Question to the Ministry of Defence:

To ask the Secretary of State for Defence, what assessment he has made of whether Pinnacle is providing an adequate service to service families.

Pinnacle are the National Service Centre (NSC) for Amey and Vivo, delivering accommodation maintenance services to service personnel and their families living in Service Family Accommodation.

All suppliers' performance, including Pinnacle, remains significantly below the required standard seven months after the contracts entered service. For Pinnacle, performance is of particular concern as their call and email response times at the NSC and timescales for resolving complaints and compensation requests are significantly below acceptable levels.

In September 2022, the Defence Infrastructure Organisation directed all three Accommodation suppliers, including Pinnacle, to submit Rectification Plans. The objective being to demonstrate rapid early improvement and to be at or close to the Acceptable Level of Performance by the end of 2022. In response to this, Pinnacle have invested additional resource and processes to improve performance.