Maintaining your SFA
What is Expected of You
You can find all the information you might need about the maintenance of your SFA in the UK Defence Infrastructure Organisation (DIO) pages.
Reporting a Fault
If you need to report a fault in your Service Family Accomodation (SFA) contact CarillionAmey Occupancy Services Team. You can call them on Freephone: 0800 707 6000 - Select Option 3 (mobile users may incur charges). Call from overseas: +44 151 728 1630. (Lines open 24/7, 365 days per year).
Or you can email the team: firstname.lastname@example.org
Following feedback from customers who were unsure which options to choose when calling with an issue CarillionAmey have created an infographic, available in their Guides section.
The CarillionAmey Yellow and Red Card System
This system only applies on statutory pre planned maintenance i.e. gas inspections and electrical checks.
What happens if I am out when an Engineer calls?
If you do not respond, the engineer will drop a yellow card through your letterbox asking you to contact CarillionAmey in order that a second appointment can be made. If you do not contact CarillionAmey, they will write to you with a second appointment date to carry out the repair.
Note: A yellow card
Signifies a first missed appointment by the occupant for a gas safety inspection or electrical check. If an occupant receives a yellow missed appointment card, they should contact CarillionAmey within 24 hours of receipt to make an alternative appointment. If the occupant does not make contact with CarillionAmey, they will write to the occupant with a second appointment date.
If you do not respond to the second visit, a red card will be posted through your letterbox by the Engineer and your details passed to DIO.
Note: A red card
Signifies a second missed appointment by the occupant for a gas safety inspectionor electrial check. If an occupant misses a second appointment, CarillionAmey will refer the matter to DIO Service Delivery Accommodation who will work with the military authorities to gain access.
It is also likely that CarillionAmey will not carry out any routine repairs on your quarter until the necessary safety checks have been carried out.
Translation Line available at the CarillionAmey Help Desk
Service families should be aware that the CarillionAmey Help Desk offers a translation line for occupants who do not have English as their first language.
How it works?
If an Occupant wishes to report a repair, check the status of a repair or raise a complaint, the Occupant needs to simply telephone the Help Desk and state their nationality or country of origin twice. For instance, if the occupant is Nepalese, they just need to say 'Guerkali, Guerkali' or if they are Spanish, they just need to say 'Espania, Espania', etc.
The Help Desk Agent will then put the Customer on hold whilst they contact a translator and a three-way conversation will then commence.
CarillionAmey welcome feedback, it helps them to ensure that they can provide you with an effective Defence housing service. They measure their customer satisfaction and service levels in order to continue to improve their service.
Please contact them on 0800 707 6000 or walk into your local customer service centre to let them know if they have done a good job, or advise them if you are unhappy with any aspect of their service.
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