Tenant Satisfaction Measures – Pinnacle Affordable Homes

Pinnacle Affordable Homes

We are committed to listening to tenants about what they think about our services, so we can continue to improve. Our annual Tenant Satisfaction Measures (TSMs) are a way for tenants to provide feedback and to understand our performance.

There are 24 TSMs, set by the Regulator of Social Housing. All housing providers registered with the Regulator of Social Housing must collect and publish this information every year. 

Twelve of the measures cover customer satisfaction with services and are based on customer surveys. The other twelve focus on our operational performance, including building safety compliance checks, as well as how we manage complaints and antisocial behaviour. 

Customer surveys were carried out between December 2024 and March 2025. We asked all of our tenants their opinions on how we repair and maintain homes, whether we listen and respond to their feedback, and their overall satisfaction with the services we provide. These surveys are different to other satisfaction surveys, where we ask for feedback from customers after they’ve received a service from us. 

Our Tenant Satisfaction Measures in 2024/25

Customer Satisfaction

By gathering feedback from tenants, we can continuously improve our services, from overall satisfaction to repairs. The Tenant Satisfaction Measures also allow readers to compare our performance with that of other providers.

Overall satisfaction with our services
0 %
Overall satisfaction with repairs
0 %
Satisfaction with time taken to complete the most recent repair
0 %
Satisfaction that the home is well maintained
0 %
Satisfaction that the home is safe
0 %
Satisfaction that we listen to tenants’ views and act upon them
0 %
Satisfaction that we keep tenants informed about things that matter to them
0 %
Agreement that we treat tenants fairly and with respect
0 %
Satisfaction with how we handle complaints
0 %
Satisfaction that we keep communal areas clean and well-maintained
0 %
Satisfaction that we make a positive contribution to the neighbourhood
0 %
Satisfaction with how we handle anti-social behaviour
0 %

Building safety and compliance

Building safety and compliance are key Tenant Satisfaction Measures. We are committed to meeting high standards, with near-perfect completion rates for fire, gas, asbestos, and legionella checks, as well as maintaining the Decent Homes Standard.

Homes requiring a gas safety check that have had one completed
0 %
Homes requiring a fire risk assessment that have had one completed
0 %
Homes requiring an asbestos check that have had one completed
0 %
Homes requiring a legionella check that have had one completed
0 %
Buildings with passenger lifts that have had a lift safety check
0 %
Homes not meeting the Decent Homes Standard
0 %

Repairs, complaints and antisocial behaviour

Proportion of repairs completed within target timescale (Non-emergency)
0 %
Proportion of repairs completed within target timescale (Emergency)
0 %

Non-emergency repairs targets:

Pinnacle aims to attend urgent repairs within five working days and complete repairs within 21 working days. It aims to attend non-urgent repairs within 21 working days and complete repairs within 60 working days.

Emergency repairs targets:

Pinnacle aims to attend emergency repairs within 24 hours and complete repairs within 14 working days.

Stage 1 complaints received
0
Stage 2 complaints received
0
Stage 1 complaints responded to within the Housing Ombudsman’s Complaint handling code timescales
0 %
Stage 2 complaints responded to within the Housing Ombudsman’s Complaint handling code timescales
0 %
Antisocial behaviour cases opened
0
Antisocial behaviour cases that involve hate incidents opened
0