6. Moving Out

Pre Move Out (PMO) appointment

If you are moving house, we need to ensure that you can move out of your current SFA and (if required) into a new SFA in the most efficient way.

We’re here to help you!

As soon as you receive your Assignment Order, or if your circumstances change so that you need to move out of your SFA, you can apply for a Pre Move Out appointment. It is essential that you make this appointment. It is not optional – it is part of the requirement of your Licence to Occupy your SFA. The appointment will take no more than 45 minutes.

You can arrange this appointment in one of the following ways:

• Contact us at www.carillionamey.co.uk

• Call the Helpdesk on Freephone 0800 707 6000.

Any appointment made will be confirmed in the format that you request when making your appointment i.e. by text, email or letter. Alternatively, our Occupancy Services Team at the Helpdesk will contact you 4 to 8 weeks prior to your Move Out to arrange the PreMove Out appointment. If you are moving to another SFA, your PreMove Out appointment will be booked once the Occupancy Services Team at the Helpdesk has supplied you with details of your allocated SFA and you have accepted the Service Licence to Occupy for your new home.

The PreMove Out (PMO) appointment helps you to prepare for your Move Out and to ensure it goes as smoothly as possible. The Accommodation Officer who attends your PMO will explain the PMO process and how you can use this or the online guide to help you during Move Out. They will confirm the time and date of your Move Out.

We want you to have a successful Move Out. Our staff will do their utmost to advise you how to make this happen. In addition, online guides are available at www.carillionamey.co.uk

Appointment reminders

Youwill be sent an appointment reminder by text at 0800hrs on the working day prior to any PreMove Out appointment and a final reminder at 0800hrs on the day of your appointment.

What happens at a PMO appointment?

This is when your Accommodation Officer will:

• tell you what you need to do to prepare your accommodation to the Move Out standard, using this guide to help you. Your Accommodation Officer will take you through what is required, room by room

• advise you on the schedule of rate charges for any work that may have to be carried out to bring the property up to Move Out standard

• identify the furniture items that will need to be removed and advise on any other issues that need to be carried out before Move Out

• advise on any other issues that need to be carried out before move out e.g. the removal of pre-paid utility meters should you have ones that need removing

• talk to you about the benefits of opting into the cleaning scheme, including what it guarantees and how much it costs

• advise you on the cleaning of carpets and floors, especially if you have had pets in the property

• advise on any potential refunds based on the current Fuel Oil Index, if your current property has been supplied with oil fired central heating via an individual oil tank

• offer you the opportunity to receive a free welcome pack containing tea, coffee, cleaning products etc. to be delivered to your new home on the day of Move In. You will be provided with a leaflet with the details of how to arrange delivery.

Assessment

Your Accommodation Officer will make an assessment of what work will be necessary to bring your accommodation up to the Move In standard for the next family. This will help ensure we can complete all works required once you vacate the SFA and before the next family move in. The Accommodation Officer will assess the following:

• the condition of the sanitary ware (baths, wcs and sinks)

• whether any kitchen units need replacing

• that all fans and focal point fires are operable

• whether any double glazing units need replacing

• the age and condition of the cooker

• the condition of fencing, paths and patios

• any decorating requirements, confirming the date of the last internal decoration

• the condition of the electricity consumer unit

• the condition of all floor coverings

• the condition of the curtains

• what work will need to take place in the garden, given the time of year of Move Out.

As the appointment draws to a close, you will be asked to sign, together with your Accommodation Officer, the Occupancy Form as a record of the PMO. A copy will be printed out and given to you at the end of the appointment.

The Walk Away Cleaning and Gardening Scheme

You can book this service during your Pre-Move Out appointment. The scheme offers you the opportunity to choose from a number of options on cleaning your property and bringing your garden up to the required Move Out standard. Your Accommodation Officer will explain the details of the scheme and will refer to the published rates based on the size of the property. Further guidance is available at

http://www.carillionamey.co.uk/media/275906/the_walk_away_scheme__what_does_it_really_mean.pdf

or

www.carillionamey.co.uk/movingout

Please note – this service is not available to occupants living in SSFA, PFI or Bulk Lease Hire properties.

Moving out of your current SFA Move Out appointment

You have had your PreMove Out appointment and received all the advice and guidance for a successful move from your Accommodation Officer. Now, you are moving out of your Service Family Accommodation and you need to organise a date for the formal handover to your Accommodation Officer. Our aim is to help you to ensure that the move out goes as smoothly as possible both for your family and any family following you into the accommodation.

There are a number of ways you can arrange this appointment:

• Contact us at www.carillionamey.co.uk

• Call the Helpdesk on Freephone 0800 707 6000.

