Our responsibilities

We work together with the Defence Infrastructure Organisation (DIO) and the Ministry of Defence (MoD) to provide Service Family Accommodation (SFA) to our Armed Forces. We are a building maintenance company, and it’s our job to repair and maintain over 49,000 homes for Service families. We became responsible for this in 2014, when we signed our contract with DIO.

Our contract

We have a contract with DIO, who provide us with the funds to carry out repairs and maintenance work on SFA. Our contract describes all the things we’re responsible for helping you with and, while we’re able to help with lots of repairs and maintenance jobs around your home, there are some things that aren’t included. Sometimes, families contact us to ask for help with things that aren’t included in the nuts and bolts of our contract, so we’re unable to provide the services right away. In these instances, we must refer the family’s request on to our colleagues at DIO for consideration. Together with DIO, we work towards a solution for the family.

What are your responsibilities?

There are some repairs and maintenance jobs in the home that you are responsible for taking care of. We’ve listed some of these things below:

  • Locks and keys: if you lose your keys and can’t get into your property, it’s your responsibility to replace the locks as necessary to resolve the situation and keep your home safe
  • Repairing damage to your property: it’s your responsibility to repair any damages you, your family or visitors make to your home. Please make sure you contact us to report the damage
  • Minor sink, shower and bath blockages: if you get a blockage in your sink, bath or shower, it’s your responsibility to try and clear it first. If you’ve tried clearing it yourself and it just won’t shift, contact us and we’ll help
  • Decorating: if you want to decorate your home by wallpapering or painting your home non-standard colours, please contact us to get written permission from us first. When the time comes to move out of your property, it’s your responsibility to return the house back to the way it was when you moved in – including any decorated walls
  • Fuses and light bulbs: it’s your responsibility to change fuses and replace/fit standard light bulbs. However, we know that some homes have non-standard lighting and it may not be possible for you to do this. If you need to replace the light bulb in a specialist light, like a strip light, please contact us
  • Curtain and blind cord length: please keep curtain and blind cords short and away from children and pets. Long curtain and blind cords can be dangerous – children and pets can get caught in them
  • Testing and replacing batteries in smoke and carbon monoxide alarms: as part of our annual safety checks, we’ll make sure that your smoke alarm and your carbon monoxide alarm (if you have one) is working. However, in the meantime, it’s your responsibility to test your alarms regularly and replace the batteries in your monitors when they run out. Carbon monoxide monitors are often sealed and designed to be replaced when the battery expires. If your monitor is continuously beeping, please contact us – it may need to be serviced or replaced
  • Installing and maintaining electrical appliances: it’s your responsibility to install any electrical appliances you want to install in your home – for example, TVs, dishwashers and washing machines
  • Removing pre-payment meters: if you’ve chosen to install a pre-payment meter in your home, it’s your responsibility to remove it before you move out. If you leave it in place when you move out, you will be charged