How we're performing and how to get in touch
Performance, Feedback & Complaints
We are committed to providing an excellent service to all our residents and we welcome all feedback. If you are pleased with our services, please do let us know so we can share and thank our team or contractors.
Feedback & Complaints
This section provides a clear route for providing feedback and raising concerns.
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.
Contact UsIf you are unhappy with our services and would like to make a complaint
A summary overview of our complaints process is presented below. We would encourage you to review the full complaints policy.
Complaints PolicyOur Complaints Process
We are committed to providing a good service and resolving concerns as quickly as possible. If something has gone wrong, please follow the steps below.
Speak to your Property Manager
If you are unhappy with any aspect of our service, please contact your Pinnacle Property Manager first.Our housing management team are best placed to help and work with you to understand the issue and find a solution. Most concerns can be resolved quickly at this stage once we are aware of them.
Make a formal complaint
If your concern has not been resolved, you can submit a formal complaint to Flint or Pinnacle directly.We will acknowledge receipt of your complaint within 5 working days. Once your complaint has been reviewed, we will provide the outcome of our investigation within 10 working days of our acknowledgement.If we need more time to complete a thorough review, we may request an extension and keep you updated on our progress.
Request a Stage 2 review
if you remain dissatisfied with our Stage 1 complaint response, you can ask for your complaint to be reviewed by a more senior member of staff.We will carry out a further investigation an provide a response within 20 working days. If additional time is required, we will explain why and keep you informed.
Contact the Housing Ombudsman
If, however, you are still unhappy after completing our complaints process, you can refer your complaint to the Housing Ombudsman Service.The Housing Ombudsman provides a free and impartial service to review housing complaints. We, or our housing management provider can help you access this service if needed.We will always do our best to resolve your concerns before this stage, but you have the right to seek an independent review if you remain dissatisfied.
Housing Ombudsman Service
PO Box 1484, Unit D, Preston, PR2 0ETTelephone: 0300 111 3000
Email: info@housing-ombudsman.org.uk
Website: www.housing-ombudsman.org.uk
Performance — how are we doing?
This section provides an outline of our performance and service outcomes for residents.