset the increase cost of oil or gas depending on the fuel the home uses.

However, we recognise that oil costs are also high. To ensure families who live in oil heated homes are not disadvantaged, the MOD 's People Policy team are looking at ways to support these affected. We will update this page as soon as the policy is released.

The MOD note that minimum deliveries for oil are generally 500 litres which means that sometimes on Move-out families can leave several hundred litres of very expensive oil for the next family. To ensure families are not disadvantaged and are reimbursed, a copy of the invoice from the last time the tank was filled should be provided to the Pinnacle Housing Officer at the Move Out and any credit for remaining oil will be applied at that rate via JPA. Conversely, where there is less oil remaining in the tank than at move in a debit will be applied. If the invoice is not available, the refund/charge will be made based on the current UK Average Home Heating Oil Prices according to the www.boilerjuice.com website.

In addition, DIO is working to deliver alternative solutions that heat the home with greater efficiency to provide both energy and cost savings to families. This will focus on the 1200 homes that have oil heating systems. This financial year, DIO is looking to replace oil boilers to 520 homes using a combination of Air Source Heat Pumps and Thermal Energy Storage solutions. These systems will reduce carbon emissions, as well as reducing utility costs for families, but in most cases works will also need to upgrade the thermal efficiency of the homes through a combination of replacement doors, windows and/or insulation.

The current plan to install alternate heating solutions to all homes will take into account government carbon emission reduction strategies as well as reducing the reliance of oil-fired boilers by the end of 2023 so that families can benefit from greater heating efficiencies and reduced utility costs.

DIO is also planning to fit external wall insulation to 989 homes this year to improve the energy efficiency of many of our least efficient homes - including those with oil heating systems. If families experience any issues such as draughty windows/doors, cold radiators or damp, please report these to Pinnacle on 0800 031 8628 to ensure that homes are as energy efficient as possible.

For further information regarding the cost of oil, the Army Families Federation has created a useful Q&A document.

Delivery of the council tax rebate for Service personnel

This FAQ document explains the £150 council tax rebate for families living in SFA.

Future Defence Infrastructure Services (FDIS)

For further information about the new contracts, who they have been awarded to and to understand what these changes may mean for Service personnel and your families please read the FDIS Accommodation Guidance Note (January 2022) Future Defence Infrastructure Services (FDIS) Accommodation (, 23.5 KB).

Entitlement for SFA

To be entitled to apply for a SFA home, 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

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 home you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, Pinnacles Home Services Team will allocate you a home 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 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) homes for Service personnel are set by the Armed Forces Pay Review Body. The current SFA accommodation charges are available on the Defence Intranet.

To access the accommodation charges, 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-SLA-Accommodation-Charges.pdf

Pay queries

If you have a standard query about your pay in connection with SFA charges, please contact the Pinnacle Service Centre on 0800 031 8628, 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/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-( CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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 homes that match your entitlement

register your top 3 preferences

book your 'move in' (once an offer for a home 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.

Pinnacle Home Services team

If you have an allocations enquiry, the Pinnacle Home Services team at the National Service Centre is available Monday to Friday from 8:30am to 4.30pm.

You can call them on: 0800 031 8628 Select Option 2 (or +44 (0) 161 6053517 if calling from overseas).

Alternatively, you can email the team: hello@pinnacleservicefamilies.co.uk

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

Substitute accommodation

Once in possession of a Non-availability certificate (NAC) you will be able to advance your e-1132 or E1154 application to the DIO Substitute Accommodation team.

To access the E1154 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/Pages/Substitute-Service-Accommodation.aspx.

For E1154 applications, when all parts have been completed please email your form to DIORDAccn-SubAccn@mod.gov.uk.

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

Substitute accommodation contractor

Mears Group provide all substitute accommodation for both substitute service family accommodation ( SSFA) and single service substitute accommodation (SSSA). Mears provide in occupation management for the whole of the substitute accommodation portfolio including repairs and maintenance.

From 1 April 2022, substitute accommodation will be delivered under a new contract, the Rented Living Accommodation Project (RLAP). Under RLAP, Mears Group will continue to provide all substitute accommodation for both Substitute Service Family Accommodation ( SSFA) and Single Service Substitute Accommodation (SSSA), including the occupation management of the substitute accommodation portfolio, repairs and maintenance.

In occupancy management

Service personnel occupying a substitute accommodation property should 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 adaptations (ANDA) requirements for SFA

If you are moving to a new SFA home, please provide details of any special requirements for your home 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 Pinnacle Home Services team is made aware of special requirements at the earliest opportunity.

If you require adaptions to your current SFA home, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the National Service Centre 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.

You can read more ​in ​the Tri-Service Accommodation Regulations (TSARs - JSP 464 Volume 1 Part 2 Chapter 6 Annex C​).

Moving in

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

At the agreed date and time, a Pinnacle Housing Officer will meet you at the home 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 home to ensure it meets the Move In standard as outlined on the Pinnacle 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 home (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 home. If you exceed this period you may be charged for both properties.

Housing guide

Service personnel and their families moving into SFA home should read the guides available on the Pinnacle 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 report by Pinnacle at your Move In.

Licence to occupy insurance

The Services Insurance and Investment Advisory Panel (SIIAP) "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

Pinnacle and their partners Amey and VIVO are responsible for keeping your home maintained in the United Kingdom. VIVO cover the South East and South West and Amey cover North and Central regions.

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

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

National Service Centre

You are required to report any defects to your home in the UK to the Pinnacle's National Service Centre, which is open 24 hours, 365 days a year:

Freephone: 0800 031 8628, select Option 1 (for calls made within the UK, mobile users may incur charges). If you can from overseas please telephone: +44 (0) 161 605 3517

You can also talk to someone about maintenance/repairs by visiting Pinnacle's website.

SSFA repairs

Mears Group Limited manage SSFA and SSSA.

For reporting faults to substitute homes, 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:

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

Bardney (Nr Coningsby, Lincolnshire)

0800 027 2057

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

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

Looking after your SFA home

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

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 Pinnacle website for details on moving out of the UK SFA home and arranging a pre move out appointment.

Pre-move-out appointments

We encourage families to book your Pre-Move-Out ( PMO) appointment at least one calendar month before your potential Move-Out date. This will allow sufficient time to prepare your home to the Move-Out standard. It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

Move out

Your move out will be attended by a Pinnacle Housing Officer who will inspect your home 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 Housing Officer.

An appropriate Joint Personnel Administration (JPA) action will be taken by the Pinnacle Home 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 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.

Separation and divorce guidance for military personnel spouses and partners.

Compensation

On occasion when those standards are not met through either significant defect(s) at move in and/or missed appointments, our industry partners will recognise this by paying compensation, through either cash or High Street vouchers, to offset any inconvenience caused.

Full details about the scheme and how to claim are published on Pinnacle's website.

Making a complaint/customer service

DIO Accommodation and Pinnacle 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.

We also welcome your positive feedback where something has gone right.

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.

Compliments

DIO Accommodation value our people and would appreciate your positive feedback. Where our people have gone over and above to assist you, please let us know. We would love to hear your experience so that we can recognise where our job has been done well.

Please email any compliments to: DIOSDCP-Communications@mod.gov.uk.

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/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-( CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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 Pinnacle's National Service Centre on 0800 031 8628 or visit the Pinnacle website.

Once you have registered a complaint, a Pinnacle representative 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.

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 2 ways:

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

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 People-Accom-ACRP-Stage3@mod.gov.uk or

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

Pinnacle 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.

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.

The Combined Accommodation Assessment System ( CAAS) will be updated on 1 October 2020 to bring CAAS charging in Scotland, Northern Ireland and Wales in line with England by introducing a location assessment based on access to local services. This step has been included in policy for England since 2016 and means that all Service Family Accommodation ( SFA) in the UK will be charged using the same measure. This will deliver a fairer application of the UK Location Factor to all SFA across the UK. For more information please visit the Combined Accommodation Assessment System: the new accommodation charging system explained page.

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A guide for Service families about applying for, maintaining, moving in and out of and living in UK Service Family Accommodation (SFA).

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Tri-service accommodation regulations (TSARs) (JSP 464)

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JSP 464 is the definitive policy for the provision of service family accommodation, single living accommodation and the substitute equivalents.

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Visas and BRPs - Army Families Federation (aff.org.uk)

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You are expected to provide evidence to show that your relationship is subsisting during your time apart. This is particularly important if you have been apart for a long time. If you do not provide enough evidence your application is likely to be refused. See section 4 below for suggested supporting evidence.

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Housing application
MODnet only access

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The FHTB scheme encourages and supports Service Personnel to buy their own home, allowing them to borrow up to 50% of their gross annual salary.

FHTB encourages and supports Service Personnel to buy their own home.

Under Forces Help to Buy (FHTB), Service Personnel may borrow up to 50% of their gross annual salary (up to a maximum of £25,000).

