Are you moving as part of a unit move?
Whilst each unit move will have its own specific details, AFF has put together a generic list of housing FAQs to help you understand what will happen in the run up to, and during, your move.
Allocations for a unit move are done through your welfare team, not CarillionAmey (CA).
Your Unit Welfare Officer (UWO) will be your first point of contact, so whether you have problems cleaning your SFA or you have an issue or requirement which needs to be taken into account for housing allocations, talk to them so that they can take your needs into consideration and get you the help you need to make your move as smooth as possible.
The Army Basing Team also provides a wealth of information which will be available through your unit; there are a number of welfare organisations who can advise you, and don’t forget that your local AFF co-ordinator is also there to help if you have any concerns. Click here for details of the co-ordinator in your area.
- Proxy: someone who attends a move-in/move-out and acts on your behalf if you cannot attend. Only Service personnel or a spouse can be nominated as a proxy – during unit moves, the proxy will be someone from the Unit Welfare Team.
- Accommodation Officer (AO): the person responsible for the local estate and who carries out the move-in and move-out appointments. In areas of high tempo you may see some CA staff brought in to support the AO.
- CarillionAmey (CA): the contractor, working on behalf of the Defence Infrastructure Organisation (DIO), who is responsible for allocations, repairs, maintenance, move appointments, and the provision of SFA furniture.
- Walk away cleaning scheme: if you use this voluntary scheme to pay for cleaning you will be guaranteed not to be charged for cleanliness issues on move out, although you will continue to be responsible for damages caused and other deficiencies.
- Back to back move – when the period of time between a move out and a move in is less than 15 working days.
- 14 day observation report: this if for you to record any defects found in your SFA within 14 days of moving in. As a general rule of thumb, use it to record anything you don’t want to be charged for at move-out (dents in walls, broken tiles etc.) Don’t use it to record issues which need to be repaired - these should be reported to the CA helpdesk.
How is housing allocated for a unit move? Read more
The welfare team will work out how many families are moving, and how many and what type of SFA are needed to accommodate families. If you have any particular needs, make sure that you let the welfare team know well in advance to that they can take these into consideration. This list is sent to the CarillionAmey Occupancy Services (CAOS) team who identify SFA to fulfil the requirements of the unit. Once provisionally allocated, this list is sent to the welfare team who will then allocate them to the families and will notify you of your address
Can I change my allocation? Read more
Given the high number of moves and the availability of SFA, it will be difficult to change your allocation. All relevant information should have been given to the Unit Welfare Officer (UWO) at the start of the allocation process, however, if family circumstances have changed then make sure that you discuss this with your welfare team so that they can try to help you.
Who is our main point of contact during a unit move? Read more
Your welfare team will be your main point of contact during a unit move and they will be able to contact CarillionAmey (CA) for you if necessary.
Why can’t we use the walk-away cleaning scheme if we are in a back-to-back move? Read more
This scheme has a contractual agreement that the cleaners will be allowed 15 days; a back-to-back move is one which has less than 15 days between move-out and move-in so the scheme cannot be used. The final decision will be made by the Accommodation Officer (AO) at the pre-move-out (PMO) appointment.
What cleaners can we use if we can’t use the walk-away scheme? Read more
Each area will have different arrangements and you will be advised of these by your UWO.
Will there be enough AOs to do all of the move-ins and move-outs? Read more
Yes - CA have committed to recruiting extra AOs or using those from other areas that have capacity to help out with unit moves.
Do we have to have a pre-move-out (PMO) appointment? Read more
Yes, this is an important appointment.
What happens at a PMO appointment? Read more
The AO will go through the house with you and discuss what needs to be done to bring the property up to move-out standard. The AO will give you a breakdown of charges for the issues identified and if you haven’t sorted them by move out you will be charged that amount. This is a very useful time for the AO as it gives them the opportunity to assess if the SFA needs painting or new carpets so that this can be planned to coincide with move-out. Click here for more details.
Who can we use to do a proxy move-out or move-in? Read more
During unit moves, many SFA will be handed over at different times to your moving dates and the proxy will be a member of the welfare team.
