Pinnacle embarks on landmark £141m MOD accommodation services contract

TODAY marks the official start of Pinnacle Group’s £141M contract to deliver National Accommodation Management Services (NAMS) for 49,000 Service Family Accommodation (SFA) homes across the UK, on behalf of the Defence Infrastructure Organisation (DIO). The high-quality customer services will be delivered by a specialist division – known as Pinnacle Service Families. The contract is for seven years, with an option to extend for up to three years.

The landmark NAMS contract, which was awarded to Pinnacle Group in 2021 due, in recognition of its extensive housing services expertise, is now operational. As of 1 April 2022, Service Personnel and their families will benefit from an enhanced customer journey and experience. Whether moving in or out of properties, raising a repair, or planning scheduled housing maintenance, the customer-facing Pinnacle Service Families team is now the dedicated single point of contact for all Service families' housing management needs.

The go live also marks the start of a new partnership with Sopra Steria as the digital partner and system integrator, supported by Shared Services Connected Ltd (SSCL), which is providing its contact centre expertise to Pinnacle Group.

Throughout the process of mobilsation and contract start, Pinnacle has worked closely with DIO and the Regional Accommodation Management Service (RAMS) partners – Amey and VIVO. Military personnel and their families have been represented by the Service Families Federations to ensure their needs are fully considered when developing the service offer. This includes the modernisation of communication methods, with the introduction of a new digital platform to log requests and receive progress updates.

“This significant and essential contract, designed to improve the way Service families access and receive housing accommodation support and services, has been carefully planned in collaboration with all our delivery partners. We are now proud to be acting as the single point of customer contact and reassurance for the management of 49,000 Service Family Accommodation homes across the UK.

“We understand the importance of high-quality housing services and the impact this has on the wellbeing of Armed Forces personnel and their families. With over 25 years of service delivery experience, we are well positioned to deliver best in class services and are deeply committed to the success of this contract. We have invested substantially in the new National Service Centre in Liverpool, where we will deliver the digital platform designed to integrate all housing management and repair aspects of our work. We will also maintain our focus on customer responsive from our nationwide network of service hubs.”


Peregrine Lloyd
Group Chief Executive, Pinnacle Group

“We are excited to launch the new service today which follows months of hard work to mobilise the contract. Over the coming weeks, Service families will begin to see how we are building on our commitment to innovate and modernise, with improvements due to evolve, which will make a big difference to how they access support.

“We have a comprehensive website to keep service families up to date, with new service features being added. We also look forward to working with customers to help shape the service as we move forward.”


Claire Kober
Managing Director, Homes, Pinnacle Group

“Our Armed Forces and their families have no real choice where they serve, no matter how remote, and when and how frequently they move, so it’s vital we ensure their homes are of the right quality and available for them wherever and whenever they are assigned.

“Their needs must be at the heart of what we do.

“These contracts are designed to be very different. They have been developed with Service Personnel and families firmly in mind to better meet their needs.

“Enhancing customer service will be their focus, with clear customer satisfaction targets for suppliers to meet, financial consequences for falling short and incentives to exceed the minimum standards.”


Air Commodore James Savage
Head of Accommodation, Defence Infrastructure Organisation (DIO)

“We truly value the service of those in the Armed Forces and are dedicated to ensuring they and their families have the best experience possible when managing housing and accommodation. Winning this contract will allow us to do just that; providing military families with more digital touchpoints to enhance their experience of living in service family accommodation, accelerate resolutions and proactively minimise any potential disruption to their lives.

“Estate integration is a growing market for Sopra Steria, and we’re delighted to have been selected by the MOD to provide data-led insight for improved customer service, proactive intervention, and a ‘future of work’ style estates transformation as part of its new FDIS contracts.”


Sue-Ellen Wright
Managing Director, Aerospace, Defence and Security, Sopra Steria

“I’m delighted that we can support Pinnacle to deliver our award-winning contact centre services to all Armed Forces serving personnel and their families. We not only pride ourselves on our enhanced digital capabilities, expertise, and knowledge in contact centre service delivery, but also on the excellent customer experience we extend to all our customers.”


