Question to the Ministry of Defence:

To ask the Secretary of State for Defence, what key performance indicators are included in the national management contract for housing allocations, repairs and maintenance held by Pinnacle Group for service accommodation managed by Annington Homes.

All UK Service Family Accommodation (SFA) properties are managed by the Defence Infrastructure Organisation (DIO) under a number of contracts within the Future Defence Infrastructure Services (FDIS) framework.

Repair and maintenance work is handled by the Regional Accommodation Maintenance Service (RAMS) contracts held by Amey and VIVO.

Pinnacle hold the National Accommodation Management Service (NAMS) contract. They are responsible for housing allocations and triaging repair and maintenance requests received via their National Service Centre and passing these on to Amey or VIVO.

Pinnacle's performance is measured against a total of four Key Performance Indicators (KPIs). Two are for housing allocations: (1) processing applications and allocating Service Family Accommodation (SFA) within 15 working days, and (2) Overall customer satisfaction, with a further two for their National Service Centre, the (3) percentage of Emergency Response notifications passed to RAMS suppliers within 10 minutes, and (4) percentage of Reactive Maintenance Service Requests correctly triaged and passed to RAMS suppliers.