Frequently asked questions
We know questions pop up from time to time and we’ve got you covered. Below you’ll find answers to the most common queries about living at Verda Living, all in one handy place. Still curious? Just reach out and we’ll point you in the right direction.
Verda Living is a Registered Provider of social housing. We work with Pinnacle as managing agent that looks after your home and community.
Pinnacle Group is a leading property management company with more than 30 years’ experience. Pinnacle Group is committed to:
• Ensuring properties meet and are kept to Decent Home Standards
• Creating safe and pleasant communities for tenants and their neighbours
• Providing value for money services that focus on customer needs
• Working with our residents to continually improve our services
• Helping develop communities that people are proud of
• Meeting and exceeding customer expectations
Contact Us
Call us: 020 7017 2000
Email us: verdaliving@pinnaclegroup.co.uk
Head office: 8th Floor, Holborn Tower, 137-144 High Holborn, London WC1V 6PL
Pinnacle Group are your housing management provider, and we are here to support you with your home and will be your main point of contact for any matters arising. This can include paying your rent, reporting defects or repairs, and addressing any other specific queries you may have. If you have any queries or require any further information please do get in contact and we will be happy to help and answer any questions.
The team can be reached Monday - Friday, 9am - 5pm at: verdaliving@pinnaclegroup.co.uk or 020 7017 2000.
You can access your tenancy document via the Ark App.
Pinnace Group aim to provide the highest level of customer service. However, In the event that we fail to do so then we would like to hear from you. We shall do our utmost to resolve any issue in a fair and honest manner and to your satisfaction. Please refer to the Complaints Policy.
You’re responsible for:
• Paying your rent on time
• Looking after your home and garden
• Disposing of waste and recycling properly
• Ventilating your home to avoid condensation
• Being a considerate neighbour
• Allowing access for inspections and repairs
Check your tenancy agreement for notice periods, then contact us to discuss the process. Before moving out, you’ll need to:
• Pay any rent owed
• Leave the property clean and tidy
• Remove all belongings and rubbish
• Return all keys
• Provide final meter readings
Rent is paid directly to Pinncale. You can pay online, via direct debit, or through your resident portal.
• Direct debit (recommended)
• Standing order
• Bank transfer
Please contact us straight away. Our team can help with advice, support, and repayment plans.
Universal Credit is paid directly to you, not Verda Living. Your payment will include rent, so it's important you set money aside and pay us on time.
You are responsible for setting up and paying your gas (if applicable), electricity, and water accounts from the day your tenancy starts.
Yes. You'll need to register with your local council to arrange payments.
We strongly recommend arranging contents insurance to cover your belongings against theft, fire, flooding, or accidents.
You can log repairs through the resident app, by phone, or by email.
• Emergency repairs: within 24 hours (issues that affect health or safety)
• Urgent repairs: within 5 working days • Routine
• Routine repairs: within 28 days
From time to time, we may carry out larger projects like kitchen or bathroom upgrades, electrical rewiring, or door/window replacements. We’ll always give you advance notice.
Yes, but you'll need written permission before carrying out any alterations.
• Keep your home ventilated (use extractor fans, open windows briefly)
• Dry clothes outside if possible
• Wipe away condensation from windows
• Keep furniture a little away from walls for airflow
Do not flush wipes, pads, or pour cooking fat down drains. Misuse that causes blockages may be recharged to you.
You are. Please follow your local council's collection schedules and recycling rules.
Most appliances come with manufacturer warranties. Keep your manuals handy and contact the supplier directly, or let us know and we’ll guide you.
We want safe and respectful communities. Anti-social behaviour (harassment, nuisance, damage, etc.) is a breach of tenancy and may lead to action, including loss of your home.
Verda Living insures the building, but you’ll need your own contents insurance to cover personal belongings.
Need to call out of hours? Don’t worry our Connect Services are available 24/7 on 03332 414 657.
Our homes are built with energy-efficient features, low-energy lighting, and high levels of insulation. We encourage residents to recycle, save water, and use energy wisely.
Simple steps include:
• Lowering your thermostat by 1°C
• Using energy-efficient light bulbs
• Taking shorter showers instead of baths
• Only boiling the water you need
We carry out annual gas safety checks on boilers and appliances. You must allow access for these checks – it’s a legal requirement.
Yes. We test alarms before you move in, but you should check them monthly.
Call the National Gas Emergency Service on 0800 111 999 immediately.
• Get everyone out quickly and safely
• Don't stop to collect belongings
• Call 999 once outside
• Never use the lift during a fire
We collect information to manage your tenancy and meet government reporting requirements (e.g., CORE). Data is protected in line with UK Data Protection law.
Resources
Everything you need, all in one place. Explore helpful resources, guides, and key information to support life at Verda Living — simple, clear, and easy to access.
Email hello@verdaliving.co.uk or call the Pinnacle services line Monday to Friday, 9am-5pm. Or call 020 7017 2000
All policies, handbooks, and tenancy guides live in the Resident app. Use your login to download PDFs whenever you need them.
Yes. Outside of office hours, dial the emergency line listed in your welcome pack for urgent property issues.