Message from the Defence Infrastructure Organisation (7 April 2022):
The new Future Defence Infrastructure Services (FDIS) Accommodation contracts that replace the National Housing Prime (NHP) contract have been in service for nearly a week. Please continue to check the SFA GOV.UK website, Pinnacle website and Families Federations and HIVE social media and web pages for information about the new contracts. DIO’s Head of Accommodation, Air Commodore Savage has also written a blog about the new contracts and how they are designed to support families.
Whilst the new contracts are being embedded, and as publicised in the pre-launch Cutover Arrangements – no new appointments are being raised for routine repairs or maintenance – only calls for emergency and urgent repair and maintenance issues are being taken. This is to allow time for key transition activities including staff induction, training and embedding new systems while ensuring that emergency and urgent repairs are attended to promptly.
We have noted some concerns raised by families through social media channels regarding timings for urgent appointments. For any urgent reactive maintenance appointments raised by families to the National Service Centre, VIVO or Amey will contact you directly to arrange an appointment to be carried out as soon as possible and within a 48-hour timeframe. This could be any time of the week.
We are pleased that from next week (week commencing 11 April) the National Service Centre will be taking routine maintenance calls and the full housing service will be delivered. In the meantime, families are being contacted to make appointments for repairs that were reported before 1 April but will be completed under FDIS. We do appreciate this has been frustrating for some families and thank you for your patience.
This is an exciting time for DIO Accommodation, with the opportunity to make a big difference to the lived experience for Service families. Not everything will change overnight and some of the innovations FDIS will bring may take time for some to embed and deliver results, but together with Pinnacle, VIVO and Amey we are working hard to transform housing services for our Armed Forces.