The Ministry of Defence has confirmed that the new complaints process for military family housing will not require a fresh contract or additional funding, as it is being delivered under existing infrastructure arrangements.
In response to a series of written parliamentary questions from Ben Obese-Jecty MP (Conservative – Huntingdon), Minister for Veterans Al Carns outlined that the new system is being implemented within the framework of the current Future Defence Infrastructure Services (FDIS) contracts and will be managed by Pinnacle.
A new, simpler complaints process is currently being devised, said Carns. This will shorten the process to two stages in line with industry best practice, so that Service personnel and families have quicker resolution.
He added that the final details of the new system will be published in the upcoming Defence Housing Strategy, due later this year following consultation with serving personnel and their families.
The new complaints procedure forms part of a broader package announced in the press release ‘Homes fit for heroes’ on 18 April 2025. This included a pledge to improve the standard of accommodation for military families, beginning with a targeted refurbishment of 1,000 of the poorest quality homes in the defence estate.
According to Carns, “A combination of factors will be considered when selecting SFA [Service Family Accommodation] for refurbishment. All SFA will be assessed against condition, thermal efficiency, age, safety, and modernity, as well as whether the Ministry of Defence has an enduring requirement for them.”
He also clarified that a new “Housing Officer Vision” is being implemented, although the number of families each Housing Officer will oversee will vary by location. “Work is currently underway to review Housing Officer duties, roles and responsibilities,” he said.
While the Defence Housing Strategy has yet to be published, Carns affirmed the Government’s intent to deliver improvements without additional funding, stating: “No additional budget has been allocated to resource the new complaints process, as this is already delivered as part of the FDIS contracts.”