Since its launch as a pilot in 2014, FHTB has contributed to a 16% increase in home ownership amongst Service Personnel.

The Forces Help to Buy scheme has been made permanent by the Government today, as part of the enduring commitment to supporting our Armed Forces.

The scheme enables Serving Personnel to borrow up to 50% of their gross annual salary (up to a maximum of £25,000) to encourage and support home ownership and enable the option to Self-Build. This advance is interest free, repayable over a maximum of ten years and is open to most regular personnel with more than 12 months' service.

As set out in the Defence Accommodation Strategy from October 2022, the Ministry of Defence has been committed to making the scheme an enduring offer to support forces personnel in their ambitions to become homeowners.

Minister for Defence People, Veterans and Service Families, Dr Andrew Murrison, said:

I am delighted to announce that the Forces Help to Buy scheme has been made permanent. This recognises the unique challenges that Service Personnel, and their families face and gives the opportunity to purchase a property to provide stability during their service.

The FHTB pilot initially began in 2014 and will become an enduring Ministry of Defence policy on 1 January 2023. It is expected that approximately 5,000 Serving personnel will use the scheme per year to help them with home ownership.

As well as supporting Service Personnel and their families financially, the scheme strengthens the accommodation offer, improves geographic stability for families and helps to prepare Service Personnel for transition to civilian life.

Thank you for your feedback

Report a problem with this page

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Forces Help to Buy scheme made permanent to help Service Personnel purchase housing

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The FHTB scheme encourages and supports Service Personnel to buy their own home, allowing them to borrow up to 50% of their gross annual salary.

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Option 1 Repairs

Gets you to our Repairs team, available 24/7, every day

Option 2 Moving home, including applications and allocations

Gets you to our Home Services team, available from 8.30am - 4.30pm Monday to Friday

Option 3 Planned maintenance (compulsory safety checks)

Gets you to our Compliance team, available from 8.30am - 4.30pm, Monday to Friday

Option 4 Compliment, complaint, or anything else

Gets you to our Customer Solutions team, available 8.30am - 4.30pm, Monday to Friday

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Option 1 Repairs Gets you to our Repairs team, available 24/7, every day Option 2 Moving home, including applications and allocations Gets you to our Home Services team, available from 8.30am - 4.30pm Monday to Friday Option 3 Planned maintenance (compulsory safety checks) Gets you to our Compliance team, available from 8.30am - 4.30pm, Monday to Friday Option 4 Compliment, complaint, or anything else Gets you to our Customer Solutions team, available 8.30am - 4.30pm, Monday to Friday

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This information applies to:

people who will soon be leaving the armed forces

people who used to serve in the armed forces (veterans)

the dependants of people who will soon be leaving the armed forces and veterans

If you have housing questions or problems, there is help available for you if you are in the armed forces, a veteran or a family member of someone in the armed forces or a veteran.

You can use this information to find out about the help available to you, depending on your situation. You can also use this information to find out about organisations that can help you with your housing needs.

Help you can get with housing before you leave the services

If you are leaving the armed forces you have the right to help with finding somewhere to live.

You can get help through the Joint Service Housing Advice Office (JSHAO).

They provide information and advice for you and your dependants, especially if you are about to return to civilian life. If you are a veteran currently living in armed forces housing, they can help you move out and find a civilian home.

You can contact JSHAO in the following ways:

Joint Service Housing Advice Office
Floor 2, Zone 2
Montgomery House
Queen's Avenue
Aldershot
Hampshire
GU11 2JN

Advice line: 07814 612120
Email: RC-Pers-JSHAO-0Mailbox@mod.gov.uk
Website: www.gov.uk

If you need specially adapted accommodation, for example, because you are disabled or have a disabled child, you can apply to have your details entered on to one or more Accessible Housing Registers.

Help you can get with finding a home as a veteran

If you are a veteran, you can get help to find somewhere to live from your local council. They can give you free advice on housing options, and advice if you are homeless or threatened with homelessness.

You can find details of your local council on the GOV.UK website at www.gov.uk.

If you are single you can get help from The Single Persons Accommodation Centre for the Ex Services (SPACES).

SPACES helps single ex service personnel find housing throughout the United Kingdom which can be temporary or permanent. If you contact them within six months of leaving the Armed Forces they may be able to help you find accommodation. If you have been out of the Armed Forces for more than six months they can provide you with information and advice on housing.

You can contact SPACES at:

SPACES
Regional Resettlement Centre
St. Aidan's Road
Catterick Garrison

Catterick
North Yorkshire
DL9 3AY

Telephone: 01748 833797 or 01748 872940 or 01748 830191
Fax: 01748 835774
Email: spaces@echg.org.uk
Website: www.spaces.org.uk.

If you're homeless

If you don't have anywhere to live, you can get help from your local council.

The council has a legal duty to provide help to certain people who are homeless or threatened with homelessness. When deciding if there is a legal duty to help you, one of the things the council will look at is whether you have a priority need.

You'll have a priority need if you are vulnerable because of your time in the armed forces.

Get advice on applying for homeless help from the council.

If you have nowhere to live, you can get help and advice from an experienced adviser, for example at your local Citizens Advice.

If you're a disabled veteran

If you need everyday help, or help with things like adaptations to your home, you may get this from your local council or the welfare service of Veterans UK.

You can find more information about help available for disabled people on GOV.UK.

You can find out about the help available from Veterans UK on their website or call the helpline on 0808 1914218.

Check your local council's website to find out what services they offer. You can find your local council on GOV.UK.

You may also be able to get help from some veterans' organisations.

Care homes for veterans

There are a number of care homes available just for elderly and disabled veterans.

You can find out more information and advice about this from the Royal British Legion.

Their contact details are:

Legionline: 0808 802 8080
Website: www.britishlegion.org.uk

For more information about housing options for older and disabled people, see Care homes.

Further help

More information for the armed forces, veterans and their families

For more financial information, see Benefits and concessions for the Armed Forces, veterans and their families.

For more pensions information, see Pension and compensation schemes for the Armed Forces, veterans and their families.

For more information on housing, see the Housing section.

Armed Forces Covenant

The Armed Forces Covenant provides support to service personnel, veterans and their families. The Covenant campaigns for fair access to government and commercial services such as healthcare and education. Find out more about the Covenant on their website.

Seafarers' Advice & Information Line (SAIL)

SAIL is a UK-wide Citizens Advice service dedicated to serving and veteran Royal Navy personnel and their families. They offer free housing advice and support.

Seafarers' Advice & Information Line (SAIL)
Phone: free on 0800 160 1842 (Monday to Friday 10am to 4pm - or you can leave a message outside these hours)
Email: advice@sailine.org.uk
Website: www.sailine.org.uk

Royal British Legion

The Royal British Legion provides advice and information for all veterans and their dependants. You can get advice by contacting them at:

Legionline: 0808 802 8080
Email: via the website www.britishlegion.org.uk
Website: www.britishlegion.org.uk

They have a number of care homes for veterans and their dependants.

The Royal British Legion also provide a list of other housing options available for veterans.

Royal British Legion Industries

Royal British Legion Industries (RBLI) provides advice and support with housing and care for people leaving the armed forces, veterans and their families. They offer a number of family housing schemes, assisted living schemes, and supported housing.

Their contact details are:

Helpline: 01622 795900
Email: enquiries@rbli.co.uk

Veterans UK

Veterans UK, which is an Agency of the Ministry of Defence (MOD), is the sole Government-funded source of help and advice for veterans. Its website has a lot of useful information for veterans and their families, including on welfare support and other specialist support programmes that are available to veterans. It also provides links to many other veterans organisations.

Veterans UK also runs a free helpline for veterans, which gives advice on many topics.

The contact details of Veterans UK are:

Veterans UK
Ministry of Defence
Norcross
Thornton Cleveleys
Lancashire
FY5 3WP

Veterans Helpline: 0808 1914218

Relay UK - if you can't hear or speak on the phone, you can type what you want to say: 18001 then 0800 169 3458

You can use Relay UK with an app or a textphone. There's no extra charge to use it. Find out how to use Relay UK on the Relay UK website.

Email: veterans-uk@mod.uk
Website: www.veterans-uk.info

Sir Oswald Stoll Foundation

The Sir Oswald Stoll Foundation provides housing and support to vulnerable and disabled veterans and their dependants.

If you are offered a place in one of their homes, they provide a home for life if you need it, or help to find training and work to get back to independent living.

You can find out more about the services they offer by contacting them at:

Sir Oswald Stoll Foundation
446 Fulham Road
London
SW6 1DT

Telephone: 0207 385 2110
Website: www.stoll.org.uk.

Soldiers, Sailors, Airmen and Families Association Forces Help

If you are serving in the armed forces, a veteran or the dependant of those serving and veterans, you can get free housing advice from the Soldiers, Sailors, Airmen and Families Association (SSAFA) Forces Help.

