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
A full guide on Raising a Complaint can be found at the DIO webpage: How do I make a complaint? – Defence Homes
SFA complaints process
If you’re unhappy with response times or how a repair has been handled, you can raise your issue at the following page: Complaints – Pinnacle Service Families
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
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.
