Property Management 50 Awards Success for Leading Industry Influencer at Pinnacle Group
Rochelle Menville, Head of Operations (Homes) has been awarded a top spot in the 2023 Property Management 50 awards for leading the way in the property industry and being recognised as a top Influencer.
Rochelle is a CIH qualified Housing professional with over 18 years’ experience across social housing, leasehold and commercial management.
Rochelle said “It’s lovely to be nominated and be a Winner, and always nice to recognised for the work we do!”
Director of Assets and Residential, Alex Elsy, commented “I am so pleased that Rochelle that been recognised as an influencer in the 2023 PM50 Awards. It is well deserved recognition for all that she does both for Pinnacle Group and our clients, customers and the wider community.”
Congratulations to Rochelle and all of the other worthy winners. You can view the full list of winners here: 2023 Property Management 50 Winners
Pinnacle Group’s Claire Kober on why BTR deserves more attention from Whitehall
The housing landscape is undergoing a rapid shift, and if the prime minister wants to stand any chance of meeting his housing target, much more attention must be paid to alternative development models, including build to rent (BTR).
For many, traditional home ownership is either completely out of reach or something for much later in life. In 1960, the average first-time buyer could have expected to unlock the door to their first home at 23 years old. Now, market analysis shows that they will be stepping on to the property ladder in their mid-30s.
Societal shifts, the cost-of-living crisis, rocketing house prices, rising mortgage rates and a lack of suitable accommodation mean people are spending longer in the rental market, which is pushing up demand. Coupled with an increasing awareness of renters’ rights and a post-Covid-19 emphasis on the quality of accommodation rather than simply location, renters are no longer happy spending their days in substandard properties.
When the wait to get on to the housing ladder is likely a long one, the quality of a rental home takes on new significance; it’s not just a place to lay your head.
This is where BTR comes in. Research from Savills has found that investment activity in the sector grew to a record high of £1.26bn in the second quarter of this year. The sector is seeing significant growth and backing. And the government should take note.
Offering flexibility and quality services, BTR presents a tangible alternative to the conventional approach. To make it work at scale, BTR models need to be refined to provide investors with more certainty, while delivering homes that genuinely resonate with residents’ needs, budgets and aspirations.
The sheer demand is evident. This year, our average occupancy rates soared to 98%. We’ve witnessed a staggering growth from managing approximately 300 units in 2021 to nearly 1,000 in 2023.
Incorporating digital tools is instrumental to achieving positive results. Today more than 60% of residents are engaging apps as their preferred means of communicating with their property manager. From both a management and investment perspective, this contributes to the insight and data that drive effective decision-making.
But the properties need to be built to meet the demand – and that means mid-market single-family rental properties, not just the highly amenitised multi-family homes synonymous with the BTR sector.
The statistics from the latest English Housing Survey are sobering. Over the past three years, 5% of privately rented households experienced overcrowding. Only 62% of private renters expressed intentions to purchase a home in the foreseeable future, primarily due to affordability concerns. These numbers underline the acute need to bolster the UK’s BTR inventory with a budget-friendly offer.
The prime minister has just recommitted the government to build one million new homes by the next election, with a renewed focus on cities and brownfield. But he won’t hit this unless the government gets real about the challenge and focuses on the right areas.
To address the UK’s housing shortage, BTR must surely play a pivotal role. It melds stability and certainty for residents, professional management and, combined with discount market rent, homes at different price points in the market.
With economic growth fundamental to tackling the cost-of-living crisis and new rental homes needed to offset the 151,000 buy-to-let disposals last year, it’s high time policymakers acknowledged the transformative potential of the sector and act on it by supporting BTR initiatives that plug the supply gap. As the housing crisis continues, it could be a real solution to ensuring every UK resident has a place to call home.
Claire Kober, Managing Director (Homes), Pinnacle Group
This article was originally featured in Property Week, on the 11th September.