They provide advice and assistance to those eligible for help. They also provide some housing facilities.

They also provide help to people who are homeless.

You can find out more information by contacting the housing advisor at:

Telephone: 0800 260 67 67
Email: housing@ssafa.org.uk
Website: www.ssafa.org.uk.

Veterans Aid

If you are homeless, or are likely to become homeless, you can get help from Veterans Aid.

They can provide direct and immediate help to vulnerable veterans with finding hostel accommodation.

You can find out more information by contacting them at:

Veterans Aid
40 Buckingham Palace Road
Victoria
London
SW1W 0RE

Helpline: 0800 012 68 67
Email: info@veterans-aid.net
Website: www.veterans-aid.net

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Housing options for people leaving the armed forces, veterans and their families

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Information for people who are about to leave the armed forces, veterans and dependents, on finding accommodation. Covers sources of help and care homes for veterans and disabled ex-service personnel.

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Introduction

1. This is guidance by the Secretary of State for Housing, Communities and Local Government under section 169 of the Housing Act 1996 ('the 1996 Act'). Local housing authorities ('local authorities') are required to have regard to it in exercising their allocation functions under Part 6 of the 1996 Act.

2. References to sections in this guidance are references to sections in the 1996 Act.

3. It is in addition to the statutory guidance on social housing allocations issued in 2012 ('the 2012 guidance') and 2013 ('the 2013 guidance').

4. Local authorities are encouraged to review their existing allocation policies and revise them, where appropriate, in the light of this guidance as soon as possible.

Background and purpose

5. The Armed Forces Covenant, created by virtue of the Armed Forces Act 2011, is a promise from the nation to those who serve in the Armed Forces, whether Regular or Reserve, and those who have served in the past, and their families. It commits that they should face no disadvantage compared to other citizens in the provision of public services. It also recognises that special consideration is appropriate in some cases, especially for those who have given the most such as the injured and bereaved.

6. Delivering on the Armed Forces Covenant, in 2012 the government introduced protections to ensure that members of the Armed Forces community are not disadvantaged in accessing social housing because of the requirements of military life.

7. In 2018 the government introduced the Homelessness Reduction Act duty to refer which requires the Secretary of State for Defence to refer members of the Regular Forces, who may be considered to be homeless or threatened with homelessness within 56 days, to a local housing authority of their choice, with the individual's consent. A person who is vulnerable as a result of having been a member of Her Majesty's Regular Armed Forces (a veteran) has a priority need for accommodation. Former members of the Armed Forces will include a person who was previously a member of the Regular naval, military or air forces.

8. On 24 May 2020, the Secretary of State announced plans for thousands of long-term, safe homes to support many of the vulnerable rough sleepers who have been supported during the COVID-19 pandemic. Here, vulnerable rough sleepers taken off the streets during the pandemic can get the specialist support they need, including support relating to needs resulting from having served in the Armed Forces, to rebuild their lives. This unprecedented commitment - the biggest of its kind since the government's Rough Sleeping Initiative began - will be backed by £160 million in 2020 to 2021 to inject 3,300 new units of accommodation this year, part of 6,000 in total.

9. This document provides a single standalone piece of statutory guidance on allocating social housing for the Armed Forces community. It brings together, updates, and builds on existing advice in the 2012 and 2013 statutory guidance.

10. The purpose of this guidance is to assist local authorities when considering applications for social housing by members of the Armed Forces, veterans, and their families. More specifically, the guidance sets out how local authorities can ensure that estranged spouses and civil partners of serving personnel are not disadvantaged when applying for social housing, and that members of the Armed Forces and veterans suffering from mental ill health are given the priority for social housing that they deserve.

11. The guidance also seeks to ensure understanding of the particular circumstances of the Armed Forces community, so that their housing needs are considered appropriately; and to promote a consistent approach across local authorities in considering applications from members of the Armed Forces community.

Qualification for social housing

12. Section 160ZA(7) of the 1996 Act gives local authorities the power to determine who qualifies, or does not qualify, to be allocated social housing, subject to any regulations made by the Secretary of State under section 160ZA(8).

13. In 2013, the Secretary of State issued statutory guidance ( the 2013 guidance) encouraging local authorities to include a residency requirement of at least 2 years as part of their qualification criteria. The 2013 guidance is aimed at ensuring that only people in need who have invested in, and demonstrated a commitment to, their local community may be considered for an allocation of social housing.

14. Certain members of the Armed Forces community are exempt from any residency requirements, by virtue of regulations made under section 160ZA(8) which prevent local authorities from applying a local connection test to disqualify such applicants. These are:

a. Those who are currently serving in the Regular Armed Forces or who were serving in the Regular Forces at any time in the 5 years preceding their application for an allocation of social housing.

b. Bereaved spouses or civil partners of those serving in the Regular Forces where (i) the bereaved spouse or civil partner has recently ceased, or will cease, to be entitled to reside in Ministry of Defence accommodation following the death of their Service spouse or civil partner, and (ii) the death was wholly or partly attributable to their service.

c. Serving or former members of the Reserve Armed Forces who are suffering from a serious injury, illness or disability which is wholly or partly attributable to their service.

15. These provisions recognise the special position of members of the Armed Forces whose employment requires them to be mobile and who are likely therefore to be particularly disadvantaged by local connection requirements. The provisions extend to bereaved spouses and civil partners of Service personnel recognising that they are likely to experience similar issues. Reservists are included, recognising, for example, that those who have been seriously injured as a result of their service may need to move to another local authority district in order to access treatment, care or support.

Spouses and civil partners of Armed Forces personnel

16. The 2013 guidance advises local authorities, when adopting a residency test, to also consider the wider needs of the Armed Forces community, and to be sympathetic to changing family circumstances.

17. We are aware that some local authorities take account of this advice and exempt from their local connection or residency requirements spouses and civil partners who are required to leave accommodation provided by the Ministry of Defence following a breakdown in their relationship with their Service spouse or partner. We support this approach. We recognise that local connection requirements can impact on the transition to civilian life for those who have themselves had to move frequently in support of their Service spouse or partner, making it difficult for them to maintain a career or to improve their employment prospects. They may not be willing or able to settle in the district where their former Service spouse or partner is stationed, particularly if the estrangement has involved domestic abuse, and that they may need to move closer to their family and support networks.
18. The Secretary of State strongly encourages local authorities to exempt from any local connection requirements divorced or separated spouses or civil partners of Service personnel who need to move out of accommodation provided by the Ministry of Defence.
Other qualification considerations

19. Authorities are reminded that they retain a discretion to deal with individual cases where there are exceptional circumstances and that such circumstances may arise in relation to the wider Armed Forces community. We recognise that the requirement for Service personnel to move from base-to-base can impact on other family members, including for example adult children who also may no longer be able to remain in the family home.

20. More generally, local authorities are encouraged to consider whether other qualification criteria they have adopted are likely to disadvantage members of the Armed Forces or have a disproportionately negative impact on them, and the scope for making appropriate exceptions where this is the case. For example, when taking account of an applicant's income or assets in determining whether they qualify for social housing, local authorities may wish to disregard any lump sum received by a member of the Armed Forces as compensation for an injury or disability sustained on active service.

21. Occupants of Service Families Accommodation who remain in residence following the expiry of a notice to vacate become irregular occupants and are charged mesne profit charges for trespass. This may occur after Service personnel leave the Armed Forces, or their estranged partner remains in occupation after a relationship breakdown. Housing costs support for mesne profit charges is not available within Universal Credit, nor is Housing Benefit available to those living in a Crown Property. As a result, occupants may accrue mesne profit debt. Where local authorities take into account rent arrears or a housing debt in determining whether an applicant qualifies for social housing, they may wish to be sympathetic towards Service personnel or their former partner who have accrued such mesne profit debt. Occupants may provide a copy of their notice to vacate or Certificate of cessation of Entitlement to Service Families Accommodation as evidence that they are no longer able to occupy their home. If local authorities have any queries about the status of such applicants they should contact the MOD Loss of Entitlement Team ( DIORDAccn-LOETeam@mod.gov.uk) - see further at paragraph 41.

Priority for social housing

22. The government is clear that we expect social homes to go to people who genuinely need them. That is why provisions in the Localism Act 2011 have maintained the protection provided by the statutory reasonable preference criteria which ensure that overall priority for social housing is given to those in housing need.

23. We have also retained the power for local authorities to frame their allocation scheme to give additional preference to people who fall within the reasonable preference categories and have urgent housing needs.

