Help for council tenants

We want to ensure that our tenants are treated fairly and with respect and empathy when making a complaint. We know we don’t always get things right, and we’re committed to listening and improving services. Our complaints policy aims to be clear and easy to follow and we aim to resolve issues quickly and effectively. 

This only applies to homes where Elmbridge Borough Council is the landlord. It doesn’t apply to properties owned by other organisations.

If you’re a housing association tenant, see our problem with a housing association property process. 

Housing management and repair services complaints

Pinnacle provides the housing management and repairs service. If you need to make a complaint, contact Pinnacle directly:

• use the Ark App
• call 03332414635
• email elmbridge@pinnaclegroup.co.uk

See Pinnacle’s complaint procedure (PDF) for more information.   

Managing agent or landlord complaints

If your complaint is about Pinacle's conduct or performance, or services provided by us, you can contact us directly:

• email EBClandlord@elmbridge.gov.uk
• call 01372 474 474
• in person or write to: Housing Services Team, Elmbridge Borough Council, Civic Centre, Esher, Surrey KT10 1SD 

You can also contact your councillor or Member of Parliament. 

We’ll consider your preferences when communicating with you and make reasonable adjustments in line with the Equality Act 2010. 

If you're not satisfied:

You can contact the Housing Ombudsman Service at any time, even if you haven’t finished Pinnacle’s or Elmbridge Borough Council’s complaints process. The Ombudsman may ask if you’ve used the complaints process, but you don’t have to wait before getting in touch.

To contact the Housing Ombudsman:

• complete the online complaint form
• email info@housing-ombudsman.org.uk
• call 0300 111 3000
• write to: Housing Ombudsman Service, PO Box 1484, Unit D, Preston PR2 0ET 

Complaints policy

You can read the full policy:

Our policy has been developed in line with the Housing Ombudsman’s Complaint Handling Code, our statutory and legal duties, and best practice. 

Annual complaints report

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

Self-assessment

Councillor response