Complaints

01   SFA/SSFA complaints process

Complaint topics

Areas for a complaint include, but are not specifically limited to:

1. Unresolved issues.
2. Impolite or unhelpful MOD staff and/or contractors.
3. Failure to achieve repair/works services in the contractual target time.
4. Unfair or inconsistent interpretation by contractors, or MOD staff, of accommodation policies or processes.
5. Failure to meet legal responsibilities/contractual obligations.
6. A decision which affects the occupant in an adverse way.
7. A failure to complete an agreed task.
8. Temporary deficiencies or reductions in amenities lasting for seven days or more.

Complaint submission timings

To effectively deal with complaints, it is necessary for them to be considered as close as possible to the date of the matter arising. Therefore, complaints are to be submitted within the timings detailed below. Complaints submitted outside these timings will only be considered if there are clear extenuating circumstances, such as deployments, training etc. Accepting complaints outside of these timings will be assessed on a case-by-case basis.

• Stage 1 – Submission within 28 working days of the incident.
• Stage 2 – Submission within 28 working days from receipt of the Stage 1 response.

If the complaint is related to a culmination of events/matters, then it should be submitted within 28 days of the last event.

Maintenance/Repairs and Allocations

Stage 1 complaints:

Stage 1 complaints about contractors, maintenance staff or allocation services are all handled by Pinnacle.

You can log a complaint via Pinnacle:

• Submit an online complaints form, and for details visit the Defence Homes website.
• You can also raise a complaint by calling 0800 031 8628 option 4.

You can log a complaint via Mears (if you are in SSFA);

• Call the Mears helpdesk on 0800 032 4547
• Email Mears at resident.complaints@mearsgroup.co.uk

Remember: when making a complaint, always ask for a complaint reference number so that you can be sure it has been logged and it can be tracked. Always ensure that you are clear about what outcome you are looking for and do include all relevant information, as should you need to go to a Stage 2 you will not be able to include anything not stated at Stage 1.

Stage 1 complaint handling

The circumstances of the submission will be investigated, and the contractor will then seek to resolve the complaint. Redress offered by Pinnacle or Mears could include an apology, or a commitment to resolve the matters within a set timescale. Pinnacle can offer compensation for missed appointments or failed (partial/full) move-ins through a voucher scheme that is administered separately to the complaint process. Stage 1 complaints will be closed by formal written response after any restorative action agreed by the contractor has been completed.

Stage 1 timings

Submissions will be acknowledged within 24 hours, or up to three working days if relating to Substitute SFA.  A response or update will be provided within 10 working days, with any subsequent updates within five working days.

Stage 2  complaints:

If your Stage 1 complaint has been closed but you are still dissatisfied, you can escalate your complaint to DIO within 28 days of the Stage 1 closure letter being issued by one of two methods:

1. Online – by completing the online Stage 2 complaint form (available on DII via a link in JSP 464 volume 1 at 9.3.7A).
2. Email – by emailing the DIO Customer Service Team setting out your Stage 2 complaint so that you include:

• The Stage 1 complaint reference number
• Your name and telephone number
• The SFA address relating to your complaint
• Why you are not happy with the result of your Stage 1 complaint
• What desired outcome or remedy you are seeking.

Any emails not containing all of this information will not be accepted by the Customer Service Team. Please send your email to: diordaccn-stage2noreply@mod.gov.uk

Stage 2 complaint handling

On receipt of a Stage 2 complaint, the DIO Customer Service Team and the Defence People Accommodation Policy Team will decide how to handle the complaint. Stage 2 complaints will be handled in one of the following three ways:

A. The complaint is accepted and will be managed by the DIO Customer Service Team. This is the most likely outcome where:

• The resolution provided at Stage 1 has not resolved the issues of the complainant.
• The complainant believes procedure and/or policy may not have been followed.
• The complainant believes key information has been overlooked.

B. The complaint is accepted and will be managed by an enhanced Stage 2 complaints panel.

The panel will consist of DIO Subject Matter Experts (SMEs), Accommodation Policy SMEs, Welfare SMEs, Accommodation Colonel Staff, and Service Community Support Officers. This is the most likely outcome where there are multiple complex procedural, delivery, policy, or technical aspects of the complaint.

C. The complaint is rejected. This is the most likely outcome where:

• The submission raises issues not mentioned in the Stage 1 complaint.
• The redress sought by the complainant cannot be provided through the special to type (STT) process.
• The submission is time-barred as it is outside the timeline for raising a Stage 2 complaint. DIO can only provide redress if it is within the scope of the Pinnacle or Mears contract. DIO will seek to resolve matters for the complainant but can only direct the contractor to conduct a specific action if this within the parameters of the contract.

Stage 2 complaints will be closed by formal written response after any restorative action agreed by the contractor has been completed.

Stage 2 timings

Submissions will be acknowledged within two working days of receipt.

DIO Customer Service Team-handled complaints – response within 10 working days from receipt or update if required.

