Pinnacle Property Management レビュー 

So I won my Housing Ombudsman case today against Pinnacle Group Housing Association. 🙏🏾 😊 Hopefully they will now learn from their mistakes and put things right.

Absolutely useless at communicating, I have been trying to get a statement of my account since February this year, as at today nothing!!! They increased our service fee by 300 percent with no explanation or breakdown of the charges. I'm now going to the shared homeowners ombudsman to help

I bought my new build in 2018 and was force-fed a relationship with Pinnacle and over time my dislike for them has grown & grown, much like Thames Water. If I had any option in the matter, I would run a mile from them but somehow, it seems, they continue to pick up contracts so far too many people are stuck with them.

I live on an estate with around 100 houses so it's quite small by today's standards. When we first moved, the management charges were in the region of £150 a year. I appreciate things have gone up, but the fees are now 2.5x that. It's not mega money vs horror stories I hear with others, but there is absolutely no justification for charging £350 a year per property for cutting the grass every 6 weeks. I couldn't tell you what else they do.

They have regularly overcharged me for the year ahead, meaning my account is constantly in credit. I think they say you can have this paid back in cash but I dread to think what hassle that would be, so I just leave it there which is exactly what they want.

But what pushed me to review was the letter I got this week which added £42 to my bill for missing the first invoice. I have paid my maintenance charge annually on the beat every year. I have no history of issues and with an account in credit, they have money of mine already that could cover a few months. I had perfectly legitimate reasons for not seeing the letter but what enraged me was that there was no phone call (free), no polite email reminder (free), no slack for being a punctual, low maintenance customer for 8 years, they just went straight to a penalty letter charged at the cost of 25 first class stamps. No grace period, just money for the sake of money.

I'm fortunate that the money isn't a problem, but for lots of others on our estate, the maintenance fee itself is punchy to say the least, let alone £42 more for fresh air and totally avoidable if they weren't so lazy.

It's a money grabbing society right now and it's companies like this that are behind it. They capitalise on this being a forced relationship that customers can't get out of and therefore take no pride in their reputation (clearly) and seem deliberately tone deaf.

really poor communication when you call them and they never get back to you. high service charges for nothing. the property is in serious need of maintenance but nothing gets done. have no consideration even for disabled people living in the block.
absolutely disgusting!

Since Feb waiting for communal door to be fixed, numerous emails chasing, numerous excuses - to this day not fixed Latia!!!! Have got quotes now to ditch this shambles of a MISmanagement company. They should be struck off, not fit for any purpose!! Waste of f.... time #angry

Worst developer ever. Bunch of scammers

Absolutely appalling service. £28k per year we pay them to have a garden area maintained. They tell you no one else has complained when they have, they are rude and unprofessional, they ignore your correspondence and when you finally manage to get a site visit and present them with facts, they accuse you of being aggressive and poking them. If I could give zero stars I would.

My experience with Pinnacle has been consistently poor. Communication is evasive at best, and they routinely avoid answering direct questions. Charges are applied without proper justification or transparency, and any attempts to challenge or clarify these are met with silence or vague responses.

Their service feels disorganised, dismissive, and entirely lacking in accountability. If you're considering using Pinnacle, I strongly recommend looking elsewhere.

Just to add further to this they're a company that relays on bullying and harassment over proof. The following people are involved in this Nicola Duncan, Helen Eames and Amber Godfrey all incompetent at best.

This management company manages the Booking.com property "Elegant 2-Bed with Traditional Touches."
Unfortunately, I missed their initial message, which was sent six days before my stay, asking me to cancel my booking. They then contacted me again the day before check-in asking me to cancel a non-refundable reservation because the property was unavailable due to scheduled maintenance.
I explained that, as the cancellation was due to an issue with the property and not a change of plans on my part, I was not comfortable cancelling a non-refundable booking myself and asked them to cancel it from their side. They replied that they were "not liable" because I had not read their earlier message and refused to cancel the booking themselves.
Thankfully, Booking.com reviewed the situation, cancelled the booking free of charge, and processed a full refund. While I appreciate that maintenance issues can arise, I found the customer service and the way the situation was handled to be very disappointing and unnecessarily stressful.

I have never had to deal with a less professional company than these clowns. Absolutely appalling service and likely misrepresenting themselves as managers as the likelihood of them managing to hit the floor if they fell over is not guaranteed. Total absence of professionalism in any facet of this company. If you are seeking a property manager do NOT employ these guys as issues we were having were made x10 worse by the lack (or painfully slow) contact and genuine absence of understanding of the issues.

