Pinnacle Connect was established in 1994 as an out of hours repair service for a number of small local authorities. In September 2001, Pinnacle Connect became part of Pinnacle psg. Pinnacle Connect specialise in providing Out-of-Hours emergency maintenance call handling for Social Housing clients and this is, and always has been, our core business.

Pinnacle Connect provides a single point of call service for tenants requiring maintenance support for their homes. Key features of the service are:

• 24 hour total maintenance management
• Handling out-of-hours emergency maintenance calls between 5pm and 9am Monday to Friday and 24 hours at weekends and on Bank Holidays
• Answering of repairs calls in the clients' name using caller line identification technology
• Trained specialists using logical questioning
• Strict adherence to the clients' specific emergency criteria
• Allocation of job orders to specified contractors
• Maintaining a history of all repair orders for each property
• Storing all voice recordings of both inbound and outbound calls for a minimum of 6 months
• Provision of regular performance monitoring information pertaining to repairs
• Adherence to all pre-agreed key performance indicators as listed in an agreed service level agreement
• Ability to adapt to your changing needs
• Proven flexibility in being able to provide additional services at short notice
• Very high staff and customer retention