Stage 2 panel – response within 30 working days.

Remember: when making a complaint, give as much detail as possible about the issue and be very clear about your desired outcome. You have to wait for each stage to be closed before you can escalate to the next level. You will not be able to go to a Service complaint unless you have been through both Stage 1 and 2 of the complaints process.

02   Pinnacle (Amey and VIVO) compliments process

To log a compliment for Pinnacle, Amey or VIVO staff, please use the following link pinnacleservicefamilies.co.uk/compliments

03   Agility/removals complaints process

All families are encouraged to submit feedback to Agility via the online survey form which is automatically issued by Agility and will be sent to the email address supplied by the serving person on the removals registration form. Any issues will be investigated by Agility and a response sent out to you. If you are not happy with the response, you are able to make a complaint using the Agility Complaint Form and then once completed, send it through to QualityControl@Agility.com; this will ensure that all complaints are registered and passed through its escalated issues procedure which ensures that Agility and DIO are made aware of any trends.

To assist in the accurate recording and subsequent performance measurement of complaints, users are to note the following:

• Users are to provide an enduring email address when registering their removals requirement, MODNET email addresses are recommended.
• Only complaints received via the established process will be recorded and used for performance measurement purposes, users seeking to adopt any other method to register a complaint will be politely requested to follow the established process.
• The complaints process is only to be used where users are dissatisfied with the removals service they have received, or with the response to any constructive feedback they have provided. It is not to be used to pursue grievances in respect of excess baggage reclamation charges, that remains a separate process administered by Front Line Command.
• Agility will acknowledge receipt of complaints received through the recognised and established process within 24 hours of receipt, providing a response on completion of its investigation.
• If the user remains dissatisfied with the investigation response, they can request the matter be escalated. Confirmation of such requests will be provided within 24 hours of receipt and the user will be contacted further following a senior level review of the complaint.
• Complaints are to be submitted within three months of the date of delivery of the consignment. Submissions received outside of this time window will not be investigated.

04   Top tips on how to complain

Top tips for a constructive complaint

1. Complain as soon as there’s a problem – get in touch with the organisation or company as soon as possible and follow their complaints procedure.
2. Be calm and clear – many organisations ask that you first make your complaint via the phone. Explain your situation calmly and clearly, stick to the facts and ensure you give them just the relevant information.
3. Ask to speak to a manager if necessary – if you feel that the person you are dealing with doesn’t understand your issues, or isn’t being helpful, try not to get angry but ask to speak to a manager or someone more senior.
4. Use the word ‘complaint’ – if you want action taken, ensure that you use the word complaint; otherwise the company may not record it as such, meaning they won’t take any further action.
5. Remember that your comments may be recorded – making a complaint via Facebook or email, may feel informal, but these are permanent records of your comments, so be aware of your language and tone. Also remember that any phone calls may be recorded.
6. What action do you want? – Do you just want them to acknowledge that they let you down or do you want something to happen? Do you want compensation?
7. Ask for a complaint timeline – ask for a clear timeline of how the complaint will be dealt with. This way you don’t need to keep calling to chase if they state that they have ten working days to reply, but you can also ensure they meet any timing guidelines they have.
8. Keep a timeline and details of your actions – keep a note of times and dates of phone calls and any names, as well as your complaint reference number. Websites such as tiki-toki.com allow you to create a clear timetable of your complaint.
9. Take photos – photos are a good source of evidence, especially for problems with damage with housing or products; make sure they are dated.
10. Work with others – if you are not the only one experiencing problems or issues, it is important that you all log the problem and complain to ensure that the organisation realise this is a wider problem. Contact AFF as we speak to lots of families and this enables us to spot trends.
11. Give them a chance – remember that the only way for things to get better is for people to let the organisations know something has gone wrong. However, we are all human and make mistakes, so give them a chance to put it right!

How do I write a letter of complaint?

• If possible, type your letter and print it off, otherwise ensure anything handwritten is easy to read and neat.
• Include all essential information, such as reference numbers, and ensure that you give up to date contact information.
• Keep the letter brief and to the point – clearly state the problem and what you want done about it.
• Include copies of any evidence, e.g. relevant documents or dates/times of relevant visits/phone calls.
• When emailing information, always request a read receipt and if you are sending by post always send it recorded delivery – never send originals.
• For particularly complicated complaints, consider asking for advice on writing it, such as from Citizens Advice or your Unit Welfare Office.

05   Compensation

If you live in the UK, you may be entitled to compensation if you have experienced any of the following;

• Missed appointments (providing no one called ahead to let you know there has been a delay)
• Failed move-in – if during your move-in experience there was a significant defect resulting in a habitable or non-habitable fault)
• 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.
• Emergency hotel stays – families can claim compensation to cover subsistence, including food. The rate of compensation in this instance is a £25 voucher per person (13 years or above) per night and a £10 voucher per person (under 13 years) per night. Pinnacle will administer the compensation automatically on behalf of Pinnacle, VIVO or Amey. Once details such as the number of people, ages and email addresses have been agreed by the family and Pinnacle, compensation will be sent to you via email within five working days.
• Total loss of heating.

