With the recent increases in fuel bills, families approached AFF concerned about the cost of oil and the challenges of paying the price on the day, rather than being able to budget over the year as you can with a gas or electricity supplier.
In order to gather more evidence, AFF conducted a brief survey in April/May 2022. The survey highlighted the concerns families had, particularly from those unfamiliar with oil heating.
To support families, AFF has produced the following information to assist families in navigating the potential challenges.
Back to topDIO Accommodation is provisionally planning to phase out all gas and oil boilers from SFA by 2035. The pilot phase of this project is due to complete later this year and AFF will update families once more information is received.
AFF is aware that families living in SFA are unable to make changes to help their home be as energy efficient as possible. However, if you experience any issues such as draughty windows/doors, cold radiators or damp, please report these to Pinnacle to ensure that your home will retain heat to the best of its ability.
Some useful guidance:
Yes. AFF has raised with DIO that there should be a record of the oil level at move in, which is then reconciled at move out and this is currently being discussed with Pinnacle.
If you are waiting for reconciliation following move out, please contact Pinnacle to ensure the request is in the system and do let AFF know by emailing housingsupport@aff.org.uk
The government Energy Bill Support Scheme will be administered through your electricity provider, so all families using civilian electricity providers should see the £400 grant as a credit on their electricity bill from October 2022 onwards. AFF has asked MOD policy how this will be translated for those families on the Fuel Subsidy Scheme and will update you once we know more about this.
While you will need to contact Pinnacle to report a repair in your home, depending on where you live it will either be an Amey or VIVO contractor who visits your home to fix the issue and at some points you will be contacted by them rather than Pinnacle.
See the VIVO area map.
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Call Pinnacle National Service Centre (NSC) on 0800 031 8628 (option 1) or 0161 605 3517 if calling from overseas.
For other ways to log a repair via email or Home Hub, visit pinnacleservicefamilies.co.uk/contact-us
Try to give the staff at the NSC as much information as possible about the issue – in time you will be able to upload photos and videos via the Home Hub. The more information you can give the better placed the contractor will be to repair the problem first time.
Back to topIf you have vulnerable people (young children, elderly person or someone with disabilities) living with you be sure to let the HSC staff know as this can affect your priority category.
Response time – respond and make safe within 2 hours.
An emergency is an incident occurring on the affected property which:
After the situation is made safe the repair will be given an Urgent or Routine category as appropriate.
An Emergency incident may also be coupled to a call out of the emergency services or a utility provider.
The RAMS supplier (Amey or Vivo depending on region) will attend and fix the repair within 48 hours.
This category applies when there is significant damage or defect, or imminent threat of substantial damage, to an SFA that makes it unsuitable for habitation or is causing severe inconvenience or hardship to the residents. Examples include, but are not limited to:
Total loss of, or a major fault with, the electrical supply within the home (civilian utility providers will be responsible for resolving any loss of supply to the home where relevant).
The RAMS supplier (Amey or VIVO depending on region) will attend and rectify the problem within 12 working days.
Back to topOnce the repair priority has been established you will be given a selection of 4 hour windows for you to choose from. You will receive a text to remind you. Appointments will be available during the day, in the evening and on Saturdays which should help you if you both work.
On the day of the appointment you will receive a text giving you a smaller 1 hour window for the appointment (NB the 1 hour window is for the contractor’s arrival time, not the time it will take for the job to be completed). You will also be able to track your contractor so that you can ensure you will be at home when they arrive.
The contractor will aim to fix the issue at that appointment and will be able to pop out to purchase parts to do so if they don’t have them on the van. However, if they can’t fix the problem on the day or follow on works (eg painting) are needed they will book the appointment for you before they leave your home.