24. Section 166A(3), as amended by regulations made under section 166A(7), requires local authorities to frame their allocation scheme to give additional preference to certain members of the Armed Forces community, where they fall within one or more of the reasonable preference categories and have urgent housing needs. These are:

a. Former members of the Regular Armed Forces

b. Serving members of the Regular Armed Forces who are suffering from a serious injury, illness or disability which is wholly or partly attributable to their service.

c. Serving or former members of the Reserve Armed Forces who are suffering from a serious injury, illness or disability which is wholly or partly attributable to their service.

d. Bereaved spouses or civil partners of those serving in the Regular Forces where (i) the bereaved spouse or civil partner has recently ceased, or will cease, to be entitled to reside in Ministry of Defence accommodation following the death of their Service spouse or civil partner, and (ii) the death was wholly or partly attributable to their service.

25. These provisions are intended to ensure that those who have given the most for their country get the priority for social housing that they deserve. They apply to serving members of the Regular Armed Forces, as well as veterans, recognising that those who have sustained a serious injury, for example, may need to move out of service accommodation to suitable adapted social housing before they are formally discharged.

Mental health

26. The mental health and wellbeing of our Armed Forces, whether they are Regulars, Reservists or veterans, is a priority for this government. We want to ensure that serving and former members of the Armed Forces who suffer from mental ill health are given appropriate priority for social housing where they need it, together with appropriate care and support where this is relevant.

27. Section 166A(3)(d) of the 1996 Act provides that local authorities must frame their allocation scheme to ensure that reasonable preference is given to people who need to move on medical and welfare grounds, including grounds relating to a disability.

28. Annex 1 to the 2012 guidance, which sets out possible indicators of the medical and welfare reasonable preference category, already recognises that this could include a mental illness or disorder. This guidance goes further and makes clear that in the Government's view this would encompass anyone who needs to move as a result of a mental ill health condition. Authorities are reminded that a serious and long-lasting mental health condition is likely to come within the definition of a disability under the Equality Act 2010.

29. We also consider that an 'illness or disability' in relation to the additional preference requirements mentioned in paragraph 23 would include a relevant mental health condition.

30. We recognise that it may be more difficult to determine whether an applicant has medical and welfare needs where the impact on their mental health is the determining factor, rather than their physical health. Furthermore, applicants may sometimes be reluctant to declare issues with their mental health. It is essential that local authorities are sensitive to these issues and that they do not impose evidential requirements that are too onerous, and which deter applicants from evidencing their needs. While any discharge notes from the Armed Forces may be relevant, expecting applicants to provide the whole of their service medical history might be inappropriate.

31. The majority of mental health conditions experienced amongst members of the Armed Forces community are the same as those experienced by the general population: depression and anxiety. These may or may not be attributable to time spent serving in the Armed Forces and they could be due to pre-existing issues. In addition, conditions such as Post Traumatic Stress Disorder may surface many years after the event that was the original cause of the condition.

32. We would expect local authorities to consult with relevant medical professionals when assessing applicants who raise mental health issues in their applications, and to act within appropriate professional safeguarding and information sharing procedures. This includes both mainstream services and the bespoke veteran-specific mental health services that the NHS in England has put in place. However, we recognise that not everyone may be actively under the care of, or engaging with, a mental health team.

33. There are also a number of charities and non-statutory organisations that provide specialised mental health care and support for veterans, including for example Combat Stress. Local authorities are encouraged, through their Covenant arrangements, to consider how they can develop strong links with these providers. In addition, local authorities are encouraged to take advantage of any specialist mental health awareness training for their staff which is available in their area. Mental Health First Aid (MHFA) England, for example, teaches people to recognise the signs that someone might need support with their mental health and to offer help on a first aid basis.

34. Where specialist supported accommodation is provided for those with mental health issues, it is important that appropriate priority is provided within an authority's allocation scheme for those who are ready to move on into a sustainable general needs tenancy.

Allocation flexibilities

35. Local authorities are strongly encouraged to consider how they can take into account the needs of all serving or former Service personnel when framing their allocation schemes, and to give sympathetic consideration to the housing needs of family members of serving or former Service personnel who may themselves have been disadvantaged by the requirements of military service.

36. Examples of ways in which authorities can ensure that Service personnel and their families are given appropriate priority, include:

Using the flexibility within the allocation legislation to set local priorities alongside the statutory reasonable preference categories. This might mean, for example, giving preference, to those who have recently left, or are close to leaving, the Armed Forces.

Making provision in their allocation scheme to determine relative priorities between applicants in the reasonable preference categories, in accordance with section 166A(5). In this way, applicants in housing need who have served in the Armed Forces, for example, could be given greater priority for social housing over those who have not. One way of doing this might be by including them in a separate 'community contribution' band, or by reflecting this in the number of points that are allotted.

If taking into account an applicant's financial resources in determining priorities between households with a similar level of need (section 166A(5)(a)), disregarding any lump sum received by a member of the Armed Forces as compensation for an injury or disability sustained on active service.

Setting aside a proportion of properties for former members of the Armed Forces under a local lettings policy (section 166A(6)(b)). This might be particularly relevant where the council or housing association partners are bringing new developments on stream. Alternatively, authorities might make a proportion of vacancies available for veterans who are nominated by a local Military charity. See for example, the Veterans' Nomination Scheme which is operated by the charity Stoll.

Where local authorities use local lettings policies to give more priority to those with a local connection, for example to achieve sensitive lettings in rural areas, they could make exceptions for those who have recently left the Armed Forces and who might have difficulty in demonstrating a local connection anywhere in the district.

37. A number of organisations provide specialist housing and support for veterans, such as the Royal British Legion, Stoll, Haig Housing Trust and Alabare. Housing authorities are encouraged to liaise with relevant organisations to ensure that former Service personnel are able to access the housing option which best suits their needs. The Confederation of Service Charities (Cobseo) maintains a directory of known housing and support services available to the ex-Services community (including those mentioned above) which is updated as necessary.

Other considerations

Identifying members of the Armed Forces community

38. Identifying an applicant as a serving or former member of the Armed Forces at the start of the process is key to dealing with an application effectively and ensuring that applicants are afforded the right level of priority. Many local authorities already include an appropriate question or questions on their application form, or as part of a housing options interview or other housing needs assessment process. Other local authorities are strongly encouraged to adopt a similar approach.

39. Appropriate questions would include asking whether the applicant is a member of the Armed Forces, has ever served in the Armed Forces, or whether they are another member of the Armed Forces community. Questions about the applicant's existing housing situation - for example, whether they are in accommodation provided by the Ministry of Defence - or their reason for moving from their last settled home could also be useful in obtaining relevant information.

40. The new Veterans ID card should help local authorities to identify and verify those who have served in the Armed Forces. However, as the card is voluntary, it is important that local authorities do not rely on the Veterans ID card as the only form of identification. Other evidence that someone is serving or has served in the Armed Forces might include: an MOD form 90 (or in a modified form in the case of veterans); MOD pay slips or pension statement; a Defence Discount Service card identifying a person as a veteran (although this does not include photo ID), or a service number. Spouses or civil partners required to leave Service Family Accommodation following relationship breakdown will receive a Notice to Vacate. Where applicants are unsure about how to provide documentation, local authorities may wish to advise them to contact Veterans UK to find out how to how to obtain relevant documentation to prove their status. Further advice on identifying the Armed Forces community is provided in chapter 3 of the Royal British Legion's best practice guide, Supporting the Armed Forces Community with Housing in England.

41. Within the Ministry of Defence, there is a discrete unit that manages the loss of entitlement to Service Family Accommodation (SFA) for those Service personnel reaching the end of their military service. The Loss of Entitlement Team ( DIORDAccn-LOETeam@mod.gov.uk) within the Defence Infrastructure Organisation is responsible for notifying Service personnel their entitlement to SFA is coming to an end (at least 93 days before the discharge date), and for arranging its hand back to MOD. Although this hand back is normally successfully achieved, a small number of Service personnel do not arrange to hand back the SFA by the date of discharge. On such occasions, the Loss of Entitlement Team would begin formal action, including possible eviction, to regain possession of the property. During this process, it may become necessary for the Team to contact a local authority to discuss housing options for individual Service personnel. Local authorities are therefore encouraged to engage with the Loss of Entitlement Team so that the best outcome can be achieved for the Service person and their family.

42. Some local authorities have informed us that they have appointed Armed Forces community outreach workers attached to the housing team who can support staff with advice and information when dealing with applications from the Armed Forces community. Others have appointed a dedicated housing officer as a single point of contact for enquiries and referrals from members of the Armed Forces community. Both approaches are commended as a way of ensuring that members of the Armed Forces community are identified and their applications dealt with appropriately.

43. Identifying applicants as a member of the Armed Forces community will be crucial to support local authorities' understanding of how they are delivering against the Covenant, as well as supporting national data collection initiatives.

Training

44. Specialist training for staff and managers to assist them to identify members of the Armed Forces community and understand their specific needs and circumstances should support an improved application process. It will also help to ensure those who have contributed through their service are treated appropriately and given the priority they deserve.

