Residents

Maintaining and improving my home

What is our responsibility, what is yours, and how to go about making changes to your home.

Defects liability period

If you are the first person to live in your home, there may be a defects liability period in place. During this period, the developer may remain responsible for certain defects that become apparent after the home has been completed.

If you think there is a defect in your home, please report it to Pinnacle. We will review the issue and, where appropriate, raise it with the developer on your behalf. You should not contact the developer directly unless we ask you to do so.

Repairs and maintenance

As a home owner, you are generally responsible for maintaining and repairing the parts of your home that your lease makes you responsible for. This will usually include the internal parts of your home, subject to any defects, warranties or other responsibilities that may still apply.

For routine repairs within your home, you can usually choose your own contractor. However, you may need our consent before carrying out alterations or works that affect the structure, exterior, services or other parts of the building.

Responsibility for communal areas and shared services will depend on your building and your lease. In some cases these will be managed by us or Pinnacle, and in others by a separate managing agent or building owner. If you are unsure who is responsible, please contact Pinnacle and they will help direct your report to the right place.

The best way to contact them is to download their app.

If you cannot download the app or do not have a smartphone, you can email them. zensharedowners@pinnaclegroup.co.uk

Our Repairs Policy

You can read more about repair responsibilities, defects, communal areas and how repairs are managed in our Repairs Policy.

Issues with communal areas

Responsibility for communal areas and shared services will depend on your building or estate. These areas may be managed by Zen, Pinnacle or a separate managing agent or building owner.

If something in a communal area is broken, unsafe or not being maintained, please report it to Pinnacle through the Ark app. They will either arrange for the issue to be dealt with or help direct it to the organisation responsible.

If you cannot use the app, you can email us. zensharedowners@pinnaclegroup.co.uk