Read more about the teams across Pinnacle, Amey and VIVO who are here to support you throughout your time in SFA.
Pinnacle
Home Services
Once you have applied for SFA, this is your first point of contact with Pinnacle and the team will continue to liaise with you until your home is allocated. You will also liaise with this team for certain requests such as a long-term visitor or keeping a pet.
Housing Officers (HO)
You will have a HO allocated for your area who will help you move in and move out of your home including all necessary appointments. They are the local contact for families, providing support to you and the wider community.
Repairs Call Handlers
When you need to raise a repair, you will call the Pinnacle National Service Centre (NSC) and speak to a Call Handler. They will raise the right priority for your repair and let you know when the appointment will be arranged.
Regional Service Centre Advisors
This team ensure that reported housing faults are efficiently resolved once you have raised through Pinnacle. This includes confirming or rescheduling appointments with yourselves if necessary.
Customer Solutions Managers
This team handle complaints. They’ll liaise with you throughout the process, ensuring you kept up to speed with progress.
Amey
Customer & Community Engagement Officers (CCEOs)
If you are in an Amey region an Amey CCEO will liaise with Pinnacle HO’s, DIO and Military Stakeholders regarding housing issues. These include attending housing forums to understand what matters to local families. working with HO’s ensuring that information is shared for upcoming Move In appointments and that preparation is on track. If things don’t go to plan the CCEO will engage with you to keep you updated on repairs
Amey’s Customer Experience Manager (CEM)
The CEM has daily interaction with Pinnacle, DIO, and other stakeholders such as Families Federations and may engage with families on-site when complaints are escalated.
Local Client Account Managers (LCAMs)
You may see a LCAM on site at community engagement events as they manage the CCEOs and collaborate with Pinnacle Area Managers to continuously improve service provided to families living in the SFA community.
Case Management Team
This team is responsible for engaging with you about the progress of your repairs if there are delays such as awaiting a spare part and can help resolve complaints.
VIVO
Area Delivery Teams
If you are in a VIVO region the local VIVO team will liaise with Pinnacle HO’s, DIO and Military Stakeholders regarding housing issues. These include attending housing forums to understand what matters to local families. working with HO’s ensuring that information is shared for upcoming Move In appointments and that preparation is on track. If things don’t go to plan the team will engage with you to keep you updated on repairs
Regional Service Centre Advisors
This team ensure that reported housing faults are efficiently resolved once you have raised through Pinnacle. This includes confirming or rescheduling appointments with yourselves if necessary.
Customer Experience Manager (CEM)
The CEM has daily interaction with Pinnacle, DIO, and other stakeholders such as Families Federations and may engage with families on-site when complaints are escalated.
Case Management Team
This team are responsible for engaging with you about the progress of your repairs if there are delays such as awaiting a spare part and can help resolve complaints.