For the foreseeable future, all branches will be closed but a core team will be working remotely Monday - Friday 9.30am - 5.30pm to keep core business activities going. Only emergency maintenance will be handled over the weekends.

Cardiff: 02920 640200 Newport: 01633 223300 Pontypridd: 01443 402400 ADVERTISE NOW ›

How to report and track maintenance!

NB: If your issue is an emergency – boiler problem, gas leak, zombie infestation, that sort of thing – call our 24 Hour Emergency line on 02920 640200, select option 4 and our staff will be on hand to help. 

From time to time, maintenance issues may crop up in your property, and it will invariably be the responsibility of your landlord to fix them. This is a quick and easy guide to reporting and tracking maintenance, so you can see what we’re doing to help resolve any issues you may be having. But first, a few quick pointers:

  • Report it early! The earlier you report issues, the quicker they’ll be resolved. If you’re in doubt on whether to report an issue, report it just to be safe. No job too big or small. Unless you’ve literally blown the house up. Then there’s going to be an issue.

  • Be specific about your issue! “Shower broken” isn’t helpful to anyone. Is there water coming out of the shower? Is the water hot? Is the shower on fire?  Pictures are great for this! We actively encourage you to send pictures to us. The more specific you are, the easier it is to convey the issue to landlords. Speaking of which…

  • We can’t authorise any work until the landlord approves it! Maintenance issues can take a little while to fix, and this is often because landlords have yet to approve the work done to their property. This can be for any number of reasons, but we will try to get their approval as quickly as we can. We don’t want to manage damaged properties, and you don’t want to live in them. However, it is important to note that while there are some things landlords are required by law to fix, they aren’t required to fix everything. So while they may authorise some maintenance work, they may also elect not to in certain cases.

Got all that? Great! Here’s how to report any maintenance issues:

1) Visit the Pinnacle website –
2) Click on 'Report Maintenance'.


3) Click on the image that best represents the type of problem you're having, and follow the steps from there! Nice and simple.



How to Track Maintenance Requests

Our online system allows you to track your maintenance request, which is pretty snazzy. To do that, just follow these steps:

1) Visit our website at

2) Hover over ‘Tenants’ and select ‘Tenant Login’.



3) You’ll see a screen allowing you to log in with your tenant login, or if you haven’t created a login, you will be able to create one. After you’ve logged in, you’ll be updated on the status of your maintenance request! 

And that’s it! Easy, right? Reporting and tracking maintenance online will automatically put it into our system, so your request won’t get lost or forgotten, and you’ll be able to keep an eye on it at every stage. 

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