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/cooking facilities – if there is a total loss of heating facilities (where temporary heating is provided) or 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)
Incorrect Tradesperson £30 high street voucher
Total Loss of Heating £20 per 24 hours (paid in cash via bank transfer)
Total Loss of Cooking facilities £25 per person (+13yrs) per night £10 per person (under 13yrs) per night (paid in cash 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.

You must submit your request within 28 days of the date the issue occurred 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.