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Help for council tenants

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  • Overview
  • How to contact Pinnacle
  • Complaints process for tenants
  • Landlord reports and policies

Landlord reports and policies

This page includes our annual report on complaints and service improvements as well as our self-assessment, councillor response and measures of tenant satisfaction. 

Annual complaints report

Information on the volume and themes of complaints received by Elmbridge Borough Council between 1 April 2024 and 31 March 2025:

Document
Annual complaints performance and service improvement report (PDF, 124.69KB)

Self-assessment

Document
Self-assessment against the Housing Ombudsman Service’s complaints handling code 2024 to 2025 (PDF, 458.62KB)

Councillor response

Document
Response from Elmbridge Borough Council Member responsible for complaints - 10 November 2025 (PDF, 109.9KB)

Tenant satisfaction

Document
Tenant satisfaction measures 2024 to 2025 (PDF, 175.73KB)

 

 

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