45. We are aware that a number of local authorities have already developed their own specialist training solutions, often working with military charities operating in their area. Those local authorities that have not yet taken the opportunity to develop their own individual approach to training are referred to the e-learning training modules that are available on the Armed Forces Covenant website.

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Improving access to social housing for members of the Armed Forces

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1. This is guidance by the Secretary of State for Housing, Communities and Local Government under section 169 of the Housing Act 1996 ('the 1996 Act'). Local housing authorities ('local authorities') are required to have regard to it in exercising their allocation functions under Part 6 of the 1996 Act.

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Help with: PTSD, Suicide Help, Benefits, Housing, Medals, Tailoring, Sport, Shop, Businesses, Books, Mental Health, Family Help, Abuse Help, Employment, Courses, Medical, Application Forms, Holidays, Discounts, Foodbanks, Barbers, Builders, Taxi Service, Loans, Money, Clothing, Mobility, Disabiliti…

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The official TV Licensing website contains a wealth of information about the TV licence, who needs to pay it and how to pay.

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Welcome to Broxtowe's Waste and Recycling page. We aim to help you understand more about waste and recycling within the borough. You can also find a list of our different services available to the residents of Broxtowe.

Recycling in Broxtowe

Recycling is collected from your kerbside and processed by the Materials Recovery Facility in Mansfield (Opens in New Window).

Materials are processed by product type, rather than codes.

It is important to put the correct items in the recycling bin. A good guide to what goes in your recycle bin can be found on your recycling bin sticker. Anything that is not listed on the sticker should be considered waste. This will help reduce contamination. Please see our recycling page for more information on what you can recycle (Opens in a New Window).

The national target of recycling is 50% and we are working hard together with Veolia to achieve this by reducing contamination in recycling. Did you know that 11% (based on random sample in 2019) of the items placed in recycling bins in 2019 don't belong there? Contamination means the contents of the recycling bin must all go to waste. The biggest contaminates we see are pizza boxes with grease or food traces, nappies, Tetra packs, glass, shredded paper and textiles. Please don't put these items in recycling bins as they cannot currently be recycled.

Not sure what goes in what bin?

If you're not sure what goes in what bin, you can use our A-Z of Waste and Recycling search (Opens in a New Window) to check.

Not sure when your next collection is?

Use our When Is My Collection Form (Opens in a New Window) to see when your next bin collection is.

You can also text 60075 to check which collection is due that week. Start the message with 'BROX NEXT' including your postcode and house number - i.e. 'BROX NEXT NG9 1AB 32', you will be sent a message back with details of your next scheduled collection.

'Each message sent is charged at the user's standard network rate although some inclusive network plans exclude messages to short codes and therefore prices may vary.'

How do I report a missed bin collection?

The easiest way to report a missed bin is online using our report a missed bin online form (Opens in a New Window).

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Welcome to Broxtowe's Waste and Recycling page. We aim to help you understand more about waste and recycling within the borough. You can also find a list of our different services available to the residents of Broxtowe. Recycling in Broxtowe Recycling is collected from your kerbside and processed by the Materials Recovery Facility in Mansfield (Opens in New Window).

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01 What next after SFA?

AFF understands how daunting the prospect of leaving military accommodation can be for many families after Service. In this section, we aim to provide you with information to ensure obtaining suitable housing for you and your family is as smooth as possible.

Whilst many families find that their last posting is away from their support network, it's not always possible for them to move back to their preferred area for many reasons, while other families see it as an opportunity to put down roots in new locations, having moved regularly, and are looking for new adventures.

We are also aware that sometimes, leaving your SFA is due to other reasons, relationship breakdown, being discharged from the Army and a change in circumstances. This section provides information on all these situations and how to obtain relevant guidance from both AFF and outside agencies.

We would strongly advise that you start to look at your options at least three years before you are due to leave the Army, taking into consideration house prices for purchase or private rental, location, schooling at all stages, employment and potential commuting time for all members of the family.

Please look at our Transition page for more information.

If you have any questions regarding civilian housing, please contact our Housing team on housingsupport@aff.org.uk
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02 AFF Win - better access to social housing for separated spouses

There has been a change to statutory guidance to help recently separated spouses and civil partners of Service personnel access social housing registers where they have no local connection.

In 2013 AFF wrote our first brief on the issues faced by spouses and civil partners leaving SFA after separation when trying to access social housing registers if they didn't have a local connection. At that time, and to this day, regulations prevent local authorities from insisting on a local connection for Service personnel within five years of leaving the Services. However, this vulnerable group of separating partners, who had been just as mobile as the serving person, were only accepted if they had a local connection.

As a result of the AFF brief some local authorities changed their allocation policy to include this group. However, many did not, so AFF pushed further, with the help of other agencies and the Ministry of Housing, Communities and Local Government put out a consultation paper at the start of 2019 asking for views on this topic.

New statutory guidance

In June 2020 the outcome of the consultation was published and AFF is pleased to announce that the new statutory guidance states: 'The Secretary of State strongly encourages local authorities to exempt from any local connection requirements divorced or separated spouses or civil partners of Service personnel who need to move out of accommodation provided by the Ministry of Defence.'

This isn't legislation, however, AFF hopes that, as all local authorities have signed the Armed Forces Covenant, they will look to include this action in their housing allocation policies going forward.

And whilst this should help families get onto a waiting list, it doesn't confer any priority over non-military families.

For the full guidance, see gov.uk/government/publications/improving-access-to-social-housing-for-members-of-the-armed-forces/improving-access-to-social-housing-for-members-of-the-armed-forces.

Read AFF's 2017 AFF brief.

AFF would be very interested to hear from you if the above has helped you access social housing or if you are still experiencing issues with local authorities. Please contact the AFF Housing Specialist on housingsupport@aff.org.uk.

Guidance on mesne profit debt

AFF is also pleased that new advice is given within this document for local authorities, who take into account rent arrears, to be sympathetic towards Service personnel or their former partner who have accrued mesne profit debt.

Occupants of SFA who remain in residence following the expiry of a 93-day notice to vacate become irregular occupants and are charged mesne profit charges for trespass, which are not currently taken into account in the housing element of Universal Credit.

AFF is concerned about the issue of mesne profits after the 93 days and will continue to highlight this to the Department for Work and Pensions.

If you have been affected by this, contact the AFF Money & Allowances team on moneysupport@aff.org.uk
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03 Understanding the civilian housing options open to you within the UK

The briefing paper from the House of Commons Library discusses various civilian housing options including: how to apply for social housing in England, Scotland and Wales, renting privately and home ownership.
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04 Advice on civilian housing

Service leavers and their families who need information on civilian housing options should contact Veterans UK's Defence Transition Services (DTS) team.

Following a review carried out as part of the MOD's Strategy for Our Veterans, the services provided by the Joint Service Housing Advice Office (JSHAO) have been transferred to DTS, part of MOD's Defence Business Services (DBS).

The JSHAO phone line is no longer in operation and emails to the JSHAO email address will be re-directed to DTS. The MOD Referral Scheme has also moved to DTS to administer.

DTS will also deliver virtual briefings to help Service personnel and their families understand what their accommodation options are once they leave Service.
How do I contact DTS?
If you need support and further information on civilian housing options, information and guidance is available on gov.uk. Alternatively, you can contact the DTS team via: DBSVets-DTS-Central@mod.gov.uk.
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05 Leaving SFA as a divorced spouse/separated civil partner

Despite recent changes as outlined above, AFF is aware that many councils currently don't consider divorced spouses/separated civil partners to be part of the Armed Forces community and won't give them the leeway on a local connection which they give to Serving personnel when they leave.

Whilst we never think that a marriage will end in divorce, it is worthwhile considering having your name down on the social housing register for where you would settle if this did happen (close to family so that you have a local connection etc.). The earlier you register, the longer you will have been on the list should the worst happen. AFF has spoken to several local councils about the best way to apply for social housing and the advice they give is to:

Phone them as your first action - do it as soon as you know you need help and don't leave it until the last minute; the more time you give them the more ability they will have to help you by your deadline date.

Make sure that when you contact them you let them know that you are a separating Forces family,

Let them know if you have any special circumstances e.g. medical, schooling/public exams etc.

Let them know if you are leaving due to domestic violence

Let them know if you have a reason for not having a local connection anywhere (e.g. child of a Forces family or if you grew up in care)

Remember that social housing is very scarce so think carefully before refusing an offer (especially if you are homeless) as the council may consider that they have carried out their duty of care to you and remove you from the list.

If you are experiencing issues accessing social housing as a result of the above, contact AFF at housingsupport@aff.org.uk
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06 Tenancy Deposit Loan Scheme

If Service Family Accommodation (SFA) isn't the right fit for your family, you may look to use private rental so you can live where you want to.