Any appointment made will be confirmed in the format that you request when making your appointment, i.e. by text, email or letter. We anticipate the appointment to take no more than 60 minutes. In exceptional circumstances it may take 90 minutes – if that is the case your Accommodation Officer will have advised you of this at your PreMove Out appointment.

Appointment reminders

You will be sent an appointment reminder by text at 0800hrs on the working day prior to any move appointment and a final reminder at 0800hrs on the day of your appointment.

Move Out

Your Accommodation Officer will be in attendance. Your Accommodation Officer will have an electronic tablet containing all the necessary information for your SFA, the house file, an Occupancy Form and your 14 Day Observation Report (from the Move In).

At Move Out, your Accommodation Officer will formally take over responsibility of the accommodation and either with yourself or your proxy take the following actions:

• using the Occupancy Form, check and agree with you the condition of the property against the Move Out standard.

If anything does not meet the standard required it will be recorded on the Occupancy Form

• record the charges for each item that does not meet the Move Out standard on the charge sheet

• take photos of the items against which charges have been identified. The photos will be retained in the electronic house file

• record all utility meter numbers and take the utility meter readings. The Accommodation Officer will ask for details of your utility suppliers and will make a record of them on the Occupancy Form

• where the SFA is fitted with oil fired central heating supplied from an individual oil tank, your Accommodation Officer will take the oil fuel reading to make a comparison with the reading at Move In. If the Move Out reading is in excess of the Move In reading your Accommodation Officer will arrange a refund. If it is less, an invoice will be raised

• record your new address whether you are moving into other Service Family Accommodation or not

• check that you have arranged to redirect your mail

• check that all furniture items have been removed from the SFA

• take and record the quantity of your SFA keys.

Once all the above activity has taken place, you will be asked to sign the Occupancy Form and the Repairs Charge Sheet (if applicable). Your Accommodation Officer will sign and date the forms. You will be given a printed copy of the Occupancy Form and the repairs charge sheet for your records.

Move Out standards – summary

Your accommodation must be prepared to certain clearly defined standards before you move out. They are also the standards that you can expect of your SFA when you move into it. Here’s a summary of what is expected in key areas. You can find a lot more detail in the online guide section (pages 25-31).

Bathrooms, WCs

• ensure baths, sinks, WCs, floors and fluorescent lights covers are clean

• taps and showerheads must be thoroughly descaled

• shower cubicles, screens and shower curtains should be cleaned and stain free

• air vents and fans should be clean and all pull cords cleaned.

Carpets

• must be clean, stain and infestation free

• if you’ve have had any cats and dogs living in the SFA you’ll need to arrange professional cleaning, or show you have used an appropriate pesticide and/or deodorising treatment.

Curtains and blinds

• if you have used your own curtains or blinds, they will need removing

• curtains provided with your SFAwill need to be ironed, hung and in a clean condition.

Decorations

• walls and paintwork must be washed down and all finger marks removed

• if you have repainted any of your walls, ceilings or any other paintwork, you must repaint them, returning the walls to silk magnolia and ceilings to matt white (see painting section 1.5 in detailed online move out standards)

• wallpaper, decorative borders or painted stencil work must be removed and made good and walls redecorated

• picture hooks (you are advised to leave only 4 picture hooks per room), all other picture hooks, nails, poster adhesive (e.g. Blu-Tack) and shelving must be removed and walls made good.

Kitchen

• kitchen sinks, cupboards, drawers, worktops and all surfaces should be cleaned thoroughly

• cooker should be degreased, cleaned and ready for immediate use by the next family

• wall tiles and floor tiles should be degreased, cleaned and dry

• the fluorescent light cover must be removed, cleaned and refitted.

Gas and electricity meters

If you have had a key/card meter installed:

• you must arrange for replacement with a standard meter before Move Out.

Pets

For families who have had pets, particularly cats and dogs:

• make sure there are no pet hairs or pest infestation in the SFA

• if you have installed a cat flap this must be removed and the door panels reinstated

• make sure any damage to the garden is repaired correctly and any faeces removed.

Garden

• grass must be cut and all grass cuttings removed

• flower beds/borders need to be dug over and tidy

• entrance areas, paths and patios should be swept clean and weed free

• drainpipe wells should be clear of leaves and rubbish

• compost heaps and any leaf piles should be removed or dug into the garden

• if you’ve put in a pond, it will need to be removed and the ground restored

• hedges and shrubs should be tidy and kept to a manageable level between September and February. In the nesting season (in the UK this is between February and August) check hedges for nesting birds, if there are none in them, you can cut the hedge

• remove any garden furniture and play equipment.

• if you’ve damaged the grass or it has died you need to re-grass or repair

• rubbish outside and in garages or outbuildings must be removed. Rubbish bins should be empty and clean inside and out

• satellite dishes may be left in place. However, if removed, any damage caused as a result of fitting must be made good. Any TV aerial boosters provided must remain in the property.

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