Social Impact in Affordable Housing Through a Registered Provider and Residents’ Eyes
Originally featured in Local Government Chronicle, written by Ann Xu, Portfolio and Impact Manager at CBRE Investment Management.
Institutional investors measuring social impact in UK affordable housing is a nascent endeavour. CBRE Investment Management (CBRE IM) has one of the longest track records in this space and yet it is still only around five years old.
In 2018 CBRE IM developed a social impact framework which represents the governing principals of how the CBRE UK Affordable Housing Fund invests. This framework continues to evolve.
Fund managers often focus on quantitative metrics such as internal rates of return and yields; as an impact fund, CBRE IM has prioritised the delivery of resident outcomes alongside financial returns by partnering with best-in-class registered providers. Social impact is therefore best illustrated through residents’ stories, which illuminate the human side of the affordable housing investment thesis.
With this in mind, we sat down with Kate Donovan from Pinnacle Group, which manages homes exclusively on behalf of Pinnacle Spaces, a registered provider of social housing and part of Pinnacle Group. Across the UK, Pinnacle Group provides comprehensive landlord services including lettings, repairs and estate, tenancy and leasehold management to over 65,000 homes.
Pinnacle Spaces operates most of CBRE IM’s London affordable housing portfolio, and we heard directly from Kate about Pinnacle’s experiences of working with institutional capital in the affordable housing sector, impact measurement and the experiences of residents.
Affordable housing has evolved, but motivations remain the same
Kate has an almost 30-year career in social housing. She has worked across local authorities, housing associations and for the past three years as head of operations (homes division) at Pinnacle Group, including two years working directly with CBRE IM’s UK affordable housing team.
“I have seen a lot of changes in the sector, but the drivers remain the same: to provide high-quality accommodation for residents with great customer service,” she says. “In my two years working with CBRE IM, no two days are ever the same.”
Pinnacle manages a mixture of schemes on behalf of CBRE IM. These new developments include two buildings in Lewisham – with 67 and 43 affordable units – a 50-unit scheme in Slough and a 245-unit scheme in Abbey Wood. “It involves making sure we are on top of any issues, helping residents settle into their new homes and building relationships in the local community,” Kate says.
Pinnacle is also responsible for mobilising new schemes. This involves procuring energy suppliers, working with local authorities to ensure section 106 agreement compliance, and with housing allocation teams to ensure properties are appropriately let to residents on their waiting lists.
“It is quite challenging,” says Kate. “Every scheme has different pressures. Last week we signed up 33 tenants. Not only did we have to sign all residents’ contracts, give them the keys and an introduction to their property, we also completed welfare benefit checks and affordability assessments for all residents.”
Securing apartments 'feels like winning the lottery'
Kate says the most rewarding parts of her role are when launching schemes. She recalls a few examples from Meadow House in Lewisham.
“Seeing residents’ faces when they see their new properties for the first time at viewings is priceless,” Kate says. “Recently we saw two women literally singing, dancing and cheering. They hugged me and the developer. For many residents, securing a new-build apartment is like winning the lottery because many have been on waiting lists for years.”
Residents talk about their lives previously being on hold, Kate says. “When residents secure one of our properties it is an incredibly emotional moment. It allows them to finally put down roots in a community and build a better life for themselves and their families. One of our residents had previously been living in temporary accommodation for a decade – always on the move and with no permanent home. Now she plans to finally start her own jewellery business.”
The stability also supports working families raise children with a stable education – parents know their kids can go to schools in the same community for the duration of school life.
Kate recalls the story of another resident, a 21-year-old man who had been in hospital for months suffering with sickle cell disease. “This young man came with his nurse from Lewisham Hospital and couldn’t believe how lucky he was to be offered such an amazing flat. He was especially pleased as even though the heating wasn’t on during the viewing, the flat felt warm, which is crucial with his condition. His nurse said the flat would make such a difference to the quality of his life.”
