We wish to deliver first class homes and services to all residents.

However, we recognise that sometimes things do go wrong, or that the services we offer may not always meet expectations.

Resident feedback and suggestions really help us to improve our services and let us know when things have gone well too.

Feedback gives us the opportunity to put things right quickly, effectively, and efficiently and to learn from complaints. Positive feedback and compliments highlight areas of our service to be proud of and allow us to share this with our team members too, who are all committed to delivering excellent services.

Send us your feedback

Service Standards

Our service standards have been designed with residents to ensure that we are delivering excellent services. We regularly review these and report back on our performance and use feedback to continually improve services.

View our Service Standards (PDF)

Code of Respect

Our Code of Respect was developed together with residents to ensure that our residents and our staff can work positively together, and that neighbours live happily and harmoniously alongside each other.

Code of Respect (PDF)

Our Respect Charter

R

Refuse to receive or repeat rumours

E

Extend only positive gestures and kind words

S

Set a good example and speak up if you see something wrong

P

Participate and encourage everyone to get involved

E

Eliminate behaviour or language which is offensive

C

Create a welcoming community for all to enjoy regardless of race, belief, disability, gender, age or sexual orientation

T

Take time to understand the needs of others

Common questions about how we handle complaints

You can also view our Complaints Compliments and Suggestions Policy via the button below.

View Policy

We can accept complaints from current or former residents, applicants or anyone else affected by our services.

If you have a complaint this can be made on your behalf by a carer, councillor, MP, member of CAB, a solicitor or any other individual with power of attorney.

We accept complaints in the following ways:

  • Online by completing the form below.
  • In Person through any member of staff
  • By Telephone, call 01482 223783
  • Write a letter to Pickering and Ferens Homes, 7 Beacon Way, Hull, HU3 4AE
  • Email us at info@pfh.org.uk
  • Via Social Media on Facebook or X (formerly known as Twitter)

If you need any support or assistance with making a complaint, compliment or suggestion please do not hesitate to contact us on 01482 223783 and we will do everything we can to help.

If you have sent us a complaint, once we have received this, we will ensure this is passed to the relevant manager to investigate and you will receive an acknowledgement within 5 working days.

A Stage 1 complaints investigation will be undertaken, and we will respond to you within 10 working days of receiving the complaint.  It is likely we may need to speak to you for further information and welcome discussions with you regarding your feedback.  If we need more time to investigate this will be explained to you along with the reason why and we will confirm this in writing.

If you are still dissatisfied after the Stage 1 outcome, you will need to let us know within 14 days and what your expectations are, this will then be escalated to a Director at Stage 2 of the procedure who will review the complaint and original investigation.  You will receive a response to this within 20 working days of us receiving your wish to escalate the matter.  This response will be the final stage of our complaints process.

If you are still dissatisfied with the Stage 2 outcome you can take this further with the Housing Ombudsman Service.  Contact Details for The Housing Ombudsman Service:

  • 0300 111 3000
  • info@housing-ombudsman.org.uk
  • Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ

You can read our full Complaints, Compliments and Suggestions policy here

Once your complaint is complete, we will contact you a few weeks later to ask if you were satisfied with how it was handled.  It is important to us that we understand how well we handle complaints so we can continue to improve services for residents. Please let us know using the following form

The Housing Ombudsman Service requires all landlords to undertake a self-assessment on the Complaints Handling Code.  This was created with the support from resident group the ‘Learning From Feedback Forum’ in June 2024.  You can read this here

The Housing Ombudsman Service requires all landlords to undertake a report on annual complaint performance and service improvement. This was created with the support from resident group the ‘Learning From Feedback Forum’ in June 2024. You can read this here

Anti-social behaviour complaints

All Anti-Social Behaviour (ASB) issues should be reported to your Area Coordinator or Scheme Manager. Residents are advised to keep a log of each incident, the times it took place and how long the incidents lasted etc. If necessary, depending on the issue, we may involve other agencies such as the Environmental Health Department. Residents are (where appropriate) advised to approach their neighbour in the first instance outlining their concerns.

Residents are advised to approach their neighbour in the first instance outlining their concerns. If the problem persists, then a letter will be sent by the Area Coordinator setting out what is and is not acceptable when feeding birds, e.g. must use a bird table to keep the food off the ground. Food left on the ground may cause an environmental issue including rats.

Send us your feedback

Complaints Compliments Suggestions

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