The upfront costs for private rental can be large, with deposits and rent required in advance, but did you know that you can get help with the deposit through the MOD tenancy deposit loan scheme?

Your soldier can apply for an advance of salary loan to the cost of the deposit, which must be repaid within 12 months. Repayments are recovered from your soldier's salary on a monthly basis.

Once you have paid your deposit, your landlord must put it in a government-backed tenancy deposit protection scheme and you then have 45 days to provide your line manager with evidence that this has happened (usually a certificate).

For more information, see gov.uk/government/news/help-to-secure-a-rental-home-the-mod-tenancy-deposit-loan-scheme
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07 Will I get social housing?

Social housing is very scarce and most councils having long waiting lists - the Armed Forces Covenant means that you will not be disadvantaged by not having a local connection, however, it will NOT mean that you get to the top of the list.

If you have more than £16,000, most councils will not consider you for social housing so, if you have been made redundant, left with a medical discharge payment or at the end of Service with a pension and lump sum, you need to look at alternatives.

Even if you are at the top of the list, it could still be years before you get a house; it is worth remembering that, if you leave SFA and are homeless, the council will have a duty of care to put a roof over your head. However, this may be a hostel or B&B which isn't ideal for a family.

As soon as you know you are leaving (or even if you are just considering it in the future), it is worth finding out all the options open to you - contact DTS via email at DBSVets-DTS-Central@mod.gov.uk for more information.
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08 Improved social housing support for Service personnel and their families

Local councils all have different criteria to get onto their housing register but if one of those is the need for a local connection, they cannot refuse to register you if you have left the Armed Forces within the last five years.

If you have any trouble getting a council to accept you because they say you don't have a local connection, AFF would like to know about it - please email details to housingsupport@aff.org.uk
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09 The MOD Referral Scheme - another way to get social housing

The MOD Referral Scheme operates a service that tries to help Service leavers, who are discharged from the Armed Forces and are in need of housing, find social housing.

Unlike local Authority policies, the scheme is beneficial because it does not demand that you have a local connection with the area in which you are applying.

You may apply for a reasonable number of areas by listing the locations or counties in which you would like to live. However, the scheme is wholly dependent on the goodwill of Housing Associations, and it is reliant on their provision of vacant properties in which they are unable to fill.

As a result of this, DTS and the Referral Scheme cannot estimate how many offers they might receive.

All applicants are strongly encouraged to consider alternative housing options as there are no guarantees of being housed through the scheme.

Eligibility criteria

Applicants must be Armed Forces personnel within six months of their discharge date and currently occupying Service Accommodation.
Or
Applications for the Scheme can be accepted from Service leavers, married or single, and from separated spouses living in married quarters or hostel accommodation provided by SSAFA Forces Help and the Services Cotswold Centre.
And
It is important to note that while personnel in Single Living Accommodation (SLA) are eligible until six months post discharge date, those in Service Family Accommodation (SFA) are eligible until they leave that Service property.

Do Not Apply:

If you are married ex-Service or single and beyond the six months after your discharge date.
Or
If you own or part-own a property or are privately renting, you will not be considered for housing through the Scheme.

If you have sufficient capital to buy a property you are unlikely to be housed. Pensions and expected gratuities will also be taken into account when processing your application.

Completing an Application Form

If you are eligible, you will need to complete an application form. This form can be downloaded from the MOD website. To ensure your application is processed quickly and without complications, ensure that you include all the relevant information required. Further requirement details are available when you download your application.

Your application will be acknowledged in writing and you will be added to the database for consideration when properties become available. Each property offer is assessed by its appropriate allocation such as family size, location etc. with the most eligible and highly prioritised applicants details being forwarded to the Housing Association.

Be aware that applicants are restricted to one offer through the scheme.

For more information email DBSVets-DTS-Central@mod.gov.uk

You need to include evidence of the date on which you are required to leave your Service Accommodation:

SFA occupants - a copy of my 'Notice to Vacate' or 'Certificate of Cessation of Entitlement to Occupy' (provided by DIO Service Delivery Accommodation within six months of discharge)

SLA occupants - a copy of my MOD Form 1166 (available from Unit Admin Office)

Overseas applicants - a copy of my 'Certificate of Cessation of Entitlement to Occupy' (available from the Station Staff Officer)
Or
Applicants following marital separation - a copy of my 'Notice to Vacate' or 'Certificate of Cessation of Right to Occupy' (provided by Defence Estates at the start of the 93 day notice period)

The advantages

Unlike Local Authority policies, the Scheme is beneficial because it does not demand that you have a local connection with the area for which you are applying.

You may apply for a (reasonable) number of areas by listing the locations or counties where you would like to live. A member of the team will then get in contact to discuss the options available in those areas. You are not restricted by where you now live, where your family live or where you will work.

Single Service leavers and couples without children may also find it difficult to access housing provided by the Council.

On the MOD Referral Scheme, singles and couples are just as likely to be housed as families because applicants are chosen by their suitability for the type of property offered by the Housing Association.

The DTS and the MOD Referral Scheme have no housing stock, no internal connections with Local Authorities and unfortunately there is no guarantee that applicants will be housed through the Scheme.

All applicants are strongly advised to contact their local authority and consider alternative housing options, in addition to applying for the Scheme, in order to maximise the chances of being housed. The scheme attempts to provide another route into Social Housing, not replace such actions as directly contacting local authorities.

Service leavers with families, and separated spouses with children, may also wish to contact the Services Cotswold Centre, which offers temporary accommodation.

Information, advice and hostel accommodation is also available from SSAFA Forces Help. Single Service Leavers should contact SPACES (Single Persons Accommodation Centre for the Ex-Services), who may also be able to help. Details for these Associations can be found on our website.

Additionally, for those who would benefit from adapted and sheltered (both supported and unsupported) accommodation, this type of housing is accessible through the Scheme. Please contact DTS via email DBSVets-DTS-Central@mod.gov.uk.
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10 LAUNCHPAD: a perfect transition solution

If you are looking to settle in the North of England upon leaving the Army, then Avondale House could be the solution.

It provides the perfect environment for a responsible transition to civilian life, especially as public and private sector organisations are helping resident veterans and their families to find jobs, houses, training and other support, as required. Read LAUNCHPAD - a perfect transition solution for further information.
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11 Looking to settle in Scotland? Military Matters can help

Military Matters is a specialist housing advice project that is open to all members of the Army community: serving, veterans and family.

The Service they offer is available free of charge to anyone interested in living in Scotland.

Their focus is Scotland simply because they are funded by the Scottish Government and Poppyscotland but you don't have to currently live in Scotland to use their Service.

Their small team of Housing Advice workers spend time getting to know your individual circumstances and then produce a tailored advice report which provides information and guidance on what options you may wish to consider, and also the options that may not be suitable.

The focus is very much about home ownership rather than social renting, and for that reason, the team know about current incentives such as the Forces Help to Buy (FHTB) scheme and the Scottish Governments Low Cost Initiative for First Time Buyers (LIFT) Schemes.

They do still work closely with colleagues in the veteran's social housing sector, so if this is something that suits your circumstances, they can help to signpost you to the right place.
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12 Forces Help to Buy (FHTB) scheme

The Forces Help to Buy (FHTB) scheme is an advance of salary scheme, which is available to help Service personnel who want to buy their first home and to enable the option to self-build amongst eligible Service personnel. See our Military Allowances page to find out more.
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13 Applying for a mortgage: have you been disadvantaged by being in the military?

As part of the consultation on the Armed Forces Covenant, AFF has been included in discussions with ministers regarding improving access for Service personnel to housing, both private and social, for those leaving the Services or for those who simply do not wish to live in military provided accommodation.

Former Housing Minister, Grant Schapps, said; '. ......until now we've had a mad situation where living on a base or serving abroad has disadvantaged people in the Armed Forces applying for a mortgage. So the Government will also be working with credit reference agencies and Royal Mail to ensure that this is no longer the case.'

AFF would like to hear from families who have experienced difficulties in obtaining a mortgage because of a poor credit history due to credit reference agencies failing to recognise BFPO addresses abroad, or because of constant changes of address on posting. Please email your feedback to AFF to moneysupport@aff.org.uk
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14 Bedroom Tax

Whether or not a member of the Armed Forces lives at home with their parents is a matter for the local authority (LA) to decide based on all the available facts. See our Money Matters page for more information.

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Civilian housing - Army Families Federation

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Advice on housing in civvy street; whether it is accessing social housing, exploring options for civilian housing or using FHTB.

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Overview

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

The Defence Infrastructure Organisation ( DIO) manages around 49,000 homes in the UK on behalf of the MOD and is also responsible for planning for future requirements and targeted improvement programmes.

DIO operates four Regional Accommodation Maintenance Services (RAMS) contracts which provide statutory and mandatory checks, repair and maintenance services and the preparation of allocated homes for Service families. Amey Community Ltd manage the Northern and Central regions and VIVO cover the South East and South West.