In another story of life transformation, Kate remembers a resident who had been living in temporary accommodation since she was 17, when she came out of the care system. “She is now 27 and has suffered domestic abuse in the past and has significant mental health issues,” Kate says. “This lady was crying with tears of joy when she saw the flat, which she said felt safe and somewhere she could feel settled to enjoy her new life.”
Affordability is paramount
Kate says many residents cannot believe they are able to afford these units because the standard of the finish is very high while rents – as specified in the section 106 agreement – are below the local housing allowance rate.
“There is no trade-off in housing quality under the capped rental levels,” she says. These are new build flats, with the latest technology in heating systems and wifi, and are well ventilated and insulated, crucial for low income earners during the cost of living crisis.
The commitment to affordability is paramount. “The housing product residents receive is high-end compared with existing housing stock from traditional housing associations and local authorities,” Kate adds. “Testament to that is the acceptance rate of almost 100% from viewings.”
Working with institutional capital
“I had never worked with institutional investors before working with CBRE IM, so I did not know what to expect,” Kate says. “The similarities to working with housing associations and local authorities are a driving ambition to provide quality homes with excellent customer service, but institutional investors go about achieving these goals with a fresh approach unburdened by ideas of what social housing traditionally means.
“CBRE IM works at a much faster pace, is more agile, less bureaucratic, and introduced a more collaborative relationship. Institutional investors are also much more data-driven.”
She says the clearest example of this is in relation to sustainability. “We collect a huge amount of data – such as meter readings on energy consumption. Data is an incredibly important driver of decisions for institutional investors. In the tenancy agreements, green clauses are included to ensure data can be collected.”
Kate says aligned values is the most important driver of the success of Pinnacle’s relationship with CBRE IM. “Our ESG [environmental, social and governance] strategy aligns with CBRE IM’s. I remember a conversation about our mutual values in the early days. We discussed working with a sense of purpose to make a difference in residents’ lives and building lasting communities. We share those motivations deeply.
“To do that, you need to start with what residents want: good quality accommodation, affordable rents, and a landlord that listens and responds. They also want to feel part of the community and be able to contact a person they know if problems arise. If these needs are met, they will be satisfied tenants.”
She continues: “We provide residents with knowledge of key local services – from schools to the doctor’s surgery, leisure facilities and community hubs of interest, as well as location of property managers.
“We are experienced in developing relationships within local communities and managing mixed communities. We have a tenant app that coordinates and promotes community services and information. The app helps drive performance – to be best in class and upper quartile in the market, but we look beyond comparisons with registered providers to customer excellence across all industries.”
Evolving KPIs
Performance measurement is crucial to delivering on these expectations. CBRE IM and Pinnacle have agreed key performance indicators (KPIs) which include measuring rent collection timing (at around 97% for Q1 2023) and response times to emails and complaints.
Kate says: “We look to understand our residents through the data we collect, including regular in-app ‘pulse’ surveys, which capture emerging issues in real time. The KPIs continue to evolve over time, based on data insights.”
Pinnacle’s KPI targets align with CBRE IM’s ‘tenure blind’ approach, designed to provide an equal high-quality service to all residents, regardless of rental level and tenure. “Pinnacle listens first-hand to what residents need and we then have an open dialogue with CBRE IM. Investors need to choose a good managing agent that aligns with their values. The level of satisfaction in our ‘move in’ surveys is more than 90%, reflecting our responsiveness, engagement, participation, as well as housing quality.
“At the start of our working relationship with CBRE IM, it was a case of learning together, setting a collaborative tone which has since matured. As our teams have increased in knowledge and experience together, we better understand what is important to residents and the most effective ways to mobilise a building, helping to fine-tune processes.
“Our teams have since expanded, improving collective capabilities, execution and service delivery, adding to the effectiveness of our working relationship and outcomes for residents.”
