DIO Families First Newsletter – Issue 28

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The latest issue of the Families First newsletter is now available on the Defence Homes website and Defence Connect.

DIO Service Family Accommodation (SFA) Communications Update - 27 June 25

An update on communal areas

We have heard from many of you at our SFA roadshows and we know families wish to be able enjoy communal spaces and gardens to the front of their properties. In many cases, these areas provide a valuable space for garden furniture and play equipment.

We have a duty to ensure that communal areas are safe, but we also want to see a common-sense approach that balances safety and convenience for families.

The SFA Consumer Charter announced in April sets out our commitment to empower families and to enable you to take decisions about your home.

DIO Service Family Accommodation (SFA) Communications Update

Revised move-in and move-out specification

We are pleased to update Service Personnel and families that the specification to which homes are prepared for move-in has now been revised. This follows changes to the specification that we had to make last year.   

One of the commitments of the Consumer Charter to improve SFA announced in April 2025, is to provide a more robust move-in standard so that families can have confidence that the home they are moving into will be ready on time and will be clean and functional. These commitments support the new Defence Housing Strategy, that will be published later this year.   

The revised move-in and move-out specification, effective immediately, returns to the previous standard with additional specifications including:  

1. Hard flooring being used in downstairs areas instead of carpet when replacement is required.  
2. The use of white paint to decorate inside homes.  

Vinyl flooring being used in all bathrooms, WC, kitchens and utility rooms if floor tiles, or hard flooring are not already installed when replacement is required.    

Service Family Accommodation (SFA) Communications Update from DIO, 16 May 25

Early adopters of new online platform HomeHub

DIO in collaboration with Pinnacle, Amey and VIVO, have invited a small group of Personnel and families as early adopters of HomeHub – a new online platform for households to easily manage repairs, appointments and their SFA in general.

Early adopters include representatives from all three services and a mix of ranks and locations – with the aim of gaining a broad representation of our SFA community and estate.

Those participating will be contacted in the coming days with instructions on how to take part. From this month until August, they will have access to an early version of HomeHub where they can feedback their honest thoughts and experiences through surveys.

For those families supporting the development of HomeHub as early adopters, your help in gathering feedback will be invaluable in helping us refine the portal into a seamless and user-friendly platform that really meets the needs of our families. A finalised version of HomeHub will be rolled out to all SFA this year.  

Service Family Accommodation Communications Update

Defence Secretary commits to improving homes for Service families

Earlier today, Defence Secretary John Healey announced a new Consumer Charter to improve SFA for personnel and families. This forms part of the Defence Housing Review that is underway following the MOD’s landmark deal to bring 36,000 UK SFA homes back under our ownership. 

The Charter outlines a list of commitments we will be making to improve our accommodation service offer for you, including:

•            A more robust move-in standard so that you can have confidence that the home you are moving into will be ready on time and will be clean and functional.

•            Providing you with improved, clearer information ahead of your move, including photographs and floor plans when you apply for SFA.  

•            More reliable repairs, including a requirement to complete urgent repairs within a set timeline consistent with Awaab’s Law, and an online portal for service personnel to manage repairs.  

•            Raising the minimum standard of SFA with a new programme of works targeted at the worst homes, with up to 1,000 refurbished. 

•            Better and clearer communication for you, including a named housing officer for every service family who you can contact for specific housing related queries. 

DIO Families First Newsletter – Issue 25

 

Service Family Accommodation (SFA) Communications Update 12 March 25

 

HCDC Update 

Last month, the House of Commons Defence Committee (HCDC) published its report following an inquiry into Service accommodation that took place last year.  This outlined a number of recommendations made by the Committee that we have considered carefully.  

HCDC has now published our response to the report which outlines the steps we are taking to improve our service to you.   

DIO remains committed to improving the quality of housing for you and your families and we will continue to work closely with our suppliers to deliver against the actions outlined. 

DIO Families First Newsletter – Issue 24

 

This issue and previous issues can be read online 

Give Us Time: March breaks for Forces families

Give Us Time have provided a round up of the breaks they have available for Forces families for March below:

21 – 28 March
Bird’s Nest, Carrick Shore, SW Scotland – property is for 2 people only Airbnb link

17 – 21 March
Letham Feus, Fife, Scotland – 2 bed lodge WITH HOT TUB!

