Complaints, Compliments and Suggestions
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 who works for PFH |
| Telephone | By calling 01482 223783 |
| Letter | Pickering and Ferens Homes, 7 Beacon Way, Hull, HU3 4AE |
| info@pfh.org.uk | |
| Online | By completing the template on the Contact Us page at www.pfh.org.uk/contact |
| Social Media | Facebook – www.facebook.com/Pickering.Ferens
Twitter – twitter.com/pfh_hull |
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. Contact Details for The Housing Ombudsman Service;
⁻ Telephone – 0300 111 3000
⁻ Email – info@housing-ombudsman.org.uk
⁻ In writing – Housing Ombudsman Service, PO Box 152, Liverpool L33 7WQ
You can read our full Complaints, Compliments and Suggestions policy 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
The Housing Ombudsman Service requires all social landlords to undertake a self assessment annually. This was undertaken jointly with residents in August 2023. You can read the full self-assessment here