Back to topCall the Mears helpline on 0800 032 4547
Back to topIf you live in Substitute Service Family Accommodation (SSFA) (a hiring) in the UK, the response times for repairs are as follows:
Families living in SFA have a free maintenance service with clear published response levels dependent on the seriousness of the issue. Whilst you may wish to speed up this process, you should never arrange for third party contractors to come in as this work cannot be guaranteed and will not be paid for by MOD. Please call the Pinnacle National Service Centre on 0800 031 8628 (or the designated maintenance team if you live in a PFI, bulk lease hiring or out of the UK) to report all maintenance.
Back to topAmey and VIVO have a duty of care to carry out certain safety checks on your property such as the annual gas/oil fired boiler inspections and periodic electrical inspections.
You will be sent a letter by Pinnacle requesting access for these inspections – please make sure that you respond to these quickly to arrange an appointment.
These appointments are vital for your safety and those of your neighbours – as such, your soldier should be able to take time off work to attend these appointments; please clear this with your chain of command first!
There is now a rigid process in place in order to make sure that these inspections get done – the end result could be that your local contractor/DIO will legally force entry (after engagement with your chain of command) to carry out the inspections if you continually refuse to allow entry or do not arrange/keep appointments and you will be responsible for the cost of repairing the locks etc.
Back to topDIO has developed an Accommodation Charter, which outlines the responsibilities of everyone – when it comes to accommodation.
Back to topEnsure that you aren’t calling for something which you are responsible for e.g. replacement locks if you get locked out or changing fuses or standard light bulbs.
Who changes the lightbulbs?
Families, unless it’s a strip light or specialist bulb that suppliers must replace
Who fixes your broken fence?
The local supplier (Amey or VIVO) but it must be reported via pinnacleservicefamilies.co.uk
Who looks after your shed?
The local supplier (Amey or VIVO) but it must be reported via pinnacleservicefamilies.co.uk but only if it was present at move-in
Who fixes existing outside taps?
The local supplier (Amey or VIVO)
Who provides the lampshades?
Families
What happens if I lose my keys?
Families will need to replace keys/call a locksmith. But if a key breaks in the lock, contact Pinnacle pinnacleservicefamilies.co.uk
If you have small children or vulnerable adults in the house, it is a good idea to regularly check that any window restrictors you have in place are working. Although there is no legislative requirement, British Standards state that where restrictors are fitted they should limit the initial movement to no more than 100mm.
If any restrictors are not working or open more than 100mm, please call Pinnacle to report them.
Back to topThere have been reports of incidents where people have tried to gain unauthorised access to Service Family Accommodation.
All families are advised that it is very rare for Pinnacle/Amey/VIVO or Defence Infrastructure Organisation staff to turn up unannounced; in particular, they will not turn up to undertake unannounced work or inspections.
We ask that all families remain vigilant when receiving unexpected visits and ask to see identification.
If you receive an unexpected request to undertake work and wish to check credentials, please call the Pinnacle NSC on 0800 031 8628.
If you have any concerns about your security, contact the police or your local security section/guardroom immediately; any additional information regarding description of callers and vehicle details may assist in any subsequent investigation.
In addition, if you see any suspicious activity in your area, including people or vehicles, please take the details and pass them to the police or security section. Do not potentially put yourself in danger by confronting anyone.
Back to topRecently AFF was made aware of a family who had experienced a leak of carbon monoxide (CO) – thanks to CO detectors in the house, they were alerted to the issue and no harm was done.
“Families are reminded that it is a legal requirement for their gas boiler to have an annual gas inspection and test, and an occupant’s responsibility under their Licence to Occupy to provide access for these tests, which are free and could protect your family. During these tests the CO detector and smoke alarms will also be tested and replaced if required.”
As of 2017, DIO updated their policy for fitting carbon monoxide detectors. Detectors will now be fitted to any room that has a fuel burning device (except where all electric). This exceeds current legislation.
Back to topIf you have integrated appliances in your SFA eg cooker, washing machine or dishwasher (mainly in new builds), and experience any issues with them, please report it to the Pinnacle NSC on 0800 031 8628. Cookers will be repaired or replaced, however, other integrated appliances will be removed and a space left for your own white goods.
