Our customers are made up of the Armed Forces including the British Army, Royal Navy and Royal Air Force and the Joint Forces Command. As well as Service personnel and their families, our customers also include MOD staff and locally employed civilians. We are proud of the continued progress we have made in becoming a safety conscious, professional and expert advisor to Defence with an engaged, customer-focused and motivated workforce.
Services we provide
DIO provides a wide range of services and good customer service is at the heart of what we do. We have a customer support team which engages with our customers, and continually looks at ways to improve our service through increasing efficiency, providing quality advice, innovation and listening to customer feedback. They also provide crucial financial data and information on the condition of the Defence estate to help other Defence organisations such as the Army make decisions.
We are responsible for a wide range of activities, from ensuring our Service personnel are fed, through to providing our troops with a safe place to train. DIO provides hundreds of thousands of meals every month across the UK. We keep our customers safe through the MOD Guard Service which has 2,200 unarmed guards providing security at over 118 sites.
We also provide hard and soft facilities management (FM) including internet services, offices that are fit for purpose, cleaning services and accommodation services.
Accommodation services
Providing good quality accommodation to our Armed Forces and their families is a priority for MOD and DIO. Our accommodation team works with our industry partner Amey to support families by providing accommodation which meets their needs, is properly maintained and provides a repair and maintenance service. Amey provides a 24-hour helpdesk, 365 days a year to answer queries from customers.
Around £116 million is being spent on improvements to 3,800 properties which this year will include 1,400 new bathrooms, 1,100 new kitchens, 180 new boilers, 600 replacement doors and windows and 600 new roofs.
Supporting military training
We support Defence in a variety of ways and providing a safe and well-maintained training facilities for our Armed Forces is one of them. Over 7 million training days are organised every year to allow for soldiers to carry out important training. Our local and employed civilians also provide maintenance services to the Army Training units in Belize, Canada, and Kenya.
Providing quality customer service and enabling our Armed Forces to live, work, train and deploy overseas is at the centre of what we do and we are proud to reflect on this during National Customer Service Week.
14 comments
Comment by Walker posted on
The correct order to list the three Service should be - Royal Navy, Army then RAF - this is due to the year of establishment.
Comment by Elizabeth posted on
DIO do not support military families, if they did they would not let Amey treat families the way they do, DIO provide sub standard housing which is not fit for the general public to live in, so why do they think these properties are suitable for military families? Mouldy and Damp homes, Rodent infestations not dealt with effectively, families left with collapsed ceilings, threadbare carpets, no cooking facilities...and to top it all ...an ineffective complaints process where complainants are ignored. DIO are a disgrace to the MoD and the MoD needs to open its eyes and realise by allowing DIO to continue to treat families in this way, just remember...there is a legal duty of care towards Spouses and Children of their employees living in SFA, and at the moment you are breaching your duty of care!!
Comment by DIO Communications Team posted on
Thank you for reading.
Everyone deserves a safe and decent place to live. All homes allocated to Armed Forces families meet the Government Decent Homes Standard as a minimum and we are investing in building brand new homes and improving existing accommodation.
We are working in collaboration with our Industry Partner to ensure continuous improvement in the quality of accommodation and level of customer service for our Armed Forces and their families. As you may know, occupant satisfaction is measured monthly by an independent professional survey firm. The 12-month rolling average satisfaction for overall service stood at 64% at March 2019; this was an increase of 2% over the corresponding period in 2018.
There were more than 30,000 Move ins over the last two years and just 353 families experienced defects, this is just 1% overall. However if you have been unhappy with the response received to a complaint, please see https://www.gov.uk/guidance/defence-infrastructure-organisation-service-family-accommodation#making-a-complaintcustomer-services for details of how to escalate the matter.
Comment by Andrea posted on
Occupants satisfaction survey??!! Is that like the 'customer satisfaction surveys' they do only after a job has been completed satisfactorily and on time? Because they never call when a job has gone badly or taken months; leaving families with no heating or cooking facilities, stressed to the eyeballs with poorly children sick from the mould growing across walls, destroying their furniture and clothes; because they don't want their stats skewed by troublesome occupants who are rightly unhappy with the terrible service! When your accomodation officer says 'I wouldn't ever live in one of these houses, I've got a lovely house in Swindon' whilst stood in your kitchen really takes the biscuit!
