DIO announces changes to the appointment window for Service Family Accommodation maintenance and repairs.
From the 1st october 2025 SFA occupants will be given a 4-hour appointment window for engineers to carry out repairs and maintenance, instead of the 1-hour appointment window offered presently. This will allow engineers more time to complete tasks and reduce the need for follow up visits.
From DIO:
The SFA Consumer Charter announced in April 2025 shared our commitment to provide reliable repairs and clearer communication for serving personnel and families.
In response to your feedback and to improve our service to you, we are making a change to the allocated appointment window for SFA repairs and maintenance bookings.
We currently provide a one-hour window when you can expect an engineer to arrive at your property to carry out repairs and maintenance tasks on behalf of Amey or VIVO. While we had hoped this would provide you with greater certainty around the timing of the engineer’s arrival, we have found that providing such a short window can make it difficult to achieve the best outcomes for you.
We understand it can be frustrating when our maintenance teams arrive early or late for appointments, or when tasks are not completed within the allocated time because they need to move onto the next appointment. Similarly, where jobs require spare parts, there is not always time to complete the task within the allocated time slot and follow-up appointments are often required.
From 1 October 2025, you will be given a 4-hour window within which your engineer will arrive to carry out your repairs and maintenance tasks. This aligns line with common industry standards and will allow engineers more time to complete tasks fully, as well as undertaking any additional tasks identified to reduce the need for follow up visits.
Extending the arrival window will mean our teams will get to more appointments on time and enable them to spend longer completing jobs to deliver a better service for you and families.
Requests for repairs and maintenance to your home should continue to be directed to Pinnacle on 0800 031 8628, who will book your appointment and confirm the four-hour window. You will receive a reminder message from Amey or Vivo the day before your appointment.