CBRE IM continues to see increasing institutional capital appetite for investment in the social and affordable housing sector, as the social impact becomes clearer. Hearing residents’ stories and learning the impact of affordable housing on people’s lives drives our motivation to continue to invest in affordable and sustainable homes across the UK.
Pinnacle Affordable Homes Strengthens Board With Two New Independent Non-Executives
Pinnacle Affordable Homes has appointed two new independent non-executive directors, Gerri Scott and Dominic Grace, to its board.
Gerri and Dominic each have more than three decades’ experience in the sector and will strengthen Pinnacle Affordable Homes' mission to provide high-quality affordable housing solutions to residential communities.
Pinnacle Affordable Homes, a Registered Provider of Affordable Housing and a subsidiary of Pinnacle Group, has been a trusted provider of affordable housing since 2012. With a demonstrable commitment to excellence and a proven track record, Pinnacle Affordable Homes is well-positioned to meet the growing demand for affordable housing in the UK.
Gerri Scott assumes her role on the board following three successful years as Executive Director of Customer Service at L&Q, one of the UK's largest housing associations. Gerri's previous positions, including Strategic Director of Housing and Modernisation for the London Borough of Southwark, have equipped her with a deep understanding of the operational and customer service aspects of the sector. Her comprehensive knowledge and insights will enhance the quality of Pinnacle Affordable Homes' services.
Dominic Grace joins the board after an illustrious 37-year career at Savills, where he played a pivotal role in establishing their highly successful London Residential Development team. Dominic brings invaluable expertise in property development and sales. His consultancy and advisory skills will prove instrumental in shaping Pinnacle Affordable Homes' strategic initiatives for sustainable growth.
"We are thrilled to welcome and Gerri and Dominic to our Board," said Nick Wright, Chair of Pinnacle Affordable Homes. "Their extensive industry experience and remarkable leadership qualities will be invaluable as we continue to address the critical need for affordable housing in the UK. We are confident that their contributions will greatly benefit our organisation and the communities we serve."
Gerri said: “I am delighted to join the board, having worked in the affordable housing space for many years, I welcome the opportunity to contribute my experience in strategic housing management, customer service, and performance improvement to further enhance the impact of Pinnacle Affordable Homes. Together, we will strive to address the pressing need for affordable housing and contribute to the well-being of individuals and communities across the country.”
Dominic said: "I am thrilled to join the board as an independent non-executive director. Having spent my career in the real estate industry, I have witnessed the crucial role that affordable housing plays in creating inclusive and thriving communities and I am honoured to be a part of an organisation that is committed to making a positive impact on people's lives.”
The addition of Gerri and Dominic to the Pinnacle Affordable Homes board underscores the organisation's commitment to delivering affordable housing solutions that empower individuals and families to thrive. Their unique perspectives and expertise will help drive innovation, foster sustainable growth, and ensure Pinnacle Affordable Homes is at the forefront of the affordable housing sector.
For more information about Pinnacle Affordable Homes, please click here.
Property Management 50 Awards Success for Pinnacle Group
Two of our colleagues have been awarded top prizes at the 2022 Property Management 50 awards for their achievements in the residential property management industry.
Both Elisa Chui, senior property manager, and Hazel Joslin, property manager, have been recognised in the Build to Rent and Rising Star categories respectively, which celebrate standards of excellence in the property sector among 50 highlighted individuals.
Nominated by manager, Sophie Lyons, Elisa has been instrumental to the success of our Embankment development in Birmingham since joining Pinnacle Group over three years ago. Judges were impressed with Elisa’s commitment to maximising rental income, minimising void loss and ensuring efficient budget management of the development, all while delivering excellent levels of customer service.
Meanwhile, Hazel has seen fast-track success with Pinnacle Group, successfully transitioning from lettings coordinator to property manager within the space of just two years.
