Welcome to your new home
Once you have accepted your new home and signed your Licence to Occupy you will be ready to arrange your move in.
On the day of your move in, you will be greeted at your new home by your Housing Officer, who is there to give you a full home tour and hand over the keys. This is called the move in appointment.
You book your move in date and time on the e-1132 system, available on the Defence Intranet.
The appointment should take no more than an hour and is there to help you get settled in as quickly as possible.
If you are moving to a new Service Family Home, due to a new assignment or transferring home due to personal or service reasons, it is important to factor into your plans and the dates attached to your move, that you can only be the licensee for both homes for a period of 14 days at any one time before you are dual charged for both homes.
On the day of your move in, your Housing Officer will meet you at your home and show you where everything is. They will work with you to complete the digital Move In Form to record any important information, such as any faults found at move in and the action taken to resolve them, meter readings, details of recent safety inspections and your contact details.
At the end of the move in appointment, you will be asked to sign the Move In Form to confirm that you are satisfied your new home meets the move in standard.
Your Housing Officer will take you on a tour of your home. As you walk around, they will show you where important appliances and utilities are within your home, such as:
- Hot water immersion switch and thermostat operation (if able to be adjusted)
- Type of fuel your home has, such as gas, LPG, oil, air source heat pumps or ground source heat pumps
- Boiler and how to use the central heating programmes / thermostats, testing the radiators
- Smoke and carbon monoxide detectors, and test them with you
- Electricity unit and how to safely isolate and reset electrical trip switches
- Mains water stopcock and how to isolate the water supply
- Gas emergency cut off and how to operate it
- Gas meter key (where applicable)
- Cooker and show you the cooker controls
- Where any extractor fans are and how to use them
- Switches for external lights
- How to access any garages or sheds and check they are empty with you
- Any locks, how to work them and check them with you
This time is for you to become familiar with your new home, so if you have any queries at all please don’t hesitate to raise them with your Housing Officer (link) at this appointment.
Don’t worry, if you can’t be there as the licenced serving person, you can officially nominate someone to attend on your behalf. This can be a spouse/civil partner/partner or another serving person. To nominate a proxy to attend and act on your behalf please add them to the e-1132 system.
If for any reason you need to change your move in date you can do this via the e-1132 system. If you can’t access this system to make the amendment, then please get in touch with our Home Services team as soon as possible.
14 day welcome visit
At your move in appointment, we will book a second visit with you for around 14 days later. This is to give you time to move in, get settled and have the chance to consider any further queries or concerns you may have about your new home. This takes about an hour and your Housing Officer will visit to go through how you have been settling in. Together you will complete a 14 Day Observation Form which is where we will record any snags you may have come across, and any special requests you would like to make.
If, within the first 14 days, you discover any pre-existing issues with the property, that does not require fixing, you can raise this with us at the 14 day welcome visit, which will be recorded as an observation. However, if it is something that requires a repair, such as a leaking tap, please do not wait but contact us as normal to raise a repair request.
If for any reason you can’t make this visit in person, we will complete it remotely. However, we find that in-person visits are the best way to do this where possible. You will make any arrangements for this visit with your Housing Officer at the move in appointment.
These standards have been developed by all key delivery partners providing your Service Family Accommodation and are in line with the Government Decent Homes Standard.
To help you understand what you need to do, your Housing Officer will go through everything with you at the pre-move out. It is really important you take action on any work required of you, or you may be charged.
To avoid being charged when you move out you must follow the advice set by your Housing Officer at the pre-move out appointment. You will have at least 28 days between your pre-move out and move out appointments to make changes.
Remember to always check your home against the full move out standards and complete the list of work agreed with your Housing Officer at your pre-move out appointment
During your move in we will also provide you with important documents relating to your home. This includes all relevant manuals and operating instructions for your boiler, heating and domestic hot water and cooker controls, as well as copies of the landlord’s gas safety inspection (form CP12) and the electrical inspection.
We know your home should be a place where you feel safe and are comfortable. It is important to us that we do everything we can to make this happen and our teams work hard to get your home ready for you.
Our partners at Amey (in the North and Central regions) and VIVO (in the South East and South West regions) carry out preparations, repairs and upgrades on your home before you move in. We all follow a set of move in standards so that every home goes through the same checks before we give you the keys and welcome you to your home.
These standards have been developed by all of the key delivery partners providing your Service Family Accommodation (SFA) and are in line with the Government Decent Homes Standard. The delivery partners are Defence Infrastructure Organisation (DIO), Pinnacle, Amey and VIVO.
When you move in, your Housing Officer will give you a full tour of your home and check you are satisfied it meets the move in standards that have been set. You will have the opportunity to raise any issues that arise after this at the 14 day welcome visit with the Housing Officer.
If any repairs are required, please log them here – do not wait until the 14 day welcome visit.
There are many things you need to take care of to effectively manage your new home. To help you we’ve included lots of hints, tips and how to guides on this website. Read through our Caring For My Home Guides to see what you need to do to keep it safe, comfortable and in good condition.
Once in your new home, you can get in touch to raise repairs, give feedback, manage any planned maintenance appointments via our HomeHub. This is an online portal that gives the whole family access to managing your home.
We understand that there will also be times when you want to speak with us, either for assistance, for more complex enquiries, or in emergencies – or it could be that telephone is simply your preference. See all the ways you can contact us here.
On your move in day, your Housing Officer will take photographs of your gas and electric meters and record your meter readings. One of the first things you must do is contact the gas and electricity suppliers to give these readings, so that you are only billed for your own family’s usage and to create your personal account with them. Unfortunately, we can’t do this for you.
If you need to find out who supplies energy to your home, visit Ofgem.
Once you have informed the current energy suppliers of the meter readings you are free to transfer the supply to an energy provider of your choice.
You are responsible for paying your energy bills from the date you or your proxy signed for the keys to your home. For more on gas and energy management click here.
What if my move in goes wrong?
We know how difficult it can be to move home and we do everything possible to get it right for you and your family.
Your new home should meet the move in standards set and if it doesn’t you must raise this with your Housing Officer at the move in appointment. There may also be things you don’t notice straight away. If this is the case you can either raise a repair request, or if it is not a repair issue you can raise it with your Housing Officer at the 14 day welcome visit.
If a fault is found during the tour of your new home but it isn’t something that prevents you from moving in, your Housing Officer will record it on your Move In Form as a ‘habitable fault’. We will arrange for this fault to be rectified for you.
If your new home hasn’t met the move in standard, in certain circumstances we will compensate you and your family for the inconvenience caused and offer our apologies.
We know how important it is to get your home ready for you and your family. In the rare instance that a home does not meet the move in standard, we do everything possible to make it right as quickly as we can.
This can involve temporary accommodation, potential compensation and, of course, our apologies.
Your home is classed as unsuitable to live in (uninhabitable) if any one or more of the following faults are found and we cannot fix them as an emergency repair:
- Glass in doors, screens, windows etc that is not toughened or laminated in accordance with current health and safety requirements (Building Regulations)
- Flats that are lacking ‘½ hour fire check’ rated doors, where required by Building Regulations
- All or any staircases not possessing appropriate balustrades or handrails that comply with the Building Regulations and/or are in an unsafe condition
- Faults within the kitchen, including a
- Kitchen without a minimum of one worktop length of 900mm or a minimum of 300mm of tiling above work surfaces and above the cooker (or suitable alternative)
- Cooker space sited behind a door so it becomes a Health and Safety issue
- Minimum appliance space for a washing machine and refrigerator, with appropriate plumbing and electrics
- A refrigerator space sited next to a cooker
- A faulty heating system that is not fully working (between October to May) or all year when a vulnerable person is present
- Any major internal disruption, such as a collapsed ceiling due to internal flooding
- A lack of one or more utilities at move in - water, gas (including LPG) or electricity that only impacts your home and is not a utility company issue
- A major health and safety issue or environmental factor that would cause a direct and immediate risk to the family in the home
- A significant hygiene problem with the home that poses a health and safety issue
- The presence of a significant roof leak causing water to penetrate the home
- The electrical system being in an unsafe condition
At your move in appointment, your Housing Officer will perform several secondary checks to demonstrate that things are safe and operational within your new home.
In the unlikely event that any of these faults are found, you will not be able to move in until the fault is resolved.
In this case, you and your family will be provided with alternative accommodation.
In the unlikely event there is a fault that we cannot fix in your new home, just before or at your move in appointment, your Housing Officer will arrange alternative accommodation for you.
The alternative accommodation is either:
- Another temporary, fully-furnished Service Family Accommodation if available in the same area
- An alternative, permanent Service Family Accommodation
If you must move into alternative accommodation, our Home Services team will, if necessary, arrange for your removals company to store your removal items and for them to be re-delivered when your home is ready.
In the absence of temporary Service Family Accommodation being available we will arrange for you and your family to stay in a nearby hotel. If this happens, your Housing Officer will stay in close contact as we urgently get a home ready.