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 Pinnacle Home Services.
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.
There are a number of welfare organisations who can advise you, and don’t forget that AFF Housing and Overseas team are 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 Pinnacle Home Services 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.
Please ensure that you inform your UWO of any adaptations required for your new SFA, this will need to be discussed with other teams within Pinnacle to ensure that these are arranged prior to you moving. Should you experience issues obtaining adaptations within your new SFA, please email our Health & Additional Needs team to discuss further – healthsupport@aff.org.uk
Back to topGiven 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 topYour welfare team will be your main point of contact during a unit move and they will be able to contact Pinnacle for you if necessary.
Back to topEach area will have different arrangements and you will be advised of these by your UWO.
Back to topYes – Pinnacle has committed to recruiting extra HOs or using those from other areas that have capacity to help out with unit moves.
Back to topYes, this is an important appointment.
Back to topThe HO will go through the house with you and discuss what needs to be done to bring the property up to move-out standard. The HO 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 HO 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. See the Pinnacle website for more details.
This is a good opportunity to raise any issues you noted on your 14-day report, especially when it comes to potential charges. Please ensure you raise any concerns with your HO at this appointment. For more information please see our Moving in/Moving out page.
Back to topDuring 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 topYes, 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 topThe welfare team will be responsible for bringing the SFA up to move-out standard.
Back to topSo long as you rectify any issues identified at the PMO, and leave the SFA clean as per the Pinnacle tick sheet, you will not be charged at move-out.
Back to topYou 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. See gov.uk/defence-infrastructure-organisation-service-family-accommodation#moving-out for more details.
Back to topThe regional suppliers (Amey in Central and North and VIVO in the SE and SW) will have enough staff to be able to do emergency works and cleaning so that the SFA is ready for move-in.
Back to topThe proxy will attend the move-in with the HO, and the HO will go through the move-in process with them as usual. See the Pinnacle website for more details.
Back to topYes, 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 Pinnacle National Services Team on 0800 031 8628 option 1. See the Pinnacle website for more details.
Back to topNo. To report repairs, call Pinnacle on 0800 031 8628.
Back to topYour 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 topReport all issues to Pinnacle on 0800 031 8628 option 4 – log a complaint and make sure that you get a reference number. See the Pinnacle website for more details on how to contact them.
Back to topIf you feel that your SFA is not at the correct grade for charge on move in you have 28 days to challenge the grading from receipt of the grading letter. For more information, see gov.uk/government/publications/combined-accommodation-assessment-system-the-new-accommodation-charging-system-explained.
Back to topDepending on the severity of the issue, you will either be put up in a welfare house (if available) or a hotel by Pinnacle 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 HO will liaise closely with you to resolve this as quickly as possible.
Back to topIn the first instance, telephone Pinnacle on 0800 031 8628 option 4 or use the online complaints form. The DIO SFA website outlines the complaints process, which should be followed to ensure complaints are recorded and investigated properly.
Back to topYes. AFF has received reports of families not correctly converting their plugs for UK use. In one instance, a supplier operative cut the plug off an appliance that had a two pin plug fitted as it was being dangerously adapted using a match stick.
Pinnacle 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 in country 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.
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