Peregrine Lloyd, group chief executive at Pinnacle Group said: “We strive to nurture talent from within our teams, so they can develop the most effective partnerships with our customers and clients. We are very proud of both Elisa and Hazel who have demonstrated such a strong commitment to our high standards, having been recognised in the 2022 Property Management 50 awards for their achievements.
“We look forward to supporting their continued development and want to thank them for all they do to ensure Pinnacle Group continues to deliver smarter, more effective people-first property solutions.”
For more information about our high-quality multi-tenure housing management solutions visit www.pinnaclegroup.co.uk/homes
Claire Kober: The nation acts locally to mark the passing of our head of state
I’m penning this month’s column as the latest inflation figures are published showing an unexpected fall from August’s 40-year high. On the back of lower petrol prices, the Office for National Statistics has revealed consumer price inflation fell to 9.9 per cent last month, down from 10.1 per cent in July. While undoubtedly welcome news, the fall offers little comfort to millions of families who are facing the winter ahead with a growing sense of trepidation. Further inflationary pressures are a given.
It’s not just households looking nervously to the future. After two years of pandemic, many in the sector had hoped for better times ahead, but as 2022 progresses even the most optimistic observers are concerned about the breadth, scale and complexity of the challenges ahead. The worst cost of living crisis in decades, climate change becoming a reality with the hottest summer on record and volatile national politics resulting in Liz Truss becoming our fourth Prime Minister in six years. On top of it all the conflict in Ukraine continues bringing instability to Europe.
The terribly sad news about the death of the Queen was always going to be a watershed. In a lifetime of service she stood with the nation as it went through many and profound changes. In a crisis she reassured us and during the pandemic her dignity inspired us all. Across the country people are still taking in what a huge turning-point this is in all our lives.
It is striking that even at a time of the greatest national significance, the nation acts locally to mark the passing of our head of state. Across the country we have looked to councils to provide an important focal point for communities to come together and grieve, as well as to mark our Queen’s lifetime of public service. For boroughs that have a particular connection to the Royal Family the levels of organisation have been phenomenal. In London a complex logistical exercise has been stood up to facilitate huge numbers queueing to pay their respects in Westminster Hall at the lying in state. Against a backdrop of severe budgetary and demand pressures it’s testament to the commitment of council members and officers alike that the sector has risen to the challenge of supporting the nation through a solemn and historic moment.
Claire Kober, Managing Director (Homes), Pinnacle Group
This article was originally featured in The MJ.
Pinnacle Group Appointed by Bromley Council to Manage New Affordable Homes
Pinnacle Group have been appointed to manage a newly completed development on behalf of the London Borough of Bromley.
Residents have begun moving into the latest ‘Bromley Homes for Bromley People’ in Anerley. This is part of Bromley Council’s decisive action to create more much-needed affordable housing supply across the borough.
The ten modern one- and two-bedroom apartments at the site in George Groves Road Anerley, next to the Town Hall, were officially opened by Deputy Mayor Councillor Christine Harris. The homes are thoughtfully constructed with renewable energy sources and a shared open space for residents to enjoy.
This development is part of the first phase of the Bromley Homes for Bromley People initiative that will see further housing schemes developed on council land coming forward in the near future. It follows hard on the heels of twenty-five new apartments opened off Bushell Way at the newly named Chris Whitty Place in Chislehurst - a development nominated for industry awards.
Councillor Yvonne Bear Executive Councillor for Renewal, Recreation and Housing said: “These high-quality homes in Anerley further boost the amount of affordable housing supply in the borough which is much needed at present. I am proud of our work to use council land to create these smart new housing schemes which will help the fight against homelessness. It is good news for Council Tax payers too as these homes will also help to reduce our reliance on expensive, nightly paid accommodation.”
The new housing in Anerley, in common with that at Bushell Way, was constructed primarily offsite using Modern Methods of Construction (MMC), where complete housing units are delivered from factories and craned on site once groundworks are completed. This style of construction also helps to minimise disruption for communities around the site.
