Pinnacle Group Avis 

Service charges TRAP / SCAM and DANGEROUSLY INCOMPETENT staff

Just a quick update regarding my previous review on 12/04/2026.

Guess what after I shared my experience with Pinnacle and gave my opinion on this platform , instead of working on the feedback and get better they reported my post and it was taken down for some time as it was being reviewed Content Integrity Team.

Content Integrity Team has now completed their assesment and determined that my review DID NOT contained harmful or illegal content. (Thank you Content Integrity Team for being honest and impartial).

This clearly shows PINNACLE’s mind set and that they do not like to be exposed.

PINNACLE is an awful company which is full of cheap and incompetent people who work there.This is based on my recent / actual experience with this awful company.

Shame on you PINNACLE . GROW UP and stop acting like school kids...

Can be a bit slow getting repairs done. Especially for me water leaks, drainage problems in kitchen (3 times) can be pain to was dishes in bath

Contacting Pinnacle is a nightmare.. no real urgency in any matter..
However! Both housing officers Jade and David were absolutely fantastic and extremely helpful given the circumstances..
Thank you again to the both of you for your help !

The job was done really quick with great responses. Staff was earlier than expected as well

Unacceptable service. Multiple calls and emails with zero response or even acknowledgement. I simply need a copy of the buildings EWS1 certificate, and the lack of communication is now putting a property sale at risk.

Nothing is ever resolved or taken seriously. Incompetent, unhelpful, useless rude staff who think everything is a joke to them. Do not disclose your personal circumstances to them either if you can help it as nothing is confidential. Housing ombudsman or legal action is the only way you will get a response from them.

Absolutely shocking experience with Pinnacle.

We have had ongoing issues with Nadine where queries are not answered properly, follow ups do not happen, and we are constantly forced to chase for basic information. Emails go unanswered, responses are incomplete, and queries are even closed without resolution.

We have an issue dating back to December that is still not resolved. A simple query that should have taken weeks has now dragged on for over four months and is with the Ombudsman. That alone shows how poorly things are handled.

The handling of service charges has been unacceptable. We have been told documents were sent when they were not. Last year, key documents were delayed for months, and this year the same issues have happened again. At the same time, charges have been increased significantly with no clear explanation or transparency.

Cleaning services have also been extremely poor. We went weeks without any cleaning at all and only saw action after repeated chasing. Despite this, we are now being charged £4,200 a year for cleaning, which does not reflect the service delivered. There have also been concerns raised around inaccurate records of cleaning visits which have not been properly addressed.

Customer service has been consistently poor throughout. My partner was hung up on when calling for help, and there is a clear lack of ownership across the team.

On top of this, the service charges being applied are completely out of line with the market. This is now starting to impact residents directly, with people struggling to sell because of the level of ongoing costs attached to these properties.

Pinnacle position themselves as delivering high quality service in partnership with Legal and General, but our experience has been the complete opposite. You cannot justify increasing charges at this level while delivering this standard of service and failing to provide clear answers.

We are now escalating this further and will be pushing for a review of the management of our building.

Stay away if you expect basic standards of communication, transparency, or accountability.

We had our march out from our last SFA house. David Bruce who is located here in Catterick thoroughly checked the house for inspection standards and was told that we did a great job keeping it clean and up to standard. We had lived in our SFA housing for 2yrs and 5months. Thank you Pinnacle for your support and help.

The worse company I have ever had the displeasure to deal with serious safety issues totally ignored. Staff unhelpful.next step solicitor to deal with them unfortunately

David Bruce made the march in effortless was very knowledgeable and could answer all my questions great guy great service.

Professional and supportive in 14 day review, advising on all the necessary steps to take to report issues and what to look out for - very helpful. Appointed was conducted by David Bruce in Catterick.

Quickly working on issues and complaints.

Pinnacle handle the out of hours response to emergency calls for greensquare (my landlord). I had water streaming through 4 points in my bathroom ceiling and through the lights. Pinnacle group were useless. DANGEROUSLY INCOMPETENT. I have screenshoted my call history if you want verification multiple calls left unanswered and just rang for 58 minutes. Call back promised but never received. It's only a matter of time before their incompetence leads to serious harm or injury.

I was evicted despite paying my rent arrears in full a few days before the eviction date, after being told by the landlord that doing so would stop the eviction.

In addition, I experienced over a year without heating or hot water, along with an ongoing pest issue that was present from the start of my tenancy.

I am currently seeking clarification and a resolution regarding both the eviction and the handling of these property issues.

Ongoing issues, poor communication, lack of accountability. No empathy, no understanding and no response. If your looking for a forever home with these people then avoid at all costs. You will spend hours, days and months suffering.

I’ve had an ongoing issue with a leak in my property for a while, and I just want to say how helpful Emmanuel, property manager, has been in finally getting it sorted.
He stayed on top of things the whole time, chasing updates and making sure the work was followed through properly. Communication was clear and consistent, which made a big difference as these kinds of issues can be quite stressful.
Since the repair was completed, everything has been fine with no further problems, so it’s a real relief to have it resolved.
Overall, a positive experience and I appreciate the effort Emmanuel put in to get this sorted.

I would like to highlight the exceptional service provided by Danielle Allister, who conducted my March Out earlier today. From the very beginning, during her initial visit at the Pre-March Out, I was genuinely impressed by her positive attitude, professional demeanour, and helpful nature. She not only carried out her responsibilities with clarity and confidence but also went the extra mile by offering additional advice and even providing a paint sample to assist with my preparation.
As a soldier leaving the Forces after 37 years and having completed 20+ moves, the process can naturally be stressful. However, Danielle’s support truly made my day stress free. Her approach exemplifies the high standards Pinnacle strives for and shows that the organisation is employing the right people to deliver and continuously improve their service.
This was my final March Out, and although a significant amount of hard work went into getting the property ready, Danielle ensured the process was smooth, fair, and straightforward. Her professionalism and warm manner made a meaningful difference.
If Pinnacle has any form of reward or recognition scheme, I would like to strongly and unequivocally recommend Danielle Allister. She thoroughly deserves recognition for her dedication, empathy, and exemplary service.
Well done, Pinnacle for the progress you have made over the years — and thank you, Danielle, for making my last March Out a positive experience.

Utterly incompetent.

Trying to sell my share of a Shared Ownership flat and the sale has been delayed for months due to their apathy and incompetence. Take forever to reply to emails. No one knows anything or who should be doing what. It took them a month to find a single document amongst a laundry list of other failings. Diabolically bad. Avoid like the plague if at all possible.

Craig has gone above and beyond to provide support and help with our issues/building works/complaints....he made a stressful situation alot calmer...his communication was always first class and we were updated at every step of the way..... we could not praise him highly enough for his professionalism and attention to details whilst handling the whole situation with added care too 🙂