Back to topAll SFA should have smoke detectors fitted – if you hear it beeping it means the battery needs changing. If you can change it yourself, please do so or call Pinnacle to get it done for you. Whatever you do, don’t disconnect it and remember to check them regularly – they could save your life.
Back to topWhile the contract means that if you call Pinnacle they will organise for the local contractor to repair broken or damaged locks (including where a key may have snapped in the actual lock), it doesn’t cover lost keys. If you are unfortunate enough to lose a key, you will be responsible for replacing it and, if necessary, the lock at your own expense using a private locksmith.
Back to topIf you live in SFA you are entitled to request that your utility provider installs a smart meter. This will not need to be removed when you leave the property.
NB: a smart meter is different to a pre-payment meter, which MUST be removed before move-out to avoid facing a charge.
Find out more about installing a smart meter, and general information about utility bills.
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Although the UK has one of the safest water systems in the world, there are some slight risks that we all need to guard against. One of these is Legionella bacteria which can cause Legionnaires’ disease. While the risk of this bacteria in your home is very low, it is sensible to take the following precautionary action to maintain that position, particularly if you are returning home after a period of absence.
When returning to your house, please run your bath, shower and taps on hot and cold (hot first if a mixer tap) for a minimum of five minutes. This will flush through any form of bacteria and help prevent Legionnaires’ disease occurring.
Back to topFollowing a successful EVCP installation pilot in the south east, we are pleased to let families know that the scheme is now being rolled out UK-wide.
Families whose SFA has off-road parking or a dedicated garage within its immediate vicinity will be eligible to have an individual EVCP installed. If you have registered for an EVCP and your SFA meets the eligibility criteria, you will be contacted by Amey in the coming months to arrange for a survey and installation, where appropriate.
Subject to funding, estate-wide delivery of EVCPs is also being planned. Two estates – Woolwich and RAF Leeming – have been chosen for the initial delivery, with other SFA estates also being considered. DIO will write to SFA families where estate delivery is planned to give full details before any works start.
If you have, or are in the process of buying, an electric vehicle and have not yet requested a charging point, please contact the Pinnacle NSC on 0800 031 8628 to register your interest. There are no costs to families for an EVCP installation, and grant funding cannot be claimed.
All electrical works in an SFA fall under JSP 375 Safe Systems of Work and all contractors must be Skilled Persons Certified. Due to the complexity of private contractors having to achieve this accreditation, it was considered unfair to impose these costs on Service families.
The decision was therefore taken to deliver EVCP installations through the previous accommodation contract and current FDIS contracts.
Installing an EVCP though a non-approved contractor could result in an unsafe installation and lead to its removal, which may incur charges when you move out.
See further detailed guidance on EVCP installations.
Back to topSee the latest and most up to date information from DIO and check it regularly to keep up to date.
Back to topYou may think that this is an odd mix, but any family who wishes to keep pets, apply for an encroachment (for example a shed, satellite dish or security light), run a business or keep firearms in their SFA will need to apply for permission through the Pinnacle Home Services Team on 0800 031 8628 Option 2.
Back to topFamilies came to AFF with concerns over the electric heaters provided by Amey when a boiler fails. They felt they weren’t safe if you have small children and didn’t produce much heat.
So we campaigned for Amey to provide an alternative to the electric fan heaters (in the event of a boiler failure) and are delighted to report that Amey have agreed to trial oil filled radiators in those parts of the country which are under the Liberty Gas contract (South East, South West and East regions). The intention is that they will be used under the new FDIS contract. The AFF Housing Specialist road tested the first oil filled radiator and was pleased with the amount of heat it provided compared to an electric fan heater. The only things to be aware of are:
“AFF - just a thank you for all that you do!!”
“What an awesome organisation”
“Thank you so much Army Families Federation!”
Find out more