Damage Charges process
DIO is introducing changes to the damage charges process to make this process simpler for you and your family upon Move-Out.
- From 1st May 2026, on the day you move out, your Housing Officer will provide a formal notification via email. This will include your move-out form, details of any charges incurred and information of how raise a dispute if needed.
- We have also extended the review timeframe for charges. You will now have 30 days to assess the charges and, if necessary, initiate a Stage 1 dispute. Recovery actions will not begin until this 30-day period has passed.
- If a dispute is raised, any recovery action will be paused until the issue has been fully resolved. Pinnacle will continue to handle Stage 1 disputes and DIO will continue to manage Stage 2 disputes.
- These changes aim to ensure you are provided with clear details on the day of Move-Out and sufficient time to review everything before any further action is taken, if required.
For families who move out before 1st May 2026, formal notifications will continue to be issued under the current process. We appreciate your patience while we work through these remaining cases during the transition to the new system.
New light pink shades added to Defence Homes colour palette
The Defence Homes Colour Palette has been updated following feedback from Service families, with five new light pink shades added. This update is part of our commitment to modernise outdated policies and give families greater freedoms to personalise their home.
By choosing colours from within the Defence Homes Colour palette range, families can leave these at move out with no requirement to revert to white.
If you are thinking about refreshing your home with a new coat of paint, you can start whenever you like – there is no need to ask for permission or to notify DIO, Amey/VIVO or Pinnacle.
The updated palette does not specify paint brands or finishes (such as matt or silk), giving you the freedom to choose what works best for you.
Notice to families using heating oil
As fuel prices remain high, there is a small but increased risk of fuel theft from households using heating oil. While this affects only a very limited number of families, the following safety advice is intended to help those households reduce the risk of heating oil theft.
To minimise the risk of theft, we ask you to consider these measures if your home requires oil for heating:
- Secure the tank physically by installing a good quality lock on the tank cap. We also recommend contacting Pinnacle to request any foliage that may obscure your tank is trimmed or pruned back.
- Monitor oil levels regularly and keep a record of your usage.
- Work with your neighbours to watch for suspicious activity in your area and report any unusual behaviour to the police.
- Be smart with your deliveries by avoiding letting your tank run empty. Schedule the oil delivery when someone is home and request that suppliers not the leave the oil unattended.
- If a theft does occur report to the police straight away, then report the theft to your unit and Pinnacle. They may ask for your usage records, so it’s important to keep track of them.
Crisis and resilience fund
If you live in SFA, use oil heating, and are having trouble affording a fuel delivery, you may be able to access short‑term support through the Government’s Crisis and Resilience Fund. This funding, provided by local authorities in England, can help with essential living costs where there is an immediate risk to health or wellbeing. For more information, visit GOV.UK.
Living behind the wire
If you live in SFA behind the wire, it’s important to know who to contact when you need repairs or maintenance.
For repairs inside your home or in an enclosed garden space (such as a front or back garden with a fence, walls, hedge or railings) you should contact Pinnacle on 0800 031 8638.
For repairs outside your home boundary or in an unenclosed garden space (such as your driveway or a footpath) you should contact one of the following depending on where you live:
- BE South West and Central (Vivo): 0800 046 6010
- BE South East (Vinci): 0800 004 2010
- BE Scotland and NI (Mite): 0808 1691837
Month of the Military Child
April marks the Month of the Military Child, an opportunity for the Defence community to recognise and celebrate the resilience, adaptability and strength of children growing up in Service families. With frequent moves, changing schools and time apart from parents, military life can be challenging but military children continue to show remarkable courage and flexibility.
Around 118,000 people are residing in SFA including approximately 42,000 children, both in the UK and overseas and we are committed to helping families feel safe, settled and supported wherever they are.
Families First Newsletter
The latest issue of the Families First newsletter, featuring the latest Defence housing news and updates, is now available on the Defence Homes website.
