We are always happy to speak to you and help with any questions you may have about our services, but you may find the information you need here.
Residents frequently asked questions
We’ve answered some of the most common questions here. If you have a question that we’ve not covered, get in touch.
Extra Support and Services
At PFH Plus schemes, residents will have the option of having their welfare checked daily (Monday – Friday), by the Scheme Manager either formally by knocking on your door or by seeing you in the communal areas for example. Using our PFH Connect service the resident presses their OK Each Day button to indicate that everything is OK if they do not wish to be disturbed or have gone out, this includes weekends and bank holidays for extra reassurance. For non-sheltered accommodation the PFH Connect device, including the OK Each Day function is also in place for every day of the year. Once the button is pressed, this registers with the Housing Proactive central control and there’s no further action for that day. If the resident doesn’t press the button by an agreed time, the phone will ring with a pre-recorded message as a reminder. For Non-responses, Housing Proactive will ring the resident directly or if necessary, the next of kin / key holder. Residents can inform Housing Proactive if they will be away.
Yes, if you have a hard-wired or dispersed lifeline system (Smart Hub) in your property then you can have a pendant. An Area Coordinator or the Scheme Manager needs to be informed if a pendant is required and they will liaise with you to arrange installation / programming. There will be no charge to you for the installation of pendants; however, there may be a charge if a Smart Hub or other telecare equipment needs to be installed. Replacement pendants will be charged for if they have been lost or damaged.
Please contact the office. The Area Coordinator / Scheme Manager will check the connection. We will also contact Astraline to ask them to try and dial into your property and check for faults. If a fault is found, then a works order will be raised so that the fault can be rectified.
The guest room can be booked via the Scheme Manager of the appropriate sheltered scheme and payment made via the Customer Services team.
Ending a License / Change in License
In the event of a resident moving out of a PFH property, a four-week notice period is in place and the resident and/or family can use this time to make all the necessary arrangements and clear the property. However, if the resident passed away, we could offer a reduction in the notice period from four weeks to two weeks. This means that if you can return the keys within two weeks WMC (rent) will not be charged for the remaining two weeks of the standard notice. If the keys are returned after the first two weeks, the rent will continue to be charged until the Monday following key return. In event of the resident passing away, any WMC outstanding is expected to be paid from the estate of the deceased. Four weeks’ notice is required in any other circumstance other than the death of the resident, and WMC is charged until the four-week notice ends. Please inform our Customer Support team as soon as possible using the following form so that the necessary arrangements can be made, and we can advise you of everything you need to know. You will also receive a letter confirming the details and what you need to do.
You may already be named on the Licence, in which case there will be a continuation of the Licence. If, however, you are not named on the Licence, you are over the age of 60 and you meet all the other criteria, the licence may be transferred into your name. The Area Coordinator will liaise with you about this and if approved, will create changes to the Licence and inform Astraline, Housing Benefit etc. If you are under 60 you will be classed as a Non-dependent and are therefore not eligible in your own right to occupy one of our properties (unless it is one of our 50+ areas*). Non-Dependants (i.e. those not named on the licence), including spouse, relative, carer – will be asked to find alternative accommodation upon the death of the licensee. They will already have been informed of this situation at the time when the property was let.
All the keys to your property, including any given out to your family, friends, carers or other key holders, need to be retrieved. Please leave on key in the key safe outside the property, and the remaining keys in the kitchen drawer. Please let us know when you have left the keys, and also let us know what the number for the key safe is. You can also return them returned to our offices at 7 Beacon Way, Hull, HU3 4AE.
The above includes any spare keys you have had cut yourself. Please note that if all keys are not returned, a lock change will be required, and you are likely to be recharged for the cost of this.
All furniture must be removed from the property prior to the keys being returned. Carpets / curtains and blinds may be left (providing they are in good clean condition) if this has been agreed with the Area Coordinator and a waiver form must be signed by you or your representative. Any furniture which is left in the property or garden (which has not been previously agreed) will be removed however the outgoing resident or their representative will be recharged for the removal of these items.
General Housing
Residents can ring Hull City Council on 300300 to request to be put on a list for assisted collection due to disability. In the instance that a bin collection is missed, you can ring Hull City Council to request a special collection stating that you have been missed.
No. The parking spaces are not allocated and can be used by any residents and visitors. The only exception to this is where there is in curtilage parking areas or where they are for properties with a carport (disabled properties only).
You need to advise us of a change in contact numbers for yourself and / or next of kin / key holder for our records to be kept up to date, by completing the Resident Representative Form. Any emergency contact numbers you give us must also be kept up to date as these are passed to Astraline and Housing Proactive (if applicable) and may be needed in the event of illness etc.
Residents can make enquiries to our Customer Services team who will advise whether you are eligible for an internal transfer. Applications for rehousing from internal applicants and external applicants are assessed using the same criteria. We consider all circumstances; however, you need to be able to demonstrate that you have a need to move. For example, those living in a first floor flat with no lift access, and who are experiencing difficulties with the stairs would be would be more likely to qualify for a transfer than somebody already living in one level accommodation.. Those who are deemed to be adequately housed may in some circumstances still apply for a transfer but may not be considered a priority. Residents may also wish to consider a Mutual Exchange. This is where residents in effect ‘swap’ homes. If you want to apply for a mutual exchange, this needs to be done on the ‘HomeSwapper’ website. Please give our Area Coordinators a call and they would be happy to advise you more about your options.
Some of our schemes are eligible for a Concessionary Licence (The fee is currently £7.50 per year for under 75s and is currently free for over 75s). We renew the concessionary TV licences and hold the licence at our office – a letter is then generated requesting the £7.50 from appropriate residents. This amount is added to the rent account. All sheltered schemes are entitled, including the surrounding bungalows, except for Wheatfield Close and some residents on Faroes Close. Concessionary schemes also include Barham Road, Eleanor Scott Cottages, Ferens Haven, Frederic Reckitt Haven, Juliet Reckitt Haven, Mrs Richardson’s Charity (Hull & Bridlington) Pickering Crescent, Rosedale Grove, Sir James Reckitt Village Haven, Southcoates Lane Staveley Road.
Please Note that if you do not fall into the above categories, then you are responsible for obtaining your own TV Licence.
Giving Notice to vacate your property
You should complete this form to tell us about your upcoming move. Alternatively, you can call us on 01482 223783.
Got more questions?
We have more FAQs on the pages below.