COVID-19 – updates

We understand that you may have questions or concerns during these uncertain times. Our job at PFH is to support you and the wider community in staying safe and well until normality can be resumed. Everything you need to know about changes to our service delivery can be found on this page. However, please do not hesitate to contact us if you require further information.


Our latest letter to residents can be found by clicking here.

Following the government announcement of further lifting of the lockdown measures in England; PFH are currently assessing the safest way to re-open our communal areas and pop-ins as soon as possible for residents. Further updates will be provided in due course.

Community Navigators starting walkabouts

Over the next few weeks, you will start seeing our Community Area Navigators walking around schemes for residents – this is to spot anything that needs attention in and around the area.

They will be easily identifiable in hi-vis jackets. Please speak to them if there is anything you would like us to address. If you are unsure as to who they are, they will carry ID to prove their identity to you.

We advise to maintain a distance of 2m between yourself and the Community Navigator as per social distancing guidelines – this is to ensure everyone’s safety.

Useful Information

Please see here for useful information on how to prevent the spread of Coronavirus.

Find out more

A note from Claire

Welcome to our PFH coronavirus resident update page. We will update the page regularly to ensure you have the very latest information.

We know that we are living and working in very unusual circumstances. Firstly I want to say to you all that during this coronavirus crisis the world currently finds itself in, our job at PFH is to support you and the wider community in staying safe and well until normality can be resumed. We don’t know quite when this will be but we hope it is soon.

We are following government guidelines and advice. You will see from my previous letters that the way PFH delivers services to you has had to change, this is to ensure the safety and wellbeing of both residents and staff and also respond to restricted supplier environment we have.

We have now contacted over 1,000 residents to ensure that we have information on the best way for us to keep in touch and check that you are OK and if there is any support you may need. We hope to have completed all calls to residents within the next two weeks but please do let us know if you are not currently at home, for instance because you are self-isolating with family, by calling us on 01482 223783.

We are also setting up a PFH befriending service to ensure that during these times where we know you cannot get about and see your family and friends that there is someone there for you to have a chat with. We hope to do things that help you to stay safe and get through the next few weeks and months.

Lots more information is starting to filter through about how you can access support with basic things like shopping, collecting prescriptions etc. if you do not have other people who can help. The efforts of the Council and other agencies are to be applauded in pulling this together so quickly. Also the small acts of kindness I am seeing and the willingness of local volunteers to offer their support has been both outstanding and heart-warming. We really are all in this together.

Please tell us if you are struggling and need help – we will do all we can.

Not only will we keep you up to date with the serious stuff, we also hope to help by offering you hints and tips on how to stay active, positive and well. Much more information is to come on this and if you have any ideas on how to keep connected with other people, activities that can be done remotely etc. then we would love to hear from you. Likewise, if you have any questions you need answering, then please let us know and we will continue to update our frequently asked questions information section for residents.

Claire Warren
Chief Executive

The local authorities are also doing everything they can to support you; assistance is available in areas such as food, fuel, housing, money, payment of bills and collection of your medication. Please follow the relevant link below to find out more or contact the HEY Smile Foundation on 01482 393919.

Hull City Council

Useful Council Service links for Hull City Council are found by clicking the button.

Read more

East Riding of Yorkshire Council

Useful Council Service links for East Riding Council are found by clicking the button.

Read more

Resident Services – Important Updates

It is business as usual with lettings and applications. Viewings and sign-ups will be undertaken while maintaining social distance guidelines as per government guidance.

Please contact us on 01482 223783 to discuss further.

Grounds Maintenance

Glendale, our grounds maintenance contractor, has recommenced their grounds maintenance service for PFH from 4th May 2020. It will take them some time to catch up with the backlog of work and they will be having to work to social distancing guidelines but it is fantastic to see them back up and running.

Changes to payment collections

As you will be aware, the exceptional situation we are currently experiencing, has meant that we have temporarily shut Silvester House. Unfortunately because of this closure, it does mean we are not able to accept cash payments.

Additionally, there is no safe method for us to bank cheques, however we are working with our providers to find an alternative solution. Payments recently sent to us have been stored securely, and we will endeavour to bank these and register payment against your rent account as soon as we are able to.

