Whatever the problem, DIO Operations Accommodation will endeavour to sort it out as quickly as possible. We value your feedback and monitor complaints to help us focus on improving our service in those areas.
What is a complaint?
Complaints should not be confused with everyday enquiries, an appeal against an allocation or retention decision or requests for a service. For example if you report a defective boiler, this is a request for a repair. If we fail to carry out the repair, it may become a complaint.
A complaint may be about any aspect of DIO service and may be about:
- Impolite or unhelpful staff or contractors
- Something being done wrongly
- A decision we have made following an appeal
- Not operating our policies fairly or fulfilling our legal duties
- Something not being done by DIO.
Anyone who receives a service or who maybe entitled to receive a service from DIO. Broadly this means:
- Licensees/occupants
- Applicants
- Advocates acting on behalf of licensees/occupants, including Councillors and MPs
- Other parts of the Armed Forces or the MOD
All complaints will be treated confidentially. We do not generally accept anonymous complaints, particularly as we are therefore unable to respond with an answer about the action we have taken.
How can I make a complaint?
We have a set procedure for complaints to make sure that they can be fully investigated and promptly put right. If you are dissatisfied by the response at any stage, you will be given the opportunity to go to the next one.
- First Stage: Level 1: Telephone call to the front line staff (Maintenance contractor or Housing Allocations Service Centre (HASC). Level 2: Formal in writing to the Area Housing Manager at your local DIO Operations Accommodation Area Office, if Level 1 was directed at the HASC. HASC postal and email addresses can be found on the SFA Points of Contact page - please follow the link in the box on the right hand side of the page.
- Second Stage: Formal complaint in writing to the Customer Services Manager, HQ Operations Accommodation, Room S201, Building 351, RAF Brampton, Cambridgeshire PE28 2EA.
- Third Stage: Formal complaint in writing to Independent Housing Review Panel, DCDS Pers SCW AFW, Accommodation Policy C2, Ministry of Defence, Floor 6, Zone A, Main Building, Whitehall London SW1A 2HB.
How does DIO deal with written complaints?
If you make a written complaint we will acknowledge it within three working days. An investigation will be carried out but depending on the nature of the complaint, this can take some time. We do however aim to provide you with an update within 10 working days. If we need to arrange to meet with you, we aim to write to you within five days after the meeting.
Where can I get independent advice?
You can seek independent advice through your local Service welfare organisations, your Unit Welfare Officer, RAF Community Support Officer or Unit Families Officer. Alternatively there are civilian organisations such as Citizens Advice Bureaux or Housing Advice Centres who will help.
What about downgrading or compensation?
DIO does not have authority to pay compensation or loss of earnings. We may temporarily downgrade accommodation charges where a major loss of amenity has occurred. Permanent downgrading can only be approved by a Board of Officers. See Customer Fact Sheet 1: The Four-Tier Grading System – please follow the link in the box on the right hand side of the page.
Further details
More information on complaints is available in A guide to living in Service Family Accommodation Booklet E: Complaints and Customer Fact Sheet 7: Complaints – please follow the links in the box on the right hand side of the page.