Pinnacle Letting and Estate Agents reviews

★★★★★ 1/5

Google

Just got my flat. Ive never see a flat so disgustingly filthy They did not bother hiring a cleaner before I moved despite me paying a 900 pound deposit... it is covered in filth. The bedroom blinds are broken (ground floor facing street) bathroom taps broken, and the flat walls are plastered in stains and grime and nicotine which they insist doesnt require painting. They are refusing to paint and in my opinion should either paint and clean the flat, as is their jobs, or, give me my deposit so I can do their job for them. XX

Claudia · 16 September 2025

★★★★★ 1/5

Google

The worst rental company I have ever had the misfortune of dealing with. No repairs were ever done except on one occasion when the chuckle brothers were sent to fix things and made them worse. I had to pay for private repairs instead. They do the bare minimum that the law insists on and then ignore you. Don't answer phone ever and don't reply to emails ever. Should be closed down ASAP. Avoid like the plague !!

L · 13 February 2025

★★★★★ 1/5

Facebook

From a landlord point of view I am definitely not recommending Pinnacle. We have tried and tried again to get in touch with them, by email, phone etc and they never reply. Is there someone working there at all? Also, we have now received a letter to tell us that they "will not be able to offer [their] management any longer" and to get in touch with them. Well, it's impossible so what do we do now??? 😡😡😡

Paola · 20 January 2025

★★★★★ 1/5

Yell

Rain came in through the roof

There was a hole in the roof where rain came in for the whole 18 months we were there. In heavy rain a whole bucket would be filled in an hour, with a little waterfall down the wall where mushrooms grew. We reported this so many times and were always ignored. Eventually a concerned neighbour reported the agency to the council, and when a compulsory improvement notice was placed, we were just evicted. I expect they will just masking tape new wallpaper over the hole like they did last time and rent it to someone else!That wasn't all. Everything was a botch job so we had to have the heating on all summer, or else no hot water. None of the fire doors closed. The cooker have electric shocks. We were locked out of the flat overnight by the agency just before Christmas; not even an apology! Pinnacle also have no regard for the law, with warning never given before flat inspections. Pretty scary when you're home alone in bed and you hear a man in the flat. Avoid at all cost.

HollyP-62 · 21 July 2019

★★★★★ 1/5

Facebook

DO NOT USE! LAZY, GREEDY AND DISHONEST AGENTS. My daughter and her friends rented through these agents last academic year. There were a number of issues throughout the year, which they were always reluctant to sort out and quite often never did. If you are unfortunate enough to have signed with them, please make sure you takes photos at the beginning and end of the tenancy and keep copies of all correspondence as THEY WILL LIE. Go round the property with an agent at the beginning and go through the check list with them before signing off. At the end of the tenancy, they used out of date photos as proof of items being undamaged or missing when they were damaged or not present to start with and then deducted money from the deposit for these items. Unfortunately my daughter and her friends trusted them and took everything at face value so do not make the same mistake. When we tried to dispute the claim, they just handed everything to the TDS without trying to sort anything out themselves. Don’t trust the TDS to be impartial either. I will be reporting Pinnacle to the Property Obudsman so just beware of this agent.

Juliette · 26 December 2018

★★★★★ 1/5

Facebook

Very quick and efficient signing of the house. They also are open until 6/6:30 which is very helpful if you have uni/work all day. Our estate agent Will was very nice and accommodating for us- do recommend him. The agency fees on the other hand are more on the expensive side compared to other companies in the area and you have so pay £120 if you want to stay in the same house as a 'resigning fee' which is obviously just ridiculous but there you go. I guess we will have to see what they are like once we move in now.... but in general, they are a typical student lettings agent.

Heidi · 23 November 2017

★★★★★ 5/5

Facebook

Moving houses is not only difficult physically, but emotionally as well, as it's always a major change. I am extremely happy to have found Pinnacle Lettings for my move. My agent, Will, has made the entire process simply delightful. He's been very helpful, encouraging and friendly. I cannot praise him enough. In a cut throat industry, he managed to make my transition into my new home a fun and friendly experience. Thank you Will, and thank you Pinnacle for my beautiful new home, my little nest! � Yours, Claudia

Claudia · 15 August 2017

★★★★★ 5/5

Facebook

Visited the Pinnacle office in Cathays last friday and Will was very helpful in advising us about properties to consider for the next academic year. We booked 4 viewings with Will and he showed us round all of them today, he was extremely warm, welcoming and made us feel at ease when going to different houses and weighing up the pro's and con's. We visited a flat which we all decided instantly was the best one we had seen yet and we are extremely grateful to Will for helping us find our flat for next year! Great service and would highly recommend this agency to all students!

