Revised Complaints Process for UK Service Family Accommodation

On 24th September, a new complaints process is being introduced to improve the consistency and handling of First Stage complaints when they are directed against DIO Ops Accommodation staff or services.

From this date, all First Stage DIO complaints will be overseen by the DIO Ops Accommodation Customer Services team who will record the complaint and task a relevant person or group of people to respond.

First Stage complaints about maintenance staff or services will continue to be handled by the relevant maintenance provider.

Further guidance, including customer messages about where complaints should be sent (including a new email address) will follow.

In addition, the SFA website and customer guides will be updated by 24th September to reflect the new arrangements, clearly setting out the correct complaints process and contact details.

More details will be available from the CS Hub or the SFA website: