Information for families during the coronavirus outbreak


01   Self-help moves

Please see our allowances page for more information.

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02   Joint Service Housing Advice Office

The Joint Service Housing Advice Office (JSHAO) is currently unable to receive paper applications for the MOD Referral Scheme. Please send any applications to RC-Pers-JSHAO-0Mailbox@mod.gov.uk

Further information on the scheme can be found here

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03   FAM pilot

FAM Cell

Following Government guidance, the FAM Cell teams are now all working from home.

If you are already on the pilot, the FAM Cell staff will continue to support you, and payments will continue as usual during this time.

If you have yet to submit your Accommodation Preference Form please speak to your local FAM Cell team:

FAM pilot

Although the Pilot will operate as normal, the following restrictions will apply until further notice:

  • PRS applications will be processed. However, due to current Government COVID-19 restrictions, Service personnel will be informed that they should not take any further action (such as applying for PRS payments/deposits) until the FAM Cell notify them to do so.

Once the COVID-19 government restrictions are lifted, Service personnel who had to be allocated SFA during this period but would have chosen the PRS option in normal circumstances, will have that choice to move mid-tour (at MOD expense subject to policy) should they choose to do so.

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04   Disturbance Expense

Please see our allowances page for more information.

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05   Amey - UPDATE ADDED 05 MAY

Amey has provided general guidance for families living in SFA on their website.

Amey Occupancy Services
Until further notice, families are asked to contact Amey Occupancy Services digitally.  Click here for details of how to contact them.

Reporting repairs & maintenance
Until further notice, Amey is asking families to raise non-urgent repairs digitally.  To do so, please click here.

For all urgent repairs, please call the helpdesk as usual at 0800 707 6000 (Repairs Option 1).

Please inform the advisors if you or your family are self-isolating.

Face-to-face customer service centres
As precautionary measure, Amey has also closed its face-to-face local customer service centres, but local centre staff remain available remotely to support issue resolution.

UPDATE 05 MAY: Compensation for missed appointments

DIO Accommodation is currently encountering delays in processing compensation claims for missed appointments and failed move-ins. This is due to a reduction in staffing because of the COVID-19 situation. Therefore, please be aware that the issuing of vouchers to successful claimants will take longer than usual.

In addition, the Compensation Team has been made aware that some families have encountered problems when trying to redeem vouchers. If a family is unable to redeem their voucher they should email the DIO Compensation Team – DIORDAccn-CompTeam@mod.gov.uk – who will investigate and, where necessary, reissue the voucher. In the event this does not resolve the problem, the DIO Compensation Team will work with the provider to reach a satisfactory resolution for those families affected.

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06   DIO - Updated 20 May

DIO has issued guidance and information for families living in SFA.

I’ve made a Stage 3 complaint recently but not heard anything?
Due to current movement restrictions, the MOD Accommodation team are unable to retrieve any Stage 3 housing complaint letters, which may have been sent through.

They will be unable to access any letters that have been sent in the last month. If possible, families are asked to resend their complaint via email. If not, these will be addressed when they return to working from the office.

Any future Stage 3 complaints should be sent to People-Accom-ACRP-Stage3@mod.gov.uk

(Update added 20 May) Return to routine assignments

DIO has issued further information about the return to routine assignments.  You may also want to see Return to Routine assignment information from the chain of command.

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07   Mears

Mears has produced FAQs for families living in SSFA.

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