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PLEASE READ!

As of 1 April 2022, your new point of contact is now Pinnacle Service Families. This page is currently under review. In the meantime, please click  here for further information.

UPDATE (June 22) – ISSUE AFFECTING APPOINTMENTS IN THE SOUTH EAST & SOUTH WEST REGIONS

Message from DIO:

 

There is an issue affecting appointments in the South East and South West Regions that is causing missed appointments for families. This is the result of appointments not flowing correctly from the Pinnacle National Service Centre into VIVO’s scheduling system.

We are very sorry for this and realise how frustrating this is for families, especially as there have been earlier problems with connectivity between the Pinnacle and VIVO systems that have also led to missed appointments. VIVO are working extremely hard with the systems team to identify exactly why this is happening and to find a robust solution.

Interim fixes are being arranged and a permanent solution will be implemented as soon as possible. Meanwhile, VIVO will make contact with families that have been impacted to confirm or reschedule appointments where required.

Where families have had a missed appointment, they will receive compensation.

We will continue to keep families updated regarding this issue and again would like to reassure you this matter is being taken extremely seriously and every effort is being made to resolve this as soon as possible.

When you need something repaired
Housing Repairs (Housing team)

You have several options for reporting repairs in your home:

To raise a new, non-urgent repair, click here.

 

The website and the Customer Service Centre are available 24 hours a day, all year round. Your local (as above) Customer Service Centre hours will vary according to their location and the number of Service families they serve.

 

If something goes wrong…

If you want to register a complaint with Amey Defence Services, please phone 0800 707 6000 (option 5) to speak to their Customer Solutions Team.

If you are not satisfied with the response you receive from Amey Defence Services, please phone us on 023 9265 4374 or email contactus@nff.org.uk.

 

Language line

If English is not your first language, Amey Defence Services’s Customer Service Centre offers a translation service. Just say your language when you call. Their advisor will be able to transfer you to someone who can talk to you in your own language.

 

Requesting a repair

Amey Defence Services will work with you to identify the specific details of the fault.

To ensure the repair can be completed efficiently, you will need to tell their advisor:

  • your address and contact details;
  • as much information as possible about the problem;
  • if the fault is with a piece of equipment (such as a boiler or cooker), details of the type and model.

 

Making an appointment

You will be given a job reference number and you will be sent written notification of your appointment (by post or email if requested).

If you need to change the appointment, please contact Amey Defence Services via their website or Customer Service Centre before the appointment date, quote your job reference number and they will arrange a new date and time.

You or a member of your family (who must be over 16 years of age) will need to be at home at the time of the repair appointment. If the repair is on the outside of the property, e.g., roofing, fencing works etc., they may not need you to be available.

Please ask their advisor about this when making your appointment.

 

Posted on: 26th October, 2016
Updated on: 1st August, 2019