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Customer Surveys
To help us gather your feedback in a consistent way, we work with Qualtrics to understand your experiences with our services.
Following every interaction with us, whether large or small, we invite you to complete a short survey sent by email. Your responses help us monitor our performance and support continuous improvement in how we deliver services for you and your family.
Challenging your SFA’s Combined Accommodation Assessment System (CAAS) band
If you believe there is an error in the assessment of your Service Family Accommodation (SFA), you have the right to challenge the CAAS Band assessment. This includes challenges relating to routine occupancy or changes to the SFA Type or CAAS Band.
You must submit your challenge within 28 working days of the assessment or notification. Challenges follow a two stage process, explained below.
All challenges must relate specifically to the factual component of the CAAS assessment:
• Condition
• Scale
• Location
You must clearly state the reason for your challenge. For example, you may disagree with the condition assessment because you believe the property does not meet modernity standards under the Decent Homes Standard.
Before submitting a challenge, you should refer to JSP 464 Volume 3 Part 2, which details the criteria for condition, scale, and location, as well as the Challenge Policy and the required template letter:
https://www.gov.uk/government/publications/jsp-464-tri-service-accommodation-regulations-tsars
Use the template referenced above and attach any relevant supporting evidence, such as photographs.
Challenges for both Stage 1 and Stage 2 must be submitted in writing (email or post). Telephone submissions are not accepted.
Postal Address:
FAO CAAS Team – Pinnacle
2nd Floor, Aviation House
Windward Drive, Estuary Business Park
Speke, L24 8QR
Email:
CAASchallenges@pinnacleservicefamilies.co.uk
If submitting via MODNet, a template letter is available at:
https://modgovuk.sharepoint.com/sites/IntranetDIO/SitePages/Combined-Accommodation-Assessment-System-(CAAS)-Challenges.aspx
a. Stage 1 – Challenge
You must submit your Stage 1 Challenge within 28 working days of receiving your assessment letter.* Pinnacle will acknowledge your submission within three working days. Pinnacle will administer stage 1 of the process with oversight by DIO. You should allow 28 working days for a full response.
Possible outcomes:
• Uphold: The assessment is found to be incorrect and will be amended in line with JSP 464.
• Rejected: The assessment is confirmed as correct. You may then proceed to Stage 2 (the appeal stage).
b. Stage 2 – Appeal
If your Stage 1 Challenge is unsuccessful, you may submit a Stage 2 Appeal. The timescales are the same as Stage 1. Stage 2 is administered by DIO.
Possible outcomes:
• Uphold
• Rejected
If your Stage 2 Appeal is rejected, you can appeal however this must be done via a formal Service Complaint, as outlined in JSP 831.
* Please note: DIO recognises that postal delays may mean up to 5 working days pass between the date on the letter and the date you receive it.
In rare cases, complex challenges may be referred to a higher authority during either Stage 1 or Stage 2. If this happens, you will be informed if the 28 day response timeframe cannot be met.
- A successful challenge may correct underlying assessment data but may not necessarily change the overall CAAS Band.
Example: If the recorded number of electrical sockets was incorrect, the updated score may not be enough to reduce the CAAS Band. - A reassessment may result in a higher CAAS Band if the correct information indicates this is appropriate. In such cases, the new (higher) charge will be applied in accordance with policy timescales and the occupant notified.