Apology Regarding Email sent on Christmas Day

Dear Resident,

I want to apologise about automated emails you may have received from us on 25 December 2025 regarding your rent or service charge accounts.

I want to emphasise that this was because of a computer system error and included incorrect or out-of-date information about your accounts. I am very sorry for the concern it may have caused, especially on Christmas day.

Please also accept our apologies for the delay in writing to explain the situation. Due to the holiday period, we were unable to trace the source of problem and who it affected until late last week. We have since confirmed that the error originated from an issue within our external supplier’s system.

 What does this mean for you?

• These specific emails were sent in error and do not reflect the correct status of accounts

• Your personal data remains secure

The issue has now been resolved, so any automated messages you receive from today are accurate and may require action

 What are we doing to make sure this doesn’t happen again?

• An investigation is ongoing with the provider of our computer system and additional controls and monitoring are being put in place to prevent this from happening again

If you have further enquiries about your account, please email brockley.customerservice@pinnaclegroup.co.uk.

 I am very sorry for any upset and confusion caused and appreciate your patience.

 Yours sincerely,

Carol Hinvest

Director of Housing Resident Engagement and Services

Lewisham Council