Pinnacle Service Families

@mrswrighty2014 Good Morning, we are really sorry to hear about the issues you have been having with the leak in your shower. Please can you DM us with your full name and address so I can look into this and provide you with an update regarding the repair? Many thanks, Holly.

@PinnacleSF My husband reported a leaking shower 2 days ago and nobody has attended or updated us. Due to disabilities, the shower is my only accessible washing facility. This situation is now impacting my basic daily needs.

@LGordon113 Hi Laura, please can you DM me your details including your full name and address so I can look into whether you can receive new glass for more than one window? Many thanks, Holly.

@PinnacleSF have mold and condensation in all windows due to them having no argon gas, we were told we should receive replacement glass for the windows. We have now recently been informed that we are only getting it for 1 window. As we have a new baby can we do anything about it?

@LGordon113 Good Afternoon, Pinnacle no longer provides baby gates, but you can buy and install your own if you wish to do so. You can leave them behind on move-out if they are in good working order. If you remove them, you must repair any damage caused by them before move-out. Thanks, Holly

@PinnacleSF Do you supply baby gates or is that something that I can buy and install myself? If we installed them would we be charged if we left the property even though this would be for safety for our baby.

@EmertonKatrina @mod_dio @The_AFF @SSAFA_NYorks Good morning Katrina, I am sincerely sorry for the condition of your cooker at your March move‑in and the communication during your 14‑day assessment. I’ve spoken with your Housing Officer, who confirms an operative will attend today between 11:00–12:00. Many Thanks Craig

Raised this disgusting cooker at March in. Told by HO it was acceptable standard!! 🤢 Raised on 14 day report and told because we signed for it nothing we can do. Just wondering if you’d want to come for dinner while we discuss? @mod_dio @PinnacleSF @The_AFF @SSAFA_NYorks

@rees_sarah0212 @AmeyLtd Good afternoon Sarah. I’m very sorry to hear about the immersion heater issue that has left you without hot water. I’ve spoken with your partner and DIO RAMS provider AMEY, and agreed to call tomorrow at 08:30am to progress a resolution. Many Thanks Craig

@PinnacleSF @PinnicleSF @AmeyLtd Still no response!! Not an emergency apparently?!! 48 hour call out?!! Shambolic! Disgusting service!!

@PinnacleSFA @AmeyLtd No hot water + immersion fault tripping electrics. Logged as emergency (medical). Given Tues appt (3 days). I have Hashimoto’s & can’t tolerate cold = no usable washing. What’s being done TODAY?

Following feedback from military families, we’ve updated the Defence Homes Colour Palette to include light pink shades, giving families even more freedom to personalise their homes. Read more: defencehomes.mod.gov.uk/2026/04/09/new… #PatchHacks #MilitaryHousing

@TommoDolFan Thanks very much for your kind feedback – it’s genuinely appreciated. I’m pleased Craig could help get everything resolved. I will forward your feedback to him. Many thanks, Terri

@PinnacleSF usually I'm the first to moan... but Craig, you smashed it mate. Thank you for getting everything squared away!.

📣 Just one week to go! Our next Virtual Outreach Day is happening next Wednesday, 8th April 💻👋 If you're living in Service Family Accommodation and need help with allocations, repairs, or housing queries, this is your chance to speak directly with our team via Microsoft Teams - for tailored support, wherever you are. 🔗 Reserve your spot now: lnkd.in/emEuWFeY This session is part of our ongoing commitment to making housing support accessible, flexible, and responsive to your needs. Prefer to speak with us in person? We’ve got you covered: 🏣 Open office events: lnkd.in/eDHp9ADU 🏘️ Housing clinics: lnkd.in/euXTEjQT Whether online or face-to-face, we’re here to help. #ServiceFamilies #HousingSupport #VirtualOutreach #CommunityEngagement #MilitaryHousing #AccessibleSupport

@LauraMDietz Morning Laura, Thank you for your time on the phone today. As agreed during our call, I am now liaising with VIVO to arrange a permanent resolution for your guttering. I will contact you directly as soon as I have an update. Many thanks, Craig

@PinnacleSF one of your complaint team is ghosting me…how do I get this sorted? Or do I need to raise a complaint about her?!

We’ve seen recent reports across social media of scam callers impersonating Pinnacle and other @mod_dio contractors. These callers are asking for personal details such as your address, property type or home‑ownership status - and some become aggressive when challenged. Given the potential risk, we’re issuing a reminder to all families to stay alert and always verify a caller’s identity. If you receive an unexpected call claiming to be from Pinnacle or a DIO contractor: ✅ Do not share personal information ✅ Ask for the caller’s name and team ✅ Check for appointment confirmations or official contact numbers ✅ Genuine staff will always carry ID badges when attending your property These reports have been shared with the relevant teams, including the Royal Military Police, and awareness is being raised across partner organisations. Please feel free to share this message within your local community to help keep everyone informed and safe. #ServiceFamilies #MilitaryHomes #ScamAwareness #CommunitySupport

@GladysSM1922 @LukePollard Hi, we are really sorry to hear that you have mould in your garage and we would really like to help. Please can you DM us with your full name and address so we can look into the issue for you? Many thanks, Holly.

