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<p>Pinnacle are the National Service Centre (NSC) for Amey and Vivo, delivering accommodation
maintenance services to service personnel and their families living in Service Family
Accommodation.</p><p>All suppliers' performance, including Pinnacle, remains significantly
below the required standard seven months after the contracts entered service. For
Pinnacle, performance is of particular concern as their call and email response times
at the NSC and timescales for resolving complaints and compensation requests are significantly
below acceptable levels.</p><p>In September 2022, the Defence Infrastructure Organisation
directed all three Accommodation suppliers, including Pinnacle, to submit Rectification
Plans. The objective being to demonstrate rapid early improvement and to be at or
close to the Acceptable Level of Performance by the end of 2022. In response to this,
Pinnacle have invested additional resource and processes to improve performance.</p>
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