If you are not satisfied with the level of service you receive or the repairs to your home you should record the problems with Pinnacle and give as much detail as possible to allow them to resolve the issue promptly.

SFA complaints and feedback

This infographic illustrates the service accommodation feedback and complaints process.

RAFFF Housing Repairs and Complaints Infographic

Repairs

A repair needs to be requested before a complaint can be made.

Reporting routine repairs

To report a routine, or non-urgent, repair for your accommodation, contact Pinnacle: 0800 031 8628 (option 1)

Reporting critical repairs

For critical repairs, emergency or urgent, contact Pinnacle: 0800 031 8628

When requesting a repair, you need to be aware of the different categories of repairs and response times:

  • Emergency – An Amey or VIVO engineer will be with you within 2 hours to carry out a temporary repair, make things safe and prevent further damage. Once the situation is safe a repair will be booked.
    Examples of an emergency repair include a burst pipe that isn’t helped by turning off the water supply or a gas leak.
  • Urgent – An Amey or VIVO engineer will be with you as soon as possible or within 48 hours.
    Examples of urgent repairs include, loss of mains water, loss of electricity (not caused by power cut), no hot water or central heating or collapsed ceilings.
  • Routine – An An Amey or VIVO engineer will be with you within 12 working days to make a repair.

SFA complaints process

If you are dissatisfied with response times or how a repair has been handled you need to log a complaint by following the process below:

  • Stage 1 – Raise the complaint with Pinnacle

    Via the website: www.pinnacleservicefamilies.co.uk/complaints/

    By Phone: 0800 031 8628 between 08:30 – 16:30 Monday to Friday.

    By email: [email protected]

    If you are unhappy with the response or resolution offered, escalate to a stage 2 complaint.

  • Stage 2 – Escalate the complaint to DIO

    Via the interactive form (MOD system only)

    By email: [email protected]

    Please note: a stage 1 complaint must be raised before raising a stage 2 complaint

    If you are unhappy with the response or resolution offered, escalate to a stage 2 complaint.

  • Stage 3 – Escalate complaint to Accommodation Complaints Review Panel

    By email: [email protected] 

    By post:

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

    Note: you will need to have a Complaints Reference Number and a ‘letter of closure’ following stages 1 and 2.

Compensation claims

You may be entitled to compensation if you have experienced any of the following;

  • Missed appointments
  • Failed Move In
  • Incorrect tradesperson
  • Total loss of heating
  • Total loss of cooking facilities
  • Temporary accommodation

Please submit your request by completing the appropriate form the customer service team will investigate and respond within 20 working days. Please claims need to be submitted within 28 days of the date the issue occurred, or the request will be out of scope and cannot be investigated.

More information, including rates of compensation, can be found on the Pinnacle Website >

Information on Claiming Compensation Under Common Law

Complaints Update

Leaving a compliment

Hopefully any issues with your home are resolved quickly and on the first visit by an engineer – If you feel any member of staff has done something worthy of recognition please follow the link to Pinnacles site and leave a compliment.