Pinnacle Group Avis 

I recently moved in to a new build extra care facility. Its the best decision i made coming here. Stacey our manager and Tina radis manager have been so helpful with supporting me and i cant praise the staff enough. Nothing is too much trouble for Carl the caretaker who has helped me on many occasions getting settled. If someone is wondering if a community like this is for them i would strongly recommend it.

David was very friendly and explained everything we needed to sort out clearly

Very helpful with me in moving in.
I was well guided so thank you guys.

"I would like to express my sincere appreciation for the exceptional support I received from Nicky Roberts throughout my tenancy process. Her professionalism, clarity, and kindness made an extremely stressful period much easier to manage. Nicky consistently communicated with transparency, responded promptly, and treated me with genuine respect and empathy.
She ensured that every step was explained, followed up when needed, and advocated for me when issues arose. Her dedication and human approach stand out in a sector where residents often feel unheard. I am truly grateful for her assistance and would highly recommend her to anyone navigating the housing process."
THANK YOU NICKY

The housing Officer Lindsey was so nice and professional and was really helpful and guid me through to a successful march out

My first move-in to SFA was smooth and comprehensive; thank you David Bruce, very professional and helpful.

Housing officers appreciation review

Seruwaia Bevu and female colleague (sorry I can’t remember the lady’s name) (pre move out appt) and David Bruce (move out), housing officers at Catterick.

Tom Lang, housing officer at Colchester.

All very friendly and helpful, made the whole process a lot easier and less stressful than it used to be.

Great assets to your teams.

Thank you all involved.

It took 4 months to fix a hole in my roof and 6 weeks to get scaffolding taken down that span nearly the full length of my three bedroom house. This was to repair three times towards the side of the roof.
This fault was reported in March and the repair was not done until June. This meant rain water was getting into the property.
I had to chase to get the repair done, chase to get the scaffolding removed. I explained this mass of scaffolding was making moving around and accessing my garden very difficult and increasing.
I was told scaffolding would take 2 weeks to come down.. not 6.
I had personal property damaged, couldn't open my windows properly at night to help cool my house through the heatwaves we are had.
I could only get an update if I chased them.
The people that can actually help all finish at 4:30pm which means they start wrapping their day up at 4pm. So those that work full time will struggle to get anything done.
No one knows what is happening, how to actual deal with issues in a timely order or provide the correct information. A lot of staff are abrasive and don't follow through when they say they will.
I never thought I would wish for Carillon to come back but I really do.
This system of using Pinnacle as a, I don't know useless go between for the people reporting repairs and the people actually doing the repairs is useless.
This is not the only issue, just one of many.
I would not recommend this company and certainly not for those in Military properties, if I could give minus stars I would.

EDIT
It wasn't VIVO that I was having to deal with and getting the run around from. Pinnacle needs to not blame others for their failures.
Your our point of contact, your responsible for ensuring that communication and that everything is booked properly, repairs are done within a responsible time scales. VIVO don't know when or what repairs need doing or have finished without getting told from Pinnacle. Also telling me it's fine now because it is gone, yep it took 4 weeks to long and caused damage and pain that was not nessecary.
You can't even get the point of contact right even though you have been told for the day you took over who needs to be the point of contact. Anyone that can actually help finishes at 4:30, at least with the other housing services they were in until 5 and started earlier.

Had a pre march out in Catterick with David Bruce, very helpful gave me all the information needed to prepare for my march out. Many thanks

Housing Officer, Emma Clarke - very friendly and helpful.

Good support for the Army family housing in London.

Not very happy, bought a house on shared ownership, moved in property as a single mum with my daughter house was dirty, chips everywhere which still havent been done both upstairs bedroom and back doors did not close properly cracks everywhere, hole in downstairs bathroom and even though someone has been in, issues have still not been resolved! just a headache from start to finish with this house!

David Bruce marched us into our new home on the 22nd of July 2026. He was absolutely great! and explained everything thoroughly, made us feel very comfortable and welcome into our new area.

I would strongly advise anyone considering buying a new-build property where Pinnacle are the management company to think very carefully.

My experience has been extremely disappointing. The staff were consistently rude and unhelpful, and it felt like they tried to charge fees at every possible opportunity, often at what seemed like excessive prices.

When it came to selling my property, the process was unnecessarily delayed because requests were handled very slowly, causing avoidable hold-ups and added stress during the sale.

Based on my experience, I would not recommend Pinnacle. If you’re looking at a new-build and they are involved in managing the development, it’s something I would seriously consider before proceeding.

David Bruce completed my March out in Catterick and I honestly couldn’t have asked for a smoother experience. I was very anxious about it all, and David made the whole thing very stress free. Very approachable individual. Made me feel right at ease and relaxed throughout the entire process.