The use of modern energy saving technology, such as electric car charging points and sources of renewable energy enhance the Anerley site which also has seven new off-street parking spaces and cycle storage.
Contractors M-AR worked in partnership with the Council to deliver these homes. Ryan Geldard, Director at M-AR said: “This is another great development that we were proud to deliver in partnership with Bromley Council. These high-quality modern apartments provide great living spaces and features such as renewable energy sources will help residents better manage their utility costs. M-AR has demonstrated its involvement in the community by working consistently to keep local residents informed and by making donations to support the local community centre.”
Rivington Street Studio was the architect for the project. Housing Team Lead Simon Thorpe said: “It’s fantastic being part of the team delivering new homes of the highest design quality, sustainable construction and energy efficiency. Our innovative design uses carefully stacked and offset volumes to create a variety of flats and duplex homes, maximising the potential of a small site while sitting comfortably with its neighbours. It’s a delight to see residents moving in – we hope that the scheme provides homes that they will be proud to live in.”
Pinnacle Group, has been appointed to manage the council’s new housing in Anerley. Michelle Bowler, Director of Operations at Pinnacle Group, said: “I’m pleased to be able to offer support to new residents in Anerley. Our company is focused on creating and sustaining successful communities and we will be on call to lend a helping hand when required.”
Pinnacle Group To Manage New Affordable Housing Development In Chislehurst
Pinnacle Group have been appointed to manage a newly completed development in on behalf of the London Borough of Bromley which delivers ‘Bromley Homes for Bromley People’ as residents start moving into their new flats.
Completion of the new housing in Chislehurst has been commemorated at a launch event and was opened by Deputy Mayor Councillor Christine Harris, which was officially named ‘Chris Whitty Place’ to commemorate the Public Health work in response to COVID-19.
The housing site off Bushell Way contains 25 modern one- and two-bedroom affordable apartments and is amongst the first housing schemes developed on council land to create more affordable housing in the borough. Contractors M-AR worked in partnership with the Council to deliver these homes, as well as 10 further apartments on a site adjacent to Anerley Town Hall.
Leader of the Council, Councillor Colin Smith said: “I am extremely pleased to see such high-quality homes coming on stream, both here and on other sites across the borough, as part of the Council’s drive to supply more Bromley Homes for Bromley people.
“With residents now moving in to hopefully begin much happier chapters in their lives, such accommodation also reduces the Council’s reliance on expensive, nightly paid accommodation elsewhere, benefitting the wider Council Tax payers too, and underlines the Council’s determination to tackle the blight of homelessness, wherever the opportunity presents itself.”
The Chislehurst housing development has recently been shortlisted for several industry awards, including Social Housing Project of the Year in the Offsite Awards. Modern Methods of Construction (MMC) were used on this project, which involves the housing units being constructed in factories offsite and then delivered and craned onto site following the groundworks being completed. The development contains a number of environmental features in its design, including photovoltaic (PV) panels and herb gardens.
The first phase of the Bromley Homes for Bromley People programme includes the construction of 25 apartments off Burnt Ash Lane and a further 10 apartments adjacent to Anerley Town Hall. Housing schemes are also now coming forward in York Rise, Orpington and next to West Wickham library.
Michelle Bowler, Director of Operations at Pinnacle Group, said: “Supporting people with long term housing solutions is essential, and we’re proud to be playing a part in ensuring Chris Whitty Place is a huge success for its residents and the wider Bromley community. Creating and sustaining successful communities is at the heart of what Pinnacle Group does. Our approach extends beyond simply providing housing management services, we see the bigger picture and look forward to being a friendly face to all residents and the local community.”
Pinnacle Group finalises integration of Orchard and Shipman brand.
The integration of housing specialists, Orchard & Shipman (O&S) Group, into Pinnacle Group has entered its second phase. This means that as of 1st June 2022, O&S Group now operates under the Pinnacle Group brand, replacing all O&S Group branding.
