Pinnacle Spaces
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
Satisfaction with repairs
Satisfaction that the home is safe
Satisfaction that we listen to tenants’ views and act upon them
Satisfaction that we keep tenants informed about things that matter to them
Satisfaction that we keep tenants informed about things that matter to them
Satisfaction with how we handle complaints
Satisfaction that we keep communal areas clean and well-maintained
Satisfaction that we make a positive contribution to the neighbourhood
Satisfaction with how we handle anti-social behaviour
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.
Repairs, complaints and antisocial behaviour
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.