Can’t thank him enough!

david bruce welcomed us into our house at catterick and went through everything we’d need and was extremely helpful! he also explained how to report faults easily. all in all, the march in was so good! couldn’t have asked for a better housing officer :)

Arafat is the best employee of Pinnacle and just a kind person in general !. He's so helpful always goes out of his way to get things sorted out or tries to help himself. Im so thankful that he manages the property I live in.

Thank you so much :)

Sian Aquilina

It is completely unacceptable that service personnel and their families are expected to live in rat-infested accommodation. We have a 17-month-old daughter living in the property, and rats have been getting into our home, contaminating surfaces, eating food in the kitchen, and leaving urine and droppings around the house. This poses a serious health risk, particularly to a young child.

After reporting the issue, my wife contacted Pinnacle and was told it would be at least 48–49 hours before anyone could attend. That is simply not an acceptable response to an active rodent infestation where a family with a toddler is living.

Service personnel should not have to worry about the safety of their families in military housing. We serve our country, yet our families are being left to live in conditions that are unhygienic and potentially dangerous. Health and safety should be the priority, and infestations like this should be treated as emergencies, not something that can wait days for a response.

I hope this issue is taken seriously and that changes are made so that no other service family has to experience the same situation.

The experience with Pinnacle has been ridiculous. We moved into a flat which was not cleaned. On the day, the property manager didn't even turn up. She left the keys with the concierge. When we picked up the keys and walked into the house, the house was dirty, filthy, with garbage from the previous tenants left around. There were issues on the floor with chipped flooring, which was a trip hazard.

We raised this flooring issue in February, I would say on the 26th or 24th of February, and today is the 22nd of July and the issue has still not been repaired. There was mold in the bathroom. The house was not clean. Carpets were dirty. Walls were scratched with crayons and other things. There was dust on the ceiling. The ventilation system had a thick layer of dust collected as well, and the house was smelling when we came in.

As, we were about to end our previous tenancy in two days, option but to move in with all these issues. We agreed to move after they cleaned the house, which they did. But even after moving, there have been issues like this for repair. Now let's just talk about this flooring issue. About two months ago, someone came in to take a look and found that there was a lot of moisture because water from the washing machine was leaking and going down the floor and under the wood panel. The concrete below had risen, and this has happened for two years atleast, which was when this block was built.

A contractor they sent, came in and removed the wood panel from that part, which is about 2 ft by 4 ft, and has left it open for two months. We've repeatedly asked them to send someone so that the flooring can be repaired. They've not done that. It's crazy: 2 ft by 4 ft in the middle of the corridor of your house. You have a young two-year-old who crawls and runs there in the dirt because that piece of the concrete is open and cannot be covered because it has moisture. It has had dirty water from the washing machine just flowing through it for two years, with all kinds of things still not being clean.

We are still chasing with the property manager and also the company email address, and nothing has happened. They even dont have proper customer support or access to direct communication channels! rent with these folks at your own peril!

**Updated on 31 August 2026**

Okay it's been more than a month since this review and the only progress that happened was that we were provided a dehumidifier, which they said we need to run for two weeks before they can repair the floor. Those two weeks are already finished, almost three weeks ago. They didn't come back. The dehumidifier has not been picked up and the issue with the flooring has still not been fixed.

Considering we were told to run it for two weeks before they can fix the flooring, the fact that we ran it for 10 days and then we've had the two-week gap in between, I don't even know if this means they can immediately fix the floor or they are going to again come back and ask us to run the dehumidifier again.

This issue still remains. I wish I could further reduce the number of stars here.

My experience of Pinnacle’s management of my development has been extremely poor.

3 MONTHS, residents have had to deal with a main entrance door and bin store door that do not lock properly, an intercom that remains out of service for 2 years and bins repeatedly overflowing following missed collections.

These issues have been reported repeatedly through the formal complaints process reaching stage 2 (final stage). The issue is STILL UNRESOLVED.

Communication has been one of the most frustrating parts of the experience. Residents should not have to repeatedly chase for basic updates, clear ownership and realistic completion dates concerning building security and essential services.

Pinnacle failed to respond to my section 22 request, then after they failed they extended the deadline. Then DID NOT EVEN MEET THAT DEADLINE.

I cannot speak to the contractual division of responsibility between Pinnacle and L&G Affordable Homes. However, as a resident, that distinction has made little practical difference. The issues remain unresolved, communication has been unclear and residents are left dealing with the consequences.

These issues leave residents dealing with maggots, flies, horrid smells, theft of parcels, anti social behaviour and it is even suspected that criminals are using the address to register bank cards and intercept the post as its left open to the public.

Based on my documented experience, I have very little confidence in Pinnacle’s management of this development. Anyone considering a property managed by Pinnacle should ask detailed questions about response times, contractor oversight, building security, service charge transparency and how residents are kept informed when problems are not resolved.