On behalf of DIO, Pinnacle Group Ltd operate our UK National Service Centre through the National Accommodation Management Services (NAMS) contract. This provides a single point of contact for requests from families living in Service Family Accommodation ( SFA) including raising repairs and maintenance issues, the allocations of homes and conducting move-in and move-out appointments. Contact details can be found on the Pinnacle Service Families website. Pinnacle also provide DIO with consolidated management information, which DIO uses to manage the four regional contracts directly.

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.

Latest news for SFA residents

Included in this issue of Families First:

performance update on accommodation contracts

Tackling Damp and Mould Programme in SFA - an update

winter safety guide

key dates to note

useful links

Tackling damp and mould in Service Family Accommodation ( SFA) is a top priority for DIO and its industry partners.

Earlier this year, a damp and mould taskforce was set-up to assess the SFA estate in order to fully understand the extent and the causes of damp and mould. As part of this, a 'First Responder' process was established which has seen over 5,000 homes with a reported damp and mould issue visited. The role of the First Responder is to:

assess the property following the telephone assessment

clean and treat areas of damp and mould

collect additional details about the issue

decide next steps including instructing professional surveys and/or arranging works to fix any issues - even if areas have been cleaned and treated

provide advice on how to prevent or reduce damp and mould

in severe cases, arrange for the family to be moved to a different home

DIO acknowledges that repeatedly removing surface mould is not a long-term solution for families and so it has worked with its maintenance contractors, Amey and VIVO, to look at the root causes of damp and mould in detail.

A year-long programme of works to address the underlying causes of damp and mould in thousands of homes is now underway. Most homes will receive a package of relatively simple works based on the most common recommendations from damp and mould surveys. These will be tailored to the individual home's need but will typically include work to:

increase insulation

replace guttering

upgrade extractor fans

reseal windows and doors

These works are backed by £29 million of investment and will tackle the most severely affected homes first. In some cases, these works should be sufficient to resolve the issues, but in others more substantial works will be required.

These more substantial works are backed by a further £94 million of investment this financial year. These works may include:

replacement doors and windows

improvements to groundwater drainage and repairs to damp-proof courses

roof repairs or replacement

installation of external wall insulation to make homes more energy efficient and prevent damp and mould from occurring

If you have reported a damp and mould issue, you will receive a letter two to three weeks before work begins at your home which will confirm dates, details of how appointments will be booked in, and who to contact if you need further information.

Unfortunately, not all works will happen straight away, and some families will be waiting longer than others. In the interim, if you see damp and mould reoccurring, you can request further first responder visits to ensure it is kept to a minimum by calling the National Service Centre (NSC) on 0800 031 8628.

More information on how to reduce condensation in your home which can help prevent damp and mould can be found here: A guide to preventing condensation, damp & mould. If you need to report damp or mould for the first time, call the National Service Centre on 0800 031 8628 to raise a report and undergo an initial assessment of the issues in your home.

The longer-term plan

DIO is committed to keeping families up-to-date as works progress across the SFA estate. Please see the Frequently Asked Questions document for further information: .

Included in this issue of Families First:

Landlord Gas Safety Inspections (LGSIs)

DIO and its suppliers are undertaking an important programme of works to carry out Landlord Gas Safety Inspections (LGSIs) across the SFA estate. This programme of works will commence on 22 May 2023 and is scheduled to complete by the end of June 2023.

You will be notified via letter if you are impacted. For families with short notice appointments during the week commencing 22 May 2023, you may also receive a telephone call and email from the suppliers.

It is vital that VIVO/Amey and their sub-contractors are allowed access to your home to carry out these inspections to ensure your family and neighbours remain safe. The Chain of Command across all three Services is supporting this programme and has agreed for Service personnel to make their SFA their place of duty on the day of appointment except where they are on essential duty elsewhere. DIO staff and unit staff have worked together to ensure that visits are planned around unit commitments wherever possible.

Families normally receive a one-hour slot for LGSI appointments. However, this has been temporarily paused for this important programme and an engineer will attend your home between the hours of 8am and 8pm. We understand this may inconvenience some families and we are sorry for this, but we need to maximise engineers' time in your area to allow them to visit as many homes as possible throughout the day to complete the LGSIs.

LGSIs are required by law for all occupied rented homes and LGSI certificates need to be renewed every 12 months. It is vital that the engineer can access your home to conduct this mandatory safety inspection, providing access for this important safety visit is one of the terms of your licence.

Installing smart meters in SFA homes

If you would like to install a smart meter in your home or change the existing smart meter, you can make a request directly to your utility supplier. You don't need to seek permission from DIO. There is also no need to remove the smart meter when you move out of your SFA home. Please leave the digital display unit for the next family to use.

Combined Accommodation Assessment System (CAAS) Surveys
Further information about CAAS.
Pre-move-out appointments

We encourage families to book your Pre-Move-Out ( PMO) appointment at least one calendar month before your potential Move-Out date. This will allow sufficient time to prepare your home to the Move-Out standard. It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

Gas and Electrical Statutory and Mandatory Inspections

It is a legal requirement to undertake gas and electrical safety checks in your home to reduce the potential for a carbon monoxide incident or an electrical fire, and to keep you and your family safe from harm. If gas appliances are not serviced regularly, they can lead to leaks and carbon monoxide poisoning. This is a highly poisonous gas that can kill quickly with no warning as you can't see it, taste it or smell it. In extreme circumstances, faults can also cause major explosions.

If your property is due a gas or electrical check, you will be contacted by Pinnacle or your regional contractor (VIVO or Amey) to inform you when the inspection will take place. It is extremely important that you respond to the email to advise if the appointment date and time is not suitable and to rearrange a convenient time.

It is vital for your safety that you allow the Regional Accommodation Maintenance Services contractors (VIVO or Amey) access to your home to carry out these vital safety checks.

Please help us keep you safe by being present when your appointment is booked, or by rearranging the appointment with Pinnacle. There is an escalation process followed by Pinnacle to address not being able to access homes involving unit welfare teams and chain of command.

Safety Notice Regarding Checking Window Restrictors in SFA

The safety of families living in Service Family Accommodation ( SFA) and Substitute Service Families Accommodation ( SSFA) is a top priority. With warmer weather meaning more windows will be open in homes, we would like to remind families to check that all window safety catches/restrictors are working correctly.

If restrictors are not working or windows can be opened more than 100mm when restrictors are engaged, then please report the fault to the National Service Centre immediately on 0800 031 8628 to ensure a repair is carried out. If you live in SSFA, please contact Mears on 0800 032 4547.

Please note that window restrictors must not be disengaged for any reason where children or vulnerable members of your household are at risk from falling.

For more advice about preventing accidents in your home visit the Child Accident Prevention Trust website.

Impact of increase of cost of living for Service personnel and families living in Service Family Accommodation (SFA)

The UK energy market has recently seen an unprecedented rise in electricity and gas prices and domestic customers across the country have witnessed a 54% annual increase in the average energy bill with further rises expected later in the year. The Energy Bills Support Scheme will deliver a £400 non-repayable discount to eligible households, including SFA on a civilian fuel supply, to help with energy bills from October 2022.

The MOD's People Policy team is currently reviewing how the global increase in the cost of living will impact Service personnel and their families living in service family homes. Although DIO do not lead on the policy or determine the energy costs, we want to keep Service personnel and their families updated. Please keep checking this page for updates.

This update provides information for families living in SFA where they pay energy bills direct to a civilian supplier, families who live in homes on an MOD fuel supply and families who live in homes on the Fuel Subsidy Scheme. It also covers homes with oil heating systems.

SFA on a civilian fuel supply

Many families will receive and pay for their electricity and/or gas direct from a civilian energy provider. These families will receive the government's Energy Bill Support Scheme of £400 which will be administered through their electricity provider as a credit on their electricity bill from October 2022 onwards. The OFGEM Energy Price Cap applies to these costs. The Energy Price Cap is intended to limit how much suppliers can charge consumers for utilities.

SFA on the Fuel Subsidy Scheme

Families living in homes on the Fuel Subsidy Scheme (FSS) pay the MOD direct for their gas and electricity, or electricity only, via JPA. DIO procure both gas and/or electricity for these homes via the commercial market rather than the domestic market. Even with the recent increase in Fuel Subsidy tariffs, the saving from paying commercial rather than domestic rates is currently greater than the government's £400 grant. Therefore, although they are not eligible for the Energy Bill Support Scheme, families in FSS homes will not be disadvantaged.

SFA on an MOD Fuel Supply

Families living in SFA on an MOD fuel supply are billed via a 1571 voucher rather than having the charges deduced automatically via JPA like with FSS. Again, these families will not be eligible for the government's £400 grant but they, too, will not be disadvantaged as they pay less than the Ofgem cap, even taking into account the £400 grant.

