Pinnacle PSG supports and delivers services on behalf of tenant-led organisations across London and the south east. In partnership with the Tenant Management Organisations (TMOs) and the communities they serve, we provide housing management, estate services and 24/7 contact centre support, ensuring that TMOs are able to maximise their budgets and deliver excellent value and quality services.
Wellington Mills Housing Co-operative, Lambeth: estate cleaning services
Pinnacle PSG has delivered estate cleaning services to Wellington Mills Housing Co-operative since 2004.
A key element of the contract is the management and maintenance of the estate as well as its public spaces. The cleaning consists of the usual, regular cleans such as litter picking, sweeping, mopping, wiping down ledges/hand rails, polishing lifts, cleaning internal glazing, washing out bins rooms, but also includes specialist tasks such as mechanical jetting.
As part of our commitment to providing more than just a cleaning service, Pinnacle PSG staff also report back to the client any communal repairs required, incidents of anti-social behaviour and abandoned vehicles.
The service provided by Pinnacle PSG is delivered by two full time staff supported by supervision and management staff. Wherever possible, this involves services being provided by locally employed multi-disciplinary teams, demonstrating Pinnacle PSG's support for the local economy and community.
We place great importance on relationships with those we work with, always wanting to hear what residents in the local community have to say. We have established good day-to-day contact and relationships with estate residents and organise regular estate walkabouts and joint inspections. We also work closely with the TMO housing manager who is appointed by the TMO board.
Canning Town Triangle, Newham: housing management and estate services
Pinnacle PSG has delivered housing management and estate services to Canning Town Triangle (CTR) TMO for over five years.
The Pinnacle PSG team are responsible, on behalf of the TMO, for delivering the core housing management functions including, rent arrears collection, dealing with ani-social behaviour, tenancy management and complaints resolutions as well maintaining the high estate services standards including all cleaning and ground maintenance.
The CTR TMO, which is made up of 291 properties of which 84 are leasehold, is a fantastic TMO. For the past three consecutive years the CTR TMO has had the lowest rent arrears figures throughout Newham and has had the highest number of anti-social behaviour cases resolved during 2013/14, in addition to this during the first half of 2013 100% of repairs have been completed within the set time schedule.
We work closely with the CTR TMO's manager and Board in seeking better ways to deliver service to residents, examples of improvements which have been introduced are; extended office opening hours and evening inspections and we place great importance on our relationship with the residents and the local community, for example in CTR TMO we have supported the TMO's Youth, Home Cooking and Boxing clubs and we are continuously seeking new ways to improve the estate.
West London TMO: 24/7 contact centre services
Pinnacle PSG's 24/7 contact centre provides call handling services for over 400,000 public and private tenanted properties nationwide, comprising over 55 different local authorities, registered social landlords, private landlords and tenant management organisations covering a hugely diverse constituency and providing a bespoke out of hours call handling services.
The contact centre acts at the first point of call for residents of local authorities and registered providers when reporting a repairs or an incident of anti-social behaviour, backup for lone workers, carrying out customer satisfaction surveys, switchboard/gatekeeping and are on standby to help clients manager difficult situations or crises.
Pinnacle PSG has been providing out of hours call handling service to a large West London Tenant Management Organisation (TMO) for the past 8 years, rewinning the contract in 2011. During out of hours the TMOs calls are automaitcally switched over to Pinnacle PSG to process.
Pinnacle PSG's specialist customer service agents follow a bespoke call handling script and use the TMO's diagnosis tools to determine the nature of the call, for example if the caller requires emergency repair assistance then the agent will allocate a contractor to visit the property immediately. Full details of the reported incidents are added to Pinnacle PSG's management system and emailed to our clients before 9am the following morning.
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