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 ›



Let us know if something needs fixing. You can do this quickly and easily on-line. We understand that sometimes things break and a lot of the time no one is to blame, so please don't put off letting us know about maintenance. The longer you leave it the worse it may get!

We try to rectify all maintenance issues as soon as possible, but please be aware that the months of July and August are extremely busy for maintenance. Requests may take longer to grant at this time, so please be patient - we haven't forgotten you.

Reporting Maintenance
To report and track maintenance please set-up your online account:-
1. Click on the Maintenace Login
2. Go to Would You Like To Create An Account?
3. We will then send you an email with your account password
4. You can then view the jobs already reported and tell us about any other maintenance.


If you are unable to report the maintenance online, please feel free to call us on 02920 640200 or pop into your local Pinnacle office.

What maintenance faults am I expected to deal with?

You are expected to carry out minor maintenance issues at the property. To give you a few examples, if a door handle becomes loose, you are expected to tighten it. You are expected to replace light bulbs when they fail and to replace batteries in smoke alarms. If you have a blocked sink/bath/toilet, you would be expected to unblock it. For this type of domestic blockage we suggest you try using an unblocking chemical that can be purchased at most supermarkets. If this is unsuccessful then we will be happy to recommend a good plumber.


What are you expected to do if:

"the judges were blown away" - Sunday Times and Times Lettings Agency of the Year Judges’ Report 2013

You noticed damp or mould

You misplace your keys

You notice water leaking

The electricity has gone off

You smell gas

The boiler isn't firing up

"Pinnacles hangs its hat on treating landlords and tenants as equal customers. It knows that one can't survive without the other. When Pinnacle states 'we will tell a landlord they are being unreasonable, even if it comes at the expense of losing a managed property' the judges were blown away.

As there is a proliferation of managed student lets on their books, maintenance is high on the list of priorities. There is a rigorous approach to third party contractors and a firm has to be recommended to them to even be considered."


I've noticed damp or mould

Mould is a common problem in rented houses, especially flats, and there is a simple explanation as to why it occurs. Mould develops when rooms are not ventilated when showering and drying clothes. It is not usually a problem with the property, and it is easily avoidable. Unfortunately though, it is one of the main reasons tenants don't get their full deposit back!

To guard against mould you must ventilate the property. That means opening windows frequently, especially when drying clothes. If you do have a minor mould issue, use a very weak bleach solution on a damp cloth to wipe it down. If it is more severe, call us.

Steps to avoid mould

Losing your keys.

Should you misplace your keys or lock yourself out during office hours, please come to the Pinnacle office. We have spare keys for you to collect.

If it is out of office hours then we would suggest you find alternative overnight accommodation and come to our offices the next morning. The Pinnacle office is open Monday - Friday 09.00 - 18.00 and Saturday 10.00 - 17.00.

If this is not an option or you require keys on a Sunday, please call the office for instructions. Please be aware that all costs relating to this, including the locksmith call-out charge, will be your responsibility and you will be expected to pay. This could be up to £140+VAT if a locksmith has to be called out out of hours, so be sure that you really need to get in the house.

Water leak

Please inform us immediately of any leaks by calling 02920 640200. Below are some things you can do to help the situation.

Leak from a copper water pipe or tap.
Please turn off your water at the stop tap normally found under the kitchen sink/under the stairs. If it is not there, it may be in the cellar or in the ground floor front room. Then turn on the kitchen taps to drain the water from the pipes and the tank.

Leak from the ceiling from bathroom above
Stop using the bathroom and call us. If you were using the shower or bath recently, then it's likely the leak is coming from the drainage pipe, so don't use them again. Don't forget that the water may keep coming through the ceiling for an hour or so after your bath. Don't switch on the ceiling light below the bathroom. Try and catch the water in buckets.

Leak from a washing machine
Please switch the machine off. If the leak is coming from the water supply into the appliance then turn the red and blue plastic taps behind to the off position. Mop up the water with newspaper or towels.

Leak from the roof
Catch the water in a bucket. Use newspaper and towels to soak up the water.

Water coming in from the basement
Call Welsh Water on 0800 281 432.


Unplug all electrical appliances and reset the fuse box. Firstly, check to see if your neighbours have electric. If they have, then go to your fuse box and reset any switches, which have tripped to "off". If the fuse keeps tripping off then switch off all the fuses and make sure they are pressed all the way down. Then, unplug all electrical appliances in the house especially kettles, irons, hair straighteners and washing machines. You should then be able to reset the fuse box. If the fuse box is on, but there is no electric please call Western Power on 0800 052 0400 to check if there is a power cut.


I smell gas? - Call Transco on 0800 111 999 and switch off the gas at the gas meter. Transco will come to your property and switch off any part of the gas system they think may be causing a problem


Check the pressure gauge and pilot light. You are likely to have a combi-boiler (instant hot water and heating from same boiler) so please check that the pressure gauge is between 1 and 1.5. If the pressure is below 1 then you need to fill the central heating system with more water to bring up the pressure. Opening the tap or valve on the flexible loop pipe below the boiler usually does this. You will hear the water rushing into the central heating pipe - close the tap after a few seconds and re-check the gauge. If your boiler is an older model please check that the pilot light is still lit. If not, follow the instructions on the boiler flap to restart the pilot light - be patient as it takes a few attempts to be successful.

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