Recommendations & Conclusions
29 items
2
Conclusion
1st Report – Service Accommodation
Accepted
There have understandably been serious concerns about the Defence Infrastructure Organisation’s contract oversight of the implementation of the FDIS contracts for the maintenance and repair of Service Family Accommodation. DIO is accountable for the fact that there was no contractual relationship between the suppliers and no lead prime to take …
Government response. The MOD accepts the conclusion and states the DIO continues to drive improved performance, monitors monthly, conducts reviews, and commissioned audits. The DIO is also conducting a Year 3 review until June 2025, will launch a website for transparency, and …
Ministry of Defence
3
Conclusion
1st Report – Service Accommodation
Accepted
The DIO must prove it has learned lessons from the failures in the delivery of these contracts. (Recommendation, Paragraph 36)
Government response. The MOD accepts the recommendation, stating the DIO is conducting multiple reviews and audits, including a Year 3 review until June 2025, and will launch a new website to ensure transparency of assurance processes.
Ministry of Defence
4
Conclusion
1st Report – Service Accommodation
Accepted
The DIO and its contractors should outline the assurance processes they have in place to ensure maintenance and repairs meet the needs of service families. The DIO should also review the performance measures in the RAMS and NAMS contracts to assess how they could more effectively take account of service …
Government response. The government accepts the recommendation and is working to identify performance measures aligned with service families' aspirations. It will launch a new website by Spring 2025 to publish self-assessments and quarterly data, and is establishing Collaborative Joint Area Offices by …
Ministry of Defence
5
Conclusion
1st Report – Service Accommodation
Accepted
The MOD’s claims of a recovery in performance need to be borne out in a demonstrable improvement in the customer experience and markedly increased customer satisfaction. Service families’ trust has been affected and the DIO and service providers need to demonstrate a genuine “family first” approach to earn that trust …
Government response. The government committed to launching a new website by Spring 2025 to publish SFA quality metrics biannually and quarterly assessments. It is also establishing collaborative Joint Area Offices, with plans for one in every area by the end of January …
Ministry of Defence
6
Conclusion
1st Report – Service Accommodation
Accepted
There needs to be better communication with service families about maintenance work. Part of the solution lies in the introduction of the promised Home Hub portal, to give families access to information about maintenance work and the ability to book their own appointments online. (Conclusion, Paragraph 52)
Government response. The government committed to launching the Home Hub portal to a closed user group in Spring 2025, with full access for all Service Personnel and their families after user testing is complete. A roadmap for its future development has been …
Ministry of Defence
7
Conclusion
1st Report – Service Accommodation
Accepted
The DIO must prioritise the development of the Home Hub portal and roll this out to families as soon as possible. (Recommendation, Paragraph 53)
Government response. The government committed to launching the Home Hub portal to a closed user group in Spring 2025, with full access for all Service Personnel and their families after user testing is complete. A roadmap for its future development has been …
Ministry of Defence
8
Conclusion
1st Report – Service Accommodation
Accepted
If the housing officer role is to continue being undertaken by Pinnacle, then Pinnacle’s representatives must be more effective at resolving outstanding issues and complaints, working collaboratively with their contract partners. (Conclusion, Paragraph 59)
Government response. The government committed to reviewing the effectiveness of the Housing Officer role with Pinnacle and devising a new two-stage complaints process to shorten resolution times, though this process is not yet finalised. Joint Area Offices are also being established across …
Ministry of Defence
9
Conclusion
1st Report – Service Accommodation
Accepted
We understand that MOD were conducting a review of the complaints policy and process, and of the quality of contractors’ responses to complaints to improve the customer experience. We trust that work on this review is now complete and ask the Government to summarise its findings and outcomes in their …
Government response. The government committed to devising a new two-stage complaints process, accepting that the current system is inefficient, to provide quicker resolution for Service Personnel and their families. This new process is currently being developed and is not yet finalised.
Ministry of Defence
10
Conclusion
1st Report – Service Accommodation
Accepted
The process for allocating housing is a source of great frustration to many service families due to the limited choice of properties and very little information available about them prior to moving in. (Conclusion, Paragraph 63)
Government response. The government is improving the quality and extent of photographs and floor plans available for housing applications, collaborating with Pinnacle to enhance these. Approximately 50% of properties have had updated photographs since the start of FDIS Accommodation contracts.
