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Thursday, 10 December 2015

SFA Housing - Process On Making A Stage 2 Housing Complaint.

Not all housing complaints are straightforward and you may not be happy with the response your complaint receives. So here is a refresher of the process and note that stage 2 has been updated so for those unfortunate enough to be familiar with the complaints system please take the time to look at the changes.

Stage 1 – If you are unhappy with a service whether its maintenance, contractors, or housing allocations you should raise a complaint with CarillionAmey and make sure you receive a reference number.

Stage 2 - If you find you are unhappy with the response you receive from CarillionAmey at stage 1 and wish to escalate the issue to stage 2, you can use a new online form as introduced by DIO. The new form features simple text boxes with a clear indication of what information you need to provide before the form can be emailed to the DIO Service delivery Customer Service Team at RAF Wyton.

Stage 3 - If you have completed stage 2 and are still dissatisfied, you can escalate your complaint to the Independent Housing Review Panel click here for the full details.

What’s new about stage 2?
You have two options. The first requires the soldier to complete the complaint form online, at work on the military intranet. The second option enables either the soldier or the spouse to file the complaint.
  1. Online - by completing the online stage 2 complaint form which is available on the MOD Intranet.
  2. Letter - by writing to the Customer Service Team at:
    DIO Service Delivery Accommodation,
    Ground Floor, Swales Pavilion,
    RAF Wyton,
    PE28 2EA
Quote the stage 1 complaint reference number and briefly set out your complaint, why you are not satisfied with the stage 1 response and what outcome you would like.
DIO should acknowledge your stage 2 complaint within three working days and provide you with a reference number. An investigation will then be carried out - depending on the nature of the complaint, this can take some time.