Introduction: military housing and you

During your career as a member of the Canadian Armed Forces (CAF), you may apply for Canadian Forces Housing Agency (CFHA) military housing.

Whether you are a military housing applicant or an occupant, become familiar with the CFHA Occupant Handbook and the 27 CFHA Housing Services Centre locations across Canada for information and help with most military housing issues.

Informal resolution of military housing complaints

If you encounter complex housing issues that the CFHA Occupant Handbook does not address, try to resolve these issues with housing services staff at the lowest possible level.

Formal complaint resolution mechanisms

CFHA Complaint Resolution Process

If you are unsatisfied with CFHA’s efforts to resolve your housing services issues informally, consult the Agency’s Complaint Resolution Process webpage. CFHA’s complaint resolution webpage explains what you will need to know to make a formal complaint, such as:

• the definition of a housing services complaint,
• the difference between housing services issues and initial requests for maintenance, and
• the definitions of personal and community-related matters involving pets, noise, and other common disputes between neighbours.

The Complaint Resolution Process webpage also defines the CFHA authorities who will investigate, review and render decisions to resolve your formal complaint. You may contact these authorities in one of the following four ways:

• CFHA Housing Services Centre staff at your base or wing location by email, telephone or in person,
• escalating to the local CFHA Housing Services Centre Manager, using the CFHA online Complaint / Enquiry form,
• forwarding the complaint to the CHFA Head Office Customer Service Section, using the CFHA online Complaint / Enquiry form.

Accessing the Grievance Process

Article 16.1 of the DND Living Accommodation Instructions provides that CAF members may file a grievance if they are dissatisfied with the outcome of the CFHA complaint resolution process.

Grievances are submitted in writing to the chain of command or by using the digital submission form. Conflict Solutions and Services (CSS) is a resource that can help CAF members with submitting and tracking grievances.

Additional resources

• CFHA Occupant Handbook - Canada.ca
• Defence Administrative Orders and Directives (DAOD) 5024
• Living accommodations instructions (Defence-wide area network only)
• CFHA corporate site and military housing policies (Defence-wide area network only)
• Requesting repairs and maintenance for your unit - Canada.ca
• Emergency after-hours response service - military housing
• CFHA Housing Services Centre staff at your base or wing location
• CFHA online Complaint / Enquiry form