https://insideDIO.blog.gov.uk/2019/10/10/how-dio-supports-our-armed-forces-customers/

How DIO supports our Armed Forces customers

Pictured are a range of old empty buildings with open windows and fields around them to allow the Armed Forces to carry out vital training.
Copehill Down village at Salisbury Plain provides our Armed Forces customers with the facilities they need to train effectively. [Crown Copyright/MOD 2018]
This week is National Customer Service Week and to celebrate we’d like to reflect on the vital work that DIO, our contractors, suppliers and industry partners do to provide our customers with the services they need to live, work, train and deploy all over the world.

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.

Pictured is a service family accommodation house with a tree covering the right-hand side of it. There are four windows and the front door is black and sticks out.
A service family accommodation home at Bannachra Drive in Helesburgh [Crown Copyright/MOD 2018]
Between April 2018 and April 2019, we’ve maintained 58,000 service family homes across the UK and 145,000 single bed spaces worldwide. Amey also undertook 766,389 maintenance jobs across service family accommodation including plumbing, fixing boilers and carrying out paintwork.

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.

 

 

 

Sharing and comments

Share this page

10 comments

  1. 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.

    Reply
    • Replies to Walker>

      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!!

      Reply
      • Replies to Elizabeth>

        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.

        Reply
        • Replies to DIO Communications Team>

          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!

          Reply
  2. 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!

    Reply
    • Replies to Jones>

      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.

      Reply
  3. 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

    Reply
  4. 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.]

    Reply
    • Replies to Sam>

      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.

      Reply

Leave a comment

We only ask for your email address so we know you're a real person

By submitting a comment you understand it may be published on this public website. Please read our privacy notice to see how the GOV.UK blogging platform handles your information.