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Carillionamey Tag

On Wendesday 29th August 2018 it was announced that CarillionAmey is rebranding, and will be known as ‘Amey’ from now on.

 

There are sereval changes that you may wish to take note of:

 

  1. Their new website will be https://www.ameydefenceservices.co.uk/
  2. You can find out more about their services (including a SFA guide, advice and support etc.) here.
  3. There is a change to their email address domain (@ameydefenceservices.co.uk). Please refer to this page here for more information.
  4. Their phone numbers will remain unchanged.

 

You can read their official statement here.

 

Posted on: 30th August, 2018

In April 2017 the Defence Infrastructure Organisation (DIO) launched a compensation scheme in the UK to cover missed appointments and significant issues at move-in for Service Family Accommodation (SFA) and Substitute Service Family Accommodation (SSFA).

 

Please note that claims must be made within 14 days of the issue occurring. Once an application is received, the DIO Compensation Claim Team will then consider the claim and the claimant will be informed whether this has been accepted or rejected. If accepted, this will be in the form of High Street Vouchers – please be aware that no alternatives will be offered; if rejected, then the reasons for this will be explained. There will be no appeals process.

 

For full information/to apply for this scheme, please click here.

 

Posted on: 3rd May, 2018
Updated on: 16th February, 2021

If you are not happy with the level of service you have received from Amey Defence Services you can make a formal complaint. The complaint process is split into 3 stages, as outlined below.

 

Stage 1 – Amey Defence Services

Complaints (our Frontline Complaints team)

  • Online Stage One Complaints Form (click here to raise/discuss a new or existing stage one complaint)
  • WebChat (click the message icon from the bottom right-hand corner of the page)
  • Facebook Messenger (send a private message to the team to start a chat)
  • Twitter message (send a private message to the team to start a chat)
  • Text message: 07860063407 (send a text to start a chat)
  • Telephone: 0800 707 6000 (option 5)

Email: customercare@ameydefenceservices.co.uk

The Customer Solutions Manager will investigate your complaint and aim to resolve within 10 working days

 

Stage 2 – Defence Infrastructure Organisation (DIO)

If your complaint has been formally closed at stage 1 and you are not satisfied with the response, you can then escalate your complaint to the DIO Customer Services Team.

You can do this in 3 ways:

  1. Online: by completing the online stage 2 complaint form, which for security reasons is only available on the MOD Intranet. To access the form, copy and paste the following URL into your browser address bar when logged on to the Defence Intranet: http://defenceintranet.diif.r.mil.uk/libraries/3/Docs1/20150612.1/DIO-SD-Accn-Stage2-Complaint-Form.xsn
  2. Email: by emailing the DIO Customer Service Team setting out your stage 2 complaint so that you include:
  • the stage 1 complaint reference number;
  • your name and telephone number;
  • the SFA address relating to your complaint;
  • why you are not happy with the result of your stage 1 complaint;
  • what desired outcome or remedy you are seeking.

Any emails not containing all of this information will not be accepted by the Customer Service Team. Please send your email to: DIOSDAccn-Stage2NOREPLY@mod.uk.

  1. by writing to the DIO Customer Service Team setting out your stage 2 complaint ensuring you include the information highlighted above.

Customer Service Team
DIO Service Delivery Accommodation
Ground Floor, Mail Point No. 4
Swales Pavilion
RAF Wyton
Cambridgeshire
PE28 2EA

If you make a stage 2 complaint, DIO will have access to your stage 1 complaints details and records, so you do not need to re-submit the full details of your complaint.

DIO will acknowledge it within 3 working days and provide you with a reference number. An investigation will then be carried out, however there is no standard response time due to the need to further investigate complaints that vary in nature and complexity.

 

Stage 3 – Independent Housing Review Panel

If you are not satisfied with the response you receive at stage 1 and stage 2, you can escalate your complaint to the Independent Housing Review Panel by writing to:

Independent Housing Review Panel
People Accommodation
Ministry of Defence
Floor 6, Zone N
Main Building
Whitehall
London
SW1A 2HB

* Due to COVID-19, the panel team are unable to retrieve any of the stage 3 housing complaint letters. Please kindly redirect your communications to People-Accom-ACRP-Stage3@mod.gov.uk.

 

Posted on: 3rd July, 2017
Updated on: 6th April. 2020