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 ›

The deposit return process is always one that worries tenants, so we wanted to give you some information on how the student deposit season has gone. We want to return your deposit as quickly as possible, so we have made some changes within the business. 

With hundreds deposits to return over the summer months, this is always a challenging time of year but we are committed to improving this year on year, because we care that this has a big impact on your experience of us as a letting agent.

This year we went back to basics, put more resources and training in place and made internal processes more efficient, and the results speak for themselves. We resolved problems quickly and have received some great feedback and social media reviews during this 3 month period. We wanted to share a few statistics with you, to help put you in the picture:

  • 284 closing inspections completed before the end of August. 
  • Out of 284 deposits, 97% all closed or sent to TDS for adjudication, whereas last year the summer deposits were still being worked on later into the year
  • 25% decrease in levels of reported maintenance jobs, meaning they are being processed more quickly and effectively. 
  • Pinnacle has been given a 4 out of 5 rating by TDS for quality of information provided, whereas the industry standard is 3.25 out of 5. That means our inspections are of high quality and in line with what TDS expect.
  • 66% decrease in complaints during this period

We know we still have work to do and this isn't perfect, but hopefully you can see the efforts we are making, are getting results. We would like to thank you for your patience during this summer period and we are committed to streamlining this process further in the future, so any constructive feedback is gratefully received.

If there are any outstanding queries please email or call 02920 640200 and press 5 for deposits and inspections and we will be happy to help and answer any outstanding questions

Thank you for your continued support from everyone at Pinnacle Letting and Estate Agents

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