Complaints and Compliments

PFH aims to deliver first class homes and services to all our customers, however we recognise that sometimes things go wrong. Your customer feedback is an important opportunity for us to put things right, learn from mistakes and improve services, so if you think something isn’t right please let us know.
We also love hearing about where we are doing well, and your suggestions.

Who can make a complaint?

We can accept complaints from current or former residents, applicants or anyone else affected by the operations of PFH

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

How can I make a complaint?

You can make a complaint by using the form here. Alternatively, we also accept complaints in the following ways;

In Person – Through any member of staff working for PFH
Telephone – By calling 01482 223783
Letter – Pickering and Ferens Homes, Silvester House, The Maltings, Silvester Street, Hull, HU1 3HA
Emailinfo@pfh.org.uk
Online – by completing the form below

What if I need help with making a complaint?

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.

I’ve made a complaint, what happens next?

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 via a designated person such as an MP, or councillor within 8 weeks, or directly by yourself after 8 weeks.

You can view our complaints, compliments and suggestions policy by clicking here.

Complaints Feedback

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 really important to us at PFH that we understand how well we handle complaints so we can continue to improve services for residents

Self Assessment

Following changes to the Housing Ombudsman Service scheme and the introduction of the Complaints Handling Code in September 2020, PFH undertook a self assessment in October 2020 to analyse our effectiveness at handling complaints. Unfortunately the data showed poor performance which fell far below our standards. In November 2020 the policy and procedure were reviewed and updated with tighter monitoring in place for complaints handling. It is hoped these new measures will improve this important area for our PFH.

You can read the full self-assessment here