Do we need to get our proxy to see the house before we move out? Read more
Yes, it is advisable to get the welfare team to visit your SFA before you leave so that they can agree that all works detailed at the PMO have been done and that the SFA is clean.
What happens if the proxy agrees with us that it is clean but the AO doesn’t? Read more
The welfare team will be responsible for bringing the SFA up to move-out standard.
Could I be charged on move-out? Read more
So long as you rectify any issues identified at the PMO, and leave the SFA clean as per the CA tick sheet, you will not be charged at move-out.
What happens if I get charged on move-out? Read more
You will be sent a letter detailing the charges and telling you how to challenge them if you don’t agree. There is a strict timeline for challenging the charge, so make sure you respond within this timeframe otherwise the charges will be taken from your soldier’s pay. Click here for more details.
If a family moves out and the SFA fails, will it all be sorted before the next family moves in? Read more
CA will have enough staff to be able to do emergency works and cleaning so that the SFA is ready for move-in.
How will a proxy move-in be done? Read more
The proxy will attend the move-in with the AO, and the AO will go through the move-in process with them as usual. Click here for more details.
Does CA still have 24 hours to rectify any issues found at move-in? Read more
If the move is a normal move, then any issues identified at move-in will be rectified within 24 hours; if it is a back-to-back move-in, these will be reported as urgent issues to the helpdesk and will be rectified within five days.
Do we need to do a 14 day report? Read more
Yes, if you identify issues during the first 14 days it is very important to complete a report as it identifies issues with the SFA on move-in so that you aren’t charged for them on move-out. Remember that, unlike a 14 day report abroad, in the UK it won’t generate repairs so anything which needs repairing (like a leaking tap) needs to be reported to the CA helpdesk on 0800 707 6000 Option 1. Click here for more details.
Where do we send our 14 day report? Read more
The address is at the foot of the form and is:
Unit 4, The Matchworks,
The form can also be found here.
Does a 14 day report generate repairs? Read more
No. To report repairs, call CA on 0800 707 6000
What information will we be given at move-in if a proxy took over the SFA for us? Read more
Your proxy will give you the keys and show you, amongst other things how the boiler and cooker work, where the fuse box is and where the stop cock is and the gas box etc.
Who do we report issues to if we aren’t happy with the cleanliness or condition of our SFA? Read more
Report all issues to CA on 0800 707 6000 Option 5 – log a complaint and make sure that you get a reference number. Click here for more details.
How do we challenge the grading of our new SFA? Read more
If you feel that your SFA is not at the correct grade for charge on move-in, you can challenge the grading. This needs to be in writing and sent through your chain of command to Brigade. This must be done within three months of moving in.
What will happen if the SFA has an uninhabitable fault at move-in? Read more
Depending on the severity of the issue, you will either be put up in a welfare house (if available) or a hotel by CA and your removals delayed or put in storage until the issue has been resolved; if there are suitable unallocated SFA in the area, you may be given one of these instead. Properties are prepared and inspected in advance to avoid this situation, but if an issue did arise your UWO and AO will liaise closely with you to resolve this as quickly as possible.
How do I complain if I am unhappy with the service provided and what is the process? Read more
Do I need to change my plugs from German to UK fitting? Read more
Yes. AFF has recently received reports of families not correctly converting their plugs for UK use. In one instance, a CarillionAmey (CA) operative cut the plug off an appliance that had a two pin plug fitted as it was being dangerously adapted using a match stick.
CA will not ignore this type of practice. Aside from possibly resulting in electric shock or fire, it may also invalidate your home and contents insurance.
Adapting your appliances for UK use:
- For the short term on arrival you can use an EU conversion plug. They can be fitted easily, quickly and safely, and will make the appliance safe for use in UK sockets.
- Check that the type of conversion plug you use is suitable for the EU plug and always follow the manufacturer's instructions when fitting it.
- Do not use travel adaptors long term. They are not a suitable or safe alternative for continuous use.
What is a fuse and why is it important?
It is a safety device fitted in all UK 13A plugs and EU conversion plugs which protects the cable from taking too much electric current and overheating; it will cut off an electrical current in the event of a fault. Lack of fuse protection increases the risk of fire in EU conversion plugs.