Please submit your request by emailing Pinnacle, see pinnacleservicefamilies.co.uk/contact-us or submit the compensation form on the Pinnacle website (AFF currently advises that you take a screen shot of the form before you submit it along with the acknowledgement of receipt which will pop up on the screen) and a member of the customer solutions team will investigate and respond within 20 working days. Please be aware you must submit your request within 28 days of the date the issue occurred or the request will be null. Compensation is paid in the form of Love2Shop vouchers. The e-vouchers can be used at a wide range of retailers which now includes supermarkets including ASDA, Morrisons and Sainsbury’s. Visit the Love2Shop website for the full list of retailers where vouchers can be redeemed.

This scheme is not currently replicated overseas.

Financial compensation for anything out of the above is not possible via the suppliers, however, you may be able to claim via the MOD’s contracted claims administrators in the common law claims department – clearer guidance has been issued as to how and what you may be able to claim for without having to go through the complaints process. Please do read the relevant policy or speak to your unit admin team for guidance as to what you are able to claim for. This can be used whether you are in the UK or overseas.

Download Service provided accommodation – Common Law Claims.

06   Customer satisfaction survey

Customer satisfaction surveys will be issued via email from feedback@pinnacleservicefamilies.co.uk after a move-in, move-out, allocation or repair and compliance appointments. A customer insight report will be published on the Pinnacle Service Families website monthly outlining some of the findings.

07   How to deal with nuisance neighbours

It may sound obvious but, start by talking directly to your neighbours – perhaps they don’t realise how much the sound is travelling, or that their dog is barking the whole time they are out.

There are ways to do this; plan what you are going to say, and always stay calm and polite.

Choose the right time

If the issue is noisy parties, it’s probably not a good idea to go round mid-party after they’ve had a few drinks, wait until it’s over and then talk about it.

Remind them that you have children, or need to get up for work, and ask them to let you know about a party in advance or to turn the sound down after a certain time.

What if the problem continues?

• Contact your Unit Welfare Officer (UWO) and contact the National Service Centre (option 4) who will record the case and pass to the local Housing Officer for assistance.
• Make sure that you have a record of nuisance behaviour – dates, times, duration and the effect it had on you – e.g. kept you awake until 4am, or you couldn’t hear your TV over theirs.
• Keep a note of all the names of people you have spoken to, a brief synopsis of what was discussed and copies of all letters.
• If necessary, contact Environmental Health to record the noise levels. If at any time you feel that you are being threatened, or illegal behaviour is occurring, you should call the police.
• Your UWO could act as a mediator to sort things out but, if this doesn’t work, you may need to get your chain of command to liaise with the Pinnacle Home Services Team, which might result in you or the other family being moved.

Noisy civilians

Who do you go to for help if you are living next to civilians?

Try to resolve it yourself and keep your UWO informed. You can get in touch with your local council, their landlord (if they have one) or contact the community police for advice.

Attend community meetings from time to time in your area.

Being a good neighbour

What should you do if you are approached about your noise levels?

• Always listen – try to stay calm and polite.
• Try to see the problem from their point of view and how you would feel if it was happening to you.
• If your dog barks all day when you are out, think of ways to prevent this – get a dog walker or leave the radio on if that calms them down.
• Go next door to listen to how loud your TV or music is in their house and think about turning the volume down later in the evening.
• If you’re having a party, it’s courteous to let your neighbours know in advance.

The rules

Remember that under the terms of your licence to occupy an SFA, you have agreed that:

• You must not racially, sexually or in any other way, harass your neighbours or cause a nuisance or annoyance or allow members of your household, invited guests or pets to cause a nuisance or annoyance to any neighbours
• You must not make or allow members of your household, invited guests or pets to make any noise that causes a nuisance to your neighbours between 11pm and 8am. If the terms of the licence are breached it is DIO’s right to terminate it.

To talk to us about a complaint or a nuisance neighbour, contact housingsupport@aff.org.uk

08   Neighbourhood disputes regarding pets

Families in SFA must ensure that pets are kept under proper control and are prevented from being a nuisance. Failure to do so may mean that permission to keep a pet will be revoked.

If you have an issue with a neighbour concerning pets, the starting point would be to discuss the issue with them to see if you can resolve it amicably. You may wish to contact the National Service Centre (option 4) and ask them to log the incident and also contact your local Housing Officer. Your welfare team can offer support or mediation to help you. Should informal action fail to resolve the issue, you should contact the local authority’s Environmental Health Department who deal with noise and nuisance issues including dangerous dogs, incessant barking and persistent fouling outside your home or in the local area. They have the appropriate legal powers to both investigate and enforce a resolution regarding neighbourhood disputes.

If you have any issues please also contact the AFF Housing Team on housingsupport@aff.org.uk