Pinnacle Group acquired O&S Group in late 2021, to support Pinnacle’s geographic expansion and service capability growth. Since then, the integration of the two businesses has been steadily underway. As well as the change to the branding, this latest phase of the acquisition will simultaneously see the O&S Group social media channels and website cease - apart from O&S Homes (one of our regulated Registered Providers of Affordable Housing), which will still have a page on the Pinnacle Group website.
Peregrine Lloyd, chief executive of Pinnacle Group, said:
“We’re pleased to be taking the final integration steps as part of our exciting acquisition of O&S Group. The integration of branding, social channels and website within the Pinnacle Group brand is an important part of our plan to deliver our vision together as one provider. We look forward to growing from strength to strength together.”
Peregrine Lloyd
Group Chief Executive
Pinnacle embarks on landmark £141m MOD accommodation services contract
TODAY marks the official start of Pinnacle Group’s £141M contract to deliver National Accommodation Management Services (NAMS) for 49,000 Service Family Accommodation (SFA) homes across the UK, on behalf of the Defence Infrastructure Organisation (DIO). The high-quality customer services will be delivered by a specialist division – known as Pinnacle Service Families. The contract is for seven years, with an option to extend for up to three years.
The landmark NAMS contract, which was awarded to Pinnacle Group in 2021 due, in recognition of its extensive housing services expertise, is now operational. As of 1 April 2022, Service Personnel and their families will benefit from an enhanced customer journey and experience. Whether moving in or out of properties, raising a repair, or planning scheduled housing maintenance, the customer-facing Pinnacle Service Families team is now the dedicated single point of contact for all Service families' housing management needs.
The go live also marks the start of a new partnership with Sopra Steria as the digital partner, supported by Shared Services Connected Ltd (SSCL), which is providing its contact centre expertise to Pinnacle Group.
Throughout the process of mobilsation and contract start, Pinnacle has worked closely with DIO and the Regional Accommodation Management Service (RAMS) partners – Amey and VIVO. Military personnel and their families have been represented by the Service Families Federations to ensure their needs are fully considered when developing the service offer. This includes the modernisation of communication methods, with the introduction of a new digital platform to log requests and receive progress updates.
“This significant and essential contract, designed to improve the way Service families access and receive housing accommodation support and services, has been carefully planned in collaboration with all our delivery partners. We are now proud to be acting as the single point of customer contact and reassurance for the management of 49,000 Service Family Accommodation homes across the UK.
“We understand the importance of high-quality housing services and the impact this has on the wellbeing of Armed Forces personnel and their families. With over 25 years of service delivery experience, we are well positioned to deliver best in class services and are deeply committed to the success of this contract. We have invested substantially in the new National Service Centre in Liverpool, where we will deliver the digital platform designed to integrate all housing management and repair aspects of our work. We will also maintain our focus on customer responsive from our nationwide network of service hubs.”
Peregrine Lloyd
Group Chief Executive, Pinnacle Group
“We are excited to launch the new service today which follows months of hard work to mobilise the contract. Over the coming weeks, Service families will begin to see how we are building on our commitment to innovate and modernise, with improvements due to evolve, which will make a big difference to how they access support.
“We have a comprehensive website to keep service families up to date, with new service features being added. We also look forward to working with customers to help shape the service as we move forward.”
Claire Kober
Managing Director, Homes, Pinnacle Group
Air Commodore James Savage
Head of Accommodation, Defence Infrastructure Organisation (DIO) “We truly value the service of those in the Armed Forces and are dedicated to ensuring they and their families have the best experience possible when managing housing and accommodation. Winning this contract will allow us to do just that; providing military families with more digital touchpoints to enhance their experience of living in service family accommodation, accelerate resolutions and proactively minimise any potential disruption to their lives. “Estate integration is a growing market for Sopra Steria, and we’re delighted to have been selected by the MOD to provide data-led insight for improved customer service, proactive intervention, and a ‘future of work’ style estates transformation as part of its new FDIS contracts.”
