Written question asked by John Healey (Labour) on Tuesday, 20 December 2022, in the House of Commons. It was due for an answer on Tuesday, 10 January 2023 (named day). It was answered by Alex Chalk (Conservative) on Tuesday, 10 January 2023 on behalf of the Ministry of Defence.

Pinnacle Group

Question: To ask the Secretary of State for Defence, pursuant to the Answer of 26 October to Question 65603 on Annington Homes, what is the overall customer satisfaction level with Pinnacle Group; and what the relevant Key Performance Indicators are.

Answer

Two out of the KPIs Pinnacle have for their contractual responsibilities are related to customer satisfaction, as follows:

• Application completions: to measure the performance of Pinnacle in processing fully completed Entitled Applications for SFA that have an offer or other suitable compliant outcome made to the Applicant within fifteen working days of verification of the application.

• Allocation satisfaction: to determine the overall level of customer satisfaction of families with the service received.

Pinnacle is responsible for administering surveys to capture levels of overall customer satisfaction with Pinnacle, Vivo and Amey. Partial KPI data will be available for Quarter 3 (November - December) from 15 January 2023 and will be broken out according to each individual contractor.

I will write to the right hon. Member in due course and place a copy of my response in the Library of the House.

Secondary information

Type: Written question
Reference: 114520
Session: 2022-23
Related items: Annington Homes
Wednesday, 26 October 2022
Written questions
House of Commons; Deposited Paper DEP2023-0501
Monday, 12 June 2023
Deposited papers
House of Commons
Subjects: Contracts Armed forces Social rented housing Repairs and maintenance Annington Homes Pinnacle Group
Link: View this Written question on www.parliament.uk

Pinnacle Group

Secondary information

Librarians' tools