Information for the MOD Housing Community - 12 May 2022.

The latest updates from DIO* on the appointments issue in the South East and South West and potential issue of missed appointment in the North and Central Regions:

Update on the appointments issue in the South East and South West

By next week, VIVO will have contacted most of the affected families who raised jobs with the National Service Centre (NSC) whilst the interface was down to arrange new appointments. If VIVO is not able to contact a family via the telephone they will email with an appointment and will advise the family to contact the NSC to re-arrange the appointment if the one proposed is not suitable. By way of compensation, e-vouchers are being issued to all affected families and should be received over the next few weeks. Families do not need do not need to contact the NSC to claim their compensation, they will automatically be contacted.

 

Potential issue of missed appointment in the North and Central Regions

We are aware that some families in the North and Central regions may also be experiencing missed appointments. Amey has identified an issue with its scheduling tool and is looking at the impact of this and potential solutions. Amey is working with Pinnacle to identify those families which have experienced missed appointments so that compensation vouchers will automatically be processed.

 

The system issue is also affecting the Track My Engineer function, which will be disabled until the issue is resolved.

 

DIO is working closely with Pinnacle, VIVO, Amey and service family accommodation stakeholders to address issues when they arise and apologise for any inconvenience caused to families. We are all committed to transforming housing services for families and the new accommodation contracts are built to continuously improve the lived experience.

 

For further information about the new FDIS Accommodation contracts that replaced the National Housing Prime (NHP) contract on 1 April 2022, please continue to check the SFA Gov.UK website, Pinnacle website and Families Federations and HIVE social media and web pages.

 

*Defence Infrastructure Organisation (DIO)

*Future Defence Infrastructure Services (FDIS)

*Service Family Accommodation (SFA)