If you have an issue with any of the services you receive from CarillionAmey, make sure you register an official complaint; this gives them a true picture of the service they are delivering, as well as the information needed for them to change processes and resolve the issue for the future.
On the flip side, if you have a positive comment about their service, please let them know so that it can be developed as “best practice”.
CarillionAmey can be contacted on 0800 707 6000 or, if you are calling from abroad or a mobile phone, you can call them on 0151 7281630 and then select the appropriate option.
On this page:
If you live in Substitute Service Families Accommodation (SSFA) (a hiring) the allocation, sourcing, move-in and other issues will be dealt with by Mears.
If you have an issue with Mears, please read on for the complaints process you should follow. Read more
If you are dissatisfied with the service, please call the Mears Help desk on 0800 032 4547 or email Mears at email@example.com
Once you have registered a complaint, a Mears customer care manager will contact you giving you a reference number for your complaint. An explanation on how the process works will be provided along with regular updates on the progress of your complaint.
If your complaint has been formally closed at stage 1 and you are not satisfied with the response, you can raise the complaint to a stage 2 with DIO. You can do this in two ways:
Online: by completing the online stage 2 complaint form, which for security reasons is only available on the MOD intranet. Please ensure you quote the reference number given to you by Mears at Stage 1. To access the form, your soldier can copy and paste the following URL into their browser bar when logged on to the defence intranet (DII): http://defenceintranet.diif.r.mil.uk/libraries/3/Docs1/20150612.1/DIO-SD-Accn-Stage2-Complaint-Form.xsn
Letter: by writing to the Customer services Team (address below). Please ensure you quote the reference number given to you by Mears at Stage 1. Briefly set out your complaint, why you are not satisfied with the stage 1 response and what outcome you would like.
Customer Service Team
DIO Service Delivery Accommodation
If you make a stage 2 complaint, DIO will have access to your stage 1 complaint details and records, so you do not need to re-submit the full details of your complaint.
DIO will acknowledge it within three working days and provide a reference number. An investigation will then be carried out; however, there is no standard response time due to the need to further investigate complaints that vary in nature and complexity.
If you are not satisfied with the response you receive at stage 1 and 2, you can escalate your complaint to the Independent Housing Review Panel by writing to:
Independent Housing Review Panel
CD(P) Service and Veterans Welfare Accommodation Policy C2
Ministry of Defence
Floor 6, Zone A
Since the start of the CarillionAmey (CA) contract, AFF has continued to hear from families that the complaints process is not fit for purpose and we have consistently fed this back to CA and DIO.
Recently, AFF has been copied into correspondence that compliments the complaints team; something we have not seen before. As a result, we asked Stuart Jones, the new Head of Complaints (now called the Customer Solutions and Insight team), to tell you what has changed and why. Click here to read more.
Please let AFF know about your recent experiences with complaints by emailing firstname.lastname@example.org
For full details of the CarillionAmey complaints process, click here.
Maintenance/Repairs and Allocations Read more
Stage 1 complaints about contractors, maintenance staff or allocation services are handled by CarillionAmey.
Call 0800 707 6000 and select Option 5, email them at email@example.com or visit your local customer service centre to speak to someone in person.
Remember: when making a complaint, always ask for a complaint reference number so that you can be sure it has been logged and it can be tracked.
Stage 2 complaints:
If your Stage 1 complaint has been closed but you are still dissatisfied, you can escalate your complaint to DIO by one of two methods:
- Online - by completing the online Stage 2 complaint form which is available on the MOD Intranet. For security reasons, your soldier will need to log on to an MOD Dii computer to complete and submit the form.
- Letter - by writing to the Customer Service Team at:
DIO Service Delivery Accommodation,
Ground Floor, Swales Pavilion,
Quote the Stage 1 complaint reference number and briefly set out your complaint, why you are not satisfied with the Stage 1 response and what outcome you would like.
DIO should acknowledge your Stage 2 complaint within three working days and provide you with a reference number. An investigation will then be carried out - depending on the nature of the complaint, this can take some time.
Stage 3 complaints:
If you have completed Stage 2 and are still dissatisfied, you can escalate your complaint to the Independent Housing Review Panel at the following address:
Independent Housing Review Panel
CD (P) Services and Veterans Welfare
Accommodation Policy C2
Ministry of Defence
Floor 6, Zone A
When making a complaint, give as much detail as possible about the issue and be very clear about your desired outcome.
In order to proceed to the next stage of the complaints process you must ensure that the earlier stages have been closed. The relevant complaints team should let you know when it has been closed but it would be wise to call CA or DIO to check that this has been done before escalating to the next level.
Remember: when making a complaint, give as much detail as possible about the issue and be very clear about your desired outcome. You have to wait for each stage to be closed before you can escalate to the next level.
