As with all new contracts, there are aspects which are different to the previous one and FDIS is no exception. We know that there are some current issues with the new contract regarding missed appointments, reporting of complaints and claims for compensation.
It is important that you to continue to raise repairs, and log complaints and compensation claims using the correct process and keep your own records – once you have done this, please do contact the AFF housing team on firstname.lastname@example.org
Here, Cat Calder, our Housing Specialist, provides information on the issues which have appeared within the first few weeks of FDIS.Back to top
Initially there was some confusion over this and whether it was 48 hours or 48 working hours – this has been clarified as 48 hours from first reporting it.
If you have young children or vulnerable family members in the house please ensure that you make Pinnacle aware when you log the repair.
During the winter months (1 October to 30 April) or at any time if there is a vulnerable person in the house heaters will be offered to families on the first visit if they are unable to fix the problem first time.
Families will be offered alternative accommodation which could include hotel accommodation if a repair issue arises which makes your home uninhabitable. Pinnacle will arrange this and food allowances will be payable if you are moved into a hotel. AFF has asked for more detail on how this will be actioned and will update this page when we have more information.
This is a new inclusion in the FDIS contract and is designed to help families to complete the 14-day list so that the correct things are noted and that anything which should be classed as a repair is called in. It is your opportunity to ask any questions or reminders of information given at move-in (eg where’s the stop cock?) and to flag up any issues discovered as you moved your belongings in – AFF would encourage all families to take this appointment when offered it.
Amey and VIVO are two separate contracts and, whilst meeting the basic contract requirements, some differences may be seen between suppliers. If you move between the two, don’t assume that, because the new supplier doesn’t offer exactly the same service as the other, they are failing. Amey and VIVO are working closely together to ensure that what works in one area is picked up in another where appropriate so this will encourage best practice, eg
Under FDIS, and as requested by families during the design process, evening and weekend appointments are available in order to help those families where both partners work full-time. If you aren’t offered one as an option, please do ask if they are available if this is the option you prefer.
Air Commodore James Savage, the Head of DIO Regional Delivery Accommodation, explains the new FDIS contracts.Back to top
Download Service Family Accommodation-The Families Journey an informative infographic.Back to top
From 1 April, your first point of contact for housing allocations, repairs, maintenance and move-in and out appointments is Pinnacle – contact the National Service Centre via www.pinnacleservicefamilies.co.uk
Repairs, maintenance and statutory checks will be carried out by Vivo for the South East and South West region, and Amey for the North and Central region.
The new contracts have been designed to better reflect your views and to meet your needs. These were captured by Families Federation surveys in 2019. Some of the changes as a result of the responses are:
As the changes take effect, do let us know how things are going by emailing email@example.com and look out for more information on our social media channels over the coming weeks.Back to top
During the transition period to the new accommodation contracts, which come into effect on 1 April, the DIO accommodation team has released the following information and guidance.
Until 11 April, as the systems under the new contract bed in, some housing services will be temporarily affected.Back to top
Emergency and urgent repairs and maintenance requests
The arrangements for raising emergency and urgent repair requests will not be impacted.
Will urgent and emergency appointments continue to be allocated during the transition period?
After 25 March, Amey will not always be able to allocate appointments for urgent repairs before their current contract expires on 31 March.
If they cannot allocate families an urgent appointment, they will pass the requirement to the new Regional Accommodation Maintenance Services (RAMS) contract teams:
They will contact you to arrange appointments to complete these works as soon as possible, on or after 1 April. These suppliers will increase the size of their teams to support with clearing works that transition over from the old to the new contracts.
Can I make a new routine repairs and maintenance request during the transition period?
Until 25 March: Amey will continue to take calls for all categories of repairs and maintenance but will not always be able to allocate appointments for routine works before their current contract expires on 31 March.
If they cannot allocate you a routine appointment, they will pass your requirement to the new contract teams as above, who will endeavour to contact you between 28 March and 8 April to arrange appointments to complete these works.