Sue-Ellen Wright
Managing Director, Aerospace, Defence and Security, Sopra Steria
“I’m delighted that we can support Pinnacle to deliver our award-winning contact centre services to all Armed Forces serving personnel and their families. We not only pride ourselves on our enhanced digital capabilities, expertise, and knowledge in contact centre service delivery, but also on the excellent customer experience we extend to all our customers.”
Kenny Morris
Managing Director, SSCL Government
Pinnacle Group Appoints Ark to Strengthen Digital Offer
Pinnacle Group has committed to strengthening its digital offer for customers across its residential management portfolio, signing a three-year deal with Prop Tech start-up Ark.
The move will see Pinnacle use Ark’s cutting-edge platform across thousands of its homes; Ark launched in 2021 to partner with developers, investors and social housing providers to harness communities via a lifestyle app for tenants. Pinnacle, a large-scale property manager overseeing a national portfolio of 80,000 homes across a range of tenures, will pilot the software across its PRS and leasehold management portfolios before rolling out more widely later in the year.
Claire Kober, Managing Director of Pinnacle Group’s Homes business said of the news: “Pinnacle exists to deliver residential management solutions across a range of tenures, portfolios and geographies. We pride ourselves on the highest standards of customer service and are committed to providing a market leading digital service to compliment residents’ lifestyles.
“Ark is a natural partner in our endeavour; the team has created an innovative platform which allows us to better engage with residents across our portfolios using cutting-edge technology. It will mean customers can access our services, connect with their property manager and report a repair from the app on their smartphone. It will also support the drive to build strong, cohesive communities across our sites.
“This is an ambitious partnership. Working together, Ark and Pinnacle Group will transform the quality and accessibility of our service to customers ”
The announcement comes just weeks after Ark announced that award-winning regeneration company Urban Splash would implement its software across its entire, nationwide portfolio in places like Sheffield, Manchester and Birmingham. In late 2021, Runcorn-based Halton Housing also appointed the company to use the Ark platform for residents’ complimentary use in one of its communities.
Angus Reid of Ark explained: “We are just one year into our journey and are thoroughly enjoying partnering with renowned names in the housing sector.
“It is our goal to harness better relationships between landlords, portfolio managers and the people living in their homes, while simultaneously enhancing the living experiences of residents. We’re already seeing early successes of that with Urban Splash and look forward to reaching even more people through this new relationship with Pinnacle; we are delighted to be working with such a prominent property manager.”
Pinnacle Group lands Canary Wharf Group contract
Pinnacle Group has been awarded the contract to provide housing management and resident repairs at the affordable rented homes development in Wood Wharf, the new neighbourhood in the heart of Canary Wharf, London.
The five-year contract for Canary Wharf Group will see Pinnacle looking after 143 affordable rented homes made up of one, two, three and four bed apartments.
Pinnacle will provide maintenance and communal area cleaning and oversee management of issues and tenancies, including successions and void periods for two blocks that are part of the first phase of Wood Wharf, part of the sustainable community at Canary Wharf.
It is also managing the letting process with Tower Hamlets Council, which includes vetting applicants conducting both virtual and in-person viewings and arranging the tenancies.
“Pinnacle is delighted to have been awarded this contract from Canary Wharf Group and we have been working hard to fill the apartments as quickly as we can. At the moment it is taking only ten days from tenant referral to sign up, and we have signed up nearly 100 residents.”
Pratik Popat
Pinnacle Group Regional Manager
Pinnacle will employ at least 25% of its workforce at Wood Wharf from the London Borough of Tower Hamlets. Later this year, Pinnacle will also start its programme of courses to help residents improve their employability with job seeking advice and training.
When completed, Wood Wharf will have up to 3,600 homes, retail, office, an NHS medical centre and primary school, waterside and cycle paths with parks and gardens.