Kenny Morris
Managing Director, SSCL Government

Proud sponsor of the British Army’s World Record breaking team who rowed across the Atlantic Ocean in aid of the Royal British Legion

Congratulations to the British Army’s Force Atlantic team who recently conquered the “World’s toughest row”.  The crew rowed 3,000 miles in 40 days, 23 hours and 57 seconds in record time to become World Record holders for the fastest mixed fours crew to row across the Atlantic Ocean!

At Pinnacle Group we are proud to be advocates for those who protect our nation and to support the wider Armed Forces Community.  We are pleased to demonstrate our loyalty to the British Army and The Royal British Legion by sponsoring Force Atlantic, the British Army’s official Mixed Team entry for the 2021 Talisker Whisky Atlantic Challenge.

The crew, made up of four Instructors from the Royal Army Physical Training Corps: Captain Scott Pollock, Warrant Officer Victoria Blackburn, Staff Sergeant Phillip Welch and Sergeant Laura Barrigan, set off in December to row over 3,000 miles crossing the Atlantic Ocean.  

During the gruelling challenge the team faced the ultimate test of physical and mental endurance. Rowing for 12-hours a day in two hours shifts, day and night, the team was faced with an onslaught of waves, sleep deprivation and salt sores.

Back on dry land, the team took some time to rediscover their land legs, eat proper meals, and to fully absorb the extent of their achievement, Captain Scott Pollock took the time to thank all of their sponsors: “A huge, huge thank you to all these very special businesses - your belief and support is what created the spectacle we have seen unfold over the last few weeks”.

Congratulations to the team on their incredible achievement. If you wish to donate to the Royal British Legion click here

Pinnacle Group awarded Gold in Ministry of Defence’s Employer Recognition Scheme

Pinnacle Group has been awarded Gold on the Ministry of Defence’s Employer Recognition Scheme, acknowledging the organisation’s outstanding support towards the Armed Forces community.

Less than a month since Pinnacle was awarded a 7-year contract to manage 49,000 Service family homes on behalf of the Defence Infrastructure Organisation, the company has been recognised for the continued support it provides to the military community.

Pinnacle has proactively demonstrated its forces-friendly credentials as part of its recruitment processes. It also actively ensures that its workforce is aware of its positive policies towards the Service Personnel community as well as advocating support to partner organisations, suppliers and customers.

Pinnacle has an established Armed Forces Network, made up of a mix of veterans, reservists, Cadet Force Adult volunteers and families of Serving Personnel or veterans. This Network supports and promotes the company’s commitment to the Armed Forces community, which includes an additional two weeks of paid leave per year to Reservists to enable them to attend annual camp,  and also actively supports military charities such as SSAFA and the Royal British Legion.

"I would like to thank all the organisations who have proven their support for the Defence community during such unprecedented and challenging times. The vast range of those recognised this year demonstrates how employing the Armed Forces community makes a truly positive and beneficial impact for all employers, regardless of size, sector or location.”​

Leo Docherty
Minister for Defence People and Veterans
"As a business it is important for us to be advocates for those who protect our nation, and we are deeply proud of all our colleagues who are a part of the British Armed Forces community.

"We realise the responsibility we have to provide this community with an effective path into meaningful employment and to ensure a supportive environment which is reinforced by colleagues who genuinely care about their welfare and realise the value of their skillset. We are on a mission to make a difference and the honour of being awarded Gold in the Employer Recognition Scheme demonstrates that we are on the right path.”

Peregrine Lloyd
Pinnacle Group Chief Executive

Pinnacle Group awarded major Contract to manage 49,000 Service Family homes on behalf of the Defence Infrastructure Organisation

  • Pinnacle Group has been awarded a landmark contract to deliver National Accommodation Management Services (NAMS) on behalf of the Defence Infrastructure Organisation (DIO) and will be responsible for providing accommodation services to 49,000 Service Family Accommodation (SFA) homes from March 2022.

  • Pinnacle Group will play the lead customer-facing role in the provision of these high-quality services to Service Personnel and their families across the UK and overseas, delivering and enhancing the lived experience.

  • With a total core contract value of £144m over the initial seven-year period, and a further three one-year extension options, this contract is a key element of the new Future Defence Infrastructure Services Contracts, which includes Regional Accommodation Maintenance Services (RAMS).

Pinnacle Group has been awarded a contract to manage 49,000 service family homes across the UK and overseas delivering accommodation services to Service Personnel and their families.  Awarded by the Defence Infrastructure Organisation (DIO) the seven-year contract has a core value of £144m, with three optional one-year extensions. The landmark National Accommodation Management Services (NAMS) contract is a key element of the Future Defence Infrastructure Contracts and will begin in March 2022.

