Compensation
When things go wrong
Pinnacle administer the Defence Infrastructure Organisation’s (DIO) compensation schemes. You may be entitled to compensation under one of DIO’s compensation schemes if you have experienced;
- Missed appointments where the tradesperson did not attend in the timeframe committed to and did not inform you that they were running late or unable to make the agreed timeframe. This excludes external works where access is not required.
- Incorrect Tradesperson – If the wrong tradesperson arrives to attend a repair you have reported who is not suitably qualified to fix/make good the issue and has to arrange for a second visit by the correct tradesperson.
- Failed move in – if during your move in experience there was a significant defect resulting in a habitable or non-habitable fault.
- Total loss of heating – if there is a total loss of heating facilities.
- Total loss of cooking facilities – if there is a total loss of cooking facilities.
- Hotel subsistence – if you are moved into a hotel as a result of an issue with your SFA.
Please see below the current rates of compensation
| Type of Compensation | Rate of Compensation |
|---|---|
| Missed Appointment | £30 high street voucher |
| Failed Move in | Up to £100 high street voucher (significant disruption) |
| Temporary Accommodation Subsistence | £25 per person (+13yrs) per night £10 per person (under 13yrs) per night (paid in cash via bank transfer) Subsistence will only be provided for temporary accommodation without cooking facilities. |
| Incorrect Tradesperson | £30 high street voucher |
| Total Loss of Heating | £20 per night (paid via bank transfer) |
| Total Loss of Cooking facilities | £25 per person (+13 years) per night, £10 per person (under 13 years) per night (paid via bank transfer) |
We’ve made some changes to the way we support families through their claim for compensation. Please take time to review the guidance notes on each page before submitting your claim.
All claims must be made within 28 days of the date the issue occurred, apart from Loss of Heating which must be made within 3 months, or the request will be out of scope and cannot be investigated. If you are unable to submit a form, please get in touch with the team.
Click on the links below to access the relevant forms.
Compensation claims for personal injury or damage to personal belongings are not within the scope of the compensation scheme. Common law claims can be submitted to the MODs claims administrators, Topmark Claims Management Solutions, at mod.newliabilityclaims@davies-group.com for new claims and modexistingliabilityclaims@davies-group.com for existing claims.
PFI properties are not eligible for compensation.
Any personal data submitted via this form shall be processed fairly and lawfully in accordance with the principles and requirements of the UK GDPR and our Privacy Notice: Privacy and Cookies – Pinnacle Service Families
Click the button below to submit any claim relating to appointments:
Missed appointments – where the tradesperson did not attend in the timeframe committed to and did not inform you that they were running late or unable to make the agreed timeframe. This excludes external works where access is not required.
Incorrect tradesperson – If the wrong tradesperson arrives to attend a repair you have reported who is not suitably qualified to fix/ make good the issue and has to arrange for a second visit by the correct tradesperson.
Failed Move in – if during your move in experience there was a significant defect resulting in a habitable or non-habitable fault.
You can access the form by pressing the button below. This has changed recently. The form will provide you with a reference number immediately after submission.
You will need to validate your email address before you claim is submitted.
You will receive automated notifications from our compensation system. These will come from “Paytia on behalf of Pinnacle”, the address they are sent from is no-reply@pay729.net You many need to check your spam folder for these.
Where approved, you will receive a high street voucher e-code that can be redeemed with Love2Shop.
Use the form below to submit any request for compensation where there was a total loss of heating. This scheme applies only to those living in Service Family Accommodation (SFA).
You can access the form by pressing the button below. This form will provide you with a reference number immediately after submission.
You will receive automated notifications from our compensation system. These come from “Paytia on behalf of Pinnacle”. The address they are sent from is no-reply@pay729.net You many need to check your spam folder for these.
Where approved, you will receive a monetary credit to your nominated bank account – you will be prompted to enter your bank details if your claim is approved.
Use this form to submit any request for compensation where there was a total loss of cooking facilities. This scheme applies only to those living in Service Family Accommodation (SFA). The loss suffered must be a complete loss of cooking facilities.
Your claim will be validated with information held by DIO’s repairs and maintenance suppliers (Amey in the north and central regions, Vivo in the south east and south west). Where approved, a member of the team will contact you to process your claim further.
Approved claims will receive a monetary credit to your nominated bank account – you will be prompted to enter your bank details if your claim is approved.
Use this form to submit any request for compensation where you were put up in temporary accommodation.
Subsistence will only be provided for temporary accommodation without cooking facilities.
The team who book your accommodation will ordinarily generate your compensation proactively. If that doesn’t happen, please use this form to notify us. This scheme applies only to those living in Service Family Accommodation (SFA).
Approved claims will receive a monetary credit to your nominated bank account – you will be prompted to enter your bank details if your claim is approved.
Temporary Accommodation Subsistence form
How long will it take to get a voucher ?
Once your claim is in our compensation system (Paytia) it is sent to the relevant responsible party to review (Amey, VIVO or Pinnacle). Each time the status changes on your claim you will be notified by email. If a valid claim is submitted and then approved, a voucher will be released within minutes of approval and will be sent to you via email. You can search for the words “voucher assign” in your inbox to filter the correct messages.
Why are emails coming from “Paytia on behalf Pinnacle” no-reply@pay729.net? How can I tell they’re genuine?
This is the system address used to generate all the notifications, they will always “cc” the relevant email address for the team in Pinnacle, and will always contain the reference number you were provided at the start of the claim. For appointment claims (missed appointments, wrong trades and failed move in appointments) we’ll never ask for your bank details as the claim is fulfilled by a high street voucher.
I have logged 2 claims for the same time/day but only one has been approved. Why?
The compensation scheme is valid for 1 claim per time slot. If you had 2 jobs booked for the same time slot, only 1 would be eligible for compensation
I have logged a claim for works outside my home, but it has been declined. Why?
External works, where access is not required are not covered by the compensation scheme.
My claim has been declined by DIO’s maintenance contractors (Amey/VIVO) but I have proof of a missed appointment? What do I do?
Email your evidence to compensation@pinnacleservicefamilies.co.uk quoting your claim reference number. Please ensure you send the evidence with the date it was sent visible.
I have tried to submit my claim but the submit button on the form is grey, how do I submit my form?
You cannot submit a claim until you verify your email address. Once you have verified your email address and filled in the relevant information you can submit your claim
When will I get an update about my claim?
You will receive an update about your claim when DIO’s maintenance providers have reviewed and updated your claim. Usually this will be within 20 working days.
My appointment was cancelled the day before my appointment. Can I claim compensation?
No. If 24 hours’ notice has been given of a cancellation you cannot claim for a missed appointment.
The engineer was late to the appointment, can I still claim compensation?
If the engineer fails to attend in the agreed appointment window and they haven’t informed you that they are running late, you can claim for compensation.
How will I receive my voucher?
Your voucher will be emailed to you from our compensation system, Paytia (no-reply@pay729.net)