pinnacleservicefamilies.co.uk Anmeldelser 

This company is awful, and I will be reporting them to the housing ombudsman. Initially we report our house with Hyde who then sold their share to this stupid excuse of a company. I have had nothing but poor communication passing over to different people who don’t respond. I have waited months for responses back for emails to still not have a response they have failed to notify me of my charges correctly and when questioned they won’t resolve this complete ignorance and ignoring especially somebody called Andrew who just passes the blame and responsibility to other people who just decide to not respond salute worst company and I’ll be reporting them and I will not be paying anything to them until they resolve my issue

Awful, My daughters room and bathroom has alot mould and yet they do absolutely nothing. We cant get a smart meter because no one will touch our electric because its that old and they said its dangerous, when our front door wouldn't unlock they weren't interested because we has another door to use. We said if the fire is in the kitchen we would be screwed and yet they weren't interested, they do not care about the houses and the people its an absolute disgrace.
Some of the handy men are so miserable and have the i cant be bothered, but thats properly because they are told to do jobs that they are not skilled in.
We are going to be putting in a formal complaint in again, if nothing is done then we will take the next steps.
Absolute joke

I recently had an issue whereby some of my post was delivered to one of the properties managed by Pinnacle of which were really important and confidential documents. I contacted Stacey who is the housing officer for the Drayton area and she was able to collect the post for me and even delivered it to my correct address. Stacey was such a life saver and I really appreciate her help. Thank you so much.

This review is my last resort after enduring a shocking level of service for over three weeks. We first reported our broken shower weeks ago, and what followed has been a series of broken promises and frustrating delays.

The repair has been rescheduled four times. For the fourth attempt, we were left waiting all day, only to have the engineer fail to show up. This was after multiple calls to your customer service team to confirm the appointment. The engineer simply didn't arrive, and no one bothered to notify us.

To add insult to injury, the next available appointment is another week away. This means we will have been without a functioning shower for over a month. As a household, this is a major issue, and for my husband, a nurse, it is a serious health and safety problem. This entire experience has been ridiculous and has shown a profound lack of respect for us as customers.

SHOCKING! Had my ceiling removed due to asbestos. I literally have no ceiling!!!!! And a leaky roof, apparently it’s liveable. I’m selling my story to the newspapers in hope this sheds light on what soldiers are living.

Absolute disgrace to the services.
We were informed previous to marchout that our failed accommodation would be ripped out for renovation to something they refused to do till we left only for charges for carpets nearly 20 years old and a curtain stain to which we were originally given under Carrillion amey contract a full on laundry charge where it would have been cheaper to buy a new modern curtain instead of the 80s curtain they charged us for. Seriously this company will take advantage of serving personnel and its all about money. Well done! Another reason to not sign up to serve.

Pinnacle’s Handling of Service Families Accommodation – A Failure on Every Front

Pinnacle’s management of Service Families Accommodation is not just inadequate — it is a case study in systemic failure. In my experience, they have consistently demonstrated contempt for both contract and customer. The property allocated to me was filthy, unsafe, and unfit for occupation, yet it was signed off as ready — a blatant breach of their obligations. Repairs were delayed or ignored entirely, with urgent issues left unresolved for weeks.

What makes this worse is the total absence of accountability. My requests for support were mishandled or ignored, emails unanswered, promises broken, and timelines meaningless.

This isn’t just poor service. It’s institutional negligence. Pinnacle operates a system where the complainant has no control, and the provider can simply keep complaints open until it suits them. Their process is not only unfit for purpose — it is unlawful under MOD policy. Sadly, the DIO behaves as their lackey rather than holding them to account.

Pinnacle have shown themselves to be indifferent to the welfare, dignity, and legal rights of Service families. In any other sector, this level of failure would result in contract termination. It is time Defence held them to account.

Having initially experiencing problems with moving house (allocation before new job starting). Craig Watmough was amazing in helping me get a house in time, can't thank him enough.

I am following up on my previous review, which I posted in December 2024. I recently saw their response stating that they attempted to contact me via phone or email. However, I want to clarify that this is completely untrue—I have not received any calls or emails from Pinnacle team.
It is disappointing to see such misleading claims, as it only reinforces my concerns about the trustworthiness of your company. If you truly wish to address my concerns, I expect genuine communication rather than false statements.

Everything went wrong, from repairs not being carried out, LGSI not being completed with 3 appointments not turned up on, mold and damp painted over. Would NEVER reccomend service family accommodation to anyone, it is stressful living in a property you must keep immaculate when you are fighting with the outdoor elements and issues within the homes.

