Guide to accommodation repairs, feedback and complaints

Wednesday 19th July 2023

Our Service accommodation feedback and complaints process infographic has been updated to reflect changes in the accommodation contract.

The infographic guides those living in Service accommodation through the process of reporting repairs, non-urgent and critical, providing positive feedback and registering complaints. Following changes to the accommodation contract, the infographic has been updated to reflect the current contractors and contact information.

RAFFF Accommodation repairs, feedback and complaints process 2023

Click image to open as a PDF

How request Service accommodation repairs

To report repairs contact Pinnacle on 0800 031 8628 (option 1) – the repairs line is manned 24/7.

How to share positive feedback

To provide positive feedback contact Pinnacle on 0800 031 8628 (option 4).

How to log a complaint

If a satisfactory resolution to your repair request is not reached a complaint needs to be raised with Pinnacle in the first instance (stage 1) – this can be done by calling Pinnacle’s National Service Centre on 0800 031 8628 (08:30 – 16:30 Monday to Friday), on the Pinnacle website or by emailing [email protected]

To escalate a stage 1 complaint (to a stage 2 complaint) you need to contact Defence Infrastructure Organisation (DIO) directly – this can be done using an interactive form (from an MOD system only) or by emailing the DIO Customer Service team quoting the stage 1 complaint reference, your name and telephone number, the SFA address, why you are not happy with the result of your stage 1 complaint and the desired outcome.

If you are still dissatisfied with the outcome, you log a stage 3 complaint with Accommodation Complaints Review Panel by emailing [email protected]. In order to log a stage 3 complaint you will need a complaints reference number and a letter of closure.

What if I am not satisfied with the outcome?

If you are dissatisfied with the outcome of the complaint or you a struggling with the process use the Contact Us button to share your experience with us. We have two Accommodation Specialists that can provide support and guidance with accommodation and housing problems.

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