Pinnacle’s offer places customers at the heart of the service and recognises that there is a ‘family behind every door’.  Introducing innovative technology and digitalisation will enhance the lived experience by maximising customer choice.

Building on decades of accommodation services expertise across public and private sectors, Pinnacle will offer service personnel and their families a real step-change in experience when moving in and out of accommodation, with a real focus on improving the customer journey throughout the whole process. Pinnacle will work closely with key stakeholders including the Service Families Federations, RAMS providers and delivery partners, such as Sopra Steria as digital transformation lead, to deliver and enhance the service through effective day to day collaboration.  

"Accommodation is such an important part of family life for Servicemen and women, which is why we collaborated closely with representatives of our Service personnel and their families to develop these contracts and ensure that their needs are fully considered.
“These new contracts offer the opportunity to break decisively from the past and to build on the commitments made by all suppliers to innovate and deliver more responsive and flexible services to the Armed Forces and their families.”

Air Commodore James Savage
DIO Head of Accommodation
“Securing the right to manage Service Family Accommodation on behalf of the Defence Infrastructure Organisation is a huge honour and responsibility. We understand the importance of high-quality accommodation services to the recruitment and retention of Armed Forces Service Personnel and their families and appreciate the trust the DIO have placed in us. Pinnacle Group brings over 25 years of service delivery experience to this contract and we are committed to deploying it for the benefit of all customers.”

Peregrine Lloyd
Group Chief Executive of Pinnacle Group
“Working collaboratively with our delivery partners, Pinnacle Group will bring a fresh approach to the delivery of accommodation services for all those in Service Family Accommodation. We are passionate about transforming delivery, enhancing the use of technology and providing a more convenient, accessible and valued service. Our Service Personnel deserve nothing less.”

Claire Kober
Managing Director, Homes

Pinnacle sponsor the British Army’s team to race across the Atlantic Ocean in aid of the Royal British Legion

At Pinnacle Group we are proud to be advocates for those who protect our nation and to support the wider Armed Forces Community.  We are pleased to demonstrate our loyalty to the British Army and the Royal British Legion (RBL) by sponsoring a team to row across the Atlantic Ocean in the 2021 Talisker Whisky Atlantic Challenge.

Billed as the “World’s toughest row”, the crew made up of four members of the British Army’s prestigious Royal Army Physical Training Corps will be rowing 3,000 miles for six weeks in a 8.5m long rowing boat. 

Force Atlantic team: Captain Scott Pollock, WO1 Victoria Blackburn, SSGT Phillip Welch and SGT Laura Barrigan

During the gruelling challenge the team face the ultimate test of physical and mental endurance.  Rowing for 12-hours a day in two hours shifts, day and night, the team will be faced with an onslaught of waves, sleep deprivation and salt sores. What will spur them on is their dedication to raise money for the RBL, during their centurion year.

Force Atlantic 21's route

“As proud supporters of the of
the Armed Forces community, we are delighted to announce our sponsorship of the
Force Atlantic team.  We are looking
forward to cheering the team on and raising money for such a worthy charity.”

Perry Lloyd
Chief Executive and Armed Forces Network Chair at Pinnacle Group

“After serving in the
3rd Battalion The Queen’s Regiment and now being a Sergeant Instructor at the
Kent Army Cadet Force, I am passionate about supporting the good work RBL does
for the Armed Forces community.  This
challenge isn’t just a rowing race – it demonstrates what it means to be a part
of the British Armed Forces, it’s more than just physical and mental strength, it
shows leadership, discipline, teamwork and adventure.”

Paul Driver
Business Manager and founding Armed Forces Network member at Pinnacle Group

“Force Atlantic are proud to have Pinnacle Group
supporting us as a gold sponsor. Their support in providing opportunities for
veterans is superb and as an organisation, they are intrinsically aligned to
our campaign. Pinnacle Group recognise the value of military life and the
experience contained within. Our veterans boast some of the best transferable
skills around and through Pinnacle Groups’ Armed Forces Network, they offer a
future for our community.  With the
support of Pinnacle Group, the team and I feel in a great place to achieve our
goals whilst raising money for their chosen charity, the Royal British Legion.”