Disgraceful. Supposed to make life easier for service families and they are rude, unprofessional, have no empathy and treat service personnel like dirt.

No heating in our home, I went on exercise for 3 days and could therefore NOT be at the property to meet the engineer. First engineer came on the day reported, couldn’t fix it. I got a hotel for my partner who works in another city and commutes to work. She also has an auto immune disease and could not stay in the house with cold temperatures or miss work.

It took 5 engineer visits to FINALLY work out it was a simple thermostat issue. Now I am being belittled and told I am the issue because I delayed the appointment.

Civilian company who have ZERO understanding of military life or any empathy or compassion for people and their circumstances.

My first service home and I am horrified at these people.

I have to add the engineers were all really kind and polite. The keyboard warriors on the end of the emails and the call handlers are in another league of rudeness.

Poor support, conflicting advice, has led to a couple in massive distress after 2 rejected applications to transfer a occupant license for SFA, between 2 serving people, trying to swop the license as 1 is leaving the forces in 2025 since August 2024 and today it still has not been approved, they have done everything you have advised them to do yet it is not being done, a simple process that should not be difficult has taken 4 months of stress, and distress and has been rejected again, the operative on the phone was unhelpful, and had incorrect information that is not related to them, the service person staying in the services is due to deploy in January adding further stress to the situation, they are now having to get welfare involved, yet other couples in their area have done a transfer of license, in one case it took 10 minutes on a phone call, it is obviously the luck of the draw , awful service,

Worst experience ever.
I had an awful experience with the only company in the UK handling Service Families Accommodation. They are making life unnecessarily difficult for service families with their lack of empathy and terrible attitude. Service personnel pay for these accommodations and all they ask for is a decent place to live. However, the company’s outdated computer system is a disaster—it doesn’t accurately show available houses. You can physically see plenty of properties empty for a long time, but because they don’t maintain them properly, they aren’t shown as available on the system.

The customer service is the absolute worst I’ve ever dealt with. Instead of offering suitable options, they push the least desirable ones on service families and threaten not to offer anything at all if you refuse three unsuitable properties. It’s incredibly frustrating and stressful for the entire family.

I can’t understand why it’s so hard for them to be polite or show some sympathy for service personnel’s situations. Even when you provide specific comments on the e1132 form, it feels like they don’t bother to read them. They just send one random offer that’s completely unsuitable for your family’s needs.

Having been in the army for 22 years, I can confidently say this is the worst company I have ever encountered. It’s not just my experience—everyone moving into Service Families Accommodation seems to face the same issues. This company is a nightmare, and I can’t wait to see them lose their army contract.

Avoid at all costs if you can.

I had an awful experience with the only company in the UK. They are making life difficult for service families with their lack of empathy and terrible attitude. Service personnel pay to stay in the Service Families Accommodation and all they ask for is a decent place to live. However, the company's outdated computer system doesn't accurately show available houses, and their customer service is the worst. Instead of offering suitable options, they force the least desirable ones on service families and threaten to not offer any if they refuse three unsuitable offers. It's frustrating and worrying for the whole family. I don't understand why it's so hard for them to be polite and sympathetic to service personnel's situations. They deserve better.

Pinnacle should be exposed for the nightmare of a company they are. Staff don't care and jobs never complete.

Failing service families. Poor communication, lack of care and dishonest. Very disappointing that this is how military families are served. Hundreds of examples of families being left in terrible situations without the basics requirements. Should be ashamed.

I did not think a company could be worse than the previous caretaker of Service Families Quarters (Carillon Amey), but Pinnacle have managed to do this with ease.
Extensive mould in my accommodation thay they manage. It was reported, and an engineer did visit but the job was not completed. Multiple attemtps to make contact, and attempts have been made by other departments that work closely with them but they will not acknowledge, reply, or own their incompetence and mistakes. They now owe me compensation but I doubt I will ever hear from them again. I have a great deal of evidence from reliable sources that have been more than happy to detail pinnacles sub-standard service. Who agreed to this take over?!! Who is monitoring this? Pinnacle, you really need to look hard at yourselves, be accountable for your actions, and explain to all the unfortunate families that have to live with this poor service what you are doing to improve.

Another bad experience. Long telephone wait times and cannot get someone to attend my home for an urgent repair. I’m having to wait 5 days for someone to repair an issue with my boiler, no heating and I must wait 5 days and told “there’s nothing we can do”. Disgusting service, this company should not be managing houses.