Move In / Move Out


As a family living in SFA you are responsible for making sure that the property is to move-out standard when you leave.

At move-in you are responsible for accepting the SFA; when you sign the paperwork, you are agreeing that it is at move-in standard.

It is very important that you ensure that the move-in process is done correctly and that the Accommodation Officer (AO) follows the procedure as written in the CarillionAmey (CA) handbook.

On this page:

CarillonAmey’s Walk Away Scheme: clarification for families
Take a look at what our families said in AFF’s 2015 Move-In Survey
Check out what you can and can not be charged for at Move-out
Changing energy supplier at move-in/move-out
Move in appointment
What is a proxy?
What is an uninhabitable fault at move-in and what happens?
14 day report
Challenging your grade for charge
Insurance Liability - are you covered?
Storing your belongings after a flood/fire
Pre-move-out appointment
What is the move out standard?
Walk away scheme
Charges on move out
How to apply for removals
Eligibility to final removals

 

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CarillonAmey’s Walk Away Scheme: clarification for families

CarillionAmey (CA) has stated that their Walk Away Scheme is an ‘insurance policy’ - you pay not to clean certain items e.g. the cooker, and this means you won’t get charged at move-out, which would be more expensive than the cost of the Scheme. Read more

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Take a look at what our families said in AFF’s 2015 Move-In Survey

Move-in survey families infographWhat have we done with your feedback? Click here for our full infographic.

We have been in consultation with CarillionAmey and DIO and have candidly discussed the results of this survey. We identified areas of concern, poor performance and have made recommendations. We produced a command brief that was shared with senior offices, MOD civil servants and Ministers. We were pleased to have received a letter from Min DPWV confirming his personal interest in this issue, amongst other aspects of the housing contract. Our work is not done. It is important that we continue to listen to you, our families, to assess whether the situation is improving. It is also important that you make sure you raise an official complaint when you have a problem and you always get a complaint reference number. Thank you for your support. 

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Check out what you can and can not be charged for at Move-out

Clarification on move-out charges has now been issued; remember you risk being charged for any damage to your SFA on move-out unless you can prove that it was present at move-in. Take a look at our top tips to make sure you are protected. Read more

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Changing energy supplier at move-in/move-out

AFF has been approached by several families who’ve had their energy supplier changed by CarillionAmey (CA) before their move-out date or once they’ve moved into their new SFA.

This has caused issues with generating final bills on move-out and has also caused families concern and undue work. Read more

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Move in appointment

As soon as you have been allocated your SFA and signed the Licence to Occupy (electronically) you will be able to book your move-in appointment. Read more

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What is a proxy?

When it comes to taking or handing over an SFA there is often some confusion about who can do it, sometimes resulting in postponed move-in/move-outs. Read more

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What is an uninhabitable fault at move-in and what happens?

Any faults noted at the move-in appointment, which don’t prevent you from moving in, will be recorded on the Occupancy Form; CA have 24 hours to get these rectified (even over a weekend). Read more

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14 day report

Your AO will leave this with you – it is not for reporting repairs but more for noting down anything which you missed at move-in that you don’t want to be charged for at move out e.g. stains on carpets, chips on tiles or skirting boards or damage to kitchen units etc.

Make sure that you complete and return this in time, and keep a copy for your records for when you move-out.

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Challenging your grade for charge

If, when you move in to your SFA or SSFA, you believe that the grade for charge (how much you pay for the SFA/SSFA) is wrong, you have three months from the date of move-in to challenge it.

You will need to do this through your chain of command and, if successful, it will be back-dated to the date of move-in.  

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Insurance Liability - are you covered?

If you occupy SFA or SSFA, you will have signed an agreement when you moved into the property called a Service Licence to Occupy Service Family Accommodation - known as a Licence to Occupy. Due to this, you are not classed as a tenant - as you would be in a civilian rental property. Read more

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Storing your belongings after a flood/fire

If you are unfortunate enough to have a flood, fire or similar incident while living in SFA, please don’t call Agility if your belongings have to be temporarily put into storage or re-housed.

CA will arrange for storage through their own contractor. Call the Occupancy Service Team on 0800 707 6000 (option 3).

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Pre-move-out appointment

A pre-move-out appointment (PMO) is compulsory -it helps you to see what needs to be done to get the house to move-out standard, but it also gives CA the opportunity to see if any large works (painting, new carpets etc.) need to be done so that they can schedule them before the next family move-in.

A PMO should take about 45 minutes and the AO will walk around the house with you and will leave you with a list of issues you need to rectify and a list of what you will be charged at move out if they aren’t done. For more info on the PMO process click here.  

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What is the move out standard?

For a comprehensive guide, click here.

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Walk away scheme

This cleaning scheme allows you to pay to ‘walk away’ from your SFA without worrying that it will fail due to cleanliness issues on move-out.

The schedule of rates is cheaper than you would be charged if you moved out without cleaning at all and, as it is set rates, it is more transparent than previous schemes. However, we are aware that it is not necessarily cheaper than a professional clean by a local company. So make sure you explore all the options and decide what works best for you!

The scheme now also includes garden preparation but there is an additional charge for this service, conditions apply.  Read more

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Charges on move out

All charges for damages and deficiencies on SFA and SSFA in the UK are recovered from your soldier’s pay – this is to reduce the time and costs involved with chasing those who don’t currently pay on time (or at all). Read more

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How to apply for removals

Removals are booked online on the internet. Click here to visit the Agility Logistics GRSM website and follow the instructions. Read more

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Eligibility to final removals

There is a little known regulation that covers ‘Final Tour of Duty’ requests. Read more

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AFF is interested to hear your views or concerns about issues discussed on our website. Please email us at housing@aff.org.uk.


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