For some top tips on how to complain constructively Read more
Top tips for a constructive complaint
- Complain as soon as there’s a problem - Once you have a problem, get in touch with the organisation or company as soon as possible and follow their complaints procedure.
- Be calm and clear - Many organisations ask that you first make your complaint via the phone. Explain your situation calmly and clearly, stick to the facts and ensure you give them just the relevant information.
- Ask to speak to a manager if necessary - If you feel that the person you are dealing with doesn’t understand your issues, or isn’t being helpful, try not to get angry but ask to speak to a manager or someone more senior.
- Use the word ‘complaint’ – If you want action taken, ensure that you use the word complaint; otherwise the company may not record it as such, meaning they won’t take any further action.
- Remember that your comments may be recorded - Making a complaint via Facebook or email, may feel informal, but these are permanent records of your comments, so be aware of your language and tone. Also remember that any phone calls may be recorded.
- What action do you want? - Do you just want them to acknowledge that they let you down or do you want something to happen? Do you want compensation?
- Ask for a complaint timeline - Ask for a clear timeline of how the complaint will be dealt with. This way you don’t need to keep calling to chase if they state that they have ten working days to reply, but you can also ensure they meet any timing guidelines they have.
- Keep a timeline and details of your actions - Keep a note of times and dates of phone calls and any names, as well as your complaint reference number. Websites such as www.tiki-toki.com allow you to create a clear timetable of your complaint.
- Take photos – Photos are a good source of evidence, especially for problems with damage with housing or products; make sure they are dated.
- Work with others - If you are not the only one experiencing problems or issues, it is important that you all log the problem and complain to ensure that the organisation realise this is a wider problem. Contact AFF as we speak to lots of families and this enables us to spot trends.
- Give them a chance - Remember that the only way for things to get better is for people to let the organisations know something has gone wrong. However, we are all human and make mistakes, so give them a chance to put it right!
How do I write a letter of complaint?
- If possible, type your letter and print it off, otherwise ensure anything handwritten is easy to read and neat.
- Include all essential information, such as reference numbers, and ensure that you give up to date contact information.
- Keep the letter brief and to the point - clearly state the problem and what you want done about it.
- Include copies of any evidence, e.g. relevant documents or dates/times of relevant visits/phone calls.
- When emailing information, always request a read receipt and if you are sending by post always send it recorded delivery – never send originals.
- For particularly complicated complaints, consider asking for advice on writing it, such as from Citizens Advice or your Unit Welfare Office.
It may sound obvious but, start by talking directly to your neighbours – perhaps they don’t realise how much the sound is travelling, or that their dog is barking the whole time they are out.
There are ways to do this; plan what you are going to say, and always stay calm and polite. Read more
Choose the right time
If the issue is noisy parties, it’s probably not a good idea to go round mid-party after they’ve had a few drinks, wait until it’s over and then talk about it.
Remind them that you have children, or need to get up for work, and ask them to let you know about a party in advance or to turn the sound down after a certain time.
What if the problem continues?
- Contact your Unit Welfare Officer (UWO) and DIO/CarillionAmey for assistance.
- Make sure that you have a record of nuisance behaviour – dates, times, duration and the effect it had on you – e.g. kept you awake until 4am, or you couldn’t hear your TV over theirs.
- Keep a note of all the names of people you have spoken to, a brief synopsis of what was discussed and copies of all letters.
- If necessary, contact Environmental Health to record the noise levels. If at any time you feel that you are being threatened, or illegal behaviour is occurring, you should call the police.
- Your UWO could act as a mediator to sort things out but, if this doesn’t work, you may need to get your chain of command to liaise with the Occupancy Services Team, which might result in you or the other family being moved.
Who do you go to for help if you are living next to civilians?
Try to resolve it yourself and keep your UWO informed. You can get in touch with your local council, their landlord (if they have one) or contact the community police for advice.
Attend community meetings from time to time in your area.
Being a good neighbour
What should you do if you are approached about your noise levels?
- Always listen - try to stay calm and polite.
- Try to see the problem from their point of view and how you would feel if it was happening to you.
- If your dog barks all day when you are out, think of ways to prevent this – get a dog walker or leave the radio on if that calms them down.
- Go next door to listen to how loud your TV or music is in their house and think about turning the volume down later in the evening.
- If you’re having a party, it’s courteous to let your neighbours know in advance.
Remember that under the terms of your licence to occupy an SFA, you have agreed that:
- You must not racially, sexually or in any other way, harass your neighbours or cause a nuisance or annoyance or allow members of your household, invited guests or pets to cause a nuisance or annoyance to any neighbours
- You must not make or allow members of your household, invited guests or pets to make any noise that causes a nuisance to your neighbours between 11pm and 8am. If the terms of the licence are breached it is DIO’s right to terminate it.
To talk to us about a complaint or a nuisance neighbour, contact firstname.lastname@example.org