If i could leave no stars i would, Shocking charages, accounts hiden on companies house, Money charged for doing nothing other than grass cutting, These companies should not be allowed,rude unhelpful staff

Absolute crooks. I have a flat in a property managed by these people, they have jacked up the service charge, refuse to do repairs, are consistently rude and non-communicative. I have had issues in my building going back literal years, and they're completely uninterested in doing anything about it.

Avoid at all costs.

Having sold my flat in a building Pinnacle are supposed to manage (see my earlier review for why I say "supposed to manage") in July last year, I received a bill for management services for the period since the sale.
Pinnacle were made aware of the sale prior to it and at the time of completion, but failed to update their records. This left me potentially legally and financially tied to a property I do not own any more. (All the more frustrating after a long dispute with them previously which was taken forward and accepted by the property ombudsman and Pinnacle were made to pay £300 compensation.)

When I notified Pinnacle of the error, I received conflicting stories for why the updates had not happened in line with their GDPR responsibilities. Pinnacle tried to blame my solicitor, the new owner's solicitor, and the Land Registry for failure to notify Pinnacle of the ownership change (despite me saying it to them repeatedly before as well) before tripping up and giving away that they were aware of the details being changed at the time of the sale and just hadn't acted on it.
While I had the back and forth with their ever incompetent building manager, who couldn’t even locate the building let alone claim to be managing it, and the accounts team I raised a Subject Access Request to find what of my details Pinnacle still attached to the property and to prompt them to remove my details.
I was told my details would be removed, but this still has not been confirmed and Pinnacle have not responded to the Subject Access Request, which they were legally obliged to do within one month. It was raised on 11th Feb 2026.
Weeks on and they still refuse to answer my emails or provide the Subject Access Request, so I have raised a complaint with the Information Commissioner's Office.

Dodgy company. Not concerned about their legal responsibilities.

Avoid!

I have emailed this organisation multiple times for 3 months including logging an official complaint. Nothing. I am escalating to the appropriate ombudsman now. It phenomenal how quick they are to engage when they are chasing anout anything to do with accounts.

Barely any communication and serious issues left unresolved for too long (even when serious safety issues reported). And now they have raised our service charge astronimically. Charges meant for the freeholder have been charged to us and when people ask for clarification before paying, they threaten not to make urgent repairs.

Pinnacle are becoming the type of managing agent that make headlines for all the wrong reasons.

These ladies are the biggest scammers and liars in the marketplace. Do not trust either one of these people.

This is an ongoing issue and our experience with Pinnacle Property Management continues to be unacceptable and deeply distressing. Residents are repeatedly left feeling ignored, dismissed, and treated as a low priority rather than people whose homes and daily living conditions depend on competent management.

Most recently — and as part of a wider pattern — our lift has been out of service for nearly two weeks. This is not just inconvenient; it has had a severe impact on families in the building, including households with wheelchair-dependent children. Despite this, the response has felt slow, poorly coordinated, and lacking urgency or compassion.

Our property manager, Neil Cuffy, has been extremely difficult to deal with throughout this ongoing situation. In our experience, concerns are brushed aside and handled without empathy or meaningful accountability. Communication feels dismissive rather than supportive, and issues remain unresolved for extended periods.

There is also an ongoing perception among residents that private leaseholders are treated with more respect and responsiveness than social tenants and shared owners. The difference in approach is noticeable and deeply frustrating.

We are additionally concerned about the development’s reported financial position, with very large debt figures being discussed while transparency and clear explanation from management remain limited. This adds to the ongoing lack of confidence residents have in how the development is being managed.

This is not a one-off complaint — it is an ongoing pattern of poor service, weak communication, and lack of resident care. People deserve basic dignity, equal treatment, and timely action on essential building services. That has not been our experience here.

They should be shut down. They can’t manage budgets or notify residents in time and they don’t respond to issues unless you harass them every day of your life. Absolutely useless

My experience with Pinnacle has been appalling. Whilst happy to issue invoices for innocuous property related matters.....they are unresponsive when pressed on urgent matters. I and other lease holders are now in a position where my property and others can not be sold or re-mortgaged due to the lack of an ESW1 certificate. I have requested this on multiple occasions, with no progress in 12 months and now being ghosted by Pinnacle. Best seek a legal opinion and avoid at all costs.

We recently have had our entire blocks at Crawley taken over by a different Management company. I had to phone Pinnacle on their out of hours number as we had the fire alarms in the car park go off. Not only did their managed Fire Group say they could not attend the Pinnacle out of hours said we don’t maintain your buildings anymore since 31/10.
The staff had incorrectly said this and they should have said the new company is shadowing them
Their numbers were still on the notice boards when I called around 7/11.
Thankfully after a few hours I managed to speak to the New Management company who did not even have our blocks on their systems yet until at least 0300 in the morning when they phoned me from the overseas call centre
Pinnacle you messed up that evening and still no reply from your Property Manager that night either.