Ministry of Defence
11
Recommendation
1st Report – Service Accommodation
Accepted
The Government should ensure that there are good quality photos and floorplans accessible to service families for every available SFA property, as promised. (Recommendation, Paragraph 64)
Government response. The government is improving the quality and extent of photographs and floor plans available for housing applications, collaborating with Pinnacle to enhance these. Approximately 50% of properties have had updated photographs, with an acknowledgment that security considerations prevent all properties …
Ministry of Defence
12
Conclusion
1st Report – Service Accommodation
Acknowledged
The MOD has highlighted the preparation of homes for move-in as an area in which VIVO and Amey need to show improvement to meet their contractual Acceptable Level of Performance (ALP) requirements. (Conclusion, Paragraph 66)
Government response. The government merely states that it accepts the conclusion but provides no specific details or clarification on any improvements being made to the move-in process.
Ministry of Defence
13
Conclusion
1st Report – Service Accommodation
Acknowledged
The DIO should clarify what improvements have been and are being made to the move-in process, to guarantee homes consistently meet an acceptable standard of decoration, maintenance and cleanliness in good time. (Recommendation, Paragraph 67)
Government response. The government merely states that it accepts the recommendation but provides no specific details or clarification on any improvements being made to the move-in process.
Ministry of Defence
14
Conclusion
1st Report – Service Accommodation
Accepted
The MOD successfully delivered in winter 2023–24 on its preparedness planning and carried out the remediation work that it promised. However, this was only achieved through additional resources. Service families need reassurance that DIO and its contractors can continue to provide the same level of service in the future, when …
Government response. The government partially accepted the conclusion, detailing how additional funding was spent on upgrades and damp/mould remediation in 2023/24. For winter 2024/25, DIO undertook extensive planning, agreeing a range of activities with IPs that commenced in October 2024, with positive …
Ministry of Defence
15
Conclusion
1st Report – Service Accommodation
Accepted
It is shocking that, until a policy change in 2022, it was considered acceptable to house families in properties known to have damp and mould. However, issues with damp and mould still exist. (Conclusion, Paragraph 73)
Government response. The MOD accepts the conclusion, noting that challenges with damp and mould persist despite efforts. It states its DIO policy is not to allocate homes with known issues, and its Damp & Mould Taskforce established in 2023 has already provided …
Ministry of Defence
16
Recommendation
1st Report – Service Accommodation
Acknowledged
The DIO must resolve outstanding problems with damp and mould across the estate. In its response to this report, the Government should detail the ongoing work to eliminate damp and mould in SFA, including a timeline for remediation of the Estate as a whole. Detailed statistics should be published by …
Government response. The MOD accepts the recommendation, acknowledging ongoing challenges and efforts. It details existing work by the Damp & Mould Taskforce and future plans for housing regeneration via the Annington deal, but does not provide a specific timeline for remediation of …
Ministry of Defence
17
Conclusion
1st Report – Service Accommodation
Accepted
In a situation in which the contractor has no way of gaining entry to service accommodation without the occupier’s consent to carry out safety checks, and no option to cut supply, a very small number of properties are likely to have overdue gas safety certificates. However, the situation in 2023 …
Government response. The MOD accepts the recommendation and has already implemented measures following a Learning from Experience exercise in Autumn 2023. These measures include aligning notification processes, transferring 'red card' access control to contractors, and engaging the chain of command, resulting in …
Ministry of Defence
18
Conclusion
1st Report – Service Accommodation
Accepted
We welcome the offer from DIO to share its key lessons learned on gas and electrical safety inspections. (Recommendation, Paragraph 82)
Government response. The MOD accepts the recommendation, confirming that a report on the lessons learned from gas and electrical safety inspections, which was shared with Ministers on January 31, 2024, will be sent to the Committee with this response.
Ministry of Defence
19
Conclusion
1st Report – Service Accommodation
Accepted
While we welcome the MOD’s work in parallel with DLUHC to develop a new Enhanced Target Standard (ETS) for SFA, the MOD needs to review not only the standards it uses to assess the adequacy of accommodation, but also critically the assessment process itself. It needs to have justified confidence …
Government response. The MOD accepts the recommendation and is committed to developing a new Enhanced Target Standard. To review standards and the assessment process, a stock condition survey has been initiated to provide independent verification of the estate's condition, with findings to …
Ministry of Defence
20
Conclusion
1st Report – Service Accommodation
Accepted
Single Living Accommodation (SLA) does not always meet the needs and expectations of today’s recruits, and this is having an adverse effect on recruitment and retention. (Conclusion, Paragraph 102)
Government response. The MOD agrees that SLA accommodation is a crucial factor affecting recruitment and retention. It notes that over 90% of SLA meets the Defence Minimum Standard (DMS) and states that significant investment is underway to improve conditions for the remainder …
Ministry of Defence
21
Conclusion
1st Report – Service Accommodation
Accepted
We support plans to create much needed new-build SLA, using modular construction techniques. (Conclusion, Paragraph 109)
Government response. The MOD agrees with the conclusion, affirming its SLA Programmatic Approach will use modular construction techniques to deliver new-build accommodation faster and with energy-efficient designs to future-proof for Net Zero carbon measures.