@moorzsam2002 @mod_dio Good morning Samantha, Thank you again for your time on the phone yesterday. I understand that VIVO attended yesterday afternoon. I am liaising with both VIVO and DIO today, and once I have further information I will contact you with an update. Kind regards, Craig

@PinnacleSF @mod_dio apparently this is a “habitable” house for a family with 2 young children and one with respiratory issues.Carpet and underlay moulded, 3 weeks no investigation.Mould in multiple rooms just wiped down and painted over, just for mould to grow back within days.

Good afternoon, Samantha. I’m really sorry to hear about the damp and mould issues you’re experiencing at your property. When you have a moment, could you please send me a direct message with your address and the best contact number for you? Once I have those details, I’ll be able to engage with DIO’s Regional Accommodation Maintenance Services (RAMS) provider, VIVO/Amey, to help get this resolved for you and your family as quickly as possible. Many thanks, Craig

Good morning Ieuan, I’m sorry to hear about the issue with your garage door, and I appreciate your time on the call this morning. I am currently liaising with DIO’s Regional Accommodation Maintenance Services (RAMS) provider, VIVO, to arrange for an engineer to attend this afternoon as agreed. I will keep you updated directly. Many thanks, Craig

If anybody wants to see how @PinnacleSF value people's personal possessions, this is my broken garage door, that can't be shut but according to pinnacle this isn't a priority job.

@DanielSmowton Hi, we are sorry to hear that you are unhappy with the repairs that have been carried out to your garage. Please can you DM us with your details including your full name and address? We will look into this for you and do everything we can to help. Many thanks, Holly.

@PinnacleSF any chance of a decent repair? I’ve now got to look out my window at this horrendous workmanship

@DawnLearmouth Good afternoon Dawn, My apologies for the incorrect information on your gas safety letter. I have tried to contact you and have left my email address so you can reach me directly. This will allow me to look into the matter further for you. Many thanks, Craig

@PinnacleSF received a letter in the post about an appointment next week for a gas safety inspection. The letter inside is addressed to the occupier of an address in Elgin, that’s a slight issue as we live in Penicuik 🤔

A quick reminder: please make sure ovens, hobs and extractor fans are cleaned regularly and thoroughly. Across several regions @mod_dio's maintenance contractors have seen incidents where a build‑up of grease and debris has led to kitchen fires. These are preventable, and a few simple habits can make a big difference to keeping your home - and your family - safe. 🔥 Keep your kitchen safe by: • Wiping down hobs after each use • Cleaning ovens and trays regularly to remove grease • Washing or replacing extractor fan filters as needed • Keeping the area around the cooker clear of clutter • Reporting any faults or concerns straight away by calling 0800 031 8628 These small steps help reduce fire risks and keep homes safe for everyone. #HomeCare #MilitaryHomes #KitchenSafety #MilitaryFamilies

📣 Just one week to go! Our next Virtual Outreach Day is happening next Wednesday, 11th March 💻👋 If you're living in Service Family Accommodation and need help with allocations, repairs, or housing queries, this is your chance to speak directly with our team via Microsoft Teams - for tailored support, wherever you are. 🔗 Reserve your spot now: lnkd.in/emEuWFeY This session is part of our ongoing commitment to making housing support accessible, flexible, and responsive to your needs. Prefer to speak with us in person? We’ve got you covered: 🏣 Open office events: lnkd.in/eDHp9ADU 🏘️ Housing clinics: lnkd.in/euXTEjQT Whether online or face-to-face, we’re here to help. #ServiceFamilies #HousingSupport #VirtualOutreach #CommunityEngagement #MilitaryHousing #AccessibleSupport

@TommoDolFan @VIVODefence Good Morning, we are sorry to hear that you have had no update on your outstanding repair. Please can you DM us with your full name and address so we can look into this for you and give you some more information? Many thanks, Holly.

@PinnacleSF @VIVODefence 2 months now waiting for an update on a job. Sent emails etc, but had no reply. Any chance of an update please?

Hi Laura, Thank you for bringing this to our attention. I’m sorry for any frustration or inconvenience this situation may have caused. I can see that Craig has been in contact and resolved the issue for you. We will also ensure this feedback is shared with the DIO Repairs and Maintenance Service Centre and our Repairs Helpdesk so that your concerns are fully reviewed. Many thanks, Jaymie

@PinnacleSF why do you bother asking for unavailable dates on the repair form when you just ignore them? Or do you ignore such dates so you can maintain KPIs?