Captain Scott Pollock
Captain Scott Pollock and the team captain of Force Atlantic 21

Pinnacle will be running a series of events throughout the summer to raise money for the Royal British Legion.

Good luck to the Force Atlantic 21 team. 

Team Training

Pinnacle strikes silver in Ministry of Defence’s Employer Recognition Scheme

Pinnacle Group has been awarded Silver on the Ministry of Defence’s Employer Recognition Scheme. This award signifies Pinnacle Group’s continued commitment to the military community. We are proud to be an employer which supports the employment of those who serve or have served in the Armed Forces and their families.

The Defence Employer Recognition Scheme acknowledges those organisations which actively demonstrate support to the armed forces community, by proactively demonstrating their forces-friendly credentials as part of their recruiting processes, actively ensuring that their workforce is aware of their positive policies towards defence people issues and  advocating support to partner organisations, suppliers and customers.

Part of Pinnacle’s commitment includes an additional two weeks of paid leave per year to Reservists specifically to enable them to attend annual camp.

Pinnacle Group has also recently established an Armed Forces Network, made up of mix of veterans, reservists, CFAV’s and families of serving personnel or veterans. The Network is intended to link up these employees to provide support, to consult with them to review our current policies and practices and identify ways in which employment opportunities can be made more attractive to spouses of serving personnel, personnel who are exiting the service and veterans.


"We are delighted to have been awarded the Silver Award in recognition of our support for the Armed Forces Community. We are deeply proud of all of our colleagues who are current and former members of the UK’s Armed Forces. Across Pinnacle, colleagues with military experience show valuable transferable skills such as leadership, project management and communication, and we are committed to continuing to expand the support we provide to them and the wider Armed Forces Community."

Perry Lloyd
Group Chief Executive
“As a former member of the armed forces, I was apprehensive about entering the civilian workplace. However, the team at Pinnacle have been very helpful invited me to join our Armed Forces Network. This network gives me and other former servicemen the opportunity to discuss the policies and practices at Pinnacle which is fed back to the senior leadership team. Pinnacle’s commitment to reservists is also very helpful, as this ensures that we can fully commit to serve our country while working in ‘civvy street’.”

Paul Driver
Business Manager, FM
"The breadth and diversity of the winners this year shows how business support for the Armed Forces continues to grow no matter the sector, company size or location. I am grateful for the positive attitude and flexible policies these organisations have adopted towards the defence community, which is testament to the fantastic contribution our serving personnel, veterans and their families can make to any organisation.

“I am delighted that so many companies are supporting our people and that, through this scheme, we can give them the public recognition they deserve.”
Johnny Mercer
Minister for Defence People and Veterans

Learn more about our support of the Armed Forces:


Click to learn more

Raising money for our Armed Forces community

Pinnacle Group is a proud supporter of SSAFA, the Armed Forces Charity, who provide lifelong support for our Forces and their families.  During the recent Armed Forces Week (22-28 June) Pinnacle were the headline sponsors of the charity's 13 Bridges Walk.

The 13 Bridges Walk was due to be one of London's premier Armed Forces Day events, however, due to the circumstances around Coronavirus, it became a ‘virtual event’.

Rather than a group walk across the capital's bridges, SSAFA
invited everyone to take part by walking or running 10 miles over the course of
Armed Forces Week to show support for our Armed Forces and raise money for
SSAFA.

During the course of the week, Pinnacle colleagues clocked up the miles to showcase their local bridges and pay their respects by visiting local war memorials, bases and landmarks.

Paul Driver, Business Manager at Pinnacle Group, walked over 13 bridges in his local area to raise money for SSAFA, he said of the challenge:

“After serving in the 3rd Battalion The Queen’s Regiment and now being a Sergeant Instructor at the Kent Army Cadet Force, I am passionate about supporting the good work SSAFA does for the Armed Forces community.”

Paul Driver, Business Manager at Pinnacle Group

Bill Pearce, Marketing Manager at Pinnacle Group, ran 10 miles a day for five days and visited some of London’s notable war memorials. Bill said it was an “honour” to raise money for such a brilliant charity and he is looking forward to taking part in next year’s event.

So far, over £11,000 has been raised for SSAFA.  If you wish to contribute to this worthy cause, please click here.

‎To find out more about the amazing work SSAFA undertakes please visit: ssafa.org.uk

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