Residents

Repairs and improvements

We understand that from time-to-time things can go wrong in your home and know this can be frustrating. Please take a moment to read through the options below so that we can get the issue sorted as quickly and efficiently as possible.

Emergency repairs

An emergency repair is a problem with your home which, if it is not dealt with quickly, could create an immediate risk to your health, safety or security, cause serious damage to the building, or cause significant inconvenience.

Please only use the emergency repairs number where your repair meets the emergency criteria above

If it does not, please report a routine repair instead. It will still be dealt with, and this helps us keep the emergency line available for residents who need urgent assistance.

Our Repairs Policy

You can read more about repair responsibilities, how we categorise repairs, our service standards and what you can expect from us in our Repairs Policy.

Routine repairs

Zen works with Pinnacle Group to manage day-to-day repairs and property services for our residents.

Routine repairs are repairs that are not hazardous and do not cause serious inconvenience. We aim to complete routine repairs within 15 working days of them being reported, by appointment with you.

Please contact Pinnacle to report your repair. The quickest and easiest way to do this is by downloading Pinnacle’s Ark app.

If you are unable to download the app or do not have a smartphone, please email us and we will take the details from you. zenrentals@pinnaclegroup.co.uk

What happens after I report a repair?

We will let you know when the repair is due to take place and how long we expect it to take. For routine repairs, we will offer an appointment time with you. If the repair cannot be completed on the first visit, we will keep you updated on what happens next and let you know when the work has been completed.

More information

You can find more information about repair responsibilities, repair priorities, timescales and what you can expect from us in our Repairs Policy.

Adaptations

If you or someone in your household has a disability or health need, you can ask for an adaptation to be considered. Requests are assessed on an individual basis and would involve Pinnacle, your local authority or an Occupational Therapist.

There are two types of adaptation

Examples of adaptations that may be considered include:

  • Minor adaptations

    • Changing your current taps to lever taps
    • Grab rails
    • Fitting extra handrails to support you using the stairs or external steps
    • Adapting lighting or heating controls to make them easier to use
    • Half steps to your front or back doors
    • Key safe requests

  • Major adaptations

    • Helping you get upstairs by installing a stairlift or through the floor lift
    • Improving your bathroom by removing your bath and installing a shower flush to the floor
    • Installing external ramps to your property to enable easier access
    • Improving access to your kitchen by having lower height work tops and units

If you need a minor adaptation

Please contact Pinnacle through the Ark app.

Pinnacle will review your request and let you know what information or assessment is needed before it can be considered further.

If you need a major adaptation

For more significant adaptations, an assessment by your local authority’s Occupational Therapy service may be required. An Occupational Therapist can assess your needs and make recommendations about what may be appropriate for your home.

Please do not arrange or carry out adaptation works without approval where approval is required. Not all requests can be approved, and in some cases another solution may be more appropriate.

Planned improvements and fire safety

We want your home to be safe, comfortable and kept in good condition.

We use information about our homes to help us understand their condition and plan future maintenance and improvement works.

Where planned maintenance or improvement work is needed, we will let affected residents know in advance and provide information about what work is proposed and when it is expected to take place.

Fire safety information

If you live in a building with communal areas, we carry out and maintain the relevant fire safety checks, assessments and records for the building. Information relating to fire safety for your home or building can be accessed through Pinnacle’s Ark app.