Service Accommodation

Defence Committee Closed Inquiry
Opened: 13 Jul 2023 Closed: 3 Sep 2025 Parliament page
In this inquiry into Service Accommodation, the Committee is considering current issues with service accommodation; the Ministry of Defence’s plans to improve services and modernise and invest in single living and service families’ accommodation; and what should be included in the Future Accommodation offer. This inquiry was originally conducted during … Read more
5 Recommendations
24 Conclusions
1 Report
2 Oral sessions
2 Events
Activity timeline 6 events
3 Mar
2025
Report published
11 Dec
2024
Report published
27 Feb
2024
Oral evidence
27 Feb
2024
Formal meeting (oral evidence session) · The Thatcher Room, Portcullis House
27 Nov
2023
Oral evidence
27 Nov
2023
Formal meeting (oral evidence session) · Room 8, Palace of Westminster
Oral evidence sessions 2 sessions
27 Feb 2024
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Panel 1
James Cartlidge MP · Ministry of Defence Major General Richard Clements · Ministry of Defence Mike Green · Defence Infrastructure Organisation Vice Admiral Philip Hally · Ministry of Defence
27 Nov 2023
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Panel 1
Claire Kober OBE · Pinnacle Group Craig McGilvray · Amey Jerry Moloney · VIVO Defence Services
Title HC No. Published Items Response
1st Report – Service Accommodation HC 406 11 Dec 2024 29 Responded
Recommendations & Conclusions
21 results
Clear
2 Conclusion Accepted
1st Report – Service Accommodation
DIO's poor contract oversight caused significant problems with FDIS accommodation rollout.
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 … Read more
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 is carrying out an independent review of the estate.
Ministry of Defence
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3 Conclusion Accepted
1st Report – Service Accommodation
Demonstrate DIO has learned crucial lessons from contract delivery failures.
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
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4 Conclusion Accepted
1st Report – Service Accommodation
Outline assurance processes and review performance measures for service families' satisfaction.
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 … Read more
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 January 2025.
Ministry of Defence
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5 Conclusion Accepted
1st Report – Service Accommodation
MOD's performance recovery claims demand demonstrable improvement in customer experience and trust.
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 … Read more
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 2025, to improve transparency and customer experience.
Ministry of Defence
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6 Conclusion Accepted
1st Report – Service Accommodation
Improved communication on maintenance for service families requires Home Hub portal.
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 … Read more
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 established.
Ministry of Defence
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7 Conclusion Accepted
1st Report – Service Accommodation
Prioritise development and rapid rollout of Home Hub portal to service families.
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 established.
Ministry of Defence
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8 Conclusion Accepted
1st Report – Service Accommodation
Ensure Pinnacle's housing officers effectively resolve issues and complaints with partners.
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) Read more
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 the UK.
Ministry of Defence
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9 Conclusion Accepted
1st Report – Service Accommodation
Summarise findings and outcomes of MOD complaints policy review in report response.
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 … Read more
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
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10 Conclusion Accepted
1st Report – Service Accommodation
Service families experience significant frustration with housing allocation process.
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
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11 Recommendation Accepted
1st Report – Service Accommodation
Ensure good quality photos and floorplans are accessible for all SFA properties.
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 from being photographed.
Ministry of Defence
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14 Conclusion Accepted
1st Report – Service Accommodation
MOD preparedness relied on additional resources, raising concerns for future service levels.
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 … Read more
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 performance reported so far.
Ministry of Defence
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15 Conclusion Accepted
1st Report – Service Accommodation
Housing families in properties with damp and mould remains a persistent, unacceptable issue.
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 works to over 9,000 families, reducing case severity. The MOD plans to replace the worst housing stock through regeneration following the Annington deal as part of a wider housing strategy.
Ministry of Defence
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17 Conclusion Accepted
1st Report – Service Accommodation
Implement measures to prevent recurrence of overdue gas safety certificates in service accommodation.
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 … Read more
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 99.4% LGSI and 99.9% EICR compliance.
Ministry of Defence
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18 Conclusion Accepted
1st Report – Service Accommodation
Committee welcomes DIO offer to share key lessons on safety inspections.
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
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19 Conclusion Accepted
1st Report – Service Accommodation
Review adequacy standards and the assessment process for Single Living Accommodation.
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 … Read more
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 be reported by April 30, 2025. This will inform the Defence Housing Strategy, planned for publication later this year.
Ministry of Defence
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20 Conclusion Accepted
1st Report – Service Accommodation
Single Living Accommodation failing to meet recruit needs adversely affects recruitment and retention.
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 to ensure all SLA meets or exceeds the DMS.
Ministry of Defence
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21 Conclusion Accepted
1st Report – Service Accommodation
Support for plans to create new-build Single Living Accommodation using modular construction.
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
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22 Recommendation Accepted
1st Report – Service Accommodation
Provide update on funding and completion status of new-build Single Living Accommodation projects.
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
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23 Conclusion Accepted
1st Report – Service Accommodation
New Defence Minimum Standard for SLA welcomed, conditional on rectifying unacceptable conditions.
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 … Read more
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
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24 Recommendation Accepted
1st Report – Service Accommodation
Provide update on measuring SLA improvements and impact on morale after new DMS implementation.
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 … Read more
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 improvements in conditions to enhance personnel retention and morale.
Ministry of Defence
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30 Conclusion Accepted
1st Report – Service Accommodation
Mandate MOD and Treasury to make substantial, ongoing funding commitments for the Defence estate
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 … Read more
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 and Catterick Garrison (Spring 2025) and building 176 modern homes at Imjin Barracks.
Ministry of Defence
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Government Response AI assessment · 29 of 5 classified
Accepted 21
Acknowledged 8
Total 5 recs + 24 conclusions