There are several other alternative ways that you can make a payment to us:

– if you have a bank card, you can call us on 01482 223783. We will be able to take payment over the phone and process it through Allpay.

Bank transfer – if you have online or telephone banking you will be able to arrange to make a one-off payment from your bank account to ours. Our bank details will be provided when you contact us via telephone on 01482 223783.

Standing order – if you have online or telephone banking, you will also be able to set-up a standing order to make a regular payment from your bank account to ours.

Direct debit – a direct debit can be set up from our account to take an agreed amount. To do this, we need you to complete a direct debit form. If this is the option for you, please get in touch on 01482 223783 and we will get a direct debit form sent out to you.

If you have any queries about your rent payments, please contact us on 01482 223783.

Changes to Repairs and Maintenance Service

Following the recent changes regarding social isolation put in place by the Government late last week our repairs service has been reduced to Emergency response and safety checks only.

Our contract partners J C Services, Ecolec and Sure maintenance are supporting the service and will continue to respond to emergency situations that are reported and annual safety checks.

Our contractors have put in place all precautionary measures and will adhere to the appropriate guidelines for keeping safe during their visit and using all necessary personal protective clothing.

It is also important to maintain the 2 metre clear distance rule during any visit.

Below is a list of circumstance that are classed as Emergency work. This is not an exhaustive list and residents who are in doubt should still contact customer services who will endeavor to assist in any way possible.

Emergency Works:

  • Actual or potentially dangerous situations.
  • A serious risk to the health and safety of any persons or to the structural stability of any Property; or where immediate action will prevent serious damage to a property.

The following items are to be categorised as Emergency Works:

  • the loss of all or part of the Property’s supply of electricity, water or gas;
  • the loss of the Property’s entire heating provision in cold weather or where the resident or a family member is elderly, has a disability or chronic sickness.
  • the loss of the Property’s hot water facilities where the Resident or a member of their family’s health necessitates regular bathing.
  • all serious plumbing or gas leaks where the fabric of the Property is in danger of damage.
  • serious roof leaks and other major structural failures.
  • the need to secure the Property following an incident.
  • a blockage to the sole WC in the Property; and
  • any other circumstances which are an emergency because of the Customer’s or their family’s circumstances (e.g disability).

Examples of repairs that are not classed as emergency but will be logged and kept on the system for carrying out later are:

  • a toilet not flushing where there at least two toilets in the property.
  • a partially blocked sink, bath, shower or basin.
  • taps which cannot be turned off fully.
  • a roof leak that has been temporarily repaired.
  • a door-entry system that is damaged but still allows entry and closure.
  • minor leaks and blockages.
  • a damaged bath, basin or toilet.
  • damaged sockets or light fittings that are not classed as dangerous.
  • Reglazing;
  • minor joinery repairs.
  • Adjusting doors, windows
  • Fencing repairs
  • Path repairs

Where repairs that are not initially classed as emergency but over time worsen, residents should contact Customers Services to advise of the changing situation.

Safety Checks to all properties

Health and Safety Checks during this period will still be carried out.

Gas safety compliance checks, Electrical safety checks and all fire system checks remain priority to ensure residents are kept safe.

Where residents are self-isolating or in the higher risk category and concerned about contractors being within their home please contact Customer Services who will assist in making arrangements for carrying out the work at a later date when the isolation period is over. It is imperative for the safety of residents that if at all possible and in accordance with the Safety guidelines that essential safety checks are carried out.

Planned replacements and non-emergency repair work

The replacement of kitchen and bathrooms, windows and doors have all been suspended for the time being. Other repairs that are not classed as emergencies and classed as routine have also been suspended for the time being.

Please continue to report any repairs to us. We are currently undertaking all emergencies and most urgent repairs and any that we cannot fulfil right now will be placed on a priority list for when we are able to re-open our full repairs service for you.

Thank you for your assistance during this period of uncertainty.

To help us to keep you updated with all our latest service information; please provide an email address we can contact you on. Please send it to us at or call us on 01482 223783.

NHS - Coronavirus Advice

Find out the latest NHS Advice by clicking the link below.

Read more

WHO Coronavirus Disease Outbreak

You can see the latest World Health Organisation information here.

Read more

Public Health England's Guidance on Social Distancing

Social Distancing is important – make sure you read the latest advice here.

Read more