Ministry of Defence
22
Recommendation
1st Report – Service Accommodation
Accepted
We recommend that the Government provide an update on the funding and completion status of new-build SLA projects in their response to this Report. (Recommendation, Paragraph 110) 43
Government response. The MOD accepts the recommendation and commits to providing an update on the funding and completion status of new-build SLA projects following the release of the Strategic Defence Review.
Ministry of Defence
23
Conclusion
1st Report – Service Accommodation
Accepted
The introduction of a new Defence Minimum Standard (DMS) for SLA is a long-awaited and very welcome step forward, if it ensures that personnel are no longer living in unacceptable conditions and does not simply result in sub-standard accommodation being recognised but not rectified. (Conclusion, Paragraph 114)
Government response. The MOD agrees with the conclusion, stating that an investment programme and monitoring tools are in place to address serious failures against the new Defence Minimum Standard (DMS) and ensure all SLA is maintained at or exceeds the DMS.
Ministry of Defence
24
Recommendation
1st Report – Service Accommodation
Accepted
The Government should provide us with an update following the implementation of the new DMS, clarifying how they are measuring improvements to the condition of SLA and to what extent the new standards are making a difference to morale and meeting their expectations. (Recommendation, Paragraph 115) Allocation of Housing
Government response. The MOD accepts the recommendation and details existing tools for measuring SLA improvements, including the SLAMIS system, Facilities Condition Management data, and annual Armed Forces Continuous Attitude and SLA Surveys. It commits to using these to track performance and expects …
Ministry of Defence
25
Conclusion
1st Report – Service Accommodation
Acknowledged
The MoD’s communication of its new accommodation offer for SFA was inadequate for those adversely affected by the policy change, including those with rank-based benefits, to understand and respond to its impact on them. (Conclusion, Paragraph 133)
Government response. The MOD partially agrees, acknowledging past communication challenges and a need for stronger future alignment. Officials are working closely with frontline commands to ensure messages are widely disseminated to Service Personnel regarding any future accommodation offers.
Ministry of Defence
26
Conclusion
1st Report – Service Accommodation
Acknowledged
We support the MOD’s decision to pause and conduct a review of the accommodation offer for SFA because of concerns around retention of personnel. However, we recognise that this decision has caused potential disappointment for the 45,000 personnel in long-term relationships and/ or with non-resident children, who might have hoped …
Government response. The MOD agrees and remains committed to widening SFA entitlement. A review of the paused changes is nearing completion, and the outcome is expected to be communicated in the near future.
Ministry of Defence
27
Recommendation
1st Report – Service Accommodation
Acknowledged
The Government should provide an update to us, and more importantly to Service personnel, on its approach to allocation of SFA, with timescales and metrics for implementation. This should take into account the different needs of the three Services and include a full impact assessment of any potential revisions to …
Government response. The MOD accepts the recommendation, stating that a recent survey and frontline command input informed the review of SFA allocation. An announcement regarding the revised offer, which will leverage opportunities from the SFA estate buy-back, will be made in due …
Ministry of Defence
28
Conclusion
1st Report – Service Accommodation
Acknowledged
By mishandling the implementation of the Modernised Accommodation Offer (MAO), the MOD has created a situation in which groups of service personnel are now more likely to feel aggrieved, whatever form the scheme takes. With a limited supply of housing, some personnel will inevitably lose out. It is vital that …
Government response. The MOD agrees, noting that bringing the SFA estate back into ownership offers new opportunities but will take time. It commits to supporting personnel, has undertaken further modelling, and aims to mitigate negative impacts while pursuing wider SFA entitlement.
Ministry of Defence
29
Conclusion
1st Report – Service Accommodation
Acknowledged
The former Minister of State said that the Secretary of State would report the findings from the review in the Summer; however, following the change in Government, there has as of 3 December 2024 been no announcement of a new accommodation offer for service families. (Conclusion, Paragraph 137) 44
Government response. The MOD agrees, explaining that the SFA estate buy-back has created new opportunities impacting the review's implementation, and an announcement will be made in due course. The government intends to provide an update in the coming months for Service Personnel …
Ministry of Defence
30
Conclusion
1st Report – Service Accommodation
Accepted
The MOD has acknowledged that current levels of funding are insufficient to bring all service accommodation up to decent, modern standards and that “it is investment that ultimately will lead to the change.” In the current economic climate, and with so many competing pressures on public funds, we are not …
Government response. The MOD acknowledges housing issues and committed to fixing them by completing a landmark deal to buy back Armed Forces housing from Annington Homes in December 2024. Specific actions include submitting planning applications for new houses at RAF Brize Norton …
Ministry of Defence