Comment by DIO Communications Team posted on
Hi Andrea, sorry to hear you have had bad experiences. There are two different surveys. DIO's survey is monthly across 500 randomly selected SFA occupants. Amey have their own follow-up telephone calls to SFA occupants, again randomly selected, which take place directly after an activity (move in/out, repair, maintenance) has been carried out. If you have a specific incident or incidents you want to complain about, the details for how to do so are here: https://www.gov.uk/guidance/defence-infrastructure-organisation-service-family-accommodation#making-a-complaintcustomer-services
Comment by Jones posted on
‘Providing good quality accommodation to our Armed Forces and their families is a priority for MOD and DIO’ - maybe on paper but certain not in real life! The number of families left without heating during the winter, damp in their homes and the lack of action by Amey to fix an issue in real time is more accurate!
Comment by DIO Communications Team posted on
Thank you for reading.
Everyone deserves a safe and decent place to live. All homes allocated to Armed Forces families meet the Government Decent Homes Standard as a minimum and we are investing in building brand new homes and improving existing accommodation.
We are working in collaboration with Amey to ensure continuous improvement in the quality of accommodation and level of customer service for our Armed Forces and their families. As you may know, occupant satisfaction is measured monthly by an independent professional survey firm. The 12-month rolling average satisfaction for overall service stood at 64% at March 2019; this was an increase of 2% over the corresponding period in 2018.
Comment by Hannah posted on
Your statistics are good because people don’t speak up enough and are afraid to say what they really put up with due to their spouses jobs.
Poor quality homes provided with no support or any consideration of the conditions we are made to put up with
Comment by Sam posted on
Only when I was injured, potentially seriously*, by my quarter's garage door did Amey finally motivate themselves to fix it. This was after over a year of complaining that the claim we raised about the door wasn't being attended to.
There was no follow up 'sorry we caused an accident' or 'we hope you are recovering' call or letter. We've had AOs round to assess all sorts of work that needs doing - with no follow up/update. We can't go up the complaints chain due to complaints not being 'closed' at lower levels. The service is exceptionally dysfunctional.
"The 12-month rolling average satisfaction for overall service stood at 64% at March 2019; this was an increase of 2% over the corresponding period in 2018." If I measured my branch of the NHS service by such statistics we would be on the front page of every newspaper in the country. I'd love to know what proportion of service families had access to the survey (ie. even knew it was available) and exactly how the questions were phrased/loaded - I've seen some questionable research gathering methods in my time.
[*narrowly avoided a high velocity head injury and received a crush-injury to the upper body. Trust me, I'm a doctor; this was a serious incident.]
Comment by DIO Communications Team posted on
Hi Sam, I'm very sorry to hear of your injury and the subsequent lack of follow-up. Have you approached your Customer Care Manager directly to ask for the complaint to be closed so it can be escalated?
Regarding the survey, DIO's survey is monthly across 500 randomly selected SFA occupants. Amey have their own follow-up telephone calls to SFA occupants, again randomly selected, which take place directly after an activity (move in/out, repair, maintenance) has been carried out. I hope that helps to explain how it works.
Comment by Mark posted on
Is there a way to complain about other accomodation? Single accomodation that has been having power issues for over 6 weeks.
Working accomodation with unsafe fire doors reported with no action for over 4 weeks
Comment by DIO Communications Team posted on
Sorry to hear that Mark! It should be raised through your Chain of Command.
Comment by Rachael Yeadon posted on
Dio laughed on the phone to me on Friday when I told them I was wanting my 93 day notice due to seperation, I am disabled and living in unsuitable housing, my condition has got worse since we moved in 3 years ago. They have a 12 month backlog,I was told I'm in the same boat as everyone else, is that the same boat where people are falling down the stairs everyday with cerebral palsy?? I told the wonderful woman that the council had told me to go to my MP (Rishi Sunak) so they could try and speed the process up for me,and she laughed again saying they would tell him the same thing. I'm sure The Mirror would love to hear this story. Using covid as an excuse to be slow, how many years are you going to be playing that fiddle Dio?
Comment by DIO Communications Team posted on
Hi Rachael, we are very sorry to read this. The team has looked into your case – would you be happy for us to email you privately using the Gmail address associated with your account on this blog page? (This is to protect your personal details in line with GDPR guidance).