By: Ministry of Defence, Defence Infrastructure Organisation
In association with: The Rt Hon John Healey MP, Defence Secretary & Alistair Carns DSO OBE MC MP, Minister for Veterans and People
The Ministry of Defence has today announced a landmark Consumer Charter for families living in military housing, forming a cornerstone of the government’s ongoing Plan for Change. The initiative is a direct response to longstanding concerns over the quality and management of service family accommodation and is being implemented ahead of the one-year anniversary of 36,000 military homes returning to public ownership.
The new Charter sets out a series of legally-backed consumer rights, higher property standards, improved communication, and a faster complaints process—aiming to restore dignity, comfort, and pride in the homes of Britain’s Armed Forces.
Key Commitments of the Charter include:
• Enhanced move-in standards to ensure homes are ready, clean, and functional.
• Access to detailed housing information such as floor plans and photos.
• Time-bound urgent repairs under a new digital repair portal.
• Renovation of up to 1,000 of the worst homes.
• A named housing officer for every family.
• A simplified, two-stage complaints process in line with industry standards.
• Policies to empower families to personalise and improve their homes.
Defence Secretary John Healey MP said:
“Our Armed Forces serve with extraordinary dedication and courage to keep us safe. It is only right that they and their families live in the homes they deserve.
For too long, military families have endured substandard housing without the basic consumer rights that any of us should expect in our homes. That must end. Our new Consumer Charter will begin to stop the rot and put families at the heart of that transformation.”
The announcement also marks the launch of an independent expert team, led by former MP and housing expert Natalie Elphicke Ross OBE, to deliver a rapid Defence Housing Strategy. The strategy—expected later this year—will extend improvements and outline plans for surplus military land to support Armed Forces homeownership and contribute to affordable housing targets across Britain.
The Charter comes in the wake of the government’s decision in January to reclaim 36,000 military homes from private ownership, reversing what the Public Accounts Committee previously labelled a “disastrous” 1996 sale. The move is estimated to save the taxpayer £600,000 per day in avoided rent.
Minister for Veterans and People, Al Carns, confirmed that this initiative will also support Prime Minister Sir Keir Starmer’s broader pledge to deliver “homes for heroes,” with efforts underway to remove local connection barriers for veterans accessing social housing.
Natalie Elphicke Ross OBE, Chair of the Defence Housing Strategy Review, said:
“Our pride in our Armed Forces must include pride in our military homes. Delivering better housing, boosting home ownership opportunities for service personnel and improving the experiences of service families will be at the heart of our work.”
David Brewer, Chief Operating Officer of the Defence Infrastructure Organisation, added:
“The Consumer Charter is a significant step forward in our mission to provide better, more secure homes for service families. Backed by independent oversight and expert guidance, we are committed to lasting, meaningful change.”
The new standards will be monitored through published customer satisfaction metrics and supported by an independently conducted stock survey, following recommendations from the 2024 Kerslake Review of Military Housing.
Full details of the Consumer Charter and Defence Housing Strategy will be published later this year following consultation with service personnel and their families.