DIO Utilities has put together a frequently asked questions list which provides further information regarding the rise in electricity and gas prices:

Assistance for families living in Service family homes with the extra costs of oil-fired heating systems

The government's Energy Bill Support Scheme will be administered through electricity providers, so all families using civilian electricity providers should see the £400 grant as a credit on their electricity bill from October 2022 onwards. This is intended to provide support for all utilities costs despite the fact it will go into families' electricity accounts, so will help to offset the increase cost of oil or gas depending on the fuel the home uses.

However, we recognise that oil costs are also high. To ensure families who live in oil heated homes are not disadvantaged, the MOD 's People Policy team are looking at ways to support these affected. We will update this page as soon as the policy is released.

The MOD note that minimum deliveries for oil are generally 500 litres which means that sometimes on Move-out families can leave several hundred litres of very expensive oil for the next family. To ensure families are not disadvantaged and are reimbursed, a copy of the invoice from the last time the tank was filled should be provided to the Pinnacle Housing Officer at the Move Out and any credit for remaining oil will be applied at that rate via JPA. Conversely, where there is less oil remaining in the tank than at move in a debit will be applied. If the invoice is not available, the refund/charge will be made based on the current UK Average Home Heating Oil Prices according to the www.boilerjuice.com website.

In addition, DIO is working to deliver alternative solutions that heat the home with greater efficiency to provide both energy and cost savings to families. This will focus on the 1200 homes that have oil heating systems. This financial year, DIO is looking to replace oil boilers to 520 homes using a combination of Air Source Heat Pumps and Thermal Energy Storage solutions. These systems will reduce carbon emissions, as well as reducing utility costs for families, but in most cases works will also need to upgrade the thermal efficiency of the homes through a combination of replacement doors, windows and/or insulation.

The current plan to install alternate heating solutions to all homes will take into account government carbon emission reduction strategies as well as reducing the reliance of oil-fired boilers by the end of 2023 so that families can benefit from greater heating efficiencies and reduced utility costs.

DIO is also planning to fit external wall insulation to 989 homes this year to improve the energy efficiency of many of our least efficient homes - including those with oil heating systems. If families experience any issues such as draughty windows/doors, cold radiators or damp, please report these to Pinnacle on 0800 031 8628 to ensure that homes are as energy efficient as possible.

For further information regarding the cost of oil, the Army Families Federation has created a useful Q&A document.

Delivery of the council tax rebate for Service personnel

This FAQ document explains the £150 council tax rebate for families living in SFA.

Future Defence Infrastructure Services (FDIS)

For further information about the new contracts, who they have been awarded to and to understand what these changes may mean for Service personnel and your families please read the FDIS Accommodation Guidance Note (January 2022) Future Defence Infrastructure Services (FDIS) Accommodation (, 23.5 KB).

Entitlement for SFA

To be entitled to apply for a SFA home, 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

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 home you are entitled to is usually dependent on your rank for officers and family size for other ranks. When you apply for SFA, Pinnacles Home Services Team will allocate you a home 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 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) homes for Service personnel are set by the Armed Forces Pay Review Body. The current SFA accommodation charges are available on the Defence Intranet.

To access the accommodation charges, 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-SLA-Accommodation-Charges.pdf

Pay queries

If you have a standard query about your pay in connection with SFA charges, please contact the Pinnacle Service Centre on 0800 031 8628, 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/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-( CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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 homes that match your entitlement

register your top 3 preferences

book your 'move in' (once an offer for a home 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.

Pinnacle Home Services team

If you have an allocations enquiry, the Pinnacle Home Services team at the National Service Centre is available Monday to Friday from 8:30am to 4.30pm.

You can call them on: 0800 031 8628 Select Option 2 (or +44 (0) 161 6053517 if calling from overseas).

Alternatively, you can email the team: hello@pinnacleservicefamilies.co.uk

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

Substitute accommodation

Once in possession of a Non-availability certificate (NAC) you will be able to advance your e-1132 or E1154 application to the DIO Substitute Accommodation team.

To access the E1154 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/Pages/Substitute-Service-Accommodation.aspx.

For E1154 applications, when all parts have been completed please email your form to DIORDAccn-SubAccn@mod.gov.uk.

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

Substitute accommodation contractor

Mears Group provide all substitute accommodation for both substitute service family accommodation ( SSFA) and single service substitute accommodation (SSSA). Mears provide in occupation management for the whole of the substitute accommodation portfolio including repairs and maintenance.

From 1 April 2022, substitute accommodation will be delivered under a new contract, the Rented Living Accommodation Project (RLAP). Under RLAP, Mears Group will continue to provide all substitute accommodation for both Substitute Service Family Accommodation ( SSFA) and Single Service Substitute Accommodation (SSSA), including the occupation management of the substitute accommodation portfolio, repairs and maintenance.

In occupancy management

Service personnel occupying a substitute accommodation property should 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 adaptations (ANDA) requirements for SFA

If you are moving to a new SFA home, please provide details of any special requirements for your home 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 Pinnacle Home Services team is made aware of special requirements at the earliest opportunity.

If you require adaptions to your current SFA home, or your medical requirements have changed and you need some further adaptions to your existing SFA, you will need to contact the National Service Centre 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.

You can read more ​in ​the Tri-Service Accommodation Regulations (TSARs - JSP 464 Volume 1 Part 2 Chapter 6 Annex C​).

Moving in

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

At the agreed date and time, a Pinnacle Housing Officer will meet you at the home 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 home to ensure it meets the Move In standard as outlined on the Pinnacle 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 home (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 home. If you exceed this period you may be charged for both properties.

Housing guide

Service personnel and their families moving into SFA home should read the guides available on the Pinnacle 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 report by Pinnacle at your Move In.

Licence to occupy insurance

The Services Insurance and Investment Advisory Panel (SIIAP) "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

Pinnacle and their partners Amey and VIVO are responsible for keeping your home maintained in the United Kingdom. VIVO cover the South East and South West and Amey cover North and Central regions.

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

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

National Service Centre

You are required to report any defects to your home in the UK to the Pinnacle's National Service Centre, which is open 24 hours, 365 days a year:

Freephone: 0800 031 8628, select Option 1 (for calls made within the UK, mobile users may incur charges). If you can from overseas please telephone: +44 (0) 161 605 3517

You can also talk to someone about maintenance/repairs by visiting Pinnacle's website.

SSFA repairs

Mears Group Limited manage SSFA and SSSA.

For reporting faults to substitute homes, 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:

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

Bardney (Nr Coningsby, Lincolnshire)

0800 027 2057

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

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

Looking after your SFA home

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

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 Pinnacle website for details on moving out of the UK SFA home and arranging a pre move out appointment.

Pre-move-out appointments

We encourage families to book your Pre-Move-Out ( PMO) appointment at least one calendar month before your potential Move-Out date. This will allow sufficient time to prepare your home to the Move-Out standard. It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

Move out

Your move out will be attended by a Pinnacle Housing Officer who will inspect your home 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 Housing Officer.

An appropriate Joint Personnel Administration (JPA) action will be taken by the Pinnacle Home 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 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.

Separation and divorce guidance for military personnel spouses and partners.

Compensation

On occasion when those standards are not met through either significant defect(s) at move in and/or missed appointments, our industry partners will recognise this by paying compensation, through either cash or High Street vouchers, to offset any inconvenience caused.

Full details about the scheme and how to claim are published on Pinnacle's website.

Making a complaint/customer service

DIO Accommodation and Pinnacle 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.

We also welcome your positive feedback where something has gone right.

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.

Compliments

DIO Accommodation value our people and would appreciate your positive feedback. Where our people have gone over and above to assist you, please let us know. We would love to hear your experience so that we can recognise where our job has been done well.

Please email any compliments to: DIOSDCP-Communications@mod.gov.uk.

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/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-( CAAS)-Challenges.aspx?cid=f7549822-40b6-4f00-9fee-931f11258b1f

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 Pinnacle's National Service Centre on 0800 031 8628 or visit the Pinnacle website.

Once you have registered a complaint, a Pinnacle representative 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.

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 2 ways:

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

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 People-Accom-ACRP-Stage3@mod.gov.uk or

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

Pinnacle 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.

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.

The Combined Accommodation Assessment System ( CAAS) will be updated on 1 October 2020 to bring CAAS charging in Scotland, Northern Ireland and Wales in line with England by introducing a location assessment based on access to local services. This step has been included in policy for England since 2016 and means that all Service Family Accommodation ( SFA) in the UK will be charged using the same measure. This will deliver a fairer application of the UK Location Factor to all SFA across the UK. For more information please visit the Combined Accommodation Assessment System: the new accommodation charging system explained page.

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A guide for Service families about applying for, maintaining, moving in and out of and living in UK Service Family Accommodation (SFA).