Pinnacle Group Reviews 

Great and professional individual handled March out really well.

Pinnacle does not listen to SFA tenants and shows little care or consideration for the Service personnel and families they are responsible for housing. The standard of SFA accommodation provided is unacceptable — properties are old, outdated, and poorly maintained.

Legitimate concerns raised by tenants are frequently ignored or dismissed, leaving families living in substandard conditions for prolonged periods. For military families who have limited choice and rely on SFA, this lack of care is particularly disappointing. The housing provided falls well below the standard that Service Families should expect or deserve.

David (David Bruce, Catterick Garrison) was amazing, super informative and seemed to know exactly what he was talking about, was very reassuring when it came to our concerns about the house due to past experiences, Really nice bloke to chat too and made the whole process easy and quick. Probably one of the best housing officers we have had since living in MOD housing! After having such a hard time with our previous house and HO we were skeptical about how this move in would go but it was a pleasant surprise and we look forward to the coming years of living here!

I moved into Crossways Quarter (Bellway Apartments) in June 2024, and unfortunately my experience with Pinnacle—the company managing the service charges—has been extremely disappointing from day one. We were told by Bellway that Pinnacle would contact us with details about our service charges, but the very first correspondence we received was a warning letter claiming we were in arrears and threatening additional charges and bailiff action. Not exactly the welcome you expect when moving into your first home.

Although Pinnacle later informed us that we could set up a monthly standing order (which we did immediately), the issues didn’t stop there. When purchasing the property, we were promised a children’s play area, a gym, and a workhub—yet 18 months later, only the workhub exists and only just (opened within the last 3 months). Despite this, we are still paying for them through our service charge.

Adding to the frustration, our annual service charge—normally applied in August—was only communicated to us on November 19th, and had increased significantly from £1,758.40 the previous year to £2,372.69. This rise is completely unjustified given that the development is still unfinished and many services are either unavailable or poorly delivered.

After receiving this extremely late notification, I updated our standing order immediately to ensure the new amount was covered. Yet today, I received another threatening letter claiming we are in arrears and warning that bailiffs will be sent to recover funds—despite us paying exactly as instructed.

Overall, this entire experience has been stressful, unprofessional, and deeply disappointing. I cannot wait to leave, which is a shame because the promised facilities were a major part of what drew us to this property in the first place—and we have been unable to benefit from any of them.

I recently had a long-running issue that needed to be escalated, and Craig from Pinnacle’s escalation team was the standout reason it was resolved so smoothly. From start to finish he was absolutely professional, taking the matter almost personally in the best possible way and making sure every detail was followed through.

Throughout the whole journey he kept me fully in the loop, contacted me regularly with updates, and made sure I always knew what was happening next. What had been a stressful situation over a long period of time became much more manageable purely because of his involvement.

Having someone as experienced, committed and genuinely customer focused as Craig in the escalation team is invaluable. Pinnacle are very lucky to have him, and I would not hesitate to recommend them based on the level of care and service he provided.

I’m really not happy. I was approached about a job, and after I shared my availability, the communication just dragged on. My messages were read, then I was asked if I could work a specific day. I replied, and again the message was read with no response. I understand I kept texting for updates and even recommended a few people, because I wanted to show how keen and committed I am to the job,but there should still be the basic courtesy of a reply.

When people recruit, the first responsibility is to confirm the outcome to the person they approached. A simple yes or no closes the conversation and shows professionalism.
I’m a hard worker and always give my best, but I don’t appreciate being approached, having my hopes raised, and being told someone will speak to a manager, only for them to never come back to me.

The preparation of the property prior to the move-in date, as well as the coordination of contractors, was handled so poorly that it significantly impacted a member of my team at work. When I politely raised the issue with Pinnacle, I was met with an irrelevant reference to 'GDPR' and received no assistance whatsoever. South Oxfordshire.

1★ – Poor Standards and Lack of Respect for Residents

There are recurring concerns across this building about the way the property is managed and how residents are treated. Many of the issues that are raised take a long time to resolve, and communication is often minimal.

Residents have reported:

Heating and hot-water problems happening repeatedly with little clear information

HIU leaks and plumbing faults, including toilets not working properly in some flats

Damp and mould developing in certain apartments despite this being a new build

Communal repairs (security doors, damaged carpets, scuffs and dents) left outstanding for long periods

Inconsistent cleaning and waste management in shared areas

Staff arriving at doors without appointments, which makes people feel uncomfortable

Slow or unclear complaint handling, leaving residents unsure of what is being done

A general feeling that the building and its residents are not being treated with the level of respect and care that should be expected, possibly because of assumptions about the area

Overall, residents feel that the management standards here are far below what any new development should have. Better communication, quicker repairs, and a more respectful approach would make a significant difference.

Horrific company. Been living in a property they manage for 4 months and they do NOTHING about repairs leaving tenants to freeze
Shambolic company who won’t take responsibility for their own failings

Alexandra Wilson was extremely helpful today and a pleasure to deal with

Disappointing. No gym, after 1 year of buying the property at Crossways. Electric charge for cat at 47p is a robbery. Service charge increase of 35% in the first year despite failure to provide gym. What a disaster.

We wanted to take a moment to express our heartfelt gratitude for everything Liam has done so far, to help us secure our new home. Before we connected with Liam, the process felt overwhelming - calls and emails went unanswered, and we were left feeling frustrated and disheartened.
From the very first conversation, Liam completely changed that experience. His kindness, empathy, and efficiency have been remarkable. He not only reassured us that what we needed was possible, but acted quickly to make it happen. Providing a safe and secure home for our family means the world to us, and his ongoing support has been amazing.
We truly can’t thank him enough for going above and beyond. His professionalism and care have made all the difference.

The housing of our families is, self-evidently, of paramount importance. And this is the mandate carried out by Pinnacle, with considerable room for improvement.

David Bruce (Catterick) was professional in his work. He came well before the appointment time knowing I had to travel far to the new SFA. He also showed me what necessary steps I need to do when closing my utilities bills (I.e submitting my final gas and meter reading). Thank you for your help and advice in marching out the property.

David Bruce from Catterick visited this morning to conduct a pre march out. The process was fully explained to me and felt like there was no rush. He answered all of my questions and even left his contact details for use if I had further questions.

Marched in yesterday by David Bruce in Catterick. Smooth move in, everything explained properly, friendly service.

David Bruce just moved me into my new property with no fuss and was friendly and helpful throughout the process

I had both my pre-march out and march out with Jade Brown. She made everything so easy and explained to me what I needed to do. Whole process was very smooth. Thank you.

I am a serving member of the British army, entitled to surplus housing however I have not heard anything back from my application, and I am supposed to be moving in, in 11 days. I have inputted the date of my wedding (1 Dec) and the details needed (I am currently deployed over seas so my partner is trying to deal with this but nobody is speaking to her). And nobody has told us anything.
What is the point of opening SFA applications up to long term relationships if you just ignore applications and don’t help them. I submitted an application for SFA months ago and now I am facing being homeless in 11 days because of not hearing anything. Ridiculously bad customer service. If you MUST reply to a married person within 2 weeks, why is it okay to ignore everyone else for months and leave them homeless?

I had a great experience with Mr David Bruce as he made me feel welcomed into my new home, he explained everything about the house to me with great clarity so that I have no issues down the line and also provided me with adequate sources to contact them. I would highly recommend pinnacle group.