This information only applies to homes where Elmbridge Borough Council is the landlord. It is not relevant to properties where the landlord is another organisation.
From 1 July 2025, the management of properties where Elmbridge Borough Council is the landlord, transferred from PA Housing to Pinnacle.
Pinnacle has taken over the day-to-day management duties, including rent collection, maintenance requests, tenancy queries and other housing related matters.
Pinnacle have contacted our tenants to introduce themselves and provide both their contact details and information on how to access their services.
Tenancy rights remain unchanged throughout this process, and we are working closely with PA Housing and Pinnacle to ensure a smooth transition for our tenants.
We will continue to update and add to this webpage with tenancy information.
If you are impacted by this change and have a query not answered in the information pack sent to you, please email ebclandlord@elmbridge.gov.uk.
Complaints
We care about our tenants and want to ensure anyone making a complaint is treated with fairness, respect and empathy. We recognise that we may not always meet our tenant’s expectations. We want to ensure that there is an accessible, easy to follow and robust complaint policy in place to resolve matters as early and effectively as possible. We aim to put things right and listen to our tenants’ suggestions for improving services.
The policy only applies to tenants of Elmbridge Borough Council and the landlord services we provide. It does not apply to complaints about our other services. There is a complaints procedure for other services.
Where to direct housing complaints
For housing management and repair services complaints:
Pinnacle delivers the housing management and repairs service. Please submit complaints directly to Pinnacle so that they can address your concerns, via:
- the Ark App
- phone: 03332414635
- email: elmbridge@pinnaclegroup.co.uk
See Pinnacle’s complaint procedure (PDF) for more information.
For complaints about the managing agent or services provided by us:
If your complaint is about the managing agent's conduct or performance or services provided by us, you can submit complaints directly to us, via:
- email: EBClandlord@elmbridge.gov.uk
- phone: 01372 474 474
- in person or write to: Housing Services Team, Elmbridge Borough Council, Civic Centre, Esher, Surrey KT10 1SD
- other: your councillor or Member of Parliament
We will consider your preferences when communicating with you and make reasonable adjustments in line with the Equality Act 2010.
If you're not satisfied:
If you're not satisfied after completing the managing agent’s complaints process, you can escalate your complaint directly to the Housing Ombudsman Service via:
- online complaint form
- email: info@housing-ombudsman.org.uk
- phone: 0300 111 3000
- write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET
Policy
You can read the full policy:
Our complaint handling policy has been developed in accordance with the Housing Ombudsman’s Complaint Handling Code, our statutory and legal duties and best practice.