David Bowden, DIO’s Director of Accommodation, has apologised to Service personnel and families for the poor level of service experienced under the new accommodation contracts.
A letter sent to affected Service personnel and families, recognises the impact of the unacceptable level of service, acknowledging the disruption and inconvenience that has been experienced.
Collette Musgrave, AFF’s Chief Executive, said: “We recognise that the poor level of service is incredibly disappointing and frustrating for Army families. We have been raising their concerns at the highest levels to push for rapid and significant improvements.
“DIO may now have officially recognised the issues we have been flagging to them, but what families want to see is real and immediate improvements that deliver the service they were promised, and give them confidence that their homes are safe and secure. We hope that this acknowledgement is a first step in that direction.’’
What is AFF doing to raise families’ concerns?
AFF has been gathering evidence from families’ enquiries to us, which has allowed our Housing Specialist and Chief Executive to raise your concerns at senior meetings with the chain of command, DIO, Pinnacle, VIVO and Amey. We will continue to actively flag all emerging issues using evidence from families.
What should families do if they are experiencing issues?
If you have a repairs, maintenance or allocation issue that has not been resolved, it is key that you submit an official complaint to Pinnacle.
AFF knows that there are significant issues with the complaints process, so it’s important to keep a copy of your email or take a screenshot of the submitted complaint.
If you have done this and your issue is still not resolved, or you don’t receive an acknowledgement or complaint reference number, please contact email@example.com for further support.
POSTED ON 28 SEPTEMBER 2022