As well as calling or emailing us, you can raise non-urgent repairs online using the webform below.
MOD E1132 System - Planned Maintenance
To allow for essential maintenance, booking appointments on the E1132 site will not be possible from 17:00hrs on Friday 22nd September until 17:00hrs on Monday 25th September 2023.
Please accept our apologies for any inconvenience this may cause.
MOD E1132 System - Unplanned Outage
Please be aware that the MOD’s E1132 system is currently unavailable.
It is being investigated and the MOD is hoping to resolve the issue as soon as possible.
Monday 19 September National Bank Holiday
Monday 19 September, the date of Her Majesty Queen Elizabeth II’s state funeral, will be a national bank holiday across the UK. To allow Service personnel, their families and service family accommodation staff to pay their respects to Her Majesty on the final day of national mourning, the following arrangements have been made:
Emergency and urgent appointments: Pinnacle’s repairs phone line is available 24 hours a day, 7 days a week and will be available on the bank holiday for families to report urgent issues. If you have an urgent issue including an emergency, then please call 0800 031 8628. Pinnacle’s Homes Services and Customer Solutions teams will be open from Tuesday 20th September at 8:30am.
Move-ins: Pinnacle will contact all families who have a Move-in appointment arranged for 19 September to give them the opportunity to rearrange if they wish.
Routine repairs: VIVO and Amey will contact all families by telephone who have routine repairs scheduled for 19 September to rearrange. In instances where families cannot be reached by telephone, VIVO or Amey will email families and ask them to contact Pinnacle to rearrange the appointment for another convenient date.
Mandatory gas and electrical safety checks: Pinnacle will contact all families with a mandatory safety check scheduled for 19 September to rearrange this appointment.
Service Notice - Issue affecting appointments in the South East and South West regions
Last week we alerted you to an urgent issue where VIVO’s system was not receiving appointments being transferred by Pinnacle. Unfortunately, the issues are impacting families through missed appointments. The technical teams have identified the causes of the problem and fixes are currently being deployed.
Families who have contacted us about missed appointments will start to be contacted by VIVO this weekend to apologise and agree a new appointment. The first families should also start to receive compensation early next week.
We are truly sorry that many families’ first impression of the new contracts will be negative, and we know how incredibly frustrating it is to wait in for nobody to arrive, in some cases multiple times. VIVO and the systems team are working to ensure that the lessons are learned, and this issue cannot be repeated.
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