Putting defence families first

Our Armed Forces and their families make many sacrifices, some obvious but others much less so, to serve and defend our nation. 

In recognition of the unique challenges they face, their homes need to be secure, warm, of good quality, and with access to well-kept and welcoming community spaces.

Amey, the DIO and Pinnacle are working hand-in-hand under the FDIS contracts to deliver a good-quality, responsive and modern service to families.

What is the Families First Charter?

The Families First Charter has been designed to make sure you and your families receive the service you deserve. Our dedicated housing team have signed up to this charter and are committed to upholding its principles. 

We are making the following commitments under FDIS:

Clearer communication

  • More channels for families to access the service 
  • A range of self-serve options, with families able to raise and manage jobs
  • Self-help videos providing simple guidance on Move Outs, Move Ins and other key activities
  • Regular updates on upcoming visits and activity by email and text, and ability to track an operative's location

More flexibility and control

  • Four-hour appointment slots, reduced to one hour the day before
  • Evenings and weekend appointments
  • Speedier response times: Urgent jobs reduced from five days to two days, and Routine jobs from 15 days to 12 days, and promises that we’ll keep
  • Ability to rearrange visits
  • Incentives to achieve a first-time fix

Greater reliability

  • Critical focus for us to achieve a first time fix in the majority of visits, with no return needed
  • Increased levels of spare parts in our vans, and easier access to stocks elsewhere if needed
  • More time allowed for tasks, and an option sometimes to do other work while we’re in the home
  • Where we can’t do a first-time fix, we’ll agree a return date before we leave in the majority of cases