If you are not satisfied with the level of service you receive or the repairs to your home you should record the problems with Pinnacle and give as much detail as possible to allow them to resolve the issue promptly.
Service accommodation feedback and complaints
This infographic illustrates the service accommodation feedback and complaints process.
Reporting routine repairs
To report a routine, or non-urgent, repair for your accommodation, contact Pinnacle: 0800 031 8628 (option 1)
Reporting critical repairs
For critical repairs, emergency or urgent, contact Pinnacle: 0800 031 8628
When requesting a repair, you need to be aware of the different categories of repairs and response times:
- Emergency – An Amey or VIVO engineer will be with you within 2 hours to carry out a temporary repair, make things safe and prevent further damage. Once the situation is safe a repair will be booked.
Examples of an emergency repair include a burst pipe that isn’t helped by turning off the water supply or a gas leak.
- Urgent – An Amey or VIVO engineer will be with you as soon as possible or within 48 hours.
Examples of urgent repairs include, loss of mains water, loss of electricity (not caused by power cut), no hot water or central heating or collapsed ceilings.
- Routine – An An Amey or VIVO engineer will be with you within 12 working days to make a repair.
Making a complaint
If you are dissatisfied with response times or how a repair has been handled you need to log a complaint by following the process below: