The Defence Infrastructure Organisation (DIO) is part of the Department. DIO has discussed the Armed Forces Continuous Attitude Survey (AFCAS) results with Pinnacle, Amey and VIVO. The Department's focus on addressing the root causes of dissatisfaction with the maintenance of Service Family Accommodation began before the AFCAS Survey Questionnaire was distributed to Service Personnel. By the time results were published on 1 June 2023, performance had improved.

A summary of discussions the Department has had with suppliers regarding performance since the publication of AFCAS cannot be provided, as disclosure would prejudice commercial interests.

Since Rectification Plans were implemented in September 2022, performance has improved for both VIVO and Amey in the key areas of response maintenance timeframes and reducing the backlog of maintenance tasks. However, there is still more work to do before both are consistently at the Acceptable Level of Performance (ALP) across the board, particularly in respect of preparation of homes for Move-in performance.

Pinnacle are now consistently delivering at or above the minimum ALP in all areas where they have sole responsibility for delivery and are no longer in rectification.

The Department has set out an expectation that suppliers must demonstrate they can sustain performance at or above the ALP before the Rectification Plans will be considered to have succeeded. The Department has made it very clear that there is still more to achieve before service families are receiving the level of service that they deserve.