Repairs & Maintenance


Repairs and maintenance for all SFA in the UK are now carried out by CarillionAmey (CA).

AFF feels that all the issues within the old MHS contract have been recognised and addressed in the new contract, and that the new contract will generate a new way of working and a culture of first time fix for repairs.

However, as with all change programmes, there have been some issues along the way.

Please continue to log official complaints with CA (make sure you get a reference number) and to feed in any concerns to AFF at housing@aff.org.uk - we will feed these back to CA so that they can be rectified as quickly as possible.

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:

24 Jul - Your SFA: who is responsible?
Built in appliances
Lost external door keys
Arranging maintenance for yourself
Mears repairs time lines
AFF IN ACTION - Electric fan heaters vs oil filled radiators
Reporting a fault to your SFA
Repair Priorities
Appointment times
Missed appointment vouchers
Local Customer Service Centres
Families Responsibilities
Compulsory Safety checks
Windows: child restrictors
Stay secure - important message about access to Service homes from CarillionAmey
Carbon monoxide: detection is vital
SFA safety: your dog
DIO service delivery accommodation SFA Improvement Programme (Refurb)
Pets, Sheds, firearms and businesses

 

Your SFA: who is responsible?

DIO has created a short video called ‘We all have a part to play’, which is available on DII or YouTube. Read more

bar

Built in appliances

If you have integrated appliances in your SFA eg cooker, washing machine or dishwasher (mainly in new builds), and experience any issues with them, please report it to the CarillionAmey Helpdesk on 0800 707 6000. Cookers will be repaired or replaced, however, other integrated appliances will be removed and a space left for your own white goods.

Back to top

bar

Lost external door keys

While the contract with CA means they will respond to and repair broken or damaged locks (including where a key may have snapped in the actual lock), it doesn’t cover lost keys. If you are unfortunate enough to lose a key, you will be responsible for replacing it and, if necessary, the lock at your own expense using a private locksmith.

Back to top

bar

Arranging maintenance for yourself

Families living in SFA have a free maintenance service with clear published response levels dependent on the seriousness of the issue. Whilst you may wish to speed up this process, you should never arrange for third party contractors to come in as this work cannot be guaranteed and will not be paid for by MOD. Please call the CA Helpdesk on 0800 707 6000 (or the designated maintenance team if you live in a PFI, bulk lease hiring or out of the UK) to report all maintenance requests.

Back to top

bar

Mears repairs time lines

If you live in Substitute Service Families Accommodation (SSFA) (a hiring) in the UK, the response times for repairs are as follows:  Read more

bar

AFF in ActionAFF IN ACTION - Electric fan heaters vs oil filled radiators

Families came to AFF with concerns over the electric heaters provided by CarillionAmey (CA) when a boiler fails. They felt they weren't safe if you have small children and didn't produce much heat. Read more

bar

Reporting a fault to your SFA

  • Check the advice and support pages on the CA website to see if you can fix the issue yourself
  • Call 0800 707 6000, option 1 – if you are calling from a mobile use 0151 7281630 - 24hrs/day
  • For up to date details on reporting a fault, click here. This will help you give the correct information to the help desk
  • Walk in to your local Customer Service Centre - hours are area dependent.

You will be given a job reference number and will be sent written notification of your appointment (either by post or email as requested by you).

Remember that you or a member of your family (the person MUST be over the age of 16) will need to be at home for the appointment – if the work is to the outside you may not need to be at home but will be advised of this when you make the appointment. 

Back to top

bar

Repair Priorities

Each reported repair is given a priority according to the nature of the fault. Read more

bar

Appointment times

  • All day – 8am-6pm
  • Morning – 8am-12 noon; 10am-2pm (School run option); 11am-3pm
  • Afternoon – 2pm-6pm 
Back to top

bar

Missed appointment vouchers

Under the new contract, CarillionAmey will no longer issue vouchers for missed appointments – if you do have a missed appointment make sure that you call the Helpdesk to log a complaint and get a reference number.

Back to top

bar

Local Customer Service Centres

The CarillionAmey local customer services centres give families the opportunity to drop in to talk to staff face-to-face to get assistance with all housing issues. For details of locations and opening times, please click here.

Back to top

bar

Families Responsibilities

Before you contact the Helpdesk, check the advice & support pages on the CA website to see if it is something you can fix yourself. Ensure that you aren’t calling for something which you are responsible for e.g. replacement locks if you get locked out or changing fuses or standard light bulbs.

Back to top

bar

Compulsory Safety checks

CarillionAmey have a duty of care to carry out certain safety checks on your property such as the annual gas/oil fired boiler inspections and periodic electrical inspections.

You will be sent a letter requesting access for these inspections – please make sure that you respond to these quickly to arrange an appointment. Read more

bar

Windows: child restrictors

If you have small children or vulnerable adults in the house, it is a good idea to regularly check that any window restrictors you have in place are working. Although there is no legislative requirement, British Standards state that where restrictors are fitted they should limit the initial movement to no more than 100 mm.

If any restrictors are not working or open more than 100 mm. please call the CA Helpdesk – or your local maintenance provider- to report them.

Back to top

bar

Stay secure - important message about access to Service homes from CarillionAmey

There have been reports of incidents where people have tried to gain unauthorised access to Service Family Accommodation. Read more

bar

Carbon monoxide: detection is vital

Recently AFF was made aware of a family who had experienced a leak of carbon monoxide (CO) - thanks to CO detectors in the house, they were alerted to the issue and no harm was done. Read more

bar

SFA safety: your dog

Do you have a dog which likes to jump up and retrieve/attack the post as it comes through the letter box? Why not put a sticker on your door to warn visitors?

AFF has been made aware of incidents of workmen being bitten by dogs whilst posting cards etc. through letter boxes. We have suggested to CarillionAmey that stickers could be included in the move-in pack but as yet, a decision has not been made. 

Back to top

bar

DIO service delivery accommodation SFA Improvement Programme (Refurb)

As previously advised, the MOD review of all expenditure has meant that the Defence Infrastructure Organisation (DIO) has been cautious about issuing letters to occupants of SFA to notify them of improvement works until funding has been secured. Read more

bar

Pets, Sheds, firearms and businesses

You may think that this is an odd mix, but any family who wishes to keep pets, apply for an encroachment (for example a shed, satellite dish or security light), run a business or keep firearms in their SFA will need to apply for permission through the CarillionAmey Occupancy Services Team on 0800 707 6000 Option 3.

 

Back to top


Share this page

AFF Boiler Survey

Boiler survey

See also

Feedback

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


<