Question to the Ministry of Defence:

To ask the Secretary of State for Defence, with reference to the press release entitled Homes fit for heroes: Raft of new measures to improve military family housing, published on 18 April 2025, which organisation will be responsible for running the complaints system for service housing.

A new, simpler complaints process is currently being devised. This will shorten the process to two stages in line with industry best practice, so that Service personnel and families have quicker resolution. Final details of this will be set out in the Defence Housing Strategy, set to be published later this year following consultation with Service personnel and their families.

There is no intent to put a contract out to tender. The complaints process is encompassed within the current Future Defence Infrastructure Services (FDIS) contracts and the complaints process is managed by Pinnacle.

No additional budget has been allocated to resource the new complaints process, as this is already delivered as part of the FDIS contracts.