Emily · 1 February 2017

★★★★★ 1/5

Google

AVOID had high hopes over good initial communication during viewings but once we had signed the house pinnacle became virtually unreachable via phone and text, only replying via email after we sent at least 3-4 follow up emails and going in person despite them not encouraging this very unprofessional and simply not caring about issues that needed resolving in the house such as lack of facilities promised in the contract (eg working washer and hoover), and took half a year to get thus sorted previous tenants left the house in bad state which we were expected to clean ourselves, including mould in the bathroom, boxes of leftover rubbish stuffed jn the storeroom, a broken mouldy washer and dozens of binbags in the garden not impressed with pinnacles customer service and would advise you to avoid at all costs

Jane · 30 August 2024

★★★★★ 1/5

Google

They use an online system for tenants which makes them very hard to contact. When we first arrived no cleaning had been done in the property and when questioned they said it wasn’t an emergency and they had too many other properties to deal with. It was very dirty. They also did not communicate with the new letting agency when our landlord switched half way through the tenancy, and threw away all their copies of the keys. They ignored our requests for an inventory. From what I can gather they then made up an inventory 9 months into the tenancy when the new letting agent requested one. We had never signed it and it was also inaccurate for the date provided. This was very strange, quite stressful and completely pointless. Document everything if you have this letting agency. With persistence they will fix problems but they make it very difficult. Avoid if you can.

Skye · 31 July 2024

★★★★★ 1/5

Yell

Avoid Avoid Avoid

One star given, only because Zero is not available, the worst letting agents I have had the misfortune to deal with. Never answer the phone, the website is a Joke, you may receive a response to your email after four weeks but more likely to be never.

SeanR-255 · 19 September 2023

★★★★★ 5/5

Facebook

The group I'm living with were house hunting with many agencies in Cardiff and this was the best! We had a lot of help in narrowing down our search, and our agent Ashley was great when we went to viewings. It was very easy to get in touch with him when we had any queries and he was always friendly and honest. This agency made our search much easier and I definitely recommend them!

Claudio · 25 May 2017

★★★★★ 1/5

Google

Then worst rental company I have ever had the misfortune of dealing with. No repairs where ever done except on one occasion when chucklevision were sent to fix things and made them worse. I had to pay for private repairs instead. They do the bare minimum that the law insists on and then ignore you. Don't answer phone ever and don't reply to emails ever. Should be closed down ASAP. Avoid like the plague !!

Liz · 3 August 2024

★★★★★ 5/5

Facebook

I’d really love to recommend Emma - one of the workers at pinnacle - even though she was not assigned to my case, she decided to go out of her way to help me and to make my experience there the best it could be. It was really nice and refreshing to see someone so eager to help in such a place as letting agency.

Ula · 9 June 2019

★★★★★ 5/5

Facebook

Our experience of looking for a house to rent with Pinnacle was only positive. Ashley was really helpful and the selection of houses shown met our criteria. He helped us to find a great three bedroom house with great specifications where we had been let down by other agencies. A swift, easy process to secure the property and reasonable agency fees. Would recommend!

Tom · 2 April 2017

★★★★★ 1/5

Google

Terrible service for their tenants. Did not bother to clean, repaint or fix any issues within the flat before move in date. Grime and filth everywhere. Vape wrappers, stains, the lot... absolutely filthy.

Helena · 16 September 2025

★★★★★ 5/5

Facebook

Got to say thanks to Ashley for being honest with us about the houses. Didn't try to talk badly about other agents or anything was just very clear and informative about the houses we saw. Not pushy at all and helped us a lot with allow my us to do the documentation from home as we don't live in Cardiff!

Richard · 8 February 2017

★★★★★ 1/5

Facebook

Absolutely appalling customer service. Just because we are students it does not mean we can be walked over. I will not be accepting the £300 charged against me and my housemates for cleaning 'dust' off of furniture (which I am certain was not there when the property was inspected... That's IF it was ever inspected). My patience has completely worn away with this poor excuse for a company. Worst letting agents in Cardiff.

Sophie · 6 September 2016

★★★★★ 5/5

Facebook

Thank you to Will for showing us around the properties and creating a calm / friendly environment in which to make a decision. Good service, happy to do out of hours viewings and able to do online signings. Slightly more expensive agency fees than elsewhere but it seems to be justifiable of far :)

Finnian · 24 January 2017

★★★★★ 1/5

Facebook

Do not go with pinnacle!! Never reply to emails, still have not received our deposits 2 and a half months after the tenancy ended! Additionally the contractors are extremely unprofessional and made misogynistic comments towards us. If you don’t want hassle of constantly chasing up this estate agents, then do NOT use them!! Were okay are start of tenancy, but got worse!

Melissa · 9 September 2019

★★★★★ 1/5

Facebook

Almost everytime I call I get told the person i need is currently busy but they will leave a message and ask them to call me back. Very rarely have I actually been called back.If i want to have any chance of speaking to the right person I have to dedicate a whole day to phoning up.

Imogen · 13 August 2018

★★★★★ 5/5

Google

Belen & Kelly have been amazing during the contract signing and referencing process. Always there to answer your questions and great communication. Thank you so much both, really recommend :)

Isabel · 13 February 2025

★★★★★ 1/5

Google

If you value your sanity, do NOT go anywhere near this company. They are utterly and completely useless. They provide no value to landlords as everytime I have ever had an issue as a tenant I had to go directly to the landlord for anything …

Elis · 16 April 2024

★★★★★ 5/5

Facebook

Cannot thank Pinnacle enough for helping me out after I had locked myself out of my flat. Special thanks to Kelly from Pinnacle especially for getting me back into my flat out of hours. Fabulous service.

Norbert · 18 May 2017