Customer story: Service Accommodation complaints

Monday 12th June 2023

How the RAF Families Federation (RAFFF) helped a RAF family living in Service Family Accommodation (SFA) address a wide range range of issues and continued failings of the housing contractors.

Significant issues with Service Family Accommodation

Following moving into SFA at a new unit the family experience a wide range of issues at the property; long term issues with damp and mould pre-dating the family’s arrival, heating failures and flooding, a crumbling kitchen, to the point of debris falling into food when cooking, and a garden in an unfit condition. This coupled with repeated missed appointments, contractors failure to resolve issued and denial of issues lead the family to contact the RAFFF.

Support escalating housing complaints

Our accommodation specialist was able to provide advice and support to the family. First we reached out to our local housing contacts. However, when this failed to resolve the issue we escalated the complaints to the RAF Housing Colonel’s office and then to head of the Defence Infrastructure Organisation (DIO).

Repairs and remedial works completed

With the engagement of the head of DIO and their team, repairs were instigated and remedial works completed inside and outside the property. In addition to the state of the accommodation being addressed, the accommodation charges (Combined Accommodation Assessment System (CAAS) were reviewed and lowered and back dated to reflect the state of the property at March In.

The Service person commented on the results the RAFFF achieved for them:

“Greg offered me not only kind words (which were very welcome at the time) but also gave considered advice and leveraged his contacts to my family’s advantage. It felt wonderful to have someone on my side. Indeed, since the RAFFF agreed to take on my case, so many of the problems became magically unblocked… he deserves all the plaudits that can come his way for over delivering on all my expectation.”

Our impact

We provide confidential help and support to RAF personnel and families, wherever you are in the world. This can be advice offered, imparting our knowledge of policy and procedures, signposting and influencing on your behalf.

The issues you report to us provide ‘evidence’ which can help us to identify emerging issues in the Armed Forces community. We use this information, anonymised, to lobby government for policy changes – aiming to make life better for you.

If you need help with a challenge you face, contact us.

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