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 Amey.
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.
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 Amey 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.Back to top
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.Back to top
Your welfare team will be your main point of contact during a unit move and they will be able to contact Amey for you if necessary.Back to top
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.Back to top
Each area will have different arrangements and you will be advised of these by your UWO.Back to top
Yes – Amey have committed to recruiting extra AOs or using those from other areas that have capacity to help out with unit moves.Back to top
Yes, this is an important appointment.Back to top
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.Back to top
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.Back to top
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.Back to top
The welfare team will be responsible for bringing the SFA up to move-out standard.Back to top
So long as you rectify any issues identified at the PMO, and leave the SFA clean as per the Amey tick sheet, you will not be charged at move-out.Back to top
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.Back to top
Amey will have enough staff to be able to do emergency works and cleaning so that the SFA is ready for move-in.Back to top
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.Back to top
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.Back to top
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 Amey helpdesk on 0800 707 6000 Option 1. Click here for more details.Back to top
No. To report repairs, call Amey on 0800 707 6000Back to top
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.Back to top
Report all issues to Amey on 0800 707 6000 Option 5 – log a complaint and make sure that you get a reference number. Click here for more details.Back to top
If you feel that your SFA is not at the correct grade for charge on move in you have 28 days to challenge the grading. For more information, click here.Back to top
Depending on the severity of the issue, you will either be put up in a welfare house (if available) or a hotel by Amey 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.Back to top
In the first instance, telephone Amey on 0800 707 6000. The Amey and DIO SFA websites outline the complaints process, which should be followed to ensure complaints are recorded and investigated properly.Back to top
Yes. AFF has recently received reports of families not correctly converting their plugs for UK use. In one instance, an Amey operative cut the plug off an appliance that had a two pin plug fitted as it was being dangerously adapted using a match stick.
Amey 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:
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.