From 26 March–10 April: no calls will be taken by Amey or Pinnacle for routine repairs or maintenance calls under the old contract – only calls for emergency and urgent repair and maintenance issues will be taken.
Families are asked to wait until at least 11 April to report new routine maintenance requests. This is to allow time for key transition activities including staff induction, the issue of new kit/clothing/vehicles, training and embedding new systems while ensuring that emergency and urgent repairs are attended to promptly.
How do we raise a routine repair or maintenance request from 11 April?
From 11 April, families should contact the following raise routine repairs and maintenance issues:
Will the new National Service Centre be able to deal with the potential increase in calls on that date?
The Pinnacle National Service Centre will be staffed appropriately to anticipate a surge in calls, emails and live chat at this time.
DIO understands that this may be frustrating for some families and apologises that there will be a gap for these routine enquiries. However, this will allow for emergency and urgent needs to be prioritised and that the new systems are fully ready and operating.
Can I still make a move-in or move-out appointment?
To allow for essential work as part of the change-over, the e1132 site will be temporarily offline from 1200 on 31 March until 0800 on 1 April.
What if I already have a move-in or move-out appointment during this time?
Move-in and move-out appointments and any other occupancy appointments agreed with families by Amey prior to 1 April will be attended by a Pinnacle Housing Officer on an agreed date from 1 April. All supporting information will be passed from Amey to Pinnacle such as statutory and mandatory inspection certificates.
Can I still submit a complaint or CAAS challenge?
Amey will endeavour to resolve as many as Stage 1 complaints/CAAS challenges as possible before 31 March.
If they are unable to complete the work required to close a complaint or respond to a CAAS challenge prior to this date, the complaint/CAAS challenge will be paused and Amey will inform the complainant that their complaint/CAAS challenge will be passed over to Pinnacle.
From 1 April, Pinnacle will be in touch with families with a new reference number and to discuss and take forward these cases.
Can I still submit an application for ANDA works?
Amey will endeavour to continue to undertake ANDA work, where possible, up to 31 March. If they are unable to complete the work required prior to this date, the work will be paused.
Families with outstanding ANDA work will be contacted directly by Amey to inform them that the work will be passed over to Pinnacle, who will make contact soon after 1 April to provide a dedicated point of contact and to progress the request.
DIO will make more details available over the coming weeks. These will be available through social media and gov.uk
There are also guides available for families on the Pinnacle website, which is now live.
Before 1 April 2022 families should still visit the Amey Defence Services website and continue to use these services regarding their homes.
AFF is aware that these changes may present some challenges for families but hopes that these arrangements will ensure a smooth transition to the new contract and service.
If you need any help or support during this period, contact our housing team on firstname.lastname@example.org
The new housing contracts go live on 1 April – the graphic linked below explains some of the changes.Back to top
FDIS has created an outline of some of the changes and benefits families should see from the new FDIS contracts.Back to top
AFF was delighted to host a FB Live session on behalf of all three Families Federations where we spoke to Air Commodore James Savage, the Head of DIO Regional Delivery Accommodation. James gave us an update on the changes which will be coming in the new FDIS contract and how these will affect you as families.
The families watching live also had the opportunity to ask James specific questions during the session.Back to top
The Future Defence Infrastructure Services (FDIS) accommodation contracts have now been awarded. These contracts, worth £650m, will replace the National Housing Prime (NHP) contract.
The £144m National Accommodation Management Services (NAMS) contract, which includes the operation of a national service centre, designed to be a single point of contact for requests from families living in SFA, has been awarded to Pinnacle Group Ltd.
Four Regional Accommodation Maintenance Services (RAMS) contracts, worth £506m, will provide statutory and mandatory checks, repair and maintenance services and the preparation of allocated properties for Service families. These contracts have been awarded to:
More information will be issued to all families in SFA before the contracts go live.
AFF will continue to monitor issues and feed them back to DIO during the entire process.
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