Customer FAQs

Who is HomeSafe Alliance?

HomeSafe Alliance is the exclusive household goods move manager for U.S. military members, DoD civilians, and their families under the new military move program called the Global Household Goods Contract (GHC). HomeSafe is ushering in a new era of military relocations with our mission to deliver exceptional home moving experiences to our nation’s heroes!

HomeSafe provides an innovative technology platform called HomeSafe Connect for service members to seamlessly navigate every stage of their moves. Service members can also count on HomeSafe’s customer care, available 24 hours a day and seven days a week, via call, text, email, or live chat.

HomeSafe manages a network of commercial moving companies that perform pack, load, transportation, delivery, and storage services. HomeSafe thoroughly vets all service providers before they join our network to ensure they share our commitment to delivering the highest-quality moves to military families. Many of our service providers are small, local businesses.

HomeSafe is a joint venture led by KBR, a highly trusted government contractor that delivers science, technology, and engineering solutions around the world. KBR has a longstanding history of successfully fulfilling DoD contracts and proven expertise in global supply chain management, including accommodating some of the most remote military locations in the world. 

 

Why did the DoD move to a Global Household Goods Contract?

The Global Household Goods Contract (GHC) was designed to provide the DoD with a new model for moving personal property. This new program aims to fix long-standing limitations and improve the relocation experience for service members, DoD civilians, and their families. The transition to the GHC is focused on improving the dissatisfaction customers experience under the legacy program by providing enhanced communication support, modern digital management systems, a simplified claims process, and optimization of moving industry resources.

 

When will HomeSafe start providing moves for military families?

HomeSafe is thrilled to be performing household goods moves as of April 2024! We are managing only certain moves right now, as the government phases in the new GHC program. The GHC phase-in will continue in new locations until HomeSafe eventually manages all domestic military moves. International moves under HomeSafe will begin as soon as September 2025. 

 

Are your moving services available in my area? 

HomeSafe’s services are currently available in select go-live locations as the GHC is phased in. More locations will come online soon! For the official list of installations that are awarding GHC shipments, visit Military OneSource.

 

Can I choose to move with HomeSafe? 

During the current GHC phase-in process, only certain moves at GHC go-live locations are eligible for HomeSafe’s program. If your move qualifies, the government may assign HomeSafe to manage your move. Once GHC is fully phased in, HomeSafe will manage 100% of military moves, and you will be automatically assigned to move with HomeSafe. 

 

How do I know if my shipment will be moved under GHC? 

According to US Transportation Command, you will visit the Defense Personal Property System, or DPS, to schedule a shipment. You will answer a series of questions to determine if your shipment request will be carried out under GHC or the legacy military move program.

If your shipment is selected to move under GHC, you will use two new online platforms in place of DPS: the DoD’s MilMove and HomeSafe’s HomeSafe Connect. Both systems can be conveniently accessed any time via a desktop or hand-held device. In MilMove, you will upload permanent change of station orders, share contact information, and initiate a shipment request. In HomeSafe Connect, you will manage your move throughout each stage: the pre-move survey, the pack, load, and delivery services, and – if necessary – the claims process. HomeSafe Connect offers in-transit visibility functions which allow you to track the status of your move in real time, including more precise estimated arrival and delivery times. 

 

How can I contact HomeSafe?

Once you are assigned to move with HomeSafe, you will receive a welcome letter from your assigned expert move counselor who will serve as your single point of contact throughout your move. You can communicate with your move counselor via your channel of choice: phone, email, text, or live chat in our HomeSafe Connect platform. HomeSafe’s Customer Care Team is available to you 24/7 to answer questions and resolve concerns.  

 

What are the benefits of moving with HomeSafe? 

HomeSafe drastically elevates the quality of service you and your family will experience during your household goods moves. We are committed to delivering exceptional move experiences with the following offerings:

  • 24/7 customer service with enhanced communication through your channel of choice: phone, text, email, or live chat.
  • HomeSafe Connect, our state-of-the-art technology platform, which is your personalized move portal for planning, accessing valuable move information, and receiving updates during every stage of your move.
  • In-transit visibility functions which allow you to track your move and geofencing technology which provides a real-time map of your moving crew’s progress once they move within 10 miles of your home.
  • Access to the names and photos of your moving crew members before they arrive at your door.
  • Innovative technology options to streamline the move process, including the following: a virtual pre-move survey option (link) that lets us plan for your move via video call, our Weight Wizard tool (link) that empowers you to stay within your entitlement allowance, and our digital inventory (link) that accurately catalogues all your belongings. 
  • Our innovative digital claims management system provides a much clearer, easier process for navigating any claims you need to make. 

 

How does HomeSafe make sure I receive quality service? 

HomeSafe holds ourselves and our partners to the highest standards to make your move as efficient and seamless as possible. We thoroughly vet service providers before they can enter the HomeSafe program. Through our HomeSafe Academy, we train providers to ensure you receive the best service. Then, we score providers for every move they perform as part of our commitment to making every relocation better than the last. For a deeper look at how we vet, train, and grade service providers, please see our High Quality Service Fact Sheet.

 

Does HomeSafe require background checks for the crew members who enter my home? 

Yes, HomeSafe requires our service providers to perform background checks on all crew members who interact with our customers or their property. 

 

How does HomeSafe keep my personal information secure? 

HomeSafe uses the highest security standards to ensure your personal information is protected on our platform HomeSafe Connect throughout your move. You will use the secure identity management tools of Okta to sign onto HomeSafe Connect. See our guide for setting up your Okta account here.

The service providers who perform your move also use Okta to ensure that their identity is verified and that all communications are secure. Your moving crew uses a cloud-based app to perform your move, and when service is complete, your detailed move data is cleared from the crew’s device. 

 

How can I file a claim with HomeSafe?

HomeSafe works to ensure your household goods are handled with care, but in the unfortunate event that something goes wrong, we will quickly make it right. We offer a streamlined claims process to make your experience as stress-free as possible. If an item is missing or damaged, you can use your digital inventory inside the HomeSafe Connect platform to easily file your claim. For an in-depth look at our claims process, please see our Claims Fact Sheet.

 

How do I share feedback about my moving experience under GHC?

If you need to give immediate feedback about a concern during your move, please contact your HomeSafe expert move counselor. HomeSafe Customer Care is available 24/7.

HomeSafe highly encourages you to complete the Department of Defense’s Customer Satisfaction Survey (CSS) which the government sends to military members to evaluate the quality of their move services. We use the survey results, in addition to other scoring criteria, to grade our service providers and ensure the best moving companies receive the most opportunities to serve military families. HomeSafe has received wonderful survey feedback from service members

  • “One of the best moves we've experienced in my 16 years in service.” - U.S. Navy member
  • “In 26 years of service and almost 20 moves, this was hands down THE best crew I've had the pleasure of moving me.” - U.S. Marine
  • “They were extremely professional and took great care of our personal items. We can't believe how much time and detail they spent both packing and labeling items.” - U.S. Navy member
  • “I met the whole crew which were great guys with great attitudes who did a fantastic job on packing and time and organizing. Overall was a very easy process and I’m satisfied with the care they gave me.” - U.S. Marine
  • “Hands down the best moving company. Would have them move my stuff every time. Professional, super nice, wrapped everything neat and fast.” - U.S. Marine 
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