17 – 21 March

STILL AVAILABLE – ALL SLEEP UP TO 6 PEOPLE
Braidhaugh, C Scotland

24 – 28 March
Seawick, Essex

31 March – 4 April
Broadland Sands, Suffolk
Sand Le Mere, East Yorkshire

• As always Our breaks are accommodation only, we cannot cover the costs of food, entertainment, travel etc.
• Breaks are booked on a first come first served basis.
• All the breaks – except Bird’s Nest – are live on the website – The link to create an account/log in is here.
• FAQs including criteria are here 

DIO Service Family Accommodation (SFA) Comms Update

Reporting damp and mould

Tackling damp and mould in SFA remains a top priority for DIO and our suppliers. Over 9,000 homes have already benefited from the delivery of damp and mould works since the taskforce stood up in 2023. In response to the works delivered, reoccurrence of damp and mould has been addressed in circa 85% of cases.

It is important that you report all cases of damp and mould and to let us know of any reoccurrence of the issue so that we can continue to tackle this. Please also see our guide for families that outlines helpful tips to prevent damp and mould developing in your homes.

We are aware of a recent IT issue which may have affected your ability to log damp and mould issues using the online repairs form on Pinnacle’s website. This has now been resolved; however, if you have used the online form to log an issue and have not yet received a follow up call, please call Pinnacle on 0800 031 8628, selecting option 1.

Any issues of damp and mould can also be reported by calling Pinnacle on 0800 031 8628 or emailing repairs@pinnacleservicefamilies.co.uk

DIO Service Family Accommodation (SFA) Communications Update – Utility Bills

Water bills

We are aware of instances where water providers have written directly to SFA homes, requesting payment of water bills. Families in SFA are not responsible for water charges as a contribution is included in your accommodation fee and so this is paid by DIO. These letters have been sent in error and we apologise for any concern they may have caused. DIO is engaging with water and energy providers to resolve this issue.


If your water provider mistakenly sends you a letter directly to your SFA address, do not make any payments. Please scan, or take a picture of each page of the letter and forward to: DIORDAccn-PFI@mod.gov.uk, as soon as possible. DIO will then work with the water provider to ensure the account details are updated.

DIO Service Family Accommodation (SFA) Communications Update - 24 Jan

Following feedback from families at recent SFA Roadshows; DIO, Pinnacle, Amey and VIVO have opened local housing office drop-in sessions to offer support and guidance face to face. 

The following locations are now available: South West: Larkhill, Plymouth, Blandford, Gosport, and Portsmouth
South East: Windsor, Brize Norton, Brompton, and Aldershot
North: Leuchars and Weeton
Central: Colchester, Cosford, and Waddington

​Dates and times are available on the Pinnacle website.

Raising repairs prior to move-out

It is important to report any necessary repairs in your home even while you're in the process of moving out. This allows for any required work to be completed before a new family moves in, creating a smoother transfer for all. You should report any repair issues by contacting the Pinnacle National Service Centre on 0800 031 8628 or Repairs@pinnacleservicefamilies.co.uk

Pinnacle Virtual Outreach Day - Wed 11 Dec

You will be able to access colleagues from Pinnacle's Customer Solutions, Repairs, Home Services and Housing Officer teams who will be on hand to provide you with information on a host of topics. They will also help to answer and resolve any queries and questions you may have.

You can also learn more about Pinnacle's free career and small business support for military families, veterans and communities.

Be part of Pinnacle's Virtual Outreach Day and connect with their representatives via Microsoft Teams. Book your slot by Friday 6th December at Pinnacle Virtual Outreach Day.

Families First newsletter - issue 21

 

This issue and previous ones online: Service Family Accommodation - GOV.UK​

Defence Transition Services (DTS): Civilian Housing Brief Dates 2025

 

Families First newsletter - issue 20

 

A reminder about electric heater safety in the home from DIO/Pinnacle

 

Summer Safety Campaign: Window Restrictors

With the warmer weather and children off for the school holidays, it’s imperative you and your family stay safe this summer by following the current safety guidance on window restrictors.

We understand that it can get very warm, and you may want to open windows wide to let in a cool breeze, but there is a risk of children or vulnerable adults falling from open windows and being injured if restrictors are not engaged.

It is important to check whether your window restrictors are operating correctly. Please contact Pinnacle immediately on 0800 031 8628 if your restrictors are not working or your windows can be opened more than 100mm when restrictors are engaged.

DIO Families First Newsletter - Issue 17

Service Family Accommodation

Single Living Accommodation Survey - Closing on 3 Jun

The Single Living Accommodation (SLA) survey launches today and is an opportunity for all personnel to share your views on SLA and help shape the future of Defence accommodation.

Who can take part and how?

We want to hear from all Service personnel whether you currently use SLA or not. For more information please go to this Sway: Sway (cloud.microsoft)Sway (cloud.microsoft)