Pinnacle Service Families Contact

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Ourdedicated team of Housing Officers work across the UK to deliver services for you and your family in and around your home. Hopefully you have already met your local Housing Officer and have developed a relationship with them. They are there to help you, particularly at key times in your home such as move in and move out.

Whilst we do not give personal details for our teams of Housing Officers, if you do need any support or help please contact us in the ways listed above. If your query is complex, or requires additional support, we will make sure your Housing Officer knows and they can then contact you or visit to help.

Families who have contacted us about missed appointments will start to be contacted by VIVO this weekend to apologise and agree a new appointment. The first families should also start to receive compensation early next week.

They have given Pinnacle a contract to run the National Service Centre, which is where you call regarding any issues with your home, or about home allocations. We are also responsible for the Housing Officers who visit you in your home.

The DIO also have contracts with Amey and VIVO to carry out any repair and maintenance issues in your home, including bringing properties to the required standard before a new family moves in. When you call the National Service Centre we will allocate these jobs to appointments given to us by Amey and VIVO.

Welcome to Pinnacle Family Services. We are a leading provider of home- and community-based services and programs for at-risk youth and their families. Our programs include therapeutic foster care for mental health, dual diagnoses (mental health and developmental disabilities) and medically complex individuals, family preservation in home services, school-based services and juvenile offender programs. Our company was founded in 1993 and is headquartered in Raleigh, North Carolina.

In North Carolina, we are designated as a Critical Access Behavioral Health Agency (CABHA). We also maintain a Commission on Accreditation of Rehabilitation Facilities (CARF) three-year accreditation.

Pinnacle Family Services is a credentialed provider in North Carolina offering Family Centered Treatment services. Family Centered Treatment (FCT) is a best practice, evidence-based modality of home-based treatment that was developed by practitioners over a several decades.

The Defence Infrastructure Organisation (DIO) manages around 49,000 homes in the UK on behalf of the MOD and is also responsible for planning for future requirements and targeted improvement programmes.

DIO operates four Regional Accommodation Maintenance Services (RAMS) contracts which provide statutory and mandatory checks, repair and maintenance services and the preparation of allocated homes for Service families. Amey Community Ltd manage the Northern and Central regions and VIVO cover the South East and South West.

On behalf of DIO, Pinnacle Group Ltd operate our UK National Service Centre through the National Accommodation Management Services (NAMS) contract. This provides a single point of contact for requests from families living in Service Family Accommodation (SFA) including raising repairs and maintenance issues, the allocations of homes and conducting move-in and move-out appointments. Contact details can be found on the Pinnacle Service Families website. Pinnacle also provide DIO with consolidated management information, which DIO uses to manage the four regional contracts directly.

Ideal has designed a retrofit kit for the impacted boilers to be installed. It is expected that the roll out for this equipment will take between 4 to 8 weeks, with the estimated time to install the retrofit kit being 30 minutes.

Ideal will be directly contacting families to undertake warranty repairs in line with the recall notice. There is no action for families to take, however, should you have any questions please call Ideal free of charge on 0808 175 9173.

A cold weather alert has been issued for parts of the UK next week, with colder temperatures expected and the potential for snow. DIO and our suppliers have provisions in place to ensure we are prepared to provide the right level of support for families.

Large sites: two defence training sites will be used to accommodate ARAP families for short periods as they arrive from overseas, and before moving to leased SFA or commercially sourced accommodation.

Transitional SFA: SFA to be used for around six-week periods to accommodate ARAP families arriving from overseas. As above, this will provide temporary accommodation for ARAP families while settled accommodation is sourced. It will operate on a rolling basis.

DIO recognises that this may cause some concern, and is developing ways to mitigate the impact on service families. This includes looking to replace some of the homes provided for ARAP families with newly purchased homes for service personnel and their families to increase capacity.

Cultural leaflets will also be disseminated to service personnel and their families to help them understand more about the ARAP families moving in. If you wish to volunteer to assist in integrating neighbouring Afghan families into the community, the Government Afghanistan Housing Portal offers guidance on how people, organisations and businesses can offer support.

DIO acknowledges that repeatedly removing surface mould is not a long-term solution for families and so it has worked with its maintenance contractors, Amey and VIVO, to look at the root causes of damp and mould in detail.

These works are backed by 29 million of investment and will tackle the most severely affected homes first. In some cases, these works should be sufficient to resolve the issues, but in others more substantial works will be required.

If you have reported a damp and mould issue, you will receive a letter two to three weeks before work begins at your home which will confirm dates, details of how appointments will be booked in, and who to contact if you need further information.

Unfortunately, not all works will happen straight away, and some families will be waiting longer than others. In the interim, if you see damp and mould reoccurring, you can request further first responder visits to ensure it is kept to a minimum by calling the National Service Centre (NSC) on 0800 031 8628.

More information on how to reduce condensation in your home which can help prevent damp and mould can be found here: A guide to preventing condensation, damp & mould. If you need to report damp or mould for the first time, call the National Service Centre on 0800 031 8628 to raise a report and undergo an initial assessment of the issues in your home.

Further work will be required beyond the 12-month plan if DIO is to fully address the causes of damp and mould in Service family homes. It is estimated that this will take two or three years and will require significant investment in addition to current funding. DIO is working to secure the additional funding required to build on the 400m additional funding announced in the Defence Command Paper Refresh for SFA over this financial year and next.

DIO is committed to keeping families up-to-date as works progress across the SFA estate. Please see the Frequently Asked Questions document for further information: Damp and mould works FAQs (PDF, 155 KB, 1 page).

DIO and its suppliers are undertaking an important programme of works to carry out Landlord Gas Safety Inspections (LGSIs) across the SFA estate. This programme of works will commence on 22 May 2023 and is scheduled to complete by the end of June 2023.

You will be notified via letter if you are impacted. For families with short notice appointments during the week commencing 22 May 2023, you may also receive a telephone call and email from the suppliers.

It is vital that VIVO/Amey and their sub-contractors are allowed access to your home to carry out these inspections to ensure your family and neighbours remain safe. The Chain of Command across all three Services is supporting this programme and has agreed for Service personnel to make their SFA their place of duty on the day of appointment except where they are on essential duty elsewhere. DIO staff and unit staff have worked together to ensure that visits are planned around unit commitments wherever possible.

LGSIs are required by law for all occupied rented homes and LGSI certificates need to be renewed every 12 months. It is vital that the engineer can access your home to conduct this mandatory safety inspection, providing access for this important safety visit is one of the terms of your licence.

If you live in a home where your electric and/or gas is supplied by the MOD, you cannot request to change the meter. However, DIO is planning a programme of meter replacements to these homes to be delivered when other significant electrical works are also carried out in the SFA.

CAAS surveys are important as they ensure service family homes are safe for occupation and that the correct CAAS Band charge is being applied. The data gathered at CAAS surveys will also identify what works are required at that address and will inform future upgrade and improvement programmes.

We encourage families to book your Pre-Move-Out (PMO) appointment at least one calendar month before your potential Move-Out date. This will allow sufficient time to prepare your home to the Move-Out standard. It will also help to ensure that the Housing Officer can identify any potential works that need to take place in your home before a new family move in. The booking of PMO appointments is predominantly via the e-1132 system on a self-serve basis. We thank you for your co-operation.

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