If you have received great service or have suggestions or feedback

Please let us know either through your Pinnacle Property Manager or directly via the contact form.  It allows us to pass your compliment to our teams and share it as good practice. If you would like to help shape our services and get more involved, we would love to hear from you.

If you are unhappy with our services and would like to make a complaint

Our complaints policy can be found here. A summary overview of our complaints process is presented below. We would encourage you to review the full complaints policy using the link above or the button to the right.

‍Step 1 – Contact your Pinnacle Property Manager

If you are dissatisfied for whatever reason let your Pinnacle Property Manager know and someone will be in contact to discuss the issue and to implement steps to rectify the problem. Our housing management partners are experts in managing your home so please speak with them in the first instance.  We are confident that we will be able to solve most issues at this early stage once we are aware.

If that does not work or if you are still unhappy, we have a formal procedure in place designed to resolve customer complaints as outlined below.

Step 2 – Complain to your Pinnacle Property Manager by submitting a Stage One complaint

This will be investigated and responded to within 10 working days of receipt (they will let you know if they require more time to undertake a thorough review of the situation).

Step 3 – Escalate the issue as a Stage Two complaint

If you remain dissatisfied following the Stage One response, you can escalate the matter for a Stage Two review by more senior members of staff.  The conclusion of the investigation will be shared with you within 20 working days of receiving your correspondence (they will let you know if they require more time).

Step 4 – Refer the issue to the Housing Ombudsman Service

If we are unable to resolve your case to your satisfaction after going through each stage of our complaints process, Flint Housing and our housing management partners can assist you in making contact with the Housing Ombudsman, a free and impartial service, to review the situation further. Their details are also presented here.

Housing Ombudsman Service
PO Box 1484
Unit D
Preston
PR2 0ET

Telephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk

We have adopted the Complaint Handling Code from The Housing Ombudsman Service and we will make sure that we follow its principles as part of our daily activity.  You may review our self-assessment against the Housing Ombudsman’s new Complaint Handling Code here.

We also prepare an Annual Complaints Performance and Service Improvement Report, together with a Response from Flint Housing's governing body. More information on